Refund policy
Last revised: 1 July 2020
If your Cosy Llama shawl isn’t right for you, email us at returns@cosyllama.com within 30 days of delivery with:
- Your order number
- Your full name and email address
- The reason for your return
We’ll reply within one working day and guide you through the return.
How refunds work
Refunds are approved for items returned in new, unworn condition with no marks, perfume, or makeup residue. Refunds are issued to the original payment method only, once the returned shawl reaches us. Please allow up to 10 days for the credit to appear in your account after we confirm receipt.
International returns
We ship worldwide and accept returns from every country, but we cannot offer free returs for international orders — local couriers vary too much to standardize. We’ll happily work with you to find the most affordable return route, and we’ll confirm your refund as soon as the shawl arrives back with us.
Shipping address and failed delivery
Please double-check your shipping address at checkout — full street, building/apartment number, postcode, city, country, and optionally a working phone number for the courier. Most failed deliveries come from a missing apartment number or an unreachable phone number, not from the courier.
If your shawl is returned to us because the address was incomplete or incorrect, or because the parcel was held at a pickup point or local depot and never collected within the courier’s standard holding window, we cannot re-ship it for free. You’ll need to cover the cost of the second shipment, or we can refund the order minus the original shipping cost we already paid.
How to avoid a return in the first place — order a fabric sample
The #1 reason brides return a shawl is a color mismatch with the wedding dress, especially inside the white family (Pure White, Ivory, Pearl, Cream Melange). Phone and laptop screens display whites very differently from real life.
If you are unsure which shade matches your dress, please order a fabric sample first. Samples are 5×5 cm squares of the actual shawl fabric, cost less than €2 each, and ship free when you order 3 or more. One sample order saves most returns.
Exchanges
We don’t process exchanges as a single transaction. If you’d like a different color or product, please place a new order for the shawl you want and return the original one using the steps above. This is faster for you — your replacement shawl ships immediately instead of waiting for the return to reach us.
Damaged items
In the unlikely event that your shawl arrives damaged or shows a quality issue, please contact us at returns@cosyllama.com within 14 days of delivery, with photos if possible. We’ll replace the shawl or refund it in full, whichever you prefer.
Cancelling an order
If you need to cancel an order, email returns@cosyllama.com or simply reply to the order confirmation email as soon as you can. We’ll happily cancel anything that hasn’t shipped yet. Once a shawl has shipped, it falls under the standard return process above.
A note on handmade variation
Every Cosy Llama shawl is hand-woven from 100% baby alpaca in our family workshop in Ecuador. A natural trait of hand-crafted items is that every piece is unique, so you may find small variations in tone, texture, or finish between shawls. These are part of the craft, not flaws, and are not grounds for return.
Questions before you buy?
If you’re unsure about color, sizing, or delivery timing, email contact@cosyllama.com before ordering. We reply quickly and we’d much rather help you get it right the first time.