ONE COZY HOME
How do you choose the products for your store?
Building this meaningful and sustainable company means choosing products that are high quality, responsibly sourced and created, attainable and of course - cozy. Every product I choose to sell is a product I would proudly use in my own home. In fact, I do! I would love to hear your suggestions for products you would love to see here. Send me a note via our contact us page and say hi!
SHIPPING
Where do you ship to?
At this time, we only ship orders within the US. Please see our shipping page for full details.
How will my item be shipped?
We ship most US orders via USPS or UPS depending on the size and weight of the order, and which items are ordered. Tracking is included. Please see our shipping page for full details.
How long will it take to receive my order?
Shipping time will vary by product. Please see our shipping page for full details.
LOSS + DAMAGES
My item arrived damaged. What should I do?
We make every effort to ensure your product arrives safely. Unfortunately, we cannot control what happens to an order once it is picked up by the shipping carrier for delivery. If your product is damaged upon receiving, please email us at hello@onecozyhome.com within 7 days of delivery to submit a claim.
Please include your order number and photos of the damaged item and box in which the order was shipped. Once all the information and photos are received, we will issue a replacement order. If the item is out of stock, we will issue a refund.
Please see our shipping page for full details.
My item shows as delivered, but I don’t see it. What should I do?
If your order tracking says delivered but is not received, please check around your mailbox, front door, back door, or with neighbors/other household members as packages are delivered to others or even brought in without us knowing.
It is possible it shows undeliverable as well – please double check the order tracking that was provided.
Once you have done this and you are still missing your package, you must contact the shipping carrier directly to resolve any delivery issues: USPS at 1-800-222-1811 or your local post office. UPS at 1-800-742-5877.
Please understand that we cannot take responsibility for lost/missing packages that show successfully delivered to the address provided with your order.
Please see our shipping page for full details.
RETURNS + REFUNDS
Do you accept returns?
Yes, for select products. Please see our returns page for full details.
How do I initiate a return?
Your satisfaction is important to us. If you are unhappy and would like to return your item, please email us at hello@onecozyhome.com first. To be eligible for a return, your item must be unused, unwashed, undamaged and in the same condition that you received it. It must also be in the original packaging.
Please include the following information in your email:
Please see our returns page for full details.
How do I ship my return back to you?
Once your return is approved, we will contact you and send you a shipping label if you choose.
Please note the cost of your return label will not be covered and will be deducted from your refund total. You will be responsible for safely packaging the item, as a broken return will not be accepted. Shipping costs are non-refundable.
If you decide to ship with your own carrier and are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, as this is out of our control. Please email us at hello@onecozyhome.com with all return tracking information.
Please see our returns page for full details.
How long does it take to be refunded?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. At this time, we will also notify you of the approval or rejection of your refund and any reason for the decision.
If your return is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5-7 business days. Please note that this timeline may be delayed if proper return materials are not included in the return package.
Please see our returns page for full details.
Do you accept exchanges?
We do not accept exchanges at this time.
PRODUCT CARE
What are the care instructions for my new throw pillow/tea towel/throw blanket?
Individual care instructions are provided on each product page. Please see the product listing for more specific information.
How do I care for my candles?
Please follow these tips:
CANDLE INFO
Please follow these additional tips to have the best product experience possible:
Will candles melt when shipped in hot weather or too hot climates?
Candles can melt when on hot shipping trucks and if your order is left outside in hot temperatures. Shipping companies will not reimburse for melted candles so we cannot be held liable for melted candles. Please order at your own risk.
How do I prevent a high flame?
Each time before you light your candle, trim your wick to 1/4" and burn your candle no longer than 4 hours at a time.
If you are experiencing a high flame, your wick is too long. This can occur even if you've been burning your candle for a long time during a single use. Extinguish the candle with a candle snuffer or wick dipper, and trim your wick for the next burning.
Enjoy your candle until around 1/2" of wax remains at the bottom of the jar. Do not burn your candle with less than a 1/2" of wax remaining.
Where and how long should I burn my candle?
Place your candle on a heat safe surface away from any drafts. Keep out of reach of children and pets. Our candles are great for bathrooms, bedrooms, kitchens, living rooms, and more. Every setting and area is different. If you have a room with high ceilings you may want to burn two candles at once to create the atmosphere you desire. A single candle in a smaller room or bathroom works great.
Keep your wick trimmed to 1/4" at all times and make sure you burn your candle until the wax pool reaches the side of the jar. Enjoy your candle burning for up to 4 hours then it's best to extinguish. Be sure to never leave a candle unattended. Enjoy your candle until around 1/2" of wax remains at the bottom of the jar. Do not burn your candle with less than a 1/2" of wax remaining.
How long will my candle last, how many hours will it burn?
Amber jar candles burn for 40+ hours. The larger white jar candles burn for 50+ hours.
How long should the wick be before lighting?
Trim your wick to 1/4".
Keeping your wick trimmed to approximately 1/4" will prevent your candle from smoking or throwing sparks while burning.
My candle won't light - what should I do?
If your candle won't light the wick either has too much wax on it or was cut too short. Dig out some wax around the wick and re-light.
Any other questions? Send us a note via our contact us page and we will be in touch soon!
Updated 12-1-2022
