Question 1

Where does Cozey ship?

Accepted Answer

Cozey offers free shipping across all 10 Canadian provinces, every US state except Hawaii, Alaska, and the Virgin Islands and most Australian states and territories. Additional costs and some exceptions may apply in very remote areas inaccessible to our delivery partners.

Question 2

How much does Cozey shipping cost?

Accepted Answer

Cozey offers free shipping across all 10 Canadian provinces, every US state except Hawaii, Alaska, and the Virgin Islands and most Australian states and territories. No minimum purchase required! In rare cases, customers in remote areas (with limited delivery access) may incur additional shipping fees.

Question 3

How fast is your free shipping?

Accepted Answer

Shipping times vary depending on stock availability, but delivery is typically expected within a few days once your order is shipped. You can find delivery estimates specific to your location below the “Add to Cart” button on each product page.

Question 4

Can I change my shipping address after ordering?

Accepted Answer

Yes, immediately contact our Customer Happiness Team if you need to change your shipping address. While we can’t guarantee changes after the order has been shipped, we will do our best to accommodate your request.

Question 5

Who should I contact if there’s an issue with my scheduled delivery?

Accepted Answer

For scheduling updates, delivery concerns, or delivery-related claims, the partner carrier directly will be the best point of contact for the fastest support.

Question 6

What products are eligible for White Glove assembly?

Accepted Answer

Our partner carrier will assemble most Cozey products, except wall-mounted items such as Themis and Altitude.

Question 7

Will the carrier take the boxes away?

Accepted Answer

Packaging removal is not included with standard free shipping or scheduled delivery. For white glove delivery, our partner carrier will remove the packaging boxes after setup is complete. If you change your mind and want to return an item, please reach out to Cozey directly to initiate a return.

Question 8

Will the carrier remove my old furniture?

Accepted Answer

No. For Scheduled Delivery and White Glove orders, our partner carrier does not remove existing furniture, so the area will need to be prepared before they arrive.

Question 9

Can I add White Glove Delivery after placing my order?

Accepted Answer

No. White Glove must be selected at checkout and cannot be added later.

Question 10

Can I change my delivery option after placing my order?

Accepted Answer

No. Once an order is placed, the delivery option cannot be changed. If the order has not progressed too far, you may need to cancel it and place a new order with the preferred option selected.

Question 11

Can I still return my order if the boxes were removed?

Accepted Answer

Yes. If new boxes are needed for a return, our standard replacement-box fee applies: 15% of the order total which is capped at 150$.

Question 12

How should I prepare for White Glove Delivery?

Accepted Answer

Please make sure the space is cleared before delivery so our partner carrier has enough room to bring in and assemble your order.

Question 13

Can Cozey schedule my delivery appointment for me?

Accepted Answer

No. Delivery appointments must be scheduled directly with our partner carrier.

Question 14

When will the carrier contact me for scheduled delivery orders?

Accepted Answer

For scheduled delivery, once your order has been picked up from our fulfillment centre, our partner carrier will contact you within 24 hours to arrange your delivery appointment.

Question 15

How do I know if Scheduled Delivery or White Glove Delivery is available in my area?

Accepted Answer

Add your items to cart and enter your delivery address at checkout. The delivery options shown will reflect what’s currently available for your postal code and order.

Question 16

What is White Glove Delivery?

Accepted Answer

White Glove Delivery includes in-home delivery, assembly of eligible items, and box removal after setup.

Question 17

Do I have to be home for delivery?

Accepted Answer

No Need to Be Home for Delivery! Our delivery partners make it easy for you. You'll receive an "Out for Delivery" notification when your order is on its way, and your boxes will be left safely at your doorstep, ready to greet you when you return. If delivery isn’t possible, our partners will try again the next business day to ensure your packages reach you securely.

Question 18

Can I schedule my delivery on a specific date?

Accepted Answer

While we can’t schedule specific delivery windows for most orders, we have recently started offering this option for certain products in select areas. We can place a hold on your order to ensure it doesn’t ship before your preferred date. This hold pauses processing until the agreed-upon date, and once lifted, your order will be prioritized for shipping. For more info on how holds work, contact us using the chat widget.

