How can we help?

Browse the Cozy Haven store, open the product you want, select any required size, colour or variation, choose the quantity and add it to your cart. At checkout, carefully confirm your email, phone number and delivery address before paying. We will send order information to the email address used at checkout.

Prices are shown in Australian dollars (AUD) unless a page clearly states otherwise. Any delivery charge is shown or calculated during checkout before you complete payment.

Yes. Cozy Haven uses a secure checkout and an established payment provider to process payments. Never send your full card number, expiry date or security code by email, contact form, live chat or phone—our team will not ask you to do that.

Check the card number, expiry date, security code and billing address, then confirm that sufficient funds are available. Your bank may also block an online purchase for security reasons. If the details are correct, contact your bank or try another payment option displayed at checkout. Cozy Haven cannot see or override your bank’s decline reason.

Enter the code in the coupon or promotion field before completing payment and check that the discount appears in the order total. Codes may have an expiry date, minimum spend, product exclusions or usage limit and may not combine when their conditions say so. See our Terms & Conditions for the general promotion rules.

Contact us immediately with your order number and the change you need. An order can only be changed or cancelled before it has been processed, packed or dispatched, so we cannot guarantee that a request will be possible once fulfilment has started.

Submitting checkout sends Cozy Haven your request to purchase. Your order is accepted when processing or dispatch is confirmed. In uncommon cases, an order may not be accepted because of stock availability, an obvious pricing or description error, delivery restrictions, a payment issue or a supplier fulfilment constraint. If that happens, we will contact you using the details supplied with the order.

Cozy Haven currently ships to addresses within Australia. Availability can vary by product, supplier, courier network, postcode and access to regional or remote locations. If a product cannot be delivered to your postcode, checkout may prevent the order or our team will contact you.

Orders are usually processed within 1–3 business days, excluding weekends and public holidays. Peak periods, promotions, stock shortages, supplier delays and courier disruptions can extend processing time.

After processing, the current delivery guide is 3–8 business days for metro areas, 5–12 business days for regional areas and 7–15+ business days for remote areas. These are estimates rather than guaranteed delivery dates, and different products in one order may have different timeframes.

Shipping is calculated at checkout using factors such as the product type, weight, dimensions, delivery postcode, warehouse location, courier rate and bulky-item requirements. Some product pages also provide a shipping estimate. If free shipping is shown for a particular offer, it applies only to eligible products and locations. Read the full Shipping Policy.

Some products ship directly from different suppliers, warehouses or fulfilment partners. Items from the same order may therefore arrive separately, use different packaging and have separate tracking details. A parcel arriving first does not necessarily mean the remaining item was omitted.

When tracking is available, it is emailed after dispatch. You can also use the Track Order page with the order ID from your confirmation email and the billing email address used at checkout. Separate parcels may have separate tracking numbers.

Tracking links can take time to activate after dispatch and may not update until the courier completes its next scan. Check again later and allow for weekends or public holidays. If the parcel is beyond the estimated delivery window or the tracking shows an issue, contact Cozy Haven with your order number.

Contact us as quickly as possible if an address is wrong. An address may not be changeable after processing or dispatch. If a parcel is returned because of an incorrect address, failed delivery, refusal or non-collection, re-delivery, return-to-sender, restocking or courier charges may apply.

Cozy Haven may accept a change-of-mind return when you contact us within 14 days of delivery and the item is unused, unopened, in its original packaging, resaleable and supported by proof of purchase. Approval is discretionary and exclusions apply. Review the Return Policy before opening, assembling or using an item you may wish to return.

Contact Cozy Haven before sending anything back. Include your order number, the item, the reason for the request and clear photos when relevant. We will assess the request and provide instructions if it is approved. Unauthorised returns may be delayed, rejected or returned to sender.

For an approved change-of-mind return, return postage is generally the customer’s responsibility and original shipping fees may not be refundable. If the item is faulty or Cozy Haven sent the wrong item, return arrangements are assessed under the Return Policy and Australian Consumer Law.

Inspect the delivery promptly and contact us as soon as possible. Send your order number, a short explanation, clear photos or video of the issue, and photos of the packaging and shipping label. Keep the item and all packaging until we provide the next step.

Used bedding, blankets and other soft goods cannot usually be returned for change of mind. Personalised, clearance or final-sale items, and products damaged through misuse, incorrect assembly or normal wear, may also be excluded. A faulty-item claim is still assessed under Australian Consumer Law.

After an approved return is received and assessed, the refund is processed back to the original payment method where possible. Your bank or payment provider may need additional time to show the credit. Shipping charges may not be refundable for a change-of-mind return.

Some products have a supplier or manufacturer warranty, and the period varies by product. Warranty coverage does not usually include misuse, neglect, accidental damage, incorrect installation, unsuitable exposure, normal wear or unauthorised repairs. Your rights under Australian Consumer Law continue to apply and are not limited by the store policy or a manufacturer warranty.

Measure the bed base, mattress, room, doorway and access path where relevant, then compare those measurements with the exact dimensions on the product page. Do not rely only on a size name such as Queen or King because product and frame dimensions can vary. If a required measurement is unclear, ask us before ordering.

Check the product description, specifications and additional-information area on the individual product page. Details vary by product and supplier. Follow the included care, safety and assembly instructions, and contact Cozy Haven before purchase if a specification important to you is missing or unclear.

We aim to present products accurately, but colour and appearance can vary slightly because of screen settings, lighting, supplier updates, packaging changes or normal manufacturing variation. Read the written product details as well as viewing the images.

Some furniture and bedroom products arrive flat-packed or require partial assembly. Check the product page and included instructions before starting. Confirm all parts are present, use the recommended tools, follow safety and wall-anchoring directions, and retain the packaging until you know the product is complete and undamaged.

Availability can change while suppliers and fulfilment partners update stock. If an ordered item cannot be supplied, Cozy Haven will contact you using the order details to explain the available options.

Sign in through My Account to view the account and order information available to you, manage saved account details and access the password-reset option. Changing a saved address does not automatically alter an order that has already been placed—contact us immediately if an existing order needs attention.

Yes. Open Track Order and enter the order ID from your confirmation email together with the billing email address used at checkout.

Email customers@cozyhaven.com.au, call +61 1300 179 856, or use the form and live-chat options on the Contact page. The current phone and chat hours are displayed there.

Include your order number, the billing email address, the product name and a clear description of what you need. For damage, faults, missing parts or an incorrect item, also attach clear photos or video of the product, packaging and shipping label. Never include full payment-card details.