TERMS and CONDITIONS
1. Acceptance of Terms
By visiting the Cozy Cup online store and making a purchase, you agree to these Terms and Conditions. Please read them carefully before placing an order.
2. Privacy
COZY CUP AS respects the privacy of its customers. Information about how we collect, use and protect your personal data can be found in our Privacy Policy.
3. Orders and Payments
3.1. By placing an order, you confirm that all information provided by you is accurate and complete.
3.2. Payment must be made at the time the order is placed. We accept Visa, Mastercard, Vipps and Shop Pay.
3.3. Our online store operates primarily on a pre-sale basis. Products are generally available only during sale periods announced by COZY CUP AS.
3.4. The preparation time before dispatch is 4 weeks from the date the order is placed.
Our ceramics are prepared individually after an order is placed and go through several stages of production, including hand-painting, firing, quality control, finishing and packing.
During holiday periods, the preparation time may change. Any such changes will be communicated through our online store.
4. Handmade Ceramics and Natural Variations
4.1. All Cozy Cups are handmade and hand-painted. Each piece is unique. Our products are not factory-produced, and no two Cozy Cups are completely identical.
4.2. Product photographs in our online store show representative examples of each design. They illustrate the general design, colour palette and character of the product, but the individual piece received by the customer will naturally differ from the example shown in the photographs.
4.3. Natural variations resulting from the handmade process may include, among other things:
- shape and proportions;
- colour and glaze;
- brushwork;
- hand-painted details;
- the placement, shape and size of decorative elements;
- minor irregularities and asymmetries characteristic of handmade ceramics.
Such natural variations do not in themselves constitute a product defect.
4.4. A customer's subjective dissatisfaction with the appearance of an individual handmade piece does not automatically mean that the product is defective.
This includes personal preferences regarding brushwork, colour variation, shape, the placement or appearance of decorative elements, and other natural differences between individual handmade pieces.
By placing an order, the customer acknowledges and accepts the individual nature of handmade ceramics.
5. Right of Withdrawal and Returns
5.1. Unless a purchase is exempt from the statutory right of withdrawal, customers may withdraw from their purchase in accordance with applicable consumer protection law.
For customers covered by Norwegian or EEA rules on the right of withdrawal, the withdrawal period is generally 14 days from the date the product is received.
The customer must notify COZY CUP AS by email of their decision to withdraw within the applicable period.
5.2. Returns for Personal or Aesthetic Reasons
If a product is not defective but the customer does not wish to keep it for personal or aesthetic reasons, this is treated as a return/withdrawal rather than a product complaint, provided that the customer has a right to return or withdraw from the purchase.
In such cases, the customer is responsible for arranging and paying for return shipping to Norway.
This applies to both Norwegian and international customers, subject to any mandatory consumer rights that may apply.
5.3. Returned products must be unused, undamaged and securely packaged for transport.
We recommend using a tracked shipping service.
5.4. Where permitted by applicable law, the refund will be issued after COZY CUP AS has received the returned product or after the customer has provided proof that the product has been returned.
For non-defective products returned for personal or aesthetic reasons, we do not normally offer an exchange for another piece. Once the product has been properly returned, the customer will receive the applicable refund.
6. Damaged Products and Genuine Defects
6.1. If a product arrives damaged or the customer believes that it has a genuine defect, please contact us by email at:
Please provide your order number, a short and clear description of the issue, and clear photographs of the product. In cases of damage during transport, we may also request photographs of the packaging.
6.2. Products Damaged During Transport
If a product has been damaged during transport and the damage is confirmed by COZY CUP AS, our standard resolution is a 100% refund of the purchase price paid for the damaged product in our online store.
Due to the handmade nature of our products and our pre-sale system, we do not normally send a replacement product as our standard solution.
If an order contains several products and only one of them is damaged, the refund applies only to the purchase price of the damaged product.
These terms do not limit any mandatory consumer rights.
6.3. Natural aesthetic variations described in Section 4 are not considered genuine product defects.
However, if a product is genuinely defective or materially differs from what was agreed, the customer's rights under applicable consumer protection law will apply.
7. Shipping, Tracking and Lost Parcels
7.1. Once an order has been dispatched, the customer will receive information allowing them to track the shipment.
Customers should monitor their shipment and respond to reasonable requests from the carrier concerning delivery, customs clearance or required import charges.
7.2. Lost Parcels
If the tracking information indicates that a parcel may be lost, or if there has been no tracking update for an unusually long period, the customer should contact us as soon as possible at:
Please provide your order number and tracking number.
COZY CUP AS will contact the relevant carrier and initiate an investigation.
If the carrier confirms that the parcel has been lost, the matter will be resolved in accordance with applicable consumer rights. Depending on the circumstances, this may include reshipment where possible or a refund of the applicable amount.
8. International Shipping – DHL Express
8.1. International orders are shipped from Norway via DHL Express.
8.2. Import Charges
Customers placing international orders may be required to pay import tax, local VAT, customs duties or other import-related charges in accordance with the rules of the destination country.
Any applicable import charges are not included in the product price or in the shipping fee paid to COZY CUP AS.
The customer is responsible for paying any applicable import charges required by the destination country.
COZY CUP AS does not determine the amount of these charges and has no control over the import regulations of the customer's country.
8.3. Orders to the United States
For orders shipped to the United States, as of 24 August 2026, applicable import charges, taxes and/or customs-related fees are no longer collected by COZY CUP AS during checkout in our online store.
If such charges apply, the customer is responsible for paying them in accordance with instructions from DHL or the relevant authorities before delivery or upon receipt of the shipment.
8.4. Failure or Refusal to Pay Import Charges
Failure or refusal to pay applicable import taxes, duties or customs charges does not constitute a product defect or grounds for a product complaint.
If a shipment is refused, left unclaimed or returned to Norway because the recipient fails or refuses to pay required import charges or complete required customs procedures, the matter will be handled in accordance with applicable law.
Where permitted by law, costs incurred directly as a result of the refused or failed delivery may be deducted from any amount refunded to the customer.
9. Products, Prices and VAT
9.1. COZY CUP AS reserves the right to change its product range and prices before an order is placed.
9.2. All prices are displayed in NOK unless otherwise stated.
9.3. Export Sales
International export sales from Norway are subject to 0% Norwegian VAT (export sales).
Customers may nevertheless be required to pay import tax, local VAT, customs duties or other charges in accordance with the regulations of the destination country.
These charges are not part of the product price collected by COZY CUP AS.
10. Intellectual Property Rights
All content belonging to COZY CUP AS, including our original ceramic designs, photographs, illustrations, texts, branding and other creative content, is protected by applicable intellectual property laws.
Such content may not be copied, reproduced or used commercially without the prior written consent of COZY CUP AS.
11. Changes to These Terms and Conditions
COZY CUP AS reserves the right to update these Terms and Conditions.
Any updates will be published on our website.
The version of the Terms and Conditions in effect at the time an order is placed will generally apply to that order, unless mandatory law provides otherwise.
12. Seller Information and Contact
COZY CUP AS
Organisation number: 935 881 692
Bøgata 26c
0655 Oslo
Norway
Email: cozycup.as@gmail.com