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My Account

How do I register as a new customer?

  • Click on the account icon in the top right corner to go to the login page, click on 'Create account’, then fill in your details.

 

How do I log in to my account?

  • Click on the account icon in the top right corner to go to the login page, then fill in your email address and password.

 

What should I do if I forget my password?

  • Click 'Forgot password?' on the login page and enter your email address. You will receive an email with a link to reset your password.

 

How do I change my personal details?

  • You can update your personal details by logging into your account.

 

Ordering

How do I place an order?

  • Step 1: Choose the item you want to purchase and click on ‘Add to cart‘ to be able to review your cart, or on ‘Buy it now’ to check out straight away.
  • Step 2: Review your cart and finalise your purchase by clicking on 'Check out'. You can either check out as a registered customer or as a guest.
  • Step 3: The website will then securely lead you to the shipping and payment pages.

 

Will I get a tax invoice for my purchase?

  • After full payment is received, the tax invoice will be sent to your nominated email address.

 

Can I change or cancel my order after it is submitted?

  • Our streamlined warehouse system ensures efficient delivery by shipping out items shortly after full payment is received. Changing or cancelling the order may be possible if it has not been put in our warehouse system yet, but we cannot guarantee it.
  • Please contact us immediately if you wish to change your orders, and hopefully, we will be able to accommodate your request before the order is confirmed for shipment.

 

How do I track my order?

  • Once your order is confirmed, courier and tracking details will be sent to your email or can be found with order details in your account.

 

Where can I find my previous purchase record?

  • You can find your purchase history in your account.

 

Payment

What payment methods do you accept?

  • We only accept payment by PayPal.

 

How does PayPal work?

  • Getting started with PayPal is very easy and quick. Registration will only take you a few minutes. PayPal enables you to link your credit card or bank account to your PayPal account so you can make your payment online without sharing your information. PayPal is used by hundreds and millions of people around the world, which proves its credibility and ease of use.

 

What credit cards do you accept?

  • We do not accept any credit cards for payment. Please use PayPal for all payments.

     

    Are all prices on Cosy Club GST-inclusive?

    • Yes, all our prices include GST.

     

    How long does it take to confirm the payment?

    • We only dispatch items after full payment is received. Payment generally takes 2-3 days to process. In some exceptional cases, it can take up to 5 days or more.

     

    Is lay-by available?

    • Unfortunately, lay-by is not available at Cosy Club.

     

    Can I go to your warehouse to pay and pick up my item?

    • Unfortunately, all payments must be made through our website checkout process, and pick-up is unavailable to save time for our distribution centre to dispatch all orders efficiently.

     

    Delivery

    When will my order be shipped?

    • Most items are dispatched the very next working day after full payment is received. Once your order is dispatched, you will be notified via email with the courier details.

     

    What courier do you use?

    • We currently use Australia Post (eParcel), Aramex (formerly Fastway Couriers), Allied Express and Toll. The courier used for your order would depend on the size and weight of the packages.

     

    How do I track the progress of my order?

    • Courier and tracking details will be sent to your email after your order is dispatched. Go to the courier website and enter your tracking number to check the delivery status.

     

    Do you deliver everywhere within Australia?

    • We deliver Australia-wide, except for some remote areas. Please contact our customer service team for more information.

     

    Do you deliver outside Australia?

    • We only ship within Australia.

     

    How long will it take to receive my order?

    • Most items are dispatched the very next working day after full payment is received. Delivery times vary depending on your destination and will usually take less than 10 working days. If you do not receive your item within 10 working days, please do not hesitate to contact our customer service representative.

     

    Do you provide express delivery?

    • We do not offer express delivery services.

     

    Can I personally go or send my courier to pick up my order from your warehouse?

    • Unfortunately, pick-up is not available to save time for our distribution centre to dispatch all orders efficiently.

     

    What should I do if I do not receive my order by the estimated delivery date?

    • We advise contacting the courier first to find out where your package is. If the problem persists, please contact our customer service representative.

     

    Do you deliver to P.O. boxes?

