Frequently Asked Questions
Welcome to CozyCore ♡
Everything at CozyCore is thoughtfully designed and handmade, which means your order is created with time, care, and intention. Before placing an order, please take a moment to review the information below.
If you have a question that isn't answered here, please reach out through the Contact page. We're always happy to help.
Order and Production
Are CozyCore products handmade?
Yes! CozyCore pieces are handmade with care, one stitch at a time. Because of this, small variations in stitching, shape, texture, and colour may occur from piece to piece.
These variations are not defects—they are part of what makes a handmade piece uniquely yours.
How long will my order take to make?
Production times vary depending on the product, order volume, and whether your piece is ready-to-ship or made-to-order.
Your estimated production timeline will be provided on the product page whenever applicable.
Please remember that production time and shipping time are separate. Your order must be completed before it can be shipped.
During busy launches, collections, classes, holidays, or periods of high order volume, production may take longer than usual. If there is a significant delay with your order, CozyCore will communicate with you directly.
Can I place an order for something that isn't currently in the shop?
CozyCore does not accept requests for every product or design outside of what is currently offered.
If you see an existing CozyCore design and would like to inquire about an available colour, size, or variation, you are welcome to contact us before placing your order.
Please note that availability is not guaranteed. CozyCore collections and offerings change throughout the year.
Can I request a completely custom design?
Custom commissions may be accepted on a limited basis and are subject to availability.
A custom commission is different from selecting colours through Build Your Bag or choosing a Curated Color Story. Custom commissions may require separate pricing, timelines, materials, and terms.
Please contact CozyCore before assuming a custom request can be accommodated.
Color Stories & Customization
What is a Curated Color Story?
Curated Color Stories are pre-selected CozyCore colour combinations designed to make choosing your palette easy.
Each Color Story has been intentionally created around a particular mood, feeling, or visual combination.
Because these combinations are curated by CozyCore, colour substitutions may not be available.
What is Build Your Bag?
Build Your Bag allows you to create your own colour combination using the available CozyCore colour palette.
You choose your colours and create a combination that feels like you.
Because your colour selections are used specifically to create your order, please review your selections carefully before checking out.
Can I change my colours after placing my order?
Please double-check your colour selections before submitting your order.
For Build Your Bag and other customized colour selections, changes may not be possible once your order has entered production.
If a change is requested during or after production, additional fees may apply depending on the materials already purchased and work completed.
CozyCore will let you know if a requested change can be accommodated and whether additional costs apply.
Can I change my bag size after ordering?
Please triple-check your bag size before completing your purchase.
Once an order has entered production, changes to the selected size may not be possible. If a change can be accommodated, additional material and production costs may apply.
Cancellations & Order Changes
Can I cancel my order?
Cancellation eligibility depends on the status of your order.
If your order has not yet entered production, please contact CozyCore as soon as possible. Cancellation requests will be reviewed based on the status of the order.
Once materials have been purchased specifically for your order or production has begun, cancellation may no longer be possible.
Can I make changes to my order?
For standard orders, contact CozyCore as soon as possible if you notice an error.
For Build Your Bag, Curated Color Story, and other customized orders, please carefully review your colour and size selections before checkout.
Once production begins, changes cannot be guaranteed and may result in additional fees.
What if I entered the wrong information?
Please contact CozyCore immediately if you notice an error in your order, including an incorrect:
Colour selection
Bag size
Shipping address
Contact or order information
CozyCore will do its best to correct an error before production or shipping begins.
Once an order has entered production or has shipped, changes may no longer be possible.
Returns, Refunds & Exchanges
Are CozyCore products refundable?
All CozyCore sales are FINAL SALE unless otherwise stated.
Because many CozyCore products are handmade specifically for the customer, returns and exchanges are not generally accepted for change of mind, incorrect colour selection, incorrect size selection, or personal preference.
Please review your order carefully before purchasing.
Can I exchange my bag for another colour or size?
No. Customized and made-to-order products cannot generally be exchanged because of a change in preference.
Please carefully review the product description, size information, colour selection, and customization details before placing your order.
What if my order arrives damaged or defective?
CozyCore wants you to receive your order in the condition it was intended to be in.
If your order arrives damaged or you believe there is a genuine manufacturing defect, please contact CozyCore as soon as possible after delivery.
