Conditions of purchase

COOSY SHOP, SLU is a Spanish company authorized for the marketing, design, manufacture, acquisition, import, export and wholesale and retail marketing of all types of clothing, fashion accessories such as bags, bracelets, pendants and similar, and decorative products.

1. Domain ownership

The domain www.coosy.es corresponds to the company COOSY SHOP, SLU, a registered commercial company, with CIF No. B94073459, and tax address at C/ Benito Corbal, 52, 1C, Pontevedra (Galicia) and headquarters at C/ Miguel Yuste 16, 1ªAB 28037 (Madrid).

2. Definitions

Seller: COOSY SHOP, SLU, identified as it appears in the previous paragraph.

Customer: Any natural person of legal age who wishes to purchase items offered by the Seller through this page.

Product: Clothing, footwear, fashion accessories such as bags, bracelets, pendants and similar items and decorative products.

3. Purpose and scope of application

The purpose of these Purchase Conditions is to regulate the provision of information provided in the Seller's online store, as well as to guide the user throughout the product purchasing process.

Both browsing the online store and purchasing any of the products offered therein imply acceptance as a Customer, without reservations of any kind, of each and every one of these general contracting conditions, as well as other documents that are an integral part of these conditions, such as the Legal Notice, Privacy Policy and Cookies Policy.

4. Identification of the contracting parties

On the one hand, the Seller whose details appear in the header of these conditions, and on the other hand, the Client whose details have been entered by himself.

5. Terms of Service

The Purchase Conditions and any offers that may be made by the Seller will always appear on this Website and may therefore be consulted, archived or printed.

The Seller reserves the right to modify these Conditions, as well as any other document posted on the Website, at any time without prior notice.

The Seller may request that the Customer accept additional clauses that complement these purchase conditions, which must also be read and accepted for the effective provision of the service or supply of products. For example, if the Customer wants to be part of the Coosy Club, he/she must additionally accept the Registration Conditions.

In the event of contradiction or conflict of any of the provisions or conditions accepted by the Client, the specific conditions will prevail over the general ones.

6. Responsibilities

The Seller shall not be liable for any delays or failures that may occur in the access, operation and functionality of the website, or in its services and/or content, nor for any interruptions, suspensions or malfunctions thereof, when these are caused by breakdowns caused by natural disasters or situations of force majeure, or extreme urgency, such as strikes, computer attacks or intrusions or any other situation of force majeure or fortuitous cause, as well as for errors in telematic data transfer networks and in any case when the error was caused by a third party outside the Seller's business organization.

The Seller is responsible for the reliability, truthfulness and accuracy of the content, data or information regarding the products offered on its website, unless these have been modified by third parties, whether or not they are part of the organization, without express authorization from the company.

In the event that a typographical error occurs at any time, which is at all times beyond the control of the Seller, it will be corrected immediately. If there is such an error in any of the prices shown and a customer has made a purchase decision based on said error, we will inform the customer of said error and the customer will have the right to cancel their purchase at no cost to them, as will the company, after notifying the customer.

The published images correspond to the products offered, however, it should be noted that the colors depend on the color calibration on the User's screen, for this reason the colors are indicative.

The Customer is solely responsible for the accuracy of the data entered by him/herself in the purchasing procedure, and accepts the obligation to provide true, accurate and complete data. If the Customer fails to comply with this obligation, he/she will be responsible for any damages caused to the Seller or any third party involved.

7. Perfection of the contract

The validity of contracts concluded electronically is protected by Article 23, sections 1 and 3, of Law 34/2002 on Information Society Services and Electronic Commerce and they have the same validity and will produce all the effects of the Civil and Commercial Legal System.

The Seller and the Customer expressly declare that the acceptance of the Seller's offer by the Customer is carried out through the purchase procedure described in the following section "Purchase Procedure".

The fact of following all the steps described for the purchase process of the Products by the Client, implies the full and express acceptance of these Conditions, understood as sufficient to enter into a contract.

The contract will be concluded from the date on which the Client expresses his/her agreement with the conditions published at the time of purchase, having to expressly select to accept them. Therefore, we ask that you carefully follow the entire purchase process and read all the documents that we indicate carefully.