Question 19

I live in a building. Will couriers bring the boxes to my unit?

Accepted Answer

Couriers will leave boxes at the entrance or lobby of your building in a safe location. If they cannot leave the boxes safely, they will reattempt delivery the next business day. Please note that every building is unique, and couriers strive to provide the best delivery experience possible.

Question 20

Will you carry my boxes inside my home?

Accepted Answer

Our couriers do not deliver inside your home, but our boxes are conveniently sized to fit through any door and are easy to move. While having help is always nice, moving them alone is possible!

Question 21

What can I expect with standard free shipping?

Accepted Answer

Your Cozey order is designed to arrive as conveniently as possible. Here’s what you can expect: Complete Shipments: Your delivery will include the complete furniture piece (like a sofa or table), even if it comes in multiple packages. Occasionally, smaller items may ship separately — in these cases, you’ll receive separate confirmation emails with tracking information. Your tracking details will also specify how many packages to expect. Want to confirm the exact number of boxes for your order? Contact us using the chat widget and we’ll be happy to help! Where We Deliver: Our delivery partners will leave your packages at the front door of a house or in the lobby of an apartment or condo. If they can’t safely leave the packages, they’ll reattempt delivery the next business day. Deliveries are made on weekdays only, excluding statutory holidays. Third-Party Delivery Partners: To keep delivery free for all orders, our third-party couriers provide doorstep or lobby service. While they can’t bring packages to unit doors, help with assembly, or remove old furniture, their efficient service ensures your Cozey pieces arrive safely and quickly.

Question 22

What are the packaging dimensions and weights of the Cozey seating collections?

Accepted Answer

You can find the packaging dimensions and weights directly on the product page: Go to the product configuration page for the seating collection you’re interested in. On Desktop: Click the “Dimensions” button directly below product image. On Mobile: Click the "Dimensions" button directly below the configuration menu. In the pop-up window, scroll down to view the dimensions and weight of each box. This provides a full breakdown to help you plan for delivery and setup.

Question 23

How long does Cozey take to process refunds?

Accepted Answer

Once we receive the product, our Quality Assurance Team will inspect it to ensure there is no customer-caused damages or modifications. From then, please allow 3-7 business days for the refund to be processed.

Question 24

How do I make a return?

Accepted Answer

Self-Service Portal: If you have a Cozey account, simply log in to the account you used to place your order and look for the return option under your eligible orders details. From there, you can follow the easy step-by-step instructions. Contact Us: If you don’t have an account or prefer personalized assistance, you can reach out to us using our chat widget with your order number. We’ll be happy to help guide you through the process. Not Sure About Your Return? If you have a specific reason for your return, let us know—there may be an option to exchange your item for a different size or model that better fits your needs. If you aren’t sure what went wrong or why you’d like to return, feel free to share your thoughts. We’re here to understand and improve your experience, and we’ll do our best to help find a solution that works for you. Still Want to Return? If, after reviewing your options, you still prefer to return your product, no problem! Just follow the instructions provided through your chosen method. If you no longer have the original boxes or need special assistance, let us know and we’ll make sure to take care of everything for you. For more information, visit our Returns page.

Question 25

Are there any return fees?

Accepted Answer

Returning with Cozey is completely free during your 30-day trial, as long as the items are returned in their original packaging. Our custom-designed boxes protect your furniture and make returns easier. Missing packaging or significant damage may result in a 15% restocking fee. For replacement boxes, contact our customer happiness team.

Question 26

What is the 30-day free trial?

Accepted Answer

From the moment your Cozey product arrives, you have 30 days to experience it, risk-free. If it’s not the perfect fit, we’ll happily take it back at no cost to you. Just be sure to keep the original boxes.

Question 27

Where Can I View the Product Dimensions?

