If you need to cancel your order, immediately reach out to our shapechic customer team via contact@wearcontoura.com

If your order is successfully canceled, we will simultaneously process your refund. Please allow up to several business days for the refund to complete through to your original method of payment. 

Please understand once your order has been fulfilled and prepared for shipment by our suppliers, we are no longer able to cancel your order and provide a refund. 

A 15% cancellation fee will be applied to orders canceled before processing to cover restocking fees and credit card charges.

Due to high demand, an item may be removed from stock temporarily; orin the case of multiple products, each item may have been sent in separate parcels.

We will make every available effort to communicate any notable changes to your order via the email address we have on file.

If you still have not received an email notification about any changes to your order, but are still missing an item, please reference our contact information provided above, and kindly provide us with the following information: 

- Order Number

- Missing Item(s)  

Our support team will look into the matter and will resolve the issue for you as quickly as possible. 

IMPORTANT: All missing item claims must be made within 7 days of the delivery date of your order.

If more than 12 hours have passed since order placement, we are unable to change the address of your delivery for security reasons.

Should you experience a failed delivery, the carrier will either: 

1.) Leave a calling card whereupon you can arrange final delivery directly with them; or 

2.) Return the package to us, where we will contact you to arrange re-delivery.

If you are not at home during delivery, your parcel may be left in a safe place on the property, with a neighbor/building management. The courier will usually leave a note or communicate indicating as much to you.

If there is no suitable place for the delivery, the courier will leave a card instructing you on how to rearrange the re-delivery for your parcel.

 If your parcel has not arrived and there are no instructions posted to your front door, please contact the courier with your tracking number to rearrange delivery.

If your tracking information shows your order marked as "delivered," but you have yet to receive your purchase: - Please first check likely spots around your residence where your local carrier may have stashed the package. We also recommend checking with any neighbors or property management/staff who may have accepted the parcel on your behalf. - If your order was scheduled to be delivered to a work place, please check with other employees who may have accepted the parcel.- Couriers may sometimes update the tracking as delivered prior to delivery, so please allow up to 24 hours before assuming the parcel is lost. If after this period, you are still unable to locate your order, please contact our support, and where possible, we will open an investigation with the courier and do our best to help out! Note: All lost parcel claims must be made within 30 days of the delivery date.

Customs fees will be charged upon the package reaching the destination country.

 You, as the customer, are liable for all import duties, customs and local sales taxes levied by the country you reside in; payment of these fees is necessary to release your order from customs.

The grand total of your order as displayed on the checkout does not include any additional duties required. The carrier, prior to delivery, will inform you of any additional duties if required. 

We assumes no control over customs and import tax issues. Please understand we are generally unable provide any numbers regarding such taxes and fees, as they vary wildly from country to country and are subject to change at any time. For our Canadian customers, the threshold for bringing goods into Canada is around $20 CAD. If your order is more than this amount, you are likely to be charged customs and import fees.

Refusing to Pay CustomsShould you elect to refuse to pay the customs fee, and the parcel is returned back to CosyVibe, a nominal shipping & handling fee will be deducted from your refund. If you are still unsure on whether you will be subject to customs fees, we strongly recommend contacting your local customs office for more information before placing your order.

You have successfully placed the order, the money has been debited from your account, but you have not received your order confirmation email. 

No need to panic just yet. Please check to ensure the email you utilized for your purchase was correctly input, and also check to see the email did not make its way into your spam/promotional inbox.

 If you are still unable to locate your confirmation email, please contact our support team here for assistance. You will need to provide the full name and delivery address used to place the order.

If your order status shows, "fulfilled", it simply means your order has been packed and processed by our team to begin its exciting journey to your doorstep. Once the fulfillment process has been completed, you will receive a shipping confirmation detailing your tracking information. If your order has remained unfulfilled for more than 3-5 business days, please contact us with your name and order number, and our support team will get right on it.

We understand that sometimes, in the excitement to get their orders, our customers may wish to go back and change/cancel their order. 

Please note that we strive to get your order out the door and on its way to you as quickly as possible. Unfortunately, this means once your order has undergone the fulfillment process, we are unable to make any changes to your order. 

This includes, but is not limited to: item(s), address and payment changes.We thank you for your understanding!

In the unlikely event you have received a defective item, please contact us immediately with the following information: 

- Your order number

- The name of the item you did not receive

- The name of the item you received in it's place

- A photograph of the item you have received

 Once we have the above information, we are happy to work quickly to ensure the problem is rectified to your satisfaction.

We accept every credit/debit cards as payment methods. VISA, Mastercard and American Express.

During an ongoing sale, we will clearly state when the discount event is due to end. When the sale ends, the item may go back to it's original price, and we will not be able to honor the previous sale price.Like all good things, even stellar sales must come to an end. Please continue to check back for future sales and discounts!