Terms and Conditions
These Terms and Conditions apply to all transactions between us and yourself. They do not affect your statutory rights. Please read them carefully.
We may change these Terms and Conditions at any time. Any changes will take effect on the date they are posted on our website.
These Terms and Conditions are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these Terms and Conditions
This site and its Terms and Conditions have been designed for use within the UK and under UK legislation.We are happy to consider orders from outside the UK but give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK legislation.
By placing an order with us you will be deemed to have read, understood and agreed to these Terms and Conditions.
To order goods over the telephone or on our website, you must be at least 18 years of age. All telephone orders will be acknowledged verbally at the time of order, and all orders placed on our website will be acknowledged electronically by e-mail. Please note that verbal and/or electronic acknowledgements do not constitute order confirmation or order acceptance. Your order will be accepted and the creation of a legally binding contract between you and us will take place once the goods have been dispatched or collected. (Alternatively, we may decline all or part of your order for any reason, in which case we will inform you in-person or by telephone or e-mail).
When deciding whether or not to accept your order we may use certain information about you, including any received from credit reference agency checks. This helps to protect you and us against fraudulent transactions.
We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method.
The total price payable will be stipulated at the time when you place your order whether or not the order has been acknowledged. We are entitled to make adjustments to the price to take account of any increase in our suppliers’ prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been acknowledged. We will inform you of the correct price and give you the opportunity to cancel the order. All prices are inclusive of any applicable taxes but exclusive of delivery charges which will be payable as indicated at the time the order is placed. Delivery charges will be shown in the Basket screen, where the delivery country can be selected. We reserve the right to request a revised delivery price from you in the event that your order and destination combine in such a way as to make our general delivery costs not applicable or inaccurate.
Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If a product becomes unavailable we may offer you an alternative. All products are automatically removed from the website if they are out of stock, so listed products are in stock, except in exceptional cases. If you require items which are currently out of stock please email or call to enquire about availability.
Although we endeavour to ensure that all pricing information on the website is accurate, occasionally an error may occur and goods may be mispriced. If we discover a pricing error we will, at our discretion, either: contact you and ask you whether you wish to cancel your order or continue with the order at the correct price; or notify you that we have cancelled your order. We will not be obliged to supply goods at the incorrect price.
Prices that are reduced for sales and promotions are only valid for the specified period.
All prices are in Pounds Sterling, and all orders must be paid for in Pounds Sterling. Any fees incurred by you or ourselves associated with conversion from other currencies will be payable by the purchaser.
Your order is sent directly to our secure order processing system. Once we have received your order and payment, we will pick, pack and dispatch the item. We will aim to do this the same day for all orders placed by 2.00pm Mon to Fri excluding public holidays. Our success rate for meeting this aim is in excess of 99%.
You can see the progress of your order at any time by logging into My Account from the Home page on this website.
We continue to be committed to our Prompt Despatch and Fast Delivery promises - we will strive to ensure we meet these promises for your much appreciated orders, but we hope that you might understand that in exceptional circumstances this may not always be possible. We currently acheive in excess of 99% despatch-on-time success.
All UK orders over £25 (except for large/heavy items) are eligible for free Royal Mail 24 (1st Class post) delivery. Orders less than £25 are charged at just £1.95. We may at times temporarily substitute an alternative service if prevailing trading conditions require us to do so.
We have FREE Tracked delivery for UK orders over £50.
We also have guaranteed Next Day delivery available for most UK address (Highlands and Islands, etc, may take longer). Just enter your postcode into the Delivery Estimator in the Basket screen to see the available delivery options for your address.
If you require your delivery by a certain date, then please consider our express options which are very reasonably priced (less than some of our competitors charge for standard delivery).
If the service used for your order has additional tracking or parcel information available then this will be detailed either in our Despatch Notification email, or in a seperate email/SMS.
We ship to most International destinations, althout some large/heavy items may not be available for all countries. We use International Airmail for most items, and a courier for large/heavy items or for express services. Enter your country in the Delivery Estimator in the Basket screen to see the available delivery options for your address.
If the service used for your order has additional tracking or parcel information available then this will be detailed either in our Despatch Confirmation email, or in a seperate email.
For our detailed guide on delivery services and durations for your address please click here (requires Adobe Reader).
If you require a delivery option that is not available on the website then please telephone at the time of ordering, where we may be able to offer further options. Once you have placed an order it will be dispatched the same day or the next day depending on the time the order was placed – orders placed by 2.00pm are guaranteed to be despatched that day (Mon – Fri). Orders placed after 2.00pm will generally be despatched on the next working day, although some may be despatched the same day depending on circumstances.
If you are unavailable when our delivery partner tries to deliver your order, they will usually try to deliver again the next working day or they will drop a card in to offer alternative delivery options. If you should refuse delivery of goods, or are not available to accept the delivery on all delivery attempts, you will be required to cover any extra costs incurred. We are happy to accept special instructions regarding delivery (e.g. to try a neighbour) – please enter in the appropriate box during Checkout or call us.
In general, we ship to all UK, Europe and worldwide destinations, although we may not be able to automate all order and destination combinations through our website checkout, so please call or email if you are having problems or would like other shipping options.
We are happy to ship to BFPO addresses. This can be done for no extra charge on most items. If an extra charge is required we will contact you within 1 working day of your order placement. Please ensure you enter your BFPO address accurately to BFPO standards to ensure timely delivery.
