FAQ - General questions

Shipping & Payment

  • What are the shipping costs?
    Shipping is free! Yes, you read that correctly. For orders over €50, Cosi delivers its products for free. For amounts below €50, the shipping costs of €6,95 are for your own account.
  • What is the delivery time?

    Do you order before 12 PM? Then your Cosi will be shipped the same day free of charge*. For larger shipments of wood-burning stoves, fire tables and fire pillars, we maintain a delivery time of 1-3 working days.

    *For orders over €50,00

  • How does Cosi deliver my order?
    We understand that you want to enjoy your Cosi as soon as possible. Therefore, you will receive a live tracking code. This way you know when DHL will deliver your package. The larger heaters, such as wood stoves, fire tables and fire pillars, will be delivered by a special carrier within 1-3 working days.
  • Can I collect my order in Utrecht?
    It is only possible to have your order delivered. Would you rather see a product in real life? check the Store Locator for a Cosi store near you.
  • Can I still change or cancel my order?
    Yes, this is possible if the order has not been shipped yet. You can do this in your account.
  • What payment methods does Cosi accept?
    We accept payments with iDEAL, Bancontact, creditcard and payments via bank transfer. Mollie Payments, the largest online payment provider in the Netherlands, processes the payments. This way you know that your payment is safe and secure.
  • Payment of my order has failed, what should I do?
    There might be a malfunction on the website or at the bank, but maybe you forgot to fill in a field or you might not have accepted the necessary cookies. Check your cookie settings and see if the page is complete. Cannot work it out? Reach out to us by e-mail or fill in the contact form.

Warranty & Returns

  • What if I am not satisfied with my purchase?
    Are you not satisfied? Then you will get your money back. Send your items back to Cosi for free within 30 days. You do not need a reason for this. We do ask you to return the product in its original state and packaging. Would you like to return a wood stove, fire table or fire pillar? Then they will be collected from you free of charge. After receiving your return, we will refund the purchase amount within 14 days back into your account. Would you like to register a product for return? Click here and then click on 'view order' to return your order.
  • What are the return costs?
    If you are returning your order within 30 days, then returning it is completely free. Would you like to return your order? Register your return here.
  • Can I exchange my order?
    To make the exchange process as quick as possible, we advise you to return your product(s) and place a new order.
  • How do I return large shipments?
    We will collect large products such as wood-burning stoves, fire tables and fire pillars from you free of charge within the return period! Register your return here.
  • How many years of warranty do I have on my Cosi fire table or gas lantern?
    On all our Cosi products, you receive a 2-year warranty. Would you like to make use of the warranty? Please contact the Cosi partner where you purchased the product. If you bought the article via this website, please contact us via the contact form.
  • How do I get my Cosi repaired?
    We want to solve this for you in the best possible way. If you bought the item through this website, please contact us via our contact form. You will usually receive a reply within 1-2 working days. If you bought your Cosi in a shop, please contact the shop. They will be happy to help you.
  • Will you repair my Cosi if the guarantee has expired?
    Please contact us via the contact form. We will then be able to help you as best we can and, if necessary, give you a cost indication.
  • When will I receive my refund?
    We will refund your purchase amount within 14 days after receiving your return.