Your request should include:
Your name
Order number
Product name
A description of the issue
Clear photographs showing the damage or defect
Photographs of the packaging, when applicable
Photo evidence may be required before a replacement, repair, refund, or other resolution can be considered.
Damage caused by normal wear, improper care, misuse, accidents, or alterations made after delivery is not considered a manufacturing defect.
What if I simply don't like the colour or the way it looks in person?
Because CozyCore products are handmade and colour perception can vary between screens, lighting, and physical materials, slight differences in appearance are possible.
For this reason, dissatisfaction based solely on personal preference, colour perception, or a change of mind does not qualify for a return or refund.
Curated Color Stories are pre-selected CozyCore colour combinations designed to make choosing your palette easy.
Each Color Story has been intentionally created around a particular mood, feeling, or visual combination.
Because these combinations are curated by CozyCore, colour substitutions may not be available.
Shipping & Delivery
How long does shipping take?
Shipping time begins after your order has completed production.
Estimated shipping timelines may vary depending on the destination, carrier, service selected, and current shipping conditions.
CozyCore will provide tracking information when tracking is available.
Is production time the same as shipping time?
No.
For handmade and made-to-order products:
Production time = the time required to make your order.
Shipping time = the time required for the carrier to deliver your completed order.
These timelines are separate and should be considered when planning for an event, gift, trip, or special occasion.
What if my package is delayed?
Once your order has been handed to the shipping carrier, delivery is largely outside of CozyCore's control.
Carrier delays, weather, service interruptions, holidays, customs, and other circumstances may affect delivery times.
CozyCore will provide available tracking information and assist where possible, but cannot guarantee a carrier's delivery date.
What if my package says delivered but I can't find it?
Please first check your delivery area, mailbox, building reception, household members, and any safe-drop location identified by the carrier.
If the tracking information confirms delivery but the package cannot be located, contact the shipping carrier directly as soon as possible.
CozyCore will provide available order and tracking information to assist with an investigation where possible.
What happens if I enter the wrong shipping address?
Customers are responsible for providing an accurate shipping address at checkout.
If an incorrect address is provided and the package is returned to CozyCore, additional shipping costs may apply to resend the order.
Please review your shipping information carefully before completing your purchase.
Handmade Products
Why might my bag look slightly different from the photos?
Every CozyCore piece is handmade.
Small variations in tension, stitch placement, texture, shape, and colour may occur. Product photography can also appear slightly different depending on lighting, screen settings, and photography conditions.
These variations are part of the handmade nature of CozyCore products.
Is every bag exactly the same?
Not necessarily—and that's part of the beauty of handmade work.
CozyCore strives for consistency in design, sizing, construction, and quality, but handmade pieces will naturally have subtle differences.
Your piece is made by hand, not manufactured by machine.
PRODUCT CARE
How do I care for my CozyCore bag?
Always refer to the care information provided with your specific product, as care instructions may vary depending on the yarn, fibres, hardware, and construction used.
As a general rule:
Handle handmade pieces with care.
Avoid excessive pulling, stretching, or snagging.
Keep bags away from sharp objects that may catch on the stitches.
Avoid exposing acrylic or synthetic fibres to high heat.
Do not iron directly on crochet or yarn.
When washing is permitted, follow the care instructions provided for your specific item.
Air drying is generally recommended for handmade crochet pieces.
Store your bag in a clean, dry place when not in use.
Do not assume that every CozyCore product is machine washable. Always follow the care instructions specific to your piece.
Can I put my crochet bag in the dryer?
Unless the product's care instructions specifically state otherwise, air drying is recommended.
High heat can damage, shrink, distort, melt, or otherwise affect certain fibres and materials.
MATERIALS
What materials does CozyCore use?
CozyCore may use a variety of fibres and materials depending on the collection or product, including cotton, acrylic, polyester, blends, specialty yarns, and other sourced materials.
The materials used for each product will be identified in the product description whenever applicable.
What is the difference between natural and synthetic fibres?
Natural fibres, such as cotton or wool, come from natural sources, while synthetic fibres such as acrylic and polyester are manufactured materials.
Each fibre has different characteristics related to texture, durability, care, breathability, stretch, and appearance.
CozyCore selects materials based on the intended design and function of each piece.