    • Orders dispatched through Australia Post can be delivered to O. boxes; but, there are also size and weight limitations on what kind of parcels Australia Post accepts, so using a non-P.O. box address would be easiest. If we cannot deliver to your P.O. box address, we will contact you to provide us with another deliverable address. Your order will not be dispatched until we receive the updated address.

     

    How do I change my shipping address?

    • To change your default address, Log in to your account and click ‘View addresses’ to see your saved addresses. You can add new addresses or change your default address through that page.
    • When you proceed to the checkout page, your default address will be filled in. If you would like to ship the order to another address, please fill in the correct address in the boxes.
    • Please make sure enter the correct address at the time of ordering. Changing the shipping address afterwards is difficult due to our streamlined warehouse system that ensures efficient delivery by shipping out items shortly after full payment is received. Fees will be charged if the packages need to be re-delivered. If you wish to change the shipping address, you should contact us as soon as possible, and hopefully, we will be able to accommodate your request before the order is confirmed for shipment.

     

    Do you offer combined shipping?

    • We do not offer combined shipping.

     

    Can I request an item by a certain date?

    • We endeavour to dispatch your order as soon as possible, but we cannot guarantee delivery by a certain date. You will be given courier details to track your delivery.

     

    Warranty & Returns

    What warranty is provided with products sold at Cosy Club?

    • All products purchased from Cosy Club include warranties. They are generally offered with minimum 12-month warranties.

     

    What should I do if I receive a faulty/damaged item or if the item gets damaged during transit?

    • Please notify our customer service team within 2 working days of receipt by submitting a contact form with your order number and details of the problem. Please refer to the ‘Warranty and Refunds’ page for more information.

     

    What is the procedure for a warranty claim?

    • You can contact our customer service team for further assistance by submitting a contact form with your order number and details of the problem. It is a fast and convenient option for you and may prevent the need for you to send back the item for a physical inspection. Please refer to the ‘Warranty and Refunds’ page for more information.

     

    How long does a refund take to process?

    • It generally takes us up to 2 working days to process refunds, and we will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it on their side and to see the refund back in your account.

     

    How can I return the item I purchased?

    • To qualify to return an item under our Change of Mind Policy, products must be in their original packaging along with all the accessories and be in a new condition suitable for resale. And it must not be damaged in any way by the customer during the time the item is in the customer's possession. Please refer to the ‘Warranty and Refunds’ page for more information.

     

    If I need to return an item, who will be responsible for the delivery cost?

    • If an item needs to be returned due to it being damaged, faulty or for a warranty claim, please contact us first as we may have alternatives. Should we decide it needs to be returned, we will arrange for the item to be returned at our expense.
    • Even if you need to return the item due to a change of mind, please contact us first. We can arrange the return of the item, with the return postage cost and 15% restocking fee deducted from your refund.

     

    Can I return the product if I change my mind?

    • With a 15% restocking fee and return postage cost deduction from your refund, you have the option to return any unopened, unused Cosy Club item in its original packaging for any reason within 30 days of receiving the item.

     

    If I resell the item to someone else, will I be able to transfer the warranty as well?

    • Unfortunately, warranties are non-transferrable. However, if you are one of our retailers, warranties will be provided to your customers.

     

    Where can I find the warranty period of my item?

    • All our products come with the minimum 12-month warranty required by law. Some products have extended warranties, so please refer to product pages for individual warranty periods.

     

    Where can I find the full Warranty and Refunds Policy?

     

    Products

    Where can I find the product description and specifications?

    • Clicking on an item will take you to the individual product page with descriptions and specifications. We take reasonable measures to ensure the accuracy of the product description.

     

    What should I do if the product does not match your product description?

    • We apologise for the incorrect product description provided when you placed your order. Please contact our customer service representative with your order ID so that we can solve the problem.

     

    Can I physically see the item before I place an order?

    • Unfortunately, that option is not available. We strive to provide you with the most efficient delivery service, so we do not allow customers to visit our warehouse.

     

    Product Availability

    Can I reserve an item on your website?

    • Cosy Club operates on a first-come-first-serve basis, and regrettably, we do not reserve items for our customers.

     

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