COS Return Policy: 30-Day Window, How It Works & What to Expect

Ordered from COS and changed your mind? Maybe the fit isn’t quite right, or the colour looks different at home than it did online. The good news is that COS has a clear 30-day return policy for most full-price items in the UK, with a shorter period for sale pieces and some important rules around where and how you send things back.

This guide walks you through the COS UK return policy in plain English – time limits, methods, exclusions, refunds and a few things that often catch people out.

Quick Overview of COS UK Returns

Standard window: You normally have 30 days from receiving your order to return most items.
Sale items: Sale products must be returned within 14 days.
Holiday extension: Orders placed online between 5 November 2025 and 10 December 2025 can be returned up to 9 January 2026.
Online vs in-store:
- Online orders: Must be returned by post/courier only, not in COS stores.
- In-store purchases: Must be returned to COS stores only, not through the online returns centre.
Condition: Items must be clean, unworn and with all tags attached.
Hygiene exclusions: Some underwear, swimwear, piercing jewellery and sealed beauty products are not returnable once opened (unless faulty).
Refund timing: COS aims to process refunds within 14 days of you sending the parcel back.

Return Time Limits at COS

30 Days for Most Full-Price Items

For full-price items bought from COS online in the UK, you have a total of 30 days from the day you receive your order to return items for any reason – as long as they’re in resaleable condition. This is made up of:

14 days statutory cancellation period for online purchases, plus
16 extra days offered by COS as an extended return period.

As long as you’re inside those 30 days and you meet the condition rules, you can return your items for a refund to your original payment method.

14 Days for Sale Items

COS gives a shorter return window for sale items. These need to be returned within 14 days of you receiving the order. If you’re shopping during a big sale event, don’t leave trying things on until the last minute – that window is tighter than for full-price pieces.

Holiday and Christmas Returns

Around Christmas, COS extends the return period so you can gift shop more comfortably. For example, online purchases made between 5 November 2025 and 10 December 2025 can be returned up until 9 January 2026. Orders placed from 11 December onwards fall back under the standard time limits (30 or 14 days, depending on the item).

After 30 Days

COS may, at its discretion, offer a refund to an e-merchandise card for returns made after the 30-day window, rather than sending money back to your original payment method. This isn’t guaranteed, but it’s something COS reserves the right to do in its terms and conditions.

Online vs In-Store: Where You Can Return

COS has a strict separation between online and in-store purchases in the UK. This catches a lot of people out, so it’s worth repeating clearly:

Online purchases (cos.com / app)
- Must be returned by post/courier using the online returns process.
- Cannot be refunded or exchanged in COS stores.
In-store purchases
- Must be returned in a COS store.
- Cannot be returned via the online returns service.

So if you ordered online, don’t walk into a COS store expecting a quick refund at the till – the staff will direct you back to the postal returns process.

How to Return COS Online Orders (UK)

Every online order comes with a return slip. You’ll need this, plus the right courier option, to send your parcel back.

Fill out the return slip
Tick the items you’re sending back and mark the reason codes. If you’ve lost the slip, you can print a new one from the COS customer-service section using your order details.
Pack your items securely
Use the original packaging if possible. Make sure clothes are clean, folded, and with tags attached. Put the completed return slip in the parcel so COS can match the items to your order.
Choose a return method (England, Wales & Scotland)
COS currently offers several return options:
- Evri (drop-off or home collection)– Stick the Evri return label on your parcel, then either:
  - Arrange a home collection through Evri, or
  - Drop the parcel at your nearest Evri ParcelShop.
- InPost Locker/Shop – Generate a QR code via the InPost returns portal, then drop off at a locker or shop. No printing needed; the courier adds the label when they collect.
- UPS for Express and Northern Ireland orders–
  - If your order was delivered by UPS Express, it must be returned via UPS.
  - For Northern Ireland, orders must also be returned using UPS, with a UPS return label generated online.
Instructions and links are provided in the COS “How to return items” section and in your order emails.
Keep your proof of return
Whether it’s an Evri receipt, InPost confirmation or a UPS slip, keep proof of drop-off or collection. The parcel is considered your responsibility until COS receives it.

COS says returns can take up to 14 days to reach their warehouse and be processed, so don’t panic if you don’t see your refund immediately.

Returning Items Bought in COS Stores

If you bought your items in a COS store (rather than online), you must take them back to a store in the same country.

Bring the item(s) in original condition with tags attached.
Take your paper receipt or valid proof of purchase.
Returns are handled at the till; refunds usually go back to the same payment method you used.

COS states clearly that these in-store purchases cannot be refunded via the online returns centre.

