FAQ (Frequently Asked Questions)
FAQ
Ordering & Payments
What payment methods do you accept?
We accept all major debit/credit cards through Shopify Payments and PayPal. All payments are secure and encrypted.
Can I change or cancel my order?
If your order has not yet been dispatched, email hello@cosilondon.com as soon as possible and we will do our best to help.
Shipping & Delivery
Where do you ship from?
All orders are shipped from the United Kingdom.
Do you ship internationally?
Yes, we ship worldwide. International customers are responsible for any import duties or taxes applied by their country.
How long does delivery take?
Orders are dispatched within 5 business days.
Delivery times depend on your location and chosen shipping method.
Returns & Exchanges
What is your returns window?
We accept returns within 14 days of delivery, provided items are unused, unworn, and in original packaging with tags attached.
Are baby items returnable?
Yes — but they must be completely unworn and unused for hygiene reasons.
What if my item arrives damaged or faulty?
Please email hello@cosilondon.com within 48 hours with photos so we can resolve it quickly.
Product Questions
Are your baby items safe for newborns?
Yes, they are made from 100% extra-fine merino wool, which is naturally breathable, temperature-regulating, and gentle on sensitive skin.
How do I wash merino wool?
Use a gentle wool cycle, cool water, and a mild wool detergent. Dry flat. Full care instructions are on our “Merino Effect & Care Guide” page.
Will merino wool itch?
No. Extra-fine merino fibres are extremely soft and suitable for delicate skin.
Gifts
Can I send a gift directly to someone else?
Yes — simply enter their address at checkout.
If you’d like to add a gift message, just include it in the notes section.
If you have any other questions, email us anytime at hello@cosilondon.com.