Once the purchase process is complete, an email will be sent confirming the order with the order information.

8. Purchase procedure

The contracting procedure is carried out electronically through this website. In order to make a purchase, the possibility of registering as a customer and making the purchase as a guest is offered. The steps to carry out the contracting are the following:

8.1 Product selection

Simply click on the product to obtain a detailed information sheet, which shows the photo, product description, composition, shipping, returns, price, and any promotions, offers or gifts that may be included.

If you want the product in question to be added to your “Shopping Cart”, simply click on the “Add to Cart” icon. You can continue selecting products to add to your cart or click on “Your Cart” and the page will appear where all the products selected so far will be displayed. If you want to delete them, select the Delete option. You will also have the option to continue shopping by clicking on “Continue Shopping”, or proceed to the actual purchasing phase by clicking on “Finalize Purchase”.

8.2 Data entry or registration phase

Secondly, once the “Complete Purchase” button has been selected, the customer identification phase, choice of payment and shipping method are entered. In addition, if you have a promotional code, you can include it in the corresponding section, in which case the corresponding discount will be automatically applied. In the event that the Seller understands that fraudulent use is being made of said code, it reserves the right to cancel the purchase, notifying the customer and refunding, where appropriate, the amounts actually paid. Likewise, the Seller may cancel the registered Customer profile or expel it from the Coosy Club.

To begin identifying yourself, there are three options:

• If you are already registered as a Client, you must enter your username and password.
• If you are not registered, you can create a new account by filling out the corresponding form with your full name, email address, phone number and date of birth.
• Or you can purchase as a guest, without having to register, for which you must provide the following information:
  

1. 1. Email or mobile phone number
   2. Name and surname
   3. Postal address
   4. Payment method used

To place your order, you must first select your preferred payment method. You can pay by credit card, bank transfer, Apple Pay, PayPal, Bizum, Klarna, among other methods.

Likewise, you must choose the shipping method from the options shown. If there is a physical COOSY store in the selected province, you will have the following options:

• HOME DELIVERY
• SHIPPING TO STORE (if there is a store near the address provided)
• PICK UP AT PICK UP SERVICE POINT (subject to availability)

The Customer will have a period of 10 days to collect the order in store, once notified.

If you would like your purchase to be gift wrapped, please do not forget to select the box “I want my order to be gift wrapped”. By clicking this box you will be able to add a personalized note. This service has a cost which you will see reflected in the summary of your purchase.

If you do not select the option to use the same data provided for your billing address, you must provide the data requested by the system to complete this registration.
To continue with the purchase you must accept the “Privacy Policy and Purchase Conditions” and click “Review order”.

8.3 Review and pay

In the third phase of the process, you must review the order data and proceed to payment by clicking “Finalize order”.

In this step the following data is displayed:

• Email or phone
• Postal address
• Shipping method
• Method of payment

All data can be modified by clicking the “change” button.

If you have a voucher, don't forget to add it to the "Discount Code or Gift Card" section before completing your purchase.

For payments made by credit card, the Client's bank details are managed and entered directly through a virtual payment gateway or POS (Point of Sale Terminal) provided by LA CAIXA, which meets all the security conditions required by Spanish regulations. The seller does not at any time access or record the data relating to your credit card.

All products will be subject to the taxes that are fiscally applicable.

8.4 Sending confirmation via email

Once the “Finalize order” button has been pressed, the contract will be formalized and the Customer will automatically receive an email or phone call to the address provided during registration, which will show all the information regarding the purchase, along with an attached document containing the purchase invoice. Specifically, an email will be sent containing the following information:

• Order Reference.
• Order Date.
• Chosen product.
• Delivery and payment method.
• Discounts or promotions (if applicable).
• Total.
• Delivery Address.
• Billing Address
  

The order confirmation email will be sent within a maximum of 24 hours. When the goods leave our warehouses, another email is sent with the specific details of the order and the invoice. However, as this is a technical and automatic element, errors may occur that are beyond the control of the person responsible for the website, so please inform the company if you do not receive this email from the Seller.

