FAQ’s

Most frequently asked questions

ORDER

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-Do I need to set up an account to place an order?

You can shop at Cosiol without creating an account, but creating an account is quick and simple. We recommend it.

-What if I can’t add an item to my shopping cart?

Check that the item you want is still available: if the size is greyed out, it means that this size is no longer available, so you cannot add the item to your shopping cart.

-What can I do if the item that I want is out of stock?

You can click in the link below to the “add to cart” button and subscribe to be notified once  back in stock.

-Is it possible to modify or cancel my order?

Once validated, your order cannot be modified or cancelled. Please check it before proceeding to the secure payment. But if the delivery is still not gone, there is still time to change something, please contact us at customercare@cosiol.com and we’ll help you.

-What if I have not received the order confirmation email ?

First, we invite you to check your inbox for junk mail and spam. If you do not find the confirmation email, you can check if the order appears in the “ORDERS” section of your “MY ACCOUNT” area. You can also ask us for your tracking number.

RETURN

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Check page with Returns

SHIPPING

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-Do you ship internationally?

Yes, we do!

We deliver with DHL and DHL EXPRESS for Europe and international orders. And MRW for domestic orders.

-What are the delivery times?

For domestic (Spain) and international orders, please allow 1 – 2 working days for your order to be processed and shipped.
For Domestic orders, you will receive your purchases in 24 – 48 hours after your order has been shipped.
For Europe orders, you will receive it in 24 – 48 hours after your order has been shipped via DHL Express.
For economic International orders, you will receive it in 4 – 5 working days after your order has been shipped. In case of Priority International orders, you will receive it in 24 – 28 hours after your order has been shipped.

-Is there a charge for delivery ?

Free shipping for purchases over 200€ in Spain (Canarias and Islas Baleares not included).
Price is set in Euros and does not include duty and tax fees for international orders, which are responsibility of the customer in its country of residence.
Shipping rates and policies are subject to change.

-Can I change my delivery address after confirming my order?

Changing a delivery address is not possible once you have paid for your order and it is recorded in our systems. Please check it before proceeding to the secure payment. BUT, if you order has not been shipped yet, please, contact at customercare@cosiol.com and we’ll help you.

-How do I track the delivery of my package?

In the order confirmation email, you have a tracking number and a link that redirects you to the carrier’s website to locate your package.

-What happens if I am not present during the delivery?

If you are not there during the first delivery, don’t panic! You’d have a second chance. After these two times, your item will be returned to our warehouse.

-What happens if I don’t receive my package?

First, you can check the status of your order by using the tracking number in the confirmation email or on your account.
Feel free to contact Customer Service with your order number and tracking number to open an investigation with the carrier.

PRODUCT

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-When will you have a sale?

We always update our social media and emails with current happenings at Cosiol including sales and discount codes. Keep checking those or sign up for our newsletter. Follow us on Instagram @cosiolnature and Facebook (Cosiol).

-How to know the availability of an item?

When an item is temporarily unavailable on our e-shop, the product sheet is visible but the sizes are greyed out and cannot be selected. This means that we are out of stock.

-How do I choose my size?

To know which size you should get, please check our size chart.

Also, take your measurements using a soft tape measure for better results, and if you find yourself in between sizes, we recommend sizing up. If you still need some assistance contact us in our chat area or contact us in our customer service at customercare@cosiol.com

-How do I know the composition and care instructions of an item?

Our sustainable items are made of 100@ Natural European Flax. Once you have an Cosiol items, you certainly want to take good care of it to maintain the high quality. Instruction care you can find  with the product page.

-What can I do if I receive a faulty item?

We invite you to contact Customer Service by attaching a photo of the item in question with an explanatory note of the defect found, if possible. We will make a first assessment with our Quality Department and then we will contact you again to give you the procedure to follow.

The item I want is out of stock. Can you let me know when it will be back?

Yes! Under of each item that is out of stock, you’ll find an area to leave us your email and you’ll be the first one to know once it’s back

You can also follow us on Instagram for new drops and updates.

IG: @cosiolnature

PAYMENT

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-Is online payment secure?

The payment is secure. We therefore have no access at any time to your bank details which are not stored on our site.

-What are the possible payment methods?

You can pay by Credit Card, Visa, Mastercard, American Express or Stripe. Cosiol also offers you the possibility to pay for your purchases with Paypal, a secure payment method, which allows you to make payments online without having to enter your credit card number. An email address and your Paypal password are sufficient.

-When is my bank account debited?

The debit of your credit card or your Paypal account is made as soon as your order is validated.

ACCOUNT

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Your “MY ACCOUNT” area allows you to keep your personal information up to date, consult the details of your orders, track deliveries, print your invoices and complete your returns and retraction forms online.
-How do I create my account?

Click on “Login” at the top right then proceed to the “Sign in”area and enter your email address in the “Email” field.
Then click on “REGISTER”.You will receive an email confirming the creation of your account. Your login details are necessary to identify you and place an order securely on our e-shop.

-How do I login to my account ?

Click on “Login” at the top right.
Enter your email address and password. Click on “CONNECTION” to access your account.
f you do not voluntarily disconnect from your session, you will remain in connected mode.

-What if my email address already exists?

This means that you have already created an account with this address.
If you do not remember the associated password, you must click on “Forgotten password?”, then enter your email address to instantly receive by email a link to reset your password.
If you do not receive this email, check your junk mail.
If this does not work, please contact Customer Service directly.

-How do I recover/change my password?

If you can’t remember your password, please click on “Forgotten password? “when you are on the login page. Please enter your email address to receive an email with a link to reset your password.

-How do I subscribe to the Newsletters?

Go to the bottom of the page in “Newsletter”, fill in the “Email” field with your name. To have the registration taken into account, do not forget to click on “Subscribe”.

-How do I unsubscribe from the Newsletters?

Go to the bottom of the page in “Newsletter”. Click on “You can unsubscribe from emails at any time”. Then, enter your email address to unsubscribe from this list.

Contact

Still have questions?