Front button middle aged and elderly Underwear

DO I NEED AN ACCOUNT TO ORDER?

No, you can also place an order as a guest. But there are some benefits if you have an account with us:

Fast checkout process

Easily view your order status and order history

Receive updates about our new releases and special offers

WHAT SHOULD I DO IF I FORGOTTEN MY PASSWORD?

On the login page, click "Forgot your password?" and you will be redirected to a page where you can create a new password.

WHAT SHOULD I DO IF I TYPED THE WRONG EMAIL ADDRESS?

Please contact us so we can change your email address. We can change your email address, name and address, but we cannot change your order. So please fill in your address in all details, otherwise the package we mail to you will be returned to us, or we will ignore your request to save everyone from trouble.

ARE THERE EXCHANGE RATES?

All our transactions are based on US Dollar currency (USD). If your credit card is based on a different currency, your order total will be calculated in accordance with the daily exchange rate on the date your card issuer processes the transaction.

WHAT PAYMENT METHODS DO WE ACCEPT?

We accept all major credit cards (VISA, MasterCard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments or cash on delivery.

HOW SECURE IS MY ONLINE ORDER?

When you place orders online using your credit card, all your information is entered into an SSL-secured web page. Your information is then SSL encrypted and sent directly to our credit card provider's network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.

HOW CAN I CHANGE OR CANCEL MY ORDER?

We reserve the right at any time after receipt of the order to accept or reject the order or any part thereof in our sole discretion, even after the customer has received an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original payment method.

Any cancellation made after an order has been placed will be subject to a $0.5 cancellation fee regardless of the time the order is placed (even if it is just a second later) as the merchant/credit card company will charge us a fee brings for cancellation.

Please note that you cannot cancel an order that has already been packed or shipped. ​

HOW DO I SET MY SHIPPING ADDRESS?

Since our website and service is based on the English language, all information you entered must be in the English input method, including punctuation. If there are any letters in your address that do not contain non-English letters, you are advised to use similar English letters instead. For example, you can use the letter "?" to "c".

CAN I CHANGE MY SHIPPING ADDRESS AFTER I HAVE PLACED AN ORDER?

Please note that your shipping address cannot be changed once the order has been processed or shipped. Please update your shipping address to your home address instead of your work address as we do not know how long the destination customs will hold the package.

WHEN WILL MY ORDER ARRIVE?

Delivery time is based on the shipping option you have chosen. Once the order has shipped, we will email your tracking information the next day, as tracking information is generally available 24 hours after we ship the order. We are not responsible for delays caused by customs in your country.

HOW DO I TRACK MY ORDER?

We will email your tracking information once your order has shipped. You will usually receive the tracking number one day after we ship your order. You can track your order here.

CAN I USE MULTIPLE DISCOUNT CODES IN ONE ORDER?

Promotional and discount codes cannot be used in combination with other promotions and discounts, unless stated otherwise.

WHAT SHOULD I DO IF ITEMS ARE MISSING FROM MY ORDER?

If anything is missing, please contact us immediately.

WHEN WILL MY ORDER BE PROCESSED?

All orders are fulfilled and shipped from our warehouse in Asia. Please allow additional time for your order to be processed during holidays and sales seasons. ​

We process orders between Monday and Friday. Orders are processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we do not ship on weekends.

If you have not received tracking confirmation after 5 business days from the day you made your payment, please contact us.

WILL I BE CHARGED WITH CUSTOMS AND TAXES?

The prices displayed on our site are tax-free in US dollars, which means you may be required to pay import duties and taxes once you receive your order. ​

Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which will be determined by your local customs office.

Payment of these fees and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by customs in your country. For more information about costs, please contact your local customs office.

HOW CAN I RETURN AN ITEM?

If you are not satisfied with your purchase and would like to return an item, please contact us within 30 days of receiving your order. Please provide your order number and the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved.

Please see our returns policy for a list of the latest sale items. All returns must be in original condition with packaging intact

WHAT SHOULD I DO IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Please contact us within 7 days of receiving your order if you have received goods that are incorrect, missing and/or defective. Please include your order number, photos of the item(s) and all related references upon receipt of your package. We will do our utmost to resolve your case as quickly as possible. ​

HOW LONG DOES THE RETURN PROCESS TAKE?

Processing returns can take up to 14 business days from the day we receive your return. We will send you an email to confirm once your return has been processed.

WHEN WILL I RECEIVE MY MONEY BACK?

All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 7-10 business days of receiving the returned item or cancellation request. If you have any questions about when the credit will be posted to your account, please contact the card issuing bank.

If you have not yet received credit for your return, please do the following: Contact the bank/credit card company. It may take some time for the refund to be credited to your account.

Return and Refund Policy

NOTE: If possible, take a video while you open your packages/parcels.

Claims for defects/damage/missing items/wrong items without proof will not be prioritized. We always check the products before sending them.

Order Cancellation

All orders can be canceled until they ship. Once the packing and shipping process has started, it cannot be canceled.

Yield

We have a 14 day returns policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition you received it, unworn or unused, with tags attached and in the original packaging. You will also need the receipt or proof of purchase.

To initiate a return, please contact us at customer@cozymoo.com. If your return is accepted, we will send you a return label and instructions on how and where to send your package. Items returned to us without first submitting a return request will not be accepted.

If you have any questions about returns, you can contact us at any time at customer@cozymoo.com

Damage and problems

Please check your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can investigate and resolve the problem.

Exceptions / Disposables

Certain types of items cannot be returned, such as perishables (e.g. groceries, flowers or plants), custom products (e.g. special orders or personalized items), and personal care products (e.g. beauty products). We also do not accept returns for hazardous materials, flammable liquids or gases. Please contact us if you have any questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift vouchers.

Stock exchange

The fastest way to ensure you get what you want is to return the item you have and, after accepting the return, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return and let you know whether or not the refund has been approved. If approved, you will be automatically refunded to your original payment method. Please note that it may take 7-14 business days for your bank or credit card company to process and issue a refund.

Late/missing refunds (if applicable)

All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 7-14 business days of receiving the return or cancellation request.

If you haven't received a refund, you can take the following steps: *Please double check your bank or PayPal balance (the transaction may be delayed)

*Please contact your bank/credit card company (it may take some time before your refund is officially released).

If you have done all this and still have not received your refund, please contact us at customer@cozymoo.com.

Shipping/Relisting Fees

To return your product, you must send your product to customer@cozymoo.com. Email us with your order number for more information.

*Buyers are responsible for return shipping costs. If there is no product quality problem due to customer's personal reasons such as B. Don't like/choose wrong color/choose wrong size...

*Cozymoo will be responsible for return shipping costs if the product is defective/damaged/missing item/wrong item

**We do not charge a relisting fee.