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Frequently asked questions

Shopping Online
Refunds & Returns
My Account
Quality & Size
Covid-19
Brexit
Gift Cards
Store Experience/Contact
Sustainability
Work with MD


Shopping Online

Can I shop online outside of my location of residence?
If you are shopping in a different location to where you would like your items delivered, you can always change this at the top of the web page, where it says ‘INTERNATIONAL’. Please note that all the prices, delivery times and delivery charges will be adjusted depending on the market you would like your items shipped to.

How will my parcel be delivered, and how long does delivery take?
We will deliver your parcel within 3-5 business days, excluding customs processing times. During high season and Sale, delivery might take a little longer. Please note that MD is not responsible for any additional time incurred while your parcel is held at Customs.

How do I track the status of my order?
While your order is being packed and processed, you’ll see ‘In Progress’ in your Order History. Once your order has been shipped, we will send a shipping confirmation email to let you know. This will include a tracking link for your parcel, so you can follow its progress from us to you.

Can I make any changes to my order now it has been placed?
We start to process your order as soon as you place it so that you receive your items as quickly as possible. This means that if you change your mind or realise that you have made a mistake after placing your order, there is a very limited time-frame in which you can amend or cancel it. So, if you have any questions about an order you have placed or would like to make any changes, please contact the MD Customer Service team as soon as possible, who will be happy to help you.

If your order has already been shipped from our warehouse before you can cancel or change it, refuse the parcel and place a new order.

What payment options do you offer?
You can choose to pay using MasterCard, VISA, VISA Electron and PayPal.

Where do I add my discount code?
On the Shopping Bag page, you’ll see ‘Got a promotion code?’ under Order Summary. You can enter the code here before proceeding to Checkout. If the code isn’t working, please check it has been spelled correctly and no extra spaces or characters have been added. Please note that we don’t currently accept Gift Cards online.

Do you offer discounts or Black Friday deals?
Yes, we offer discounts during sale periods and one-off promotions. Please sign up to our newsletter to be the first to know.

What does ‘online exclusive’ mean?
Some pieces in our collection are only available to purchase online and are not available in any MD stores. These selected garments are highlighted with an ‘online exclusive’ marker on the product page. These products can only be purchased using the online checkout process. If you have difficulty placing an order for one of these items online, our Customer Service team may be able to assist.


Refunds & Returns

How do I make a return?
We hope you will love everything that you order from us but if something isn’t quite right, you have 14 days to send it back to us. To view detailed instructions for your location, please click here. Once your return has been received and processed, you’ll be sent a confirmation email to let you know. Please note that we do not offer an exchange service.

How long does my return and refund take?
Returns take a maximum of 14 days to reach our warehouse and be processed for a refund. Once this has been done, you’ll receive a return confirmation email to let you know. If you haven’t received confirmation after 14 days, please contact customer service here with your proof of return and a list of the items returned.

How do I get replacement returns note/label?
If you need a replacement returns note, you can find this here. To print a returns label, please visit UPS.


My Account

How do I unlock my account?
If you have forgotten your password or have been locked out of your account, you can request a reset link here. If you need any further assistance, our customer service team will be happy to help.

How do I delete my account?
We will only keep your data as long as you are an active customer. However, if you wish to delete your account or revoke consent, please visit our Privacy Notice pages for further information.


Quality & Size

How do I know which size to order?
You can find our full size guide online here which includes a size conversion chart, measurements per size and information on how to compare your measurements. If you are unsure, remember we always offer free returns so you are welcome to try more than one size, and return those which aren’t the best fit.

What quality can I expect from COS products?
Quality is very important to us. Offering reinvented classics and wardrobe essentials, we create pieces that are made to last beyond the season. Traditional methods and new techniques merge to form timeless, understated collections. With the right care, we expect our pieces to remain a part of your wardrobe for years. You can find our full guide to product care here.

How should I care for my garment?
How you should care for your products depends on the material they are made from. We have detailed guides for different wools and knits, cotton, silk, linen and leather here.

Do COS offer maternity sizes?
While we don’t have a specific maternity range, some of our garments are designed with more relaxed and comfortable fits. You can find more information on the fit of the product in the description and in our online size guide.


Covid-19

Is my local store open? 
We’re reopening our stores in line with local government guidelines. For the most up-to-date opening times of stores near you, please take a look at our Store Locator.

