We'll miss you, but we get it! You can opt-out of our emails anytime by clicking the link in the footer or any marketing email from us. If it’s the paper catalogues you’re looking to stop, just drop us a quick note with your address at [email protected] so we can take you off the list.

While you can shop on our site any time of day or night, our team is around to chat from 8:30 am to 5:00 pm UK time, Monday to Friday. We’re offline for public holidays and the Christmas break (closing at noon on the 24th), but we’ll be back in action right after the New Year.

We want your Cosy items to last! We follow the 2015 Consumer Rights Act to make sure everything we send out is of a high standard. Most of our range comes with a solid guarantee; for example, our wooden items are covered for 2 years against rot, as long as you follow the care guides we provide.

Naturally, we can’t cover things if they’ve been modified, misused, or just worn down by years of love and play. Wood is a natural material, too, so some changes over time are normal. If you need the specific details for a certain product, contact our dedicated International Sales Support team, who will be able to assist further - [email protected]

Yes! We’ve got a huge range of nursery-specific gear, from creative water play stations to smart storage that actually keeps things organised. We work closely with UK nurseries to create spaces that are as stimulating as they are practical.

If you're setting up for the first time, we even offer free space design service to help you visualise the perfect setup. Take a look at our website for some fresh ideas, and if you need any advice on choosing items for a certain age group, we're right here to help.

Is your item out of stock? We’ll get it on backorder for you immediately and dispatch it as soon as we can with your next order. We try to 'part-ship' whenever possible at your request, and depending on the shipping terms you decide upon, back order lines will be shipped with your next new order placed to enable us to keep shipping costs as low as possible so you get your other items without any delay.

If you choose to ship with us on DDP terms if you are within the EU, delivery charges are based on one shipment. If you wish to part ship the in stock items, back order lines will then be shipped with your next new order placed , once in stock. This allows us to keep shipping costs as low as possible for you.

If you ship on DAP or FCA terms, then part shipping is at your request.

We provide a regular order book report, sent as often and at a time to suit you. Your report will show the status off all of your orders and give you a date due back into stock for any out of stock items

We aim to process your order as quickly as possible, but in our busty periods it can take us a little longer to process your order. If you have not received an order confirmation within 24 hours, please feel free to please contact our international customer service team with a call on +44 1332 370152, option 5. They'll be happy to help.

Unfortunately, we do not accept returns on items that have been ordered in error or no longer required. This is due to the high shipping costs to the UK. Contact our International Customer Serivce team and they will discuss a solution with you.

Need to cancel? Contact our customer service team as soon as you can. Have your sales order number, purchase order number or address handy. The product code of the item helps too.

Our team will raise a support ticket and let you know if cancellation is possible. If your item hasn't been dispatched yet, there's no charge.

Just let us know the product name and code. We'll check our live stock report for you. If it's not available right now, we'll share the expected lead time too. Simple.

Ordering with Cosy is easy. Once you are ready to order, simply email our international customer service team with your order, and they will be happy to help. Email: [email protected]

We use trusted International Carriers to ensure your order gets to you in perfect condition for most orders. Larger or specialist items arrive via direct delivery or pallet network. For stocked items, we aim to have the order ready to leave our warehouse within 10 days.

If items are out of stock, deliveries stock will usually arrive within 4–5 weeks. Back order will be sent with your next new order placed

Larger, made-to-order items are sent direct from our suppliers into our Cosy warehsoue and we will consolidate these with your future orders once the items become available. Questions? Email us at [email protected]. We're happy to help.

If you're an international school, just let us know the dates you will be closed over summer, and we will schedule your delivery either before you close or for when you return after summer. Not a school? Orders ship as normal all summer long. If you are lucky enough to have a break in summer also, please just let us know your closing dates, and we can plan deliveries around that for you.

Spot any damage when your order arrives? Let the driver know straight away if you can.

You have 7 days from delivery to report any problems. That includes missing or damaged items. Just get in touch and we'll get it sorted.

After 7 days, we may not be able to help. So the sooner you check, the better.

First, unpack everything fully. We sometimes tuck items inside others to save space. Check what you've received against your delivery note.

Still missing something? Contact our customer service team within 7 days. We'll look into it straight away.

International payments will need to be paid by BACS transfer. We will provide you with all the relevant bank details to make your payment quick and easy.

