Frequently asked questions
Refunds & Returns
Quality & Size
Work with COS
What countries do you ship to?
Please click here to see a list of countries which we currently ship to. We hope to add more countries very soon, so please sign up to our newsletter here to be the first to hear about future expansion.
How will my parcel be delivered, and how long does delivery take?
We offer Express (1-2 days) or Standard delivery (2-6 days, depending on country). Additionally, there are different delivery options through a range of couriers, depending on your delivery country. To view the full options for your country, please click here.
How do I track the status of my order?
While your order is being packed and processed, you’ll see ‘In Progress’ in your Order History. Once your order has been shipped, we will send a shipping confirmation email to let you know. This will include a tracking link for your parcel, so you can follow its progress from us to you.
Can I make any changes to my order now it has been placed?
Once your order has been placed, it is not possible to amend/add any items included in the order or change the recipient details or delivery address. However it may be possible to cancel the order, if you call our customer service team within one hour of making the purchase.
What payment options do you offer?
You can choose to pay using MasterCard, VISA, VISA Electron, American Express, Discover and PayPal. To find out more about our payment options available in the US, please click here.
Where do I add my discount code?
On the Shopping Bag page, you’ll see ‘Got a promotion code?’ under Order Summary. You can enter the code here before proceeding to Checkout. If the code isn’t working, please check it has been spelled corrected correctly and no extra spaces or characters have been added. Please note that we don’t currently accept Gift Cards online.
Do you offer discounts or Black Friday deals?
Yes, we offer discounts during sale periods and one-off promotions. Please sign up to our newsletter to be the first to know.
What does ‘online exclusive’ mean?
Some pieces in our collection are only available to purchase online and are not available in any COS stores. These selected garments are highlighted with either a ‘online only’ or ‘online only colour’ marker on the product page of our website. These products can only be purchased using the online checkout process. If you have difficulty placing an order for one of these items online, our Customer Service team may be able to assist.
Refunds & Returns
How do I make a return?
If something isn’t quite right, you can return your parcel to us free of charge. To view detailed instructions for your country, please click here. Once your return has been received and processed, you’ll be sent a confirmation email to let you know. Please note that we do not offer an exchange service.
How long does my return and refund take?
Returns take a maximum of 14 days to reach our warehouse and be processed for a refund. Once this has been done, you’ll receive a return confirmation email to let you know. If you haven’t received confirmation after 14 days, please contact customer service here with your proof of return and a list of the items returned.
How do I get replacement returns note/label?
If you need a replacement returns note, you can find this here. If you are missing the self-adhesive return label from your parcel, please contact customer service.
How do I unlock my account?
If you have forgotten your password or have been locked out of your account, you can request a reset link here. If you need any further assistance, our customer service team will be happy to help.
How do I delete my account?
We will only keep your data as long as you are an active customer. However, if you wish to delete your account or revoke consent, please visit our Privacy Notice pages for further information.
Quality & Size
How do I know which size to order?
You can find our full size guide online here which includes a size conversion chart, measurements per size and information on how to compare your measurements. If you are unsure, remember we always offer free returns so you are welcome to try more than one size, and return those which aren’t the best fit.
What quality can I expect from COS products?
Quality is very important to us. Offering reinvented classics and wardrobe essentials, we create pieces that are made to last beyond the season. Traditional methods and new techniques merge to form timeless, understated collections. With the right care, we expect our pieces to remain a part of your wardrobe for years. You can find our full guide to product care here.
How should I care for my garment?
How you should care for your products depends on the material they are made from. We have detailed guides for different wools and knits, cotton, silk, linen and leather here.
Do COS offer maternity sizes?
While we don’t have a specific maternity range, some of our garments are designed with more relaxed and comfortable fits. You can find more information on the fit of the product in the description and in our online size guide.
Can I buy a gift card online?
Currently gift cards can only be bought and used in our stores, within the country of purchase. If you have any further questions about our gift cards, please contact our team in store who will be happy to advise.
Where can I spend my gift card?
Gift cards can be spent in any COS store within the country of purchase, excluding concession stores. Gift cards cannot currently be used online. To check the validity or balance of your Gift card, please contact your local store here.
Where can I visit one of your stores?
Our online store locator lists all our stores globally, along with their opening hours and contact details. We hope to see you soon!
Can I contact the store directly about my purchase or experience?
Of course, our stores are always happy to hear from you, so please do get in touch. You can find all contact details in our Store Locator here.
How do I return an item bought from a COS store?
Returns can be made to any store (excluding concession stores) within the same country of purchase. You can find the conditions of return on your purchase receipt, or the store team will be happy to advise further. Please note that we cannot accept returns in a different country than the purchase was made.
What does sustainability mean to COS?
At COS, sustainability means always having longevity in mind. We achieve this through our considered approach to high quality, durability and functionality. Quality is our essence, from the fibres chosen in our garments to the customer experience and everything in between. Everything matters in the way we work, care and create things so each piece will last beyond the season. We are working hard to make conscious choices about the materials we use and our production methods, and all our suppliers must comply with our code of conduct. For more information on the group’s policies, please visit the H&M sustainability page.
Work with COS
How do I apply for a job with COS?
We are always happy to hear when someone wants to work for us! You can find and apply for all current vacancies on our careers site, so this is the best place to start. Alternatively, you can keep up to date on our LinkedIn profile here.
How do I establish a collaboration with COS as an influencer?
It’s always great to hear from people who are inspired by the pieces we create. If you would like more information about who we are and what we value please contact our press department here.
Frequently asked questions