Frequently Asked Questions (FAQ)

1. Where do you deliver?

We deliver to Australia only. All orders placed through our website are shipped within Australia.

2. Do you offer free shipping?

Yes. All products are shipped free of charge within Australia. There are no minimum purchase requirements.

3. How long does order processing take?

After payment is completed, orders are usually processed within 1–5 business days.

Processing cut-off time:
Orders placed before 3:00 pm will be processed on the same business day.
Orders placed after 3:00 pm will be processed on the next business day.
Orders placed on public holidays will be processed on the following business day.

4. How long does delivery take?

Once dispatched, estimated delivery time is 5–12 business days, depending on location and courier conditions.

5. How can I track my order?

After your order has been shipped, you will receive an email with tracking details. You can use this information to monitor your delivery at any time.

6. Can I cancel my order?

Yes.

Customers may request the cancellation of an order within 24 hours of order confirmation, provided the order has not yet entered processing, preparation, or been handed over to the courier.
If an order is already being prepared for dispatch, has been shipped, or more than 48 hours have passed since confirmation, cancellation will no longer be possible.
In such cases, customers may proceed in accordance with our return and refund process after receiving the goods.

7. What is your return policy?

You may request a return within 25 days of receiving your order.

Returned items must be unused, in original condition, and include all accessories and original packaging.

A return shipping label is included inside the parcel at the time of delivery.

8. Do you offer exchanges?

Direct exchanges are not offered. This approach is due to product availability, variations, and sizing being managed across different logistics facilities, which makes it impractical to guarantee immediate exchanges.

9. When will I receive my refund?

Once returned items are received and inspected, refunds are processed within 1–3 business days.
The time for funds to appear in your account may vary depending on your bank or payment provider.

10. Do your products come with a warranty?

Yes. Products are covered by a 12-month limited warranty, unless otherwise stated.
This warranty is provided in addition to rights under Australian Consumer Law.

11. What if my product is faulty or damaged?

If your item arrives damaged or develops a fault, please contact us within 48 hours of delivery and provide photos or videos where possible.
We will assess the issue and provide an appropriate solution in accordance with Australian Consumer Law.

12. How can I contact customer support?

You can reach us using the contact details below:

Email: care@cozyupbase.com

Phone: +65 (871) 07415

Address: APT BLK 258 YISHUN STREET 22 #01-63, SINGAPORE 760258, SINGAPORE

Business Hours: Monday to Friday, 9:00 am – 3:00 pm (Australian time)

Delivery Area: Australia