EXCELLENT CUSTOMER SERVICE. I had an item missing from my order and emailed cozy glow immediately. I received a prompt reply from them. All communication was very polite and a replacement was sen... See more
Company replied
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See what reviewers are saying
This charming little shop is exactly what independent retail should be. The handcrafted candles are beautiful. What really sets this place apart is the genuine, no-pressure atmosphere. You can browse... See more
Company replied
I've been in there quite a few times as I live locally, though I know you can buy directly from their website too if you aren't local. It's a good place to visit if you're looking for unusual gifts. T... See more
Company replied
Unfortunately I cannot review the items as they have not arrived, but the communication and dispatch speed are terrible. I ordered a bat wine opener and a pumpkin spice candle as Halloween gifts. The... See more
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Company details
Information provided by various external sources
Discover the world of Cozy Glow and shop everything from handmade soy candles and home fragrance to bath and beauty, and home and kitchen.
Contact info
160 Brighton Road, CR5 2NE, Coulsdon, United Kingdom
- +44 20 3697 0273
- team@cozyglow.co.uk
- cozyglow.co.uk
3.9
Great
202 reviews
Replied to 80% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
EXCELLENT CUSTOMER SERVICE
EXCELLENT CUSTOMER SERVICE.
I had an item missing from my order and emailed cozy glow immediately. I received a prompt reply from them.
All communication was very polite and a replacement was sent out very quickly.
The way a company deals with issues speaks volumes about their ethics and customer care. Very happy with the service I have received.
15 April 2026
Unprompted review
Reply from Cozy Glow
Thank you so much for your kind review.
We really appreciate you giving us the opportunity to put things right before leaving your feedback. Occasionally, a picking error can happen, but it means a lot that you came directly to us and allowed us to resolve it quickly for you.
We’re so pleased to hear you were happy with the service and how it was handled. Your support genuinely means a great deal to a small business like ours.
Thank you again for your understanding and for taking the time to share your experience.
Damaged item and poor customer service
Bought a gift item online, but when it finally arrived (after having to chase for it to be dispatched) the item's box was scuffed and squashed and therefore not suitable to gift.
I contacted the company who tried to claim it was a 'minor imperfection' and that it did not deter from the product itself as it was not damaged. But the box was fundamentally part of the product and its presentation so this is absolutely not the case.
They first of all tried to blame the damage on Royal Mail but then backtracked and tried to claim that the item was already scuffed when it was packaged for delivery - stating firstly that this was due to customers handling items in the shop and then that this is how items arrive from suppliers?? Regardless they have admitted to sending a substandard item.
The shop has said I would have to return the item at my own expense or
they have offered a 20% refund, which given that the item can no longer be gifted and cannot be used my myself (due to not having pets) does not compensate for the item.
Very poor attitude with contradictory responses. Would not use again and would not recommend.
9 December 2025
Reply from Cozy Glow
Thank you for your feedback Laura. We always appreciate customers taking the time to leave reviews and we review all feedback carefully.
On this occasion we did not agree with the item being described as damaged. The product is a baking mix contained inside a decorative card cracker. The contents and the cracker itself were intact. The photos showed a very small amount of bent card on the very ends of the cracker, less than 1 mm, with the rest of the item in perfect condition. As the cracker is made from thin decorative card, this type of very minor bend can occur simply from an item being picked up and placed back on a shelf, or from normal movement during transit, which is what we explained in our correspondence.
Because of this, we do not normally consider such a minor cosmetic issue to be damage requiring a refund without the item being returned to us. However, as a gesture of goodwill we offered a 20 percent refund. We also confirmed that the item could be returned within 30 days for a full refund once received back with us, in line with our returns policy.
We always aim to be fair and polite when responding to customer concerns and are sorry that on this occasion we were unable to reach a resolution that satisfied you.
Halloween t-light
Lovely little t-light holder and fantastic customer service, delivery and interaction
20 October 2025
Reply from Cozy Glow
Thank you so much for taking the time to leave such a kind review. We’re really pleased you loved the Halloween t-light holder, and it means a lot to hear your kind words about our customer service and delivery too. Your support genuinely makes a difference to our small business, so thank you again for choosing Cozy Glow.
