FAQ

We ship within Germany in 5-7 business days.

Within the EU: 8-10 business days.

Outside the EU: please allow 10-20 business days.

Note: Some items are made to order, so processing may take a bit longer. If your order contains multiple items, they’ll be shipped together once all items are ready.

Need it by a specific date? Leave a note at checkout and we’ll do our best to meet it!

You’ll receive a tracking email as soon as your order is shipped.

It may take up to 12 hours for tracking info to update.

Flat rate in Germany: €4.99.

International rates vary depending on package size.

Please email us at info@chuppycozy.com:

Before shipping: We will do our best to update your address if you contact us in time.

After shipping: You will need to contact the shipping carrier directly.

If the order is returned to us due to an incorrect address, you will be responsible for the reshipping cost.

Note: If the package is lost due to an incorrect address and is not returned to us, we cannot offer a refund or replacement.

Yes, you can return items within 14 days of receiving your order.

Conditions: The product must be in new, unused condition with all original tags attached.

Return shipping fee: Customers are responsible for return shipping costs.

If the product is faulty or incorrect due to our error, Chuppy Cozy will cover the return costs.

Please contact us at info@chuppycozy.com for return assistance.

1. Contact us at info@chuppycozy.com to request return instructions.

2. Carefully repackage the item and send it to the address provided.

3. Wait for confirmation to receive your refund or replacement.

Refund time: 5-7 business days after we receive the returned item.

Refund method: Funds will be returned to your original payment method.

Currently, we do not offer direct exchanges. You can:

1. Return the original item for a refund.

2. Place a new order for the desired product.

The following items cannot be returned:

• Personalized or custom-made products
• Gift cards
• Sealed hygiene items if the seal has been removed

In some cases, a package may be marked as “delivered” while it’s still on its way. It often arrives within the next few days. If it doesn’t, we recommend the following steps:

Ask your neighbors or housemates if they accepted the package on your behalf.

Double-check that the shipping address you entered was correct.

Contact your local post office or nearby DHL branch for further assistance.

Note: All orders are shipped via DHL and include insurance for delivery issues. If your package is confirmed lost, please file a claim directly with DHL. Chuppy Cozy is not responsible for lost or stolen packages once they have left our warehouse.

If your tracking status hasn’t changed for an extended period, we suggest:

Contact DHL to get more detailed information about the shipment’s location.

We’re happy to support you as much as we can. However, please understand that once your package has been handed over to the carrier, Chuppy Cozy has no control over shipping delays.

We accept:

• Credit/Debit Cards (Visa, Mastercard, AMEX)
• PayPal
• Apple Pay & Google Pay

If you want to change or cancel your order, please contact us within 1 hour of placing it.

After that, your order will begin processing and can no longer be modified.

We recommend reviewing your order carefully before checkout to make sure everything is just the way you want it.

Yes, international customers are responsible for any applicable customs fees, import duties, or taxes. Please check with your local customs office for more details.

If you refuse a package and it is returned to us, we will issue a store credit for the value of the order (excluding shipping costs).

If you need further assistance, feel free to contact us at info@chuppycozy.com.