Frequently Asked Questions (FAQs)
Here are a few of the frequently asked questions. We are happy to provide you with the best customer support and experience, your feedback is greatly encouraged. If you have any questions please send us an email at
EXCHANGES?
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at: support@lilcozyhaven.com. Any postage costs are paid for by the customer.
ARE ALL SIZES THE SAME?
No they are not. Due to us sourcing our products from many different suppliers, the sizes can vary slightly as each brand is different.
No they are not. Due to us sourcing our products from many different suppliers, the sizes can vary slightly as each brand is different.
The sizing is to be used as a guide only and may differ depending on the size or weight of your baby for their age. We always recommend ordering a slightly larger size for growth, particularly if your baby is larger for their age.
If you would like a size chart for any particular product that may not have one present, please contact our customer service team at support@lilcozyhaven.com
and they will be able to provide you with one prior to you purchasing.
SHIPPING
LIL COZY HAVEN works with different manufacturers and artisans across the world to source our products at the prices that suit you. This results in all our orders being shipped to you from across the world - from Thailand and China to Morocco. Therefore, your orders might come in different packages at different times.
Yet because your products are coming from so far away they often take
2-3 weeks to arrive. So no worrying if the product doesn't arrive the next day! Most of the time our product will arrive a lot quicker, but we want you to be aware this is out of our control!
We are doing our best to be able to ship all over the world, but currently we only ship to Australia, New Zealand, United States of America, United Kingdom and Canada.
HOW DO I USE A PROMOTIONAL CODE?
Once you've reached the checkout stage, enter your promotional code into our discount bar, enter the correct code and click 'Apply'. If the code is valid, your discount will be applied!
PLEASE NOTE: Discount & Promotional Codes cannot be used on SALE items or in conjunction with any other offer.
WHAT IF MY ITEM IS FAULTY?
If you received an item with a manufacturing fault, we will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us at
support@lilcozyhaven.com
HOW DO I TRACK MY ORDER?
All our customers will receive an email with a tracking number once your parcel has been shipped. Please check your Spam/Junk folder for your tracking email from Australia Post as many customers have found that it is treated as spam.
Customers can also track their orders through our online store in Tracking Order Tab, please just enter you tracking number to see where your products are now. If you are still unable to locate this anywhere you are welcome to contact us by emailing support@lilcozyhaven.com to receive your tracking number.
Track your order here: https://lilcozyhaven.com/pages/track-my-order
WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE, OR IS LOST IN TRANSIT?
Once your parcels have left our warehouse they are then the property of Australia Post. We are legally not responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, we will contact Australia Post and lodge an enquiry into your parcels whereabouts. Contact us at support@lilcozyhaven.com
HOW CAN I PAY FOR MY ONLINE PURCHASES?
You can pay by VISA, MASTERCARD, PAYPAL, SHOPIFY PAYMENT (STRIPE).
WHO DO I CONTACT IF I'M HAVING TROUBLE ORDERING ONLINE?
Please feel free to email us at support@lilcozyhaven.com
GARMENT CARE
If you are unsure of a garments care, always ‘cold hand wash’ to avoid any damage in the garments fabric. If your garment is damaged because it was washed incorrectly we are unable to accept this back as a return.
WEAR AND TEAR
If you damage a garment after wearing it e.g a button falls off or the zip breaks because of ‘wear and tear‘ we cannot accept these garments back for a return or exchange.
PRODUCT INFORMATION
Please note due to our styles being sourced internationally and from different suppliers, our sizes and colours may vary slightly from item to item. On most items we have provided an approximate size guide to assist you when making your purchase. Whilst the products are not made in Australia we do pride ourselves on sourcing quality garments for our customer.
INTERNATIONAL SERVICE
IT IS IN PROGRESS, WE ARE DOING OUR BEST TO HAVE OUR PRODUCTS AVAILABLE WORLDWIDE. THANK YOU FOR YOUR PATIENCE
**IMPORTANT**
If there are any questions, feel free to email us at: support@lilcozyhaven.com
or contact us via our Facebook page anytime!
Don't forget to 'Follow' us on Facebook and Instagram to keep updated with any specials, or promotions, AND MOST ESPECIALLY OUR MONTHLY GIVE AWAYS.
CANCELLING YOUR PRE-ORDER:
On the rare occasion we may offer a refund but a cancellation fee will apply.
For Orders Under $50 there is a cancellation fee of $14.95
For Orders over $50 and under $100 there is a cancellation fee of $24.95
For Orders over $100 and under $200 there is a cancellation fee of $34.95
For Order over $200 there is a cancellation fee of $49.95
This covers website/sales fees, Paypal/Credit Merchant fees and reselling fees which are non refundable to us.
Please email support@lilcozyhaven.com if you would like to have your order cancelled. We will require your full name and order number as a reference in your email.