FAQ

1. Where do you ship?

At this time, Cotosite ships to addresses within the United States only.
Our business contact address is located in the United Kingdom, but our online store currently accepts and fulfills orders only for the U.S. market.

2. Do you offer free shipping?

Yes. We currently offer free standard shipping on all orders within the United States.

3. How long does order processing take?

Orders are typically processed within 1–3 business days.
Please note that processing times may be slightly longer during weekends, holidays, or busy periods.

4. How long does shipping take after dispatch?

After your order has been shipped, standard delivery usually takes 5–8 business days.
The estimated total delivery time is typically 6–11 business days (processing time + shipping time).

5. Will I receive an order confirmation email?

Yes.
Once your payment has been successfully completed, you will receive an order confirmation email. If you do not see it, please check your spam or junk folder first.

6. When will I receive tracking information?

Tracking information is usually sent within 2 business days after shipment.
If you have not received tracking details within that timeframe, please contact us at info@cotosite.com.

7. Can I cancel my order after placing it?

Yes.
If you would like to cancel your order, please contact us within 24 hours of placing it. We will make reasonable efforts to cancel orders that have not yet entered processing or shipment.

8. Can I change my shipping address after placing an order?

If you need to update your shipping address, please contact us as soon as possible after placing your order.
Once an order has entered processing or shipment, changes may no longer be possible.

9. What payment methods do you accept?

We currently accept the following payment methods, subject to availability at checkout:

Shop Pay
Visa
Mastercard
American Express
Diners Club
Discover
Maestro
Apple Pay
Google Pay
Klarna

10. Is payment secure?

Yes.
All payments are processed through secure third-party payment providers. We do not store your full payment card details on our own servers.

11. Can I return or exchange an item?

If you are not satisfied with your order, you may request a return or exchange within 30 days of delivery.

To be eligible, the item must be:

Unused
In its original packaging
In the same condition as received
Accompanied by proof of purchase, such as your order number

12. Are any items non-returnable?

Yes. The following items are generally not eligible for return or exchange unless they are defective, damaged, or incorrect upon arrival:

Customized items
Clearance items
Final sale items clearly marked as non-returnable

13. Who pays for return shipping?

Unless the item is defective, damaged, or incorrect upon arrival, return shipping costs are generally the responsibility of the customer.

14. What if I receive a damaged, defective, or incorrect item?

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible and include your order number and relevant photos.
After review, we will arrange an appropriate solution, which may include a replacement or a refund.

15. Can I send returns directly to your business address?

No.
If you would like to request a return, refund, or exchange, please contact us by email first for return instructions and the correct return address.

Please do not send returned items directly to our business address.

16. How long does it take to receive a refund?

If your refund is approved, it is typically processed within 5–7 business days to your original payment method.
The time it takes for the funds to appear may vary depending on your bank or payment provider.

17. Why can’t I return my order to the business address shown on the website?

The business address listed on our website is for business correspondence and customer support purposes. If your return request is approved, we will provide the correct return address and instructions by email. Please do not send returns without prior authorization.