If you plan to have your order delivered to a UK mail forwarding company, for onward delivery to yourself, please ensure you provide your own name and address as the billing address, and use the mail forwarder's address in our 'Delivery Address' section. We may have to request proof of identity for new customers using mail forwarders.
We do not sell through channels other than the CozyMole website and do not partner with shopping service companies or other partners.
If you are an intermediary and plan to purchase from us and deliver to your client as a business transaction, you should contact us before purchase. Purchases made in this way without prior contact and consent are liable to be cancelled and/or not protected by the Consumer Contracts Regulations.
VAT exempt customers
If you are taking delivery in a non-EC destination then VAT will not be charged on your order, although this will only become apparant after registration when you tell us what country you are in. Please note that many of the items we sell are Zero-Rated for VAT in the UK (childrens clothing and footwear is zero-rated) so non-EC customers will not see a price change on such items.
All information provided on the products on this website is intended as a guide only. Dimensions and weights are only approximate, as are colours. If you can’t see the colour or size you would like please call to check availability.
On occasion goods are subject to availability and delay in delivery of goods is sometimes outside our control. As such, delivery cannot be guaranteed and any dates we specify for the delivery of the goods reflect our targets only. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods.
We hope you will be delighted with all of your purchases from CozyMole however, if for any reason you wish to return an item please refer to our returns policy below :-
Under The Consumer Contracts Regulations 2014 you have the right to cancel your order up to 14 days from the day you received the goods. If for any reason you are dissatisfied with your purchase, you can cancel your order either by returning the goods to us or by notifying us by email of you intention to do so within the 14 day period (if you choose to inform us of your intention to cancel the order by email, you then have a further 14 days during which we must receive your return). Goods must be returned to us in all their original product packaging, unused and in a resaleable condition. A full refund of the product cost will be given, plus any basic delivery charge which was paid to us at the time of ordering. 'Premium' delivery charges over and above the basic service cannot be refunded (the basic rate which would have applied to the order will be refunded). In the event that you are returning part of an order for a refund, rather than cancelling the whole order, no refund can be made for our outbound delivery cost. The cost of returning the order to us is the responsibility of the purchaser.
To return an item please send it with your receipt (or a copy of the receipt), using the returns form on the reverse of your receipt to state your reason for return and whether you require an exchange or refund. We do not charge any re-delivery costs for exchanges, even if your original order attracted a delivery charge (Mainland UK only; other orders may attract a charge - please contact us about your exchange). Using this form enables us to quickly find your original order and process the return. We aim to process exchanges within 2 days of receipt, and refunds are generally within 5 days although may take 10 days at busy times.
Returned goods must be sent in the original product packaging, in as received condition. When you receive your goods we would request that you open the packaging carefully, in case you need to return your goods. Goods returned with product packaging that has not been treated with reasonable care may not be refundable - 'product packaging' includes the packaging which is specific to the product - i.e. boxes and other packaging which carry branding/product codes/images/stickers/etc which are specific to the product and are not generic packaging.
Please package the item securely and return to the addresss below :-
PO Box 162
Telephone: 01845 587950
Do not attach stamps, labels, adhesive tape, staples or anything else directly to the product or the product packaging which might cause damage when removed - use a bag, box, or other protective covering, to which you can attach your labels and stamps.
We recommend that you use 1st Class or 2nd Class Royal Mail post, and consider Recorded Delivery and/or Special Delivery for higher value returns to provide you with proof of delivery and adequate insurance cover. We suggest you consult www.royalmail.com and use their postage price finder in order to determine the best value way to return your item. Note that package dimensions, especially thickness, can influence the postage cost very significantly.
It is your responsibility to take reasonable care of the goods and to ensure that they are returned to us in an undamaged condition.
If goods are damaged or faulty when you receive them please contact us at firstname.lastname@example.org so that we can advise on the return and replacement of the item. Items should be returned in their original packaging and complete with a valid receipt to allow us to deal with your return. Once we have verified the fault, we will issue a replacement or refund. We fully examine returned items and liaise with the manufacturers and if a returned item is found to be not faulty we will return the item to you. In this instance you will be liable for the return postage charge.
If you wish to return any goods because of faults which occur outside the initial 14 day period, then please ensure you provide the original receipt delivered with the order.
Please refer to our seperate page on Privacy and Security HERE
Offers and Vouchers
CozyMole gift vouchers are redeemable against any merchandise listed on the website www.cozymole.co.uk. To use a gift voucher to pay or partially pay for an order, enter the voucher code during the checkout process. Only one voucher may be redeemed against each product, however we will combine postage on orders for multiple products with multiple vouchers made on the same day (either telephone us for this or we will refund the postage following the transaction(s)). Gift vouchers are non-transferable and cannot be exchanged for cash. No exchange or credit will be given on any unused portion of a voucher. Goods purchased or partly purchased with a voucher which are subsequently returned and accepted by CozyMole will be credited using an equivalent voucher. Cozymole reserves the right to refuse to accept a voucher which it deems to have been duplicated or otherwise obtained by fraudulent means. Gift vouchers will expire on the date given on the voucher, after which they will be treated as void and are non-returnable and non-refundable.
These Terms and Conditions of Sale shall be governed by the laws of England and you agree to submit to the non-exclusive jurisdiction of the English courts. We are required by law to inform you that sales can be concluded in English only and that no public filing requirements apply.
All correspondence must be in English.