SHIPPING AND RETURNS

Simple deliveries, worry-free returns

We ship to Italy and six European markets with cash on delivery. Shipping in Italy is always free.

  • Pay at your door
  • Free 30-day returns
  • Tracked courier

Delivery times and costs

How cash on delivery works

In Italy shipping is always free, with no minimum, and cash on delivery is included at no extra charge. In other countries standard delivery becomes free above the stated threshold, while cash on delivery always remains included.

Country Delivery times Standard shipping Free-shipping threshold Cash on delivery
Italy 2-4 business days Always free No threshold Included
Romania 3 - 6 business days 19,90 lei 199,00 lei Included
Poland 4 - 7 business days 5,90 € 59,00 € Included
Greece 4 - 8 business days 6,90 € 69,00 € Included

For the other countries we serve (Czech Republic, Bulgaria, Hungary) delivery times and the free-shipping threshold are shown at checkout, before you confirm your order.

The cash-on-delivery seal. Pay the courier in cash or by card, right at your door. No upfront payment and no bank details entered online: you pay when the parcel arrives.

How delivery works

1

Order confirmed

You get an email and an SMS with the summary. No payment required at this stage: we're preparing your parcel.

2

Parcel on the way

We send you the tracking link. You can follow every stage from the page tracking, any time.

3

The courier calls you

You agree on a time slot together. If you're not home, we try again the next business day at no extra cost.

4

Check and pay

Open the parcel at your door, check that everything's right and pay the courier in cash or by card on the POS. If something's off, you can refuse the delivery on the spot without having paid a thing.

Returns in 3 steps

Need help
1

Start your request

From your account or by writing to us: tell us the product and the reason. We'll reply within 24 hours with the return label.

2

We prepare the parcel

Put the item back in its original packaging, apply the prepaid label and seal it well. No cost to you.

3

Ship it and wait for your refund

Drop the parcel at a pickup point or hand it to the courier. As soon as we receive and check it, your refund goes out.

Easy 30-day returns. You have a whole month to change your mind. The return is free and there are no awkward questions: if the product isn't for you, it comes back at our expense.

What you can return

  • Items intact, unused and in their original packaging.
  • Products with all accessories, manuals and labels still in place.
  • Complete sets returned in full (individual pieces of a set can't be returned).
  • Items that are faulty or damaged in transit: we take care of it, at no cost to you.

For hygiene reasons we don't accept returns of opened single-use or made-to-measure items, except in the case of a manufacturing fault.

Refund times

  • Return inspection: within 2 business days of arrival at the warehouse.
  • Refund to card or account: 3 - 5 business days after approval.
  • Cash-on-delivery orders paid in cash: refunded by bank transfer to the IBAN you give us, usually within 5 - 7 business days.
  • We keep you posted by email at every step, so you always know where things stand.

Bank processing times can vary by a few days: if something doesn't add up, write to us and we'll check it together.

Pickup points

Track the parcel

Never home? Choose a pickup point near you at checkout: collect your parcel whenever it suits you and pay there, always cash on delivery.

Partner pickup points

Over 8,000 tobacconists, newsstands and local shops, open evenings and weekends too.

Automated lockers

Lockers available around the clock. You get a code, open the door and collect in seconds.

Hands checking a just-delivered Cozelia parcel

Delivery to your door

Prefer your own front door? The courier calls before coming and you agree on a time together.

  • Payment on delivery at the pickup point too
  • A personal, secure pickup code
  • Parcel held for up to 7 days

Frequently asked questions

All questions
How much does the "pay on delivery" service cost?

In Italy cash on delivery is included, at no extra charge: you pay only the price of the products and shipping is always free. In other countries the free-shipping threshold shown in the table above applies; cash on delivery remains included in any case. You always see the total clearly before confirming your order.

Can I pay the courier by card or only in cash?

You can pay however you prefer: most couriers accept both cash and card via POS at your door. For a large amount, we recommend card for convenience. Either way, you only pay when the parcel is in front of you.

What happens if a return is rejected?

It rarely happens. If an item comes back used, incomplete or without its packaging, we get in touch before deciding anything and explain why. You can choose to have the product sent back to you at no cost: we never hold on to anything without talking to you first.

Still have a question? Our customer support replies in Italian, English and the languages of our Eastern European markets, Mon-Fri 9-19, Sat 9-13.

Write to us now Track your order

  • Pay on delivery
  • Free 30-day returns
  • Support in your own language