Lost Orders
If you believe an order has been lost in transit, please contact us within 30 days of the estimated delivery date. We are happy to send a replacement order on your behalf.
📌 Before submitting a lost order claim, please confirm the following:
✔ The shipping address provided is correct and complete.
✔ You have checked with their local post office or carrier to locate the order.
✔ The tracking information does not show the order as delivered.
✔ There are no recent tracking updates from the carrier.
✔ Several working days have passed since the estimated delivery date.
🔹 Note: We may need to confirm the lost order status with the shipping provider before issuing a replacement.
Return Policy
No Returns or Exchanges: Our products are custom-made for each order, so we do not support returns or provide a return address. If you wish to place a new order, you will be responsible for the cost of the new order.
We do not accept returns for wrong size selection or buyer’s remorse/change of mind.
🔹 Exceptions: If an order is damaged or contains a manufacturing defect, please contact us within 30 days of delivery, and we will arrange for a replacement or refund.
Returned to Sender
If an order is returned to the sender, you may place a new order (within 30 days of the estimated delivery date) and contact us. We will arrange to refund the product price for the new order, but you will need to cover the shipping cost.
📦 Common reasons for returned orders:
🚫 Wrong Address – If the provided shipping address is incorrect or incomplete, the order will be returned and disposed of safely. You will need to place a new order with the correct address at your expense.
🚫 Unclaimed Packages – If the order is not collected from the local post office or pick-up point, it may be returned to the sender. In such cases, you may place a new order and contact us for a refund of the product price (shipping fees will still apply).
Orders Marked as “Delivered”
If the tracking information shows an order as delivered, but your customer has not received it, we recommend:
✔ Checking nearby locations where the package might have been placed.
✔ Asking neighbors or household members if they received the package.
✔ Contacting the shipping provider for further details.⚠ Important: Since we cannot verify non-delivery if the order is marked as delivered, we cannot offer a refund or free replacement in such cases. However, you may choose to place a paid reorder for your customer.
5. Lost or Stolen Packages
- In case the package has been lost, the first thing to do is to check whether the submitted address is 100% accurate. Even a single missing letter or number can cause a delivery failure.
- If the address is correct, please make sure to contact the local post office (or advise the customer to do so). Occasionally, we see that upon arriving at the destination city, the package is stored at the local post office and the recipient has to collect the package from there.
- Lost orders with an incorrect delivery address provided by your customer will not be refunded.
- We are not responsible for lost or stolen packages but can assist with filing a claim with the carrier.
- We are not responsible for orders lost as a result of an incorrect delivery address provided.
6. How to Request a Return or Refund
- Contact us at support@nikcozy.com with:
- Order number
- Photos of the defective/damaged item
- A brief description of the issue
- Our team will review your request within 48 hours and provide a resolution.
Questions?
For any issues, feel free to contact our support team at support@nikcozy.com