Frequently asked questions
Custom and personalized orders
You can request personalization of any toy. For example, you like a toy and would like to add specific embroidery. I am always happy to make something only for you, so do not hesitate to contact me about custom orders.
Custom orders can take longer than standard orders, ask and I will give you a price and time range, when your order can be fulfilled. I start to work on the order only when it is fully paid.
Made to order items will be made and shipped in 10-20 days. In Holiday seasons, due to large amount of orders, making of custom orders can take longer.
Care instructions
To make our toys live a long life and pleasing your children for years to come they need to be properly cared of. We recommend washing locally or hand washing with cold water (up to 30C), carefully handling the eyes and lay flat to dry to prevent the stuffing from moving. A towel can be used to squeeze the water out, it should be dried on wind and sun, never on a heater.
Do not soak.
This is not dishwasher or microwave safe.
Do not tumble dry.
Keep away from fire!
Clothes of the toy can be washed by hand or in washing machine at a temperature of 30 degrees. If toy has knitted clothes elements we recommend washing them by hand in warm water.
Gift wrapping and packaging
All our Velvet teddy bears are packed in a beautiful box with silk paper inside and decorated with brand silk ribbon, so it is suitable for immediate gifting.
All other toys and room decorations come packed in a drawstring cotton or linen bag.
A greeting card is always put inside to help you make your gift more special. And we’ll be glad to sign a card on your behalf if you wish - it's free.
Sizing details and color
Product size can slightly differ from one in the description because of the handwork process. Usually it is +/- 0,5-1,0 cm or +/- 0,2-0,4 inches.
Each toy is handmade and may vary slightly from photo. Also, please have in mind that colors you see may vary depending on the monitor settings and lightening.
Estimated delivery times
Canada: 5-6 weeks
North America: 3-5 weeks
Europe: 1-3 weeks
Australia, New Zealand and Oceania: 4-6 weeks
Asia Pacific: 3-6 weeks
I'll do my best to meet these dispatch estimates, but can't guarantee them. Actual delivery time will depend on the delivery method you choose.
Replacement items and refunds
I gladly accept returns, exchanges and cancellations.
Contact me within:
5 days of delivery
Dispatch items back within: 7 days of delivery
Request a cancellation within: 12 hours of purchase
However, please note, that custom or personalized orders as well and items on sale, because of their nature, unless they arrive damaged or defective, I can't accept returns for.
It is very important to Cozzzy studio that you are pleased with your purchase. If you are unhappy with your purchase after receiving it, please Contact us and we will find a solution.
In case you wish to return or exchange an undamaged item, you will be responsible for the cost of returning the product(s) to us. For exchanges, you will be responsible for the new shipping as well. It is highly suggested that you use tracking.
All returns should be posted in a cardboard box securely packaged. Replacement items will be started upon receipt of the original item. Refunds will be processed only after we receive the original item.
All returned items are refunded minus shipping fee.
If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.
Buyers address and undelivered packages
The buyer is responsible for giving their correct and current delivery address and phone number (if needed).
In case of the address is incorrect or the buyer exceeds the maximum holding time and the package is returned to the seller, the seller agrees to reship the package only if the buyer pays for the repeat shipping.
We will contact you to know if you wish to be refunded for your package or to be shipped again as soon as we receive it, OR you can place a new order if you don't want to wait for the original package to be returned to us. If the buyer does not come back to us in 31 days, the order will no longer be able to be reshipped and not refunded.
If the buyer refuses to pay customs fees and the package is returned, the seller will deduct all the additional expenses incurred because of this and will refund the difference to the buyer.
Exceptions for custom orders apply.
Shipping
All domestic shipments are free and are done through OMNIVA parcel machines. International item ships from Lithuania, EU via Registered Mail with the Lithuanian Postal Service. In the countries, were shipment tracking is possible, once the order is shipped I will provide you with tracking number to track item.
I'll do my best to meet my Ship By dates listed here on my Etsy shop, but I can ‘t guarantee above indicated shipping estimated times. Unfortunately, I have no control of packages once shipped. I can take no responsibility for orders delayed by carriers. If you believe your item is delayed or lost in transit, please contact me and I will do what I can to rectify the situation.
! NOTE - shipping before holidays might be longer, so, please, make your holiday purchases as fast as you can!
Express shipping
In case you want to receive your order quicker, choose the EXPRESS shipping option. If you order this, please let me know your phone number as it will be necessary for the courier to arrange a convenient delivery time.
Taxes, duties, custom fees
Please note that all taxes, duties and customs fees associated with an international purchase are the responsibility of the buyer. Please contact your local customs office for more information.
Wholesale availability
We have wholesale offers for stores and will be glad to cooperate. The amount of the discount I can offer you for wholesale order depends on the number of items you order.
For more information, please write to us by email - cozzzystudio@gmail.com