Accepted Answer

Need to check product dimensions to ensure the perfect fit for your space? It’s easy! Here’s how to view the dimensions of any Cozey product: Go to the product configuration page for the seating collection you’re interested in. On Desktop: Click the “Dimensions” button directly below product image. On Mobile: Click the "Dimensions" button directly below the configuration menu. This provides a full breakdown to help you plan for delivery and setup. With this information, you can confidently plan your space with your Cozey furniture. Pro Tip: From your mobile device, consult the product page and use the AR function to view many Cozey Products to-scale from within your space in Augmented Reality.

Question 28

Where Can I Find the Product Assembly Guides?

Accepted Answer

At Cozey, we make it simple for you to assemble your furniture with ease! To find the assembly guide for your product: Visit our Assembly Guides Page. Select the product you’d like to view the assembly guide for. That’s it! You’ll have all the step-by-step instructions to bring your Cozey piece to life.

Question 29

How Do I Know Which Ciello Model I Have?

Accepted Answer

Your Ciello comes in one of two versions: the Hidden Connectors model (our newest) or the V-Clip Connectors model. They aren't cross-compatible, so before you expand, check which one you have. Two quick looks will tell you. Check the connectors Hidden Connectors join at the base with leg connectors — no hardware shows on the sides. V-Clip Connectors join at the sides of the base with visible V-clip hardware. Check the covers Hidden Connectors have fully removable covers — base, arms, backrest, and cushions. V-Clip Connectors have removable cushion covers only. Expanding an existing setup? Choose the same model you already own so everything connects and aligns. The one exception is the Ottoman — it's cross-compatible with both models and shares the same dimensions, so it works either way. Still unsure? Our Customer Happiness Team can help you confirm.

Question 30

Do you offer any discounts/sale or coupon codes?

Accepted Answer

Cozey never offers discounts, sales or promo codes, including during major events like Black Friday. Cozey does offer a Certified Refurbished Program. Certified Refurbished items are “like new” products returned within the 30-day trial and fully inspected. These products help customers benefit from 25% off the regular price, while ensuring no sofa is left for waste. Cozey also offers Bundle & Save pricing on certain products. These special offers include pre-selected items designed to provide the best value on curated pieces.

Question 31

Can I place a bulk/corporate order?

Accepted Answer

Absolutely! For bulk or corporate orders, please reach out to our customer happiness team, and we’ll be happy to assist you.

Question 32

Does Cozey offer a warranty?

Accepted Answer

Yes! We offer a 5-year limited warranty on all of our products.

Question 33

What is covered by the warranty?

Accepted Answer

Our warranty covers all defective parts not related to consumer-caused damage or modifications. Please note that we will send you the defective parts only: the warranty is not an exchange of the whole module.

Question 34

How do I make a product claim?

Accepted Answer

Having a product issue? No worries. You can start a claim right from our site using the chat. Open a chat and let Juni know you're experiencing a product issue. Follow the guided flow to share the details so a product specialist can review your claim and get back to you with next steps. Open the chat Click the chat bubble at the bottom-right of any page. Tell Juni what’s going on In your first message, say that you’re having a product issue. Juni will launch the claims flow automatically and ask a few quick questions. Follow the guided flow Provide the info and possibly images requested in chat. Review and submit Make sure your contact details are correct, then submit in the chat. Juni will confirm that your claim was received. What happens next A product specialist will review your claim and follow up with the next steps by email.

Question 35

What actions can void the warranty coverage for individual modules?

Accepted Answer

While all our products come with a 5-Year Limited Warranty, it is important to note that certain actions can void the warranty coverage. Please review the conditions below to ensure your warranty remains valid: VOIDING WARRANTY CONDITIONS Consumer-Caused Damage The warranty will be considered void if the module is damaged due to consumer-caused accidents, mishandling, improper assembly, misuse, neglect, or using the modules in unintended ways. An example of misuse is not securing the seat module with the arms provided. To maintain warranty eligibility, please follow the provided assembly instructions and care guidelines carefully. Modifications Any modifications or alterations made to the module will void the warranty. This includes but is not limited to: Structural Changes: Any changes made to the physical structure of the module. Upholstery Modifications: Alterations to the fabric or covering of the module. Non-Cozey Parts: The use of parts that are not manufactured or approved by Cozey. Following these guidelines will help ensure that your product remains under warranty. If you have any questions or require further assistance, please contact our support team.