9. Shipping of the product

The product will be delivered by any of the following methods, according to the Client's choice:

1. Standard Shipping.
2. Pickup at COOSY store (Option available for the following stores: Almería, Bilbao, Córdoba, Granada, Las Palmas, Madrid, Pontevedra, Santander, Seville, Valladolid, Valencia, Alicante, Vigo and Zaragoza).
3. Shipping to the Canary Islands.
4. Shipments within the European Union.
5. Shipping to the United Kingdom.
6. International Shipping.

 

Shipping to SPAIN Peninsula: 4.95 EUR
Home delivery in 1 - 5 business days

Shipping to SPAIN Islands: 9.95 EUR
- Balearic Islands: Home delivery in 1 - 5 working days
- Canary Islands: Home delivery in 4 - 10 business days

Shipping to PORTUGAL: 4.95 EUR
Home delivery in 1 - 5 business days

Shipping to EUROPE (1): 9.95 EUR
Germany, Austria, Belgium, Czech Republic, Denmark, France, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Slovakia and Slovenia.
Home delivery in 2 - 10 business days

Shipping to EUROPE (2): 19.95 EUR
Bulgaria, Cyprus, Estonia, Finland, Greece, Latvia, Lithuania, Malta, Romania and Sweden.
Home delivery in 2 - 10 business days

Shipping to EUROPE (3): 50 EUR
Bosnia Herzegovina, Liechtenstein and Ukraine.
Home delivery in 2 - 10 business days

 

Shipping to UNITED KINGDOM: 30 EUR
Home delivery in 2 - 10 business days

Shipping to INTERNATIONAL (1): 50 EUR
Saudi Arabia, United Arab Emirates, Qatar and Kuwait.
Home delivery in 4 - 10 business days 

Shipping to INTERNATIONAL (2): 50 EUR
Canada, Chile, USA and Mexico. 
Home delivery in 4 - 10 business days 

10. Right of withdrawal

Once the Customer has purchased through the website, he/she will have 14 calendar days to exercise his/her right of withdrawal. This right of withdrawal will start to count from the moment the Customer receives the item at home or at the physical store or pick-up point. If the Products that make up your order are delivered separately, the period will be calculated from the moment of receipt of the last Product.

To exercise the right of withdrawal, you must send an email to the address devoluciones@coosy.es where we will tell you how to proceed.

In the event that the Customer withdraws from the purchase, we will refund the price of the returned products. The costs arising from the return of the goods to the Seller shall be borne by the Customer.

The same payment method used to refund your money will be used as the one used for the purchase. The refund will not be made until the Products have been received, or until you have provided proof of the return of the Products. The refund will be made within 14 calendar days from the date on which the Customer notifies his/her interest in withdrawing, provided that the Products have been received and their condition has been checked.

You will not have the right to withdraw from the contract when it refers to:

• Personalized items
• Goods sealed for health and hygiene reasons, such as costume jewelry. Also for swimsuits whose hygiene strip has been removed or tampered with.

The right to withdraw from the contract, and therefore to obtain a refund, will only apply when the products are returned in the same condition in which they were purchased. After examining the item, the Seller will inform the Customer whether or not he or she is entitled to a refund of the amounts set out in the purchase. If the Products are not in the same condition as when they were sent, they will be returned to the Customer, and no refund of the amounts paid will be made.

The Product item you wish to cancel is the full responsibility of the Customer until it reaches the Seller's office, so it is advisable to send the item by certified mail or courier, keeping the receipt until received by the Seller.

11. Online Order Changes

Currently, we do not offer direct exchanges for size or color.
If you wish to receive an item in a different size or color, you must register the return through our returns portal and place a new order for the desired item. 

If you have a nearby Coosy store, you may visit any of the following locations to process the exchange: Alicante, Almería, Barcelona, Bilbao, Córdoba, Granada, Las Palmas, Madrid, Pontevedra, Santander, Seville, Valencia, Valladolid, Vigo, and Zaragoza (not including outlet stores, El Corte Inglés corners, and our Coosy stores in Albacete, Murcia, Oviedo, Pamplona, and Salamanca).

In-store staff will register the return through the portal, and a voucher for the corresponding amount will be issued, which can be used immediately to purchase another available item in-store.

