This Support Policy ("Support Policy") describes what support you can expect from Shoppable Inc., ("Us", "Our", "We") in-regards to this website ("Cozy", "Cozy.co.uk", "Website") and affiliated services.
What This Support Policy Covers
We only support our services and/or products, such as this website (https://cozy.co.uk). Our Support Service includes assistance with registration, troubleshooting, merchant and affiliate setups, configuration and general use.
If you need help setting up or configuring your account for example, please ensure that you check our Knowledgebase & FAQ sections, your question might have been already answered and documentation might of already been provided. If it hasn't please submit an appropriate ticket to the appropriate department as set out below.
Retired products and/or services are only supported until your subscription expires or they can no longer be support due to their lifecycle. If you spot fatal errors, broken links or experience any other technical difficulties please contact us directly with immediate attention so we can best assist you and fix the issue at hand.
What This Support Policy Does Not Cover
We cannot provide support for products purchased from vendors and/or affiliates through Cozy and/or affiliated services. Products and/or services purchased from vendors and/or affiliates fall under Seller Policy and/or Return Policy respectively. We cannot provide support for products and/or services which are not delivered to you, which break and/or are not as described, we however, can assist you in dealing with the vendor and/or affiliate in-question once a dispute is raised through the correct support channel.
Our support hours are Monday to Friday 09:00 AM to 6:00 PM (Pacific Daylight Time, GMT-7). Although we strive to respond to all queries within 48 to 72 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.
Due to high call volumes we can no longer provide over-the-phone support.
Help Departments & Contact Information
Please use one of the below links to directly raise queries and support tickets - for example if you submit a general help ticket about a product which has not arrived to the incorrect department we will not be able to assist you, so please ensure you contact the correct department as set out below.
General Support, Vendor Disputes & Product-Related Queries: [email protected] - please ensure you submit relevant details, such as transaction details, your account/profile names, shipment details, etc. for us to best assist you.
Legal Queries & Copyright Support: [email protected] - please ensure you submit relevant details, such as the trademark violation in question.
Returns Support (Post-Query): [email protected] - please ensure you only contact this department after your first ticket was solved by our Customer Support team. Only contact this department if for example, you need to check the status of your return or case.
Refunds Support (Post-Query): [email protected] - please ensure you only contact this department after your first ticket was solved by our Customer Support team. Only contact this department if for example, you need to check the status of your refund.
Web Help: [email protected] - please ensure you submit any details of bugs, issues or glitches you may experience with any of our services.
Cozy.co.uk is owned and operated by Shoppable Ltd., contactable at Shoppable LTD, Holmoak House, Stuppington Court Farm, Merton Lane, Canterbury, Kent, CT4 7BP, United Kingdom of Great Britain and Northern Ireland.