Question 36

What is covered by CozeyProtection+?

Accepted Answer

CozeyProtection+ covers all damages outside the standard limited warranty. Our standard limited warranty covers all manufacturer defects not linked to modifications or accidental damages. CozeyProtection+ can be used to cover more involved damages like rips and tears, set-in stains, broken modules due to accidents, and similar damages.

Question 37

How long is the CozeyProtection+ coverage period?

Accepted Answer

CozeyProtection+ coverage is applicable to your covered products for 3 years, starting from the date your sofa, sectional, or module is delivered to you.

Question 38

How much does CozeyProtection+ cost?

Accepted Answer

CozeyProtection+ coverage pricing is automatically and dynamically calculated upon checkout – pricing is dynamic and depends on the value of the combined seating products in your cart. Seating products currently include sofas, sectionals, and modules, and excludes accent chairs. See the pricing tiers below: $95 for sofas, sectionals, and modules up to $1000 $140 for sofas, sectionals, and modules between $1001 and $1500 $190 for sofas, sectionals, and modules between $1501 and $2000 Increments of $50 for every additional $500 in your seating products’ value We replace each damaged part or module at a flat $49 fee. *The listed prices do not include additional taxes that may be applied at checkout.

Question 39

How do I replace a damaged module or part covered by the Warranty or CozeyProtection+?

Accepted Answer

Contact us using the chat widget to initiate a damage claim. Claims will be quickly reviewed within 24 hours by our support team. We will reach out to you with any additional details and ship out replacement items to you upon confirmation.

Question 40

How many replacements are included during the 3-year CozeyProtection+ coverage period?

Accepted Answer

With CozeyProtection+ you can replace up to as many modules as your sofa or sectional is comprised of. For example, you may replace up to 3 parts/modules for a 3-seater.

Question 41

Can I purchase CozeyProtection+ after I've placed my order?

Accepted Answer

CozeyProtection+ can be purchased anytime before your sofa is shipped to you. If you’ve placed an order without CozeyProtection+ and change your mind, please contact our support team as soon as possible, and we’ll help you purchase your CozeyProtection+ coverage in time ahead of your delivery.

Question 42

Can CozeyProtection+ be financed along with my furniture purchase?

Accepted Answer

Yes – financing will simply be applied to the total value of your cart, which includes your products and the CozeyProtection+ coverage.

Question 43

What happens if the exact model or color of my damaged sofa is no longer available?

Accepted Answer

We will always keep parts and modules to honor our promise of modularity.

Question 44

Can I use CozeyProtection+ for products purchased through third-party retailers or second-hand?

Accepted Answer

No, CozeyProtection+ is only available for products purchased directly through Cozey. Products bought through third-party retailers are not eligible for CozeyProtection+ coverage.

Question 45

Can I cancel CozeyProtection+?

Accepted Answer

CozeyProtection+ can be canceled within our 30-Day Risk Free Trial. Eligible returns of entire purchases covered by CozeyProtection+ will also receive a refund for the premium coverage cost. Partial returns, which may impact the value of coverage tier, are not eligible for partial refunds on the change in value of the CozeyProtection+ coverage tier.

Question 46

What is the return policy for products covered by CozeyProtection+?

Accepted Answer

If you decide to return a product covered by CozeyProtection+, you will receive a refund for the protection if you return the entire product within the eligible return period. Partial returns that result in a change in the protected tier are not eligible for partial refunds of the CozeyProtection+ coverage.

Question 47

Do I need to ship back the damaged part or module when making a product claim?

Accepted Answer

No, you don’t need to ship it back. We encourage you to dispose of, recycle, or donate the damaged part in a way that works best for you. Our goal is to make the process as simple and stress-free as possible.

Help Center

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