FAQ
⭐ FAQ — The Cozy Exchange
Welcome to The Cozy Exchange FAQ page.
Here you’ll find answers to our most common questions about ordering, shipping, returns, and our Pre-Loved Finds.
If you still need help, feel free to contact us anytime.
🧺 Orders & Processing
▶ How long does it take to process my order?
Most orders are processed within 1–3 business days.
Pre-Loved Finds may require an extra day for inspection and packaging.
▶ Can I change or cancel my order?
If your order hasn’t shipped yet, we may be able to update or cancel it.
Contact us as soon as possible with your order number.
▶ Do you offer gift wrapping?
Yes! Add a note at checkout, and we’ll wrap your order in cozy, eco-friendly packaging.
📦 Shipping & Delivery
▶ Where do you ship from?
All items ship from the U.S.
▶ How long does shipping take?
Shipping typically takes:
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3–7 business days within the U.S.
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Holidays and weather delays may extend shipping times.
▶ How much is shipping?
Shipping is calculated at checkout based on your location and order weight.
We occasionally offer free shipping promotions—follow us for updates!
▶ Do you offer tracking?
Yes. You’ll receive a tracking number by email once your order ships.
▶ My tracking shows “Delivered,” but I don’t have my package.
Sometimes carriers mark a package delivered a day early.
If it doesn’t arrive within 24 hours, please check with neighbors or your local post office, then contact us.
💛 Returns & Exchanges
▶ What is your return policy?
We accept returns on eligible new items within 14 days of delivery.
Items must be unused and in their original condition.
▶ Can I return Pre-Loved Finds?
Pre-Loved items are final sale due to their one-of-a-kind nature.
We describe all items clearly and include photos so you know exactly what to expect.
▶ My item arrived damaged — what do I do?
If something arrives damaged, please contact us within 48 hours with photos.
We’ll replace or refund the item right away.
🧽 Products & Care
▶ Are all items brand new?
We offer a curated mix of brand-new cozy home goods and one-of-a-kind Pre-Loved Finds.
▶ How do I care for my textiles or decor?
Care instructions are listed on each product page.
If you need additional guidance, feel free to message us anytime.
▶ Are Pre-Loved items cleaned before shipping?
Yes — every Pre-Loved item is carefully inspected, cleaned, and refreshed before being added to the shop.
💳 Payments
▶ What payment methods do you accept?
We accept all major credit cards, Shop Pay, and more depending on your checkout options.
▶ Do you offer installments or Shop Pay?
Yes, many items qualify for Shop Pay Installments during checkout.
🎁 Pre-Loved Finds (Special Section)
▶ What qualifies as a Pre-Loved Find?
These are gently-used, high-quality home goods that deserve a second home.
▶ Why are Pre-Loved items final sale?
Each item is unique and thoroughly described.
Once purchased, we can’t restock it—so it is final sale.
▶ Will you ever re-stock a Pre-Loved item?
Usually not — but check back often! New treasures arrive regularly.
📬 Still Need Help?
We’re always here to help!
You can reach us anytime through our Contact page or by email.
We typically reply within 24 h