Product Support
From care guides to guarantees, we're here for the long haul. Whatever you need help with, we've got you covered.
Care and Maintenance
Many of our resources are made from natural materials like wood. A little care goes a long way to keep them looking and working their best.
Full care guides live on our Care Notes page — everything from cleaning to seasonal maintenance.
Top tip: unpack rustic or wooden items within 24 hours of delivery. This lets the wood breathe and settle in.
Assembly and Installation
Some of our resources need a bit of assembly. Full instructions arrive with your delivery.
Got a self-assembly item? Check all parts against the packing list before you start building. Spotted something missing? Let us know within 7 days of delivery.
All wooden structures should be built on a firm, stable, and well-drained base.
Warranties and Guarantees
All Cosy products are guaranteed for at least 12 months from purchase. They'll be free from defects in design or materials.
Our wooden products carry a 2-year anti-rot guarantee, as long as you follow our care notes.
Furniture supplied from May 2024 onwards comes with a 10-year warranty. If anything fails under normal use, we'll repair or replace it.
Fair wear and tear, misuse, or wilful damage aren't covered.
Natural Variation
Many Cosy products are made from natural or upcycled materials. That means every piece is unique — with its own grain, texture, and character.
Colour, surface, and finish can vary from piece to piece. They may even change gently over time.
These aren't faults. They're part of what makes your product one of a kind.
Missing Parts
Report any missing parts within 7 days of delivery and before assembly begins. Our team will sort it for you.
Reporting a Quality Issue
Spotted a problem? Send us two clear photos — a close-up of the issue and a wider shot of the whole product.
If you can, include your product code, sales order number, and address. The more detail you share, the faster we can help.
Product Codes
Our product codes (or SKUs) sit alongside the product name. You'll find them on our website, in our catalogue, and on invoices or delivery notes.
Got a code you'd like to check? Just share it with us.
Below, you'll find answers to common product support questions.
What does upcycled mean?
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.
What can I expect from rustic products?
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.
What pictures do you need to support me on a quality issue?
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.
What is the guarantee on your products?
All Cosy products are guaranteed for at least 12 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.
Why does the colour of my product look different to the catalogue?
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.
What is the format of your product codes?
Our product code (or SKU) sits alongside the product name. You'll find it on our website, in our catalogue, and on invoices or delivery notes.
Got a code you'd like to check? Just share it with us.
Still stuck? Our Customer Services team is here to help.
Call us on 01332 370152, email sales@cosydirect.com, or start a live chat. We'd love to hear from you.