In some countries, you will need to make an appointment before visiting. More information on which stores are open by appointment only can be found here.

Are fitting rooms open in store?
Our team will continue to take the necessary precautions to guarantee a safe shopping experience for everyone. This means fitting rooms may be closed in some of our stores around the world.

Please feel free to contact one of stores ahead of your visit using the details on our Store Locator. Our online returns are free and easy should you want to try something on at home.

Will my online order be delivered on time? 
We are currently operating with normal delivery times from our warehouses. It is our aim to continue to do so whilst ensuring the safety and wellbeing of our team. Should we expect any delays you will receive an email from us to let you know.

Can I have my order delivered to a pick-up-point?
Our pick-up-point service is still available, however, some locations may be closed in line with local regulations. For more information about the delivery options in your country, please visit our Delivery Information page.

How will my online orders be delivered safely? 
Our distribution centres and warehouses are currently following the guidance set out by the local government to make sure the team are in a safe working environment. This includes providing hand sanitiser, implementing social distancing guidelines and enhanced cleaning routines.

Plus, we’re using eco-friendly plastic to wrap each garment and our couriers will continue to take the necessary precautions when delivering your order to minimise any chance of spreading the virus.

Can I return store purchases using your online return services?
All purchases made in store must be returned to one of our stores. Only online orders can be returned using our online return service.

Brexit

Will my delivery options change?
For deliveries to the Republic of Ireland, there are no changes to the delivery options available. We still offer standard and express options for you to choose from.

For deliveries to England, Scotland and Wales, there are standard delivery options only. For now, it isn’t possible for us to provide express delivery.

Standard home delivery is available to Northern Ireland with UPS. You can read more about your delivery options here.

What is the delivery timeframe?
The timeframe for delivery to England, Scotland, Wales, Northern Ireland and the Republic of Ireland is now 6-9 business days for standard services. We’ll always let you know of any changes to our delivery times, either at the checkout or on our Delivery Information page.

Do I need to pay more for shipping?
No, our shipping costs are still the same. We offer free standard shipping on orders over £90.

How do I return?
There are no changes to the way you make a return to us from England, Scotland, Wales and the Republic of Ireland. You can find the full instructions here.

For customers in Northern Ireland, we offer delivery with UPS. If your order is delivered by UPS, you can drop it off at a UPS Access Point or arrange a collection. Find the full instructions here.

If your parcel was delivered with Hermes, please make your return with Hermes or Royal Mail. More information can be found here.

Will I be charged extra after Brexit?
At present, customers will not be charged any additional duty costs on their orders or returns.

Gift Cards

Can I buy a gift card online?
Currently gift cards can only be bought and used in our stores, within the location of purchase. If you have any further questions about our gift cards, please contact our team in store who will be happy to advise.

Where can I spend my gift card?
Gift cards can be spent in any COS store within the location of purchase, excluding concession stores. Gift cards cannot currently be used online. To check the validity or balance of your Gift card, please contact your local store here.


Store Experience/Contact

Where can I visit one of your stores?
Our online store locator lists all our stores globally, along with their opening hours and contact details. We hope to see you soon!

Can I contact the store directly about my purchase or experience?
Of course, our stores are always happy to hear from you, so please do get in touch. You can find all contact details in our Store Locator here.

How do I return an item bought from a COS store?
Returns can be made to any store (excluding concession stores) within the same location of purchase. You can find the conditions of return on your purchase receipt, or the store team will be happy to advise further. Please note that we cannot accept returns in a different location than the purchase was made.


Sustainability

What does sustainability mean to COS?

At COS, sustainability means always having longevity in mind. We achieve this through our considered approach to high quality, durability and functionality. Quality is our essence, from the fibres chosen in our garments to the customer experience and everything in between. Everything matters in the way we work, care and create things so each piece will last beyond the season. We are working hard to make conscious choices about the materials we use and our production methods, and all our suppliers must comply with our code of conduct. For more information on the group’s policies, please visit the H&M group sustainability page

Work with COS

How do I apply for a job with COS?
We are always happy to hear when someone wants to work for us! You can find and apply for all current vacancies on our careers site, so this is the best place to start. Alternatively, you can keep up to date on our LinkedIn profile here.

How do I establish a collaboration with COS as an influencer?
It’s always great to hear from people who are inspired by the pieces we create. If you would like more information about who we are and what we value please contact our press department here.