Condition Requirements & Non-Returnable Items

Condition for Standard Returns

To get a full refund, items need to come back in the same condition as when you received them:

Unworn (beyond trying on indoors), unwashed and undamaged.
Clean – no make-up, deodorant marks, perfume, pet hair or visible wear.
All original tags and labels still attached where applicable.

If COS finds that an item has been worn, washed or damaged and its value is reduced, they can deduct an amount from your refund to reflect that loss in value.

Hygiene-Sensitive Categories

For health and hygiene reasons, some products have stricter rules:

Underwear, certain swimwear, piercing jewellery, face masks and sealed beauty/cosmetic items:
- Usually not returnable if the hygiene seal or packaging has been opened – unless the item is faulty.
- Swimwear normally must still have the hygiene strip intact.
Make-up and skincare: often excluded from change-of-mind returns once opened.

If the seal is intact and you simply don’t want the product, you may be able to return it within the normal time limit. Once opened, your rights mainly cover faults or mis-described items, not just changing your mind.

Special Rules for Candles & Fragrances

Because many candles and fragrances contain flammable substances, they have extra packaging rules for returning:

They must be unopened and packed in a box with the correct LQ Dangerous Goods label.
If you reuse the original COS box, the label is usually already attached.
If you use a different box or the label is damaged, you need to print and attach a new one.
Make sure the product is securely packed with filler so it doesn’t move around.
If you’re returning a non-dangerous item from the same order, remove the Dangerous Goods label.

Refunds: How COS Pays You Back

Once COS receives and processes your return, they’ll issue a refund to the original payment method. Key points:

Timing: COS aims to process refunds within 14 days of you sending the parcel back.
Refund method:
- Card payments (including Apple Pay and Google Pay) go back to the same card/account.
- PayPal refunds are processed through your PayPal account.
- Klarna orders (Pay Now, Pay Later, Slice It) are adjusted by Klarna after COS processes the return.
- If you used a COS gift card or merchandise card, that portion is refunded to an e-gift card.
Delivery costs: If you cancel the entire order within your legal cancellation period, COS refunds the order value plus the cost of standard delivery. If you keep part of the order and only return some items, the original delivery fee usually is not refunded.

If you don’t see your refund after a couple of weeks (plus a few days for your bank to process it), COS suggests contacting Customer Service with your proof of return.

Gift Returns

COS also has a “Gift Returns” section in customer service. How a gift return is handled depends on:

Whether it was bought online or in-store.
Which payment method was used for the original purchase.

In many cases, where the original payment method can’t be refunded directly to the recipient, COS may issue an e-gift card instead so the recipient can choose something else.

Repeated Returns & Account Restrictions

COS mentions that it offers a flexible returns policy for a good experience, but also notes that if an account has an unusually high return rate or appears to be used for reselling, they may deactivate or restrict the account. If that ever happens and you think it’s a mistake, you’re encouraged to contact Customer Care to review it.

Faulty or Incorrect Items

Everything above mainly covers “change of mind” returns. Your rights are stronger if something is actually wrong with your order:

If an item is faulty, damaged or not as described, you should contact COS Customer Service and/or note this on the return form.
Depending on the issue, COS can:
- Repair the item,
- Replace it, or
- Offer a refund, often including any relevant delivery/return costs.

These rights sit alongside your normal UK consumer protections, which always apply regardless of COS’s own store policy.

Quick COS Returns FAQ (UK)

How long do I have to return items to COS?
For most full-price items you have 30 days from the day you receive your order. Sale items must be returned within 14 days.
Can I return online orders to a COS store?
No. COS UK currently does not accept returns of online orders in store. Online purchases must be returned via the postal/courier options.
Can I return store purchases online?
No. Items bought in COS stores must be returned in store only. The online returns centre doesn’t process store receipts.
Are returns free?
COS provides prepaid return options (Evri, InPost, UPS) for online orders. Always check your order confirmation and the COS returns page for any current information about possible fees or changes.
Can I return underwear or beauty products?
Only if hygiene seals are unbroken, or if the item is faulty. Once unsealed, many underwear, swimwear, jewellery and beauty products can’t be returned just because you changed your mind.
How long will my refund take?
COS aims to process refunds within 14 days of you sending the parcel back, then your bank, card provider or PayPal/Klarna may take a few extra working days to show it on your account.

Summary

COS’s UK return policy gives you a 30-day safety net on most full-price items and 14 days on sale pieces, with clear rules on where and how each type of purchase has to be returned. Keep items in pristine condition with tags on, use the provided return options, and keep your proof of postage. Do that, and getting a refund from COS is usually straightforward.