12. Online Order Returns

The period for any exchange or return of an item purchased through www.coosy.es is 14 calendar days from the date the order is delivered.

Coosy reserves the right to reject returns sent after the established deadline or items that are not in the same condition in which they were received. In such cases, the products will be returned to the recipient at their expense, and no refund will be issued. This exchange and return policy applies exclusively to orders placed online.

You must register your return through our online portal here. If you do not register your return, we will not be able to process your request.

 

WHAT ARE THE REQUIREMENTS FOR EXCHANGES AND RETURNS?

-Returns must be made within 14 days of the date of receipt.
-The garment must be in the same condition as when you received it. Returns made after the deadline or for garments that are not in the same condition as when they were received—with their original tags attached—will not be accepted. In these cases, the garment will be returned to the customer, and the customer will be responsible for the shipping costs.
-For hygiene reasons, we do not accept returns of swimwear whose hygiene strip has been removed or tampered with.
-We do not accept exchanges or returns of personalized products or jewelry for hygiene reasons.

 

You have 3 options for sending us the garment(s):

1. Drop off at a Coosy store: Alicante, Almería, Barcelona, Bilbao, Córdoba, Granada, Las Palmas, Madrid, Pontevedra, Santander, Seville, Valencia, Valladolid, Vigo, and Zaragoza (excluding Coosy stores in Albacete, Murcia, Oviedo, Pamplona, and Salamanca, as well as El Corte Inglés corners and outlet stores).

Our stores serve as drop-off locations. The return will be processed once the item reaches our central warehouse. You do not need to bring the original shipping box; just bring the item(s).

2. Drop-off at a carrier’s office or drop-off point: When you select this option on the website, the system will generate a label that you’ll receive via email. With this label, you can drop off your package at the carrier’s office or drop-off point corresponding to the country from which you’re sending it. The return shipping cost will be deducted from the total amount of the returned items:

- Spain (Peninsula and Balearic Islands): Correos. €5.00 (€8.00 if the return includes more than 5 items).
- Portugal: Correos Express (home pickup) €7 or UPS €19.50
- Europe: UPS. €19.50 (Europe 1) or €20.01 (Europe 2 and 3).
- United Kingdom: DHL. €75.00 (€115.00 if more than 4 items are selected).
- International 1: 110.00 € (180.00 € if more than 4 items are selected).
- International 2: 130.00 € (210.00 € if more than 4 items are selected).

This option will only be available if the value of the items to be returned does not exceed the cost of the service. Otherwise, the portal will not allow you to select it, and you may choose option 1 or 3.

For shipments outside of Spain, the exact amount will be displayed on the portal when you submit your request, as it may vary. If you are unsure which zone your country is in, please refer to our shipping information.

3. Shipping with your preferred carrier: You can send the items to us at:

- Coosy – Headquarters / Returns Department. C/ Miguel Yuste, 16 – 1ºAB, 28037 Madrid.

Customers in Las Palmas de Gran Canaria:  

Coosy Las Palmas – Returns Department. C/ Cano, 42, 35002 Las Palmas de Gran Canaria. The store will notify headquarters of the return for processing.

 

The customer is responsible for all return shipping costs; therefore, Coosy will not accept any cash-on-delivery shipments. Please remember that you are responsible for the item until it is received at our offices. Therefore, we recommend that you send it by certified mail or through a courier service and keep the shipping receipt, since, if it is not received, you will need to prove that it was delivered to our offices and who received it.

 

WHEN AND HOW WILL I RECEIVE MY REFUND?

When you register your return through our returns portal, you can choose whether you’d prefer a refund via the same payment method used for your purchase or a gift card/voucher with no expiration date*. Once we receive the item at our headquarters and provided the garments are in the same condition as when they were shipped, we will process your refund within 14 calendar days.

If you paid by bank transfer, we’ll need your IBAN and the account holder’s name to process the refund.

If you made a purchase using more than one payment method (for example, a combination of gift cards/vouchers), please note that the refund will be automatically issued in the same proportion and via the same payment method used for the original purchase.

This process is automatic and cannot be manually modified, as it is configured by the payment system.

