Our store offers free returns and exchanges within 30 days.
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Shopping Guide

This shopping guide provides detailed instructions for purchasing, paying, shipping, returning, exchanging, and canceling orders through Cosyvivana (hereinafter referred to as “we”) online store. Our store aims to ensure a smooth, secure, and transparent shopping experience for all customers.

1. Browsing and Selecting Products

Customers can browse products on our website by category or collections. Detailed product descriptions, images, and specifications are provided to help customers make informed choices. To add an item to your cart, select the desired quantity and click the Add to Cart button. You may continue shopping or proceed to checkout.

2. Checkout Process

  1. Review your shopping cart and confirm the items, quantities, and prices.

  2. Click Proceed to Checkout to enter billing and shipping information accurately.

  3. Choose your preferred payment method (see Payment section below).

  4. Review all order information carefully and submit your order.

  5. Upon successful payment, an order confirmation email will be sent to your provided email address, containing the order number and details.

3. Payment Process

Our store accepts payment by credit or debit cards, including Visa, MasterCard, American Express, Discover, JCB, and other major card networks. Payment steps are as follows:

  1. At checkout, select Credit or Debit Card as the payment method.

  2. Enter cardholder information and billing address accurately.

  3. Submit the payment through our secure checkout system.

  4. Payment authorization will be confirmed. Orders will only be processed once payment is successfully completed.

  5. You will receive an email confirmation including payment details and order number.

4. Shipping Information

Delivery Area: We deliver to all regions within Australia. Delivery outside Australia is not supported.

Shipping Fees: Orders over AUD 150 qualify for free shipping. Orders equal to or below AUD 150 incur a flat fee of AUD 13.99.

Cut-off Time: Orders placed before 6:00 PM (Australia/Sydney, AEST/AEDT) on business days (Monday to Friday, 10:00 AM to 6:00 PM) are processed the same day. Orders placed after 6:00 PM or during non-business days will be processed starting from the next business day.

Processing Time: Order processing typically takes 1–3 business days.

Estimated Delivery: The total delivery period is expected to be 6–12 business days after dispatch.

Carrier: UPS handles all shipments to ensure reliable delivery.

Order Tracking: After placing an order, you will receive an email with the order number, payment details, and carrier information. You can track your order on the website’s Order Tracking page by entering your email address or phone number along with the order number.

5. Return and Exchange Process

Return Period: Requests can be made within 30 days after receipt of the item.

Eligible Conditions: Returns or exchanges are accepted if the item has:

  • Visible defects or damages

  • Quality issues affecting normal use

  • Severe color differences, unpleasant odors, or other major discrepancies

  • Wrong item delivered

  • Returns without specific reasons (conditions apply)

Return Process:

  1. Contact our customer support via email or phone with order number, payment proof, reason for return/exchange, and relevant photos or videos.

  2. If approved, we will notify you and provide the return address.

  3. Send the item to the specified return address and wait for it to be received.

  4. Upon receipt, we inspect the item. If confirmed, a refund will be arranged.

Exchange Process:

  1. Contact our customer support via email or phone with order number, payment proof, reason, and photos/videos.

  2. If approved, we provide the return address.

  3. Return the item to the specified address.

  4. After inspection, a replacement item will be shipped within 1–3 business days.

Refunds: Refunds are returned to the original payment card (Visa, MasterCard) and are expected to be completed within 1–3 business days. If delayed, contact us for assistance.

Shipping Costs: Shipping costs for defective, damaged, wrong items, or quality issues are covered by us. For returns without reason, the customer bears the shipping cost.

6. Order Cancellation

Cancellation Conditions: Orders not shipped within 48 hours after placement can be canceled. Orders beyond 48 hours or already shipped cannot be canceled; in such cases, you may wait for delivery and request a return.

Cancellation Process:

  1. Contact our customer support by email or phone with order number and payment proof.

  2. We will review your request promptly. If approved, you will be notified and the refund will be arranged to your original payment method.

7. Liability Statement

We are responsible for verifying returned or exchanged items. We are not liable for damage during shipment if items are improperly packaged or for delays due to incorrect addresses.

8. Contact Information

For any shopping, payment, shipping, return, exchange, or cancellation inquiries, please contact us:

E-mail: support@cosyvivana.com

Phone: +1 (607) 207-0707

Address: 362 CAMELOT DR, GOOSE CREEK, SC 29445-3180, US

Opening Hours: Monday to Friday, 10:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)