FAQs

Need Help?

If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.

Please allow 06 - 12 business days from the time your package arrives back to us for a refund to be issued.

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Orders & Payments

1. What payment methods do you accept?

We accept:

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

2. Can I cancel or modify my order?

Orders can only be canceled or modified within 1 hour of placement. After this period, orders will be processed and cannot be changed.

Shipping & Delivery

1. How long does shipping take?

  • Domestic (Germany): 3-7 business days.
  • International: 7-14 business days, depending on the destination and shipping service.

Note: Some products are made-to-order, so processing times may be longer. If your order contains multiple items, all products will be shipped together once they are ready.

If you need your order by a specific date, please leave a note during checkout, and we will try our best to accommodate your request.

2. How much is shipping ?

Germany: €4.99

Free Shipping: Available for orders over €80.

International: Shipping fees vary based on destination and will be displayed at checkout.

3. How can I track my order?

Once your order has been processed and shipped, you will receive an email with a tracking number. You can check the delivery status through the link provided in the email.Note: Tracking information may take up to 12 hours to update in the system.

4. What happens if I enter the wrong shipping address?

f you entered an incorrect shipping address, please contact us immediately at support@chuppycozy.com:

  • Before shipment: We will try our best to update the address.
  • After shipment: You will need to contact the shipping carrier for assistance. If the package is returned due to an incorrect address, you will be responsible for the re-shipping costs.

Note: We are not responsible for refunds or replacements due to incorrect address information provided by the customer.

International Customers

1. Will I have to pay customs fees?

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

2. What happens if I refuse an international shipment?

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 support@chuppycozy.com.

Lost or Delayed Packages

1. My tracking says "delivered," but I haven't received my package. What should I do?

Sometimes, packages are marked as "delivered" earlier than expected and may arrive a few days later. If you haven’t received your order, please:

  • Check with your neighbors or household members to see if they received it on your behalf.
  • Confirm that you entered the correct shipping address.
  • Contact your local post office for further information.

Note: All shipments are sent via DHL Priority Mail and include insurance in case of misdelivery. If your package is lost, please file a claim with DHL. ChuppyCozy is not responsible for lost or stolen packages after they have left our warehouse.

2. My package is stuck in transit. What should I do?

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

  • Contact DHL for further details.
  • Call DHL Customer Support at 1-800-275-8777.

We will assist you as much as possible, but please note that ChuppyCozy does not have control over shipping delays once the package has been handed over to the carrier.

3. How long will it take to get my package?

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Returns & Exchanges

1. Can I return an item?

Yes! You can return your item within 14 days of receiving it.

Conditions for Returns:

  • Items must be unused, in original condition, and with tags attached.
  • Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

To initiate a return, please contact us at support@chuppycozy.com.

2. Can I exchange an item?

We do not offer direct exchanges at this time. Instead, you can:

  1. Return your item for a refund.
  2. Place a new order for the desired product.

3. How do I return an item?

  1. Email support@chuppycozy.com to request return instructions.
  2. Carefully pack the item and ship it to the provided return address.
  3. Wait for our confirmation. Once we receive the item, we will process your refund.

Refund Processing Time: 5-7 business days after we receive the returned item.
Refund Method: Refunds will be issued to the original payment method.