Deliveries and Returns
Shipping & Delivery
Free shipping is available on orders over €120 within the European Union. Orders below €120 incur a shipping fee of €10 within the European Union (€8 for Spain).
If you are based outside the European Union and would like to place an order, please contact our Customer Care Team at hello@thekoozy.com. We will be happy to arrange a personalised shipment and provide you with the available shipping options.
All orders are dispatched from Spain and are mainly delivered by UPS. Once your order has been shipped, you will receive a confirmation email with your tracking details. The estimated delivery time within the European Union is 3–5 business days from the date the carrier collects your parcel. Delivery times for destinations outside the European Union will vary depending on the destination and courier service.
During holiday periods, slight delays may occur; however, we will make every effort to ensure your order is delivered as quickly as possible.
If your order has not arrived, please check the tracking information provided in your shipping confirmation email. If delivery was unsuccessful, the courier will normally attempt delivery again on the next working day.
Returns & Refunds
EU Right of Withdrawal
If you are a consumer in the European Union, you generally have the right to withdraw from your online purchase within 14 days of receiving the goods, without giving a reason, in accordance with applicable EU and Spanish consumer protection law.
To exercise your right of withdrawal, you may use our Return Portal: https://www.thekoozy.com/apps/parcelpanel-returns, or notify us of your decision to withdraw by email at hello@thekoozy.com or by post at THE KOOZY, Avenida Fuentemar 19–21, 28823 Coslada, Spain, using any other unequivocal statement.
You will be asked to provide or confirm your name, the details identifying the relevant order and the electronic contact details to which the confirmation of withdrawal should be sent. Before submitting your withdrawal, you will be asked to confirm it by selecting a clearly labelled “Confirm withdrawal” function. Once submitted, you will receive an automatic confirmation by email.
Returns submitted through our Return Portal are free of charge for EU orders.
You may also cancel an unfulfilled order directly through your customer account before it has been shipped.
General Returns & Refunds
If you wish to return items purchased on our website under your right of withdrawal and your order was delivered within the European Union, you may submit your return request within 14 days of receiving your order through our Return Portal or by using any of the alternative methods described above. Returns submitted through the Return Portal are free of charge.
If your order was delivered outside the European Union, please contact our Customer Care Team at hello@thekoozy.com within 14 days of receiving your order. We will provide you with the return instructions. Unless otherwise agreed by The KOOZY, return shipping costs for orders delivered outside the European Union are the responsibility of the customer.
Once you have exercised your right of withdrawal, The KOOZY will reimburse the payments received from you, including the cost of standard delivery originally selected for the order, without undue delay and, in any event, no later than 14 days from the date on which we are informed of your decision to withdraw. Where permitted by law, reimbursement may be withheld until the returned goods have been received or you have provided evidence that you have sent them back.
Returned goods may be inspected to assess whether they have been handled beyond what is necessary to establish their nature, characteristics and functioning, as further explained in the section “Conditions of Returned Good” below. Any applicable reduction in value will be handled in accordance with Spanish consumer law. Refunds will be issued to the original payment method. Your payment provider may require additional processing time before the refund appears in your account.
Where a customer chooses a more expensive delivery option than the standard delivery option offered by The KOOZY, the additional cost of that premium delivery option is not refundable to the extent permitted by applicable law.
Free Shipping and Partial Returns
If your original order qualified for free shipping because it exceeded the €120 threshold and you return part of the order, no shipping charge will be deducted from your refund solely because the retained order value falls below €120. The original shipping charge will be handled in accordance with the applicable rules on withdrawal and delivery costs.
Products Excluded from the Right of Withdrawal
The right of withdrawal does not apply where an applicable legal exception applies. This includes goods made to the consumer's specifications or clearly personalised goods, where applicable.
For hygiene or health-protection reasons, certain goods may also be excluded from the right of withdrawal where they have been unsealed after delivery and, therefore, are not suitable for return for health-protection or hygiene reasons, where the applicable legal conditions for the exemption are met.
Any applicable exclusion will be communicated clearly before purchase and will be applied only where permitted by law.
Condition of Returned Goods
Customers may handle and inspect goods as they would reasonably be permitted to do in a physical shop. If goods are handled beyond what is necessary to establish their nature, characteristics and functioning, the customer may be liable for any resulting diminution in value to the extent permitted by applicable law.
Once you have notified us of your decision to withdraw, you must return the relevant goods without undue delay and, in any event, no later than 14 days from the date on which you notified us of your withdrawal.
Where returns are made under our free EU Return Portal, The KOOZY will provide the applicable return instructions and shipping label/process.
For returns where free return shipping does not apply, items should be sent by a trackable or registered service to minimise the risk of loss during transit and at the customer's expense, unless applicable law provides otherwise, to:
THE KOOZY
Avenida Fuentemar 19–21
28823 Coslada, Spain
Returned items should be accompanied by the relevant order or invoice information. Where you arrange the return shipment yourself, we recommend using a trackable or registered service and retaining proof of shipment.
Exchanges
The KOOZY does not offer exchanges as a standard service. Customers may return an item and place a new order. This does not affect any mandatory rights the customer may have under applicable law, including rights relating to defective or non-conforming goods.
Legal Guarantees
Nothing in this policy limits or excludes any mandatory statutory rights available to consumers. Consumers benefit from the applicable legal guarantee for goods and from any other remedies provided by EU and Spanish consumer law in relation to defective, damaged or non-conforming products. For further information on the applicable legal guarantee and available remedies, please see the “Guarantees” section of our Terms and Conditions.
For information about defective products, legal guarantees, and any additional remedies, please contact our Customer Care Team at hello@thekoozy.com.
Sustainability
All our garments are packed in 100% biodegradable and compostable poly mailers. Our delivery packaging is FSC® certified, and our dust bags are made from organic cotton.
Customer Care
If you have any questions about delivery, returns, refunds, or your consumer rights, please contact hello@thekoozy.com.