*Refunds for customers outside the European Union will be issued as a voucher with no expiration date. This applies to orders placed from Saudi Arabia, Canada, Qatar, Chile, the United Arab Emirates, the United States, Kuwait, Mexico, and the United Kingdom.

If the order cannot be delivered because the customer refuses it, declines to accept it, is not available at the time of delivery, fails to pay the applicable fees, or does not complete the necessary procedures, and the order is returned to the sender, the costs associated with customs processing, shipping, and any other amounts or charges incurred during the customs inspection or detention process will be deducted from the refund amount and processed through the same payment method used for the purchase. Shipping costs are non-refundable.

 

WHAT IF I RECEIVED THE WRONG OR DEFECTIVE ITEM?

If you accidentally received an item different from the one you purchased, please let us know as soon as possible at info@coosy.es,&nbsp, including a photo and details about your order. We will ship the correct item as soon as possible and arrange for the return of the item sent in error.

At Coosy, we strive to review every order and every item shipped. If, in rare cases, you have received a defective item, please contact us immediately by email at info@coosy.es, attaching a photo of the issue and your order information so we can forward it to the appropriate department.

For any questions or inquiries regarding the exchange and return process, please email us at devoluciones@coosy.es or call 915 219 872. You can also contact us via the live chat available at www.coosy.es

 

13. Warranties

The Seller offers guarantees on the products sold through this website, in the terms legally established for each type of product, and is therefore responsible for any lack of conformity that becomes apparent within the legally established period.

Products are deemed to be in compliance with the contract provided that (i) they conform to the description provided by us and possess the qualities that we have presented on this website, (ii) they are suitable for the uses to which products of the same type are ordinarily intended and (iii) they present the quality and performance normally expected from a product of the same type. In this regard, if any of the products are not in compliance with the contract, you must notify us by email to the following address: info@coosy.es, stating the reason for your non-compliance.

Some products we sell, especially handicraft products, often have unique characteristics such as textures, colors, sizes and shapes, etc., which make them not exactly the same as another. These differences will not be considered defects or flaws, but rather as a characteristic of their own that proves their natural originality and must be accepted by the consumer as part of the unique and individual appearance of the product.

Errors or defective products:

If the item has a defect or there has been an error with the shipment, please notify us immediately at info@coosy.es, attaching a photograph of the defect or fault. After checking it, the item in question will be collected and a new item in the same or similar condition will be sent. If we do not have stock of the product to replace it, the order will be refunded in full.

14. Partial nullity

If any part of these Conditions is contrary to law and therefore invalid, this will not affect the other provisions in accordance with law.

15. Applicable law and jurisdiction

The use of our website and contracts for the purchase of products through this website shall be governed by Spanish law.

Any claim or dispute that concerns the Seller or is related to the use of this website or these conditions will be subject to the jurisdiction of the Spanish courts and tribunals.

16. Complaints and claims about online orders

If you have any complaints or claims related to an online purchase, you can contact our Customer Service through our contact forms or by writing to info@coosy.es. Your request will be addressed as soon as possible and, in any case, within the legally established timeframe.

In the case of online purchases made from Spain, you can consult the instructions and complaint procedures corresponding to the Autonomous Community in which you reside.

Andalusia

Aragon

Principality of Asturias

Balearic Islands

Canary Islands

Cantabria

Castile and Leon

Castile-La Mancha

Catalonia

Valencian Community

Estremadura

Galicia

Community of Madrid

Region of Murcia

Foral Community of Navarre

the Basque Country

Rioja

Ceuta

Melilla

In order for communication to be possible, we recommend that you insert the real data of email, name and telephone number.

You can call us during office hours from Monday to Friday from 9:00 a.m. to 3:00 p.m. Telephone: 915219872. If you as a consumer consider that your rights have been violated, you can send us your complaints through the email address info@coosy.es in order to request an extrajudicial dispute resolution.

In accordance with Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013, we make available to the client the following website https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=ES which allows access to the European Union's online dispute resolution platform.

If your complaint is related to a purchase made in one of our physical stores, we recommend requesting and filling out the official complaint form available at the establishment where you made the purchase.

17. Modification of conditions

The Seller reserves the right to modify the Terms of Purchase. If you do not agree with the changes made, we recommend that you do not use our website.

Last updated January 2025