Yes, we do. Just fill in our credit application form at the time of your account set up, and we'll take it from there.

Once approved, you'll receive your invoice when goods leave our warehouse. You then have 30 days to pay.

Need a hand with the application? Just ask.

Don't worry. This is perfectly normal. When we send a replacement, your account is credited for the original purchase. A new invoice is then created for the replacement.

Already paid for the original? You won't need to pay again. This will be shown at the top of your replacement invoice. If the original is still unpaid, you'll have 30 days to settle the new one.

It's just how we keep everything neat and accurate on your account.

Once your order is dispatched, an invoice is automatically emailed to the contact on your account.

Need a copy of a previous one? Email [email protected] with your invoice reference number (it starts with 'SI') or your sales order number. Our Finance team will send it over.

Order not dispatched yet? Your invoice will arrive once it ships.

Upcycling gives things a second life. Instead of throwing something away, we repurpose it. Some Cosy products are made from upcycled barrels, drums or tyres.

You might spot small cosmetic marks. That's their story showing through. Every upcycled product is thoroughly cleaned and checked to make sure it's safe and ready for years of play.

Our rustic range is made from natural wood. Every piece is unique and full of character.

You might notice colour variation, surface splits or bark shedding. These aren't faults. It's just natural wood doing its thing. Small cosmetic changes can appear over time as the wood matures. They won't affect how the product works.

One tip: unpack your rustic items within 24 hours of delivery. This lets the wood breathe and settle.

Want care advice? Just ask and we'll share our care notes with you.

Send us a couple of clear photos. A close-up of the issue and a wider shot showing the whole product. That helps us assess things quickly.

If you can, include your product code, sales order number and address too. The more detail, the faster we can help.

All Cosy products are guaranteed for at least 24 months from purchase. They'll be free from defects in design or materials. Furniture supplied from May 2024 onwards comes with a 10-year warranty. If anything fails under normal use, we'll repair or replace it.

A few things to keep in mind. Check your delivery within 7 days and report any damage or missing items straight away. Got a self-assembly item? Check all parts before you start building.

The warranty doesn't cover fair wear and tear, misuse or wilful damage. Following our published care instructions keeps everything covered.

Questions about your specific product? Just ask.

Natural materials like wood vary in grain, texture and colour. No two pieces are exactly alike. Sunlight and time can also change the surface finish.

These little differences are part of what makes your product unique. They're not faults. As long as it works as it should, it's doing its job beautifully.

Concerned about use or durability? Get in touch. We want you to be happy.

You can find all our product assembly instructions in our dedicated assembly instruction library. Click the link below.

Looking after your Cosy items well can ensure they remain a valuable part of your learning environment for many years.

1. For natural wooden products, expect some changes as they age (such as variations in shape, colour, and bark falling), as this is part of their natural charm. Apply non-toxic water-based treatments when needed, but avoid filling gaps or cracks with wood filler, as this can spoil the product's natural aesthetic.
2. Feel free to sand any rough edges that develop into splinter sites, and wire brush any mould or moss to keep your items usable and clean. If your product has doors, ensure they are securely closed after use to minimise warping over time.
3. Store wooden items in a dry, covered area when not in use to extend their lifespan. Many Cosy products can be used both indoors and outdoors, but regular storage inside after use is recommended.
4. Regularly check equipment for cracks, splinters, and loose parts, such as screws or bolts, to keep everything safe and in good condition.
5. When moving heavy wooden items, always use proper techniques (ideally with two people) to prevent damage.
6. Only use child-friendly paints or stains if decorating your Cosy products.
7. Cosy offers care kits with brushes, cloths, and cleaning products to help you maintain your items. You can find these on our website.
8. Supervise children at all times when using Cosy items, and always do a full safety assessment for your particular environment.

Following these steps will help your Cosy products stay safe, clean, and long-lasting in a busy school, nursery, or home environment

Assembly instructions are not automatically included with every order, but you can easily access them online. All our product assembly instructions can be found in our assembly instruction library.

You can find safety information for our products by:

Checking the physical instructions included with your Cosy item (these outline essential safety guidance, installation, and supervision requirements).

Reviewing the detailed product user instructions online, which include notes about proper setup, daily checks, and supervision. For some products, like Monkey Bars, safety details include placement on a flat, safe surface (conforming to EN 1177:2018), regular checks for cracks or damage, and guidelines for safe use.