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Frequently asked questions

Find answers about delivery, orders, returns and shopping at CozyVibe.eu.
These answers summarise our policies. Please read our Shipping Policy, Returns & Refunds Policy and Terms of Service for full details.

Need more help? Contact info@cozyvibe.eu or contact form

Shipping & delivery

Yes. We offer free standard shipping on orders of €70 or more to the countries listed in our Shipping Policy. For orders under €70, shipping fees depend on the destination. Any special free-shipping offer is subject to its stated conditions.

We deliver to Belgium, Germany, the Netherlands, Luxembourg, Monaco, France, Austria, Czech Republic, Denmark, Hungary, Poland, Italy, Sweden, Ireland, Slovakia, Spain, Bulgaria, Croatia, Estonia, Finland, Latvia, Lithuania, Romania and Slovenia. If your country is not listed, delivery is currently unavailable. See our Shipping Policy for details.

For orders under €70, standard shipping costs range from €4.90 to €24.90, depending on your destination. See the country-by-country fees in our Shipping Policy. Your shipping charge is displayed at checkout before payment.

Check the delivery estimate on the product page before ordering. Our current brand estimates are Aulica: 4–8 business days; Soeji: 1–3 business days; and Tavellio - Amsterdam: 1–3 business days. Timing depends on the product, shipping origin and destination; more distant destinations may take longer. These estimates do not limit your statutory rights. See our Shipping Policy.

Our products are dispatched from France, Germany or the Netherlands, depending on the brand.

Products from different brands may arrive in separate parcels and at different times. Check the individual shipments in your order details. We do not add shipping charges after purchase simply because your order is split into several shipments.

Sign in to your customer account using the email address associated with your purchase and open the relevant order. You can view available order and shipment information there. Tracking is shown when it has been provided; updates depend on the carrier.

Email info@cozyvibe.eu with your order number and explain the problem. If tracking says delivered, check whether someone at your address accepted the parcel and review any delivery note. We will investigate with the delivery partner and help resolve the issue. Your statutory rights remain unaffected.

Orders & customer accounts

No. You can check out without signing in. After purchasing, you can use the email address associated with your order to access your customer accoun

Visit your customer account, enter the email address associated with your purchase and follow the verification steps. Email sign-in uses a one-time six-digit code sent to your inbox. No password or separate registration is required. Once signed in, open an order to view its details and available status information.

Check that you are using the email address associated with the purchase and look in your spam or junk folder. Orders associated with a different email address may not appear in the same account. If you still need help, contact info@cozyvibe.eu. We may verify your identity before sharing order information.

Contact info@cozyvibe.eu as soon as possible with your order number and the change you need. We will check what is still possible, but changes cannot be guaranteed once preparation or dispatch has started. Your statutory withdrawal rights remain unaffected; see our Returns & Refunds Policy.

Email info@cozyvibe.eu immediately with your order number and the correct address. We will check whether the address can still be changed with the fulfilment partner or carrier. An address change cannot be guaranteed, even before dispatch. We will explain any available redelivery arrangements and applicable costs.

The payment methods available for your order are shown at checkout. Availability can vary by country, device and payment-provider eligibility. Review the options and any payment terms before completing your purchase.

Returns & refunds

For eligible online purchases, notify us within 14 days after receiving your goods. If items from one order arrive separately, this period generally starts when the last item arrives. You then have a further 14 days to send the goods back. Legal exceptions can apply, including certain personalised goods. See our Returns & Refunds Policy.

Use our Returns Portal or email info@cozyvibe.eu with a clear statement that you wish to withdraw from your purchase. Include your order number and the items concerned to help us assist you. You do not need an account or to use the portal to exercise your statutory withdrawal rights. Ask us for the correct return address, which may differ by brand, and keep your proof of postage.

You may inspect an item as you would in a shop. Return it carefully packed with its included accessories and components. Use the original packaging where possible, or suitable protective packaging. Missing original packaging does not by itself remove your statutory withdrawal rights. You may be responsible for diminished value caused by handling beyond what is necessary to inspect the item, where permitted by law.

For a change-of-mind return, you pay the direct return cost where this was disclosed before purchase. For damaged, faulty or incorrect goods, we cover the necessary return shipping costs. Contact us so we can arrange the appropriate return method.

Contact info@cozyvibe.eu with your order number and a description of the problem. Photos can help where available. We will arrange a remedy in accordance with your statutory rights, which may include repair, replacement, a price reduction or a refund, depending on the circumstances. Your rights concerning faulty goods are separate from the 14-day change-of-mind period.

For a valid statutory withdrawal, we refund the applicable payments without undue delay and within 14 days of receiving your withdrawal notice. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them or evidence that you sent them back, whichever happens first. Refunds use the original payment method unless you expressly agree otherwise without fees. Your bank or payment provider may take additional time to show the credit.

If you withdraw from your entire order, we also refund the cost of our least expensive standard delivery option. Any extra paid for an upgraded delivery service need not be refunded.

We do not offer direct exchanges for change-of-mind purchases. You can return an eligible item and place a new order for the item you prefer. For faulty or incorrect goods, contact us to arrange the appropriate remedy.

A discount or “final sale” label does not by itself remove your statutory withdrawal rights. Goods made to your specifications or clearly personalised may be excluded where the legal exception applies. Such exceptions do not remove your rights if goods are faulty or not as described. See our Returns & Refunds Policy.

Products & help

Discover lighting, home decor, soft textiles, tableware, drinkware and storage. Our Ambient Lighting collection brings together table lamps, wall lighting and ceiling lighting. Cozy Decor includes vases, baskets, placemats, mirrors and furniture. Soft Living brings together blankets, cushions and cozy textiles.

Check the individual product description for the information supplied for that item. Details vary by product and brand. If a measurement, care instruction or other detail is missing, email info@cozyvibe.eu with the product name or link before ordering.

Our website offers English, Dutch and German. Use the language selector to choose your preferred language.

Email info@cozyvibe.eu or use our contact form. For an existing purchase, include your order number and a brief explanation so we can help you more efficiently.

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