I ordered a product in December and…
I ordered a product in December and have never received it. There is no tracking number and I have tried to contact them several times but have had no response from them. I have now reported them to Shopify to try to get my money back.
15 December 2025
Unprompted review
Reply from Cozy Glow
I’m very sorry for this experience and for the lack of communication, which is not the level of service we aim to provide.
Unfortunately, we experienced a full power failure in our store for over a week while the mains cable was replaced following a power surge, which temporarily prevented us from accessing systems and responding to messages.
In addition to this, the item you ordered arrived damaged from our supplier and we did not receive the replacement stock in time to fulfil the order, which we should have communicated more clearly.
We are now fully back open and would like to resolve this for you as quickly as possible. Please contact us directly to confirm the order name and delivery address, as the order number referenced appears to be linked to different details in our system.
We genuinely apologise for the frustration caused and are keen to put this right for you.
I was really impressed with the quality…
I was really impressed with the quality of these candles. The scent is beautiful and not overpowering, and I love that they’re non-toxic. The customer service was great as well. I’ll definitely be purchasing again and would highly recommend this company.
27 October 2025
Reply from Cozy Glow
Thank you so much for your lovely review. We are really pleased you loved the quality and that the scent felt just right. We also truly appreciate you highlighting our ingredients and our customer service. Thank you for recommending us, and we cannot wait to welcome you back again soon.
Reply from Cozy Glow
Thank you so much for your kind words. We are really grateful for your support and love being part of our local high street. It truly means a lot to our small independent business.
Always friendly and helpful
Always friendly and helpful, a huge choice of candles and loads of other lovely present ideas
6 December 2025
Unprompted review
Reply from Cozy Glow
Thank you so much for your lovely review!
We always aim to make every visit welcoming, and it’s wonderful to hear you enjoy our wide range of candles and gift ideas. We’re so grateful for your support of our little Coulsdon shop. Hope to see you again soon!
We found the staff are super friendly…
We found the staff are super friendly and helpful. All the products are of a high quality and the place smells AMAZING!! The only candles we buy now!
5 December 2025
Unprompted review
Reply from Cozy Glow
Thank you so much for your lovely review!
We’re really glad you enjoyed your visit and it means a lot to hear you love the quality of our products. Knowing our candles are the only ones you buy now truly makes our day.
We hope to see you again soon for more cosy scents!
Lovely shop
Lovely shop, with a variety of seasonal gifts. I went in today and bought a couple of Christmas presents. The owner is very helpful and friendly. He also arranges several community events every year. He's a real asset to Coulsdon.
10 December 2025
Unprompted review
Reply from Cozy Glow
Lovely shop
Lovely shop, with a variety of seasonal gifts. I went in today and bought a couple of Christmas presents. The owner is very helpful and friendly. He also arranges several community events every year. He's a real asset to Coulsdon.
Love everything about this shop
Love everything about this shop. So many wonderful candles with gorgeous scents, almost too much choice! And all the lovely gift items! Absolutely fabulous. Really friendly and helpful staff. A gem of a shop xx
24 November 2025
Unprompted review
Reply from Cozy Glow
Thank you so much for such a lovely review. We are thrilled you love our candles, scents and gift range, and we agree that choosing can be the hardest part. Your kind words about our team really mean a lot to us. Thank you for supporting our little shop. xx
Love the shop and all the amazing gifts…
Love the shop and all the amazing gifts you can buy there, especially the candles. Really friendly service too and always happy to chat about any items
4 December 2025
Unprompted review
Reply from Cozy Glow
Thank you so much for your lovely review!
We’re so glad you enjoy visiting the shop and discovering our gifts and candles. It really means a lot to hear you appreciate the friendly service too - we love having a chat and helping you find something special.
I would not reccomend this company to…
I would not reccomend this company to anyone. Payed for chimmey sweeping and a service i have had to get someone else to do job right. Rang them to speak to Tom with no responce. So this lot cost me again gos to show you get what you pay for.
11 July 2025
Unprompted review
Reply from Cozy Glow
Hi there,
We believe this review has been left for the wrong business, as we do not offer chimney sweeping or any services related to this trade, nor do we have anyone named Tom on our team. We’re a small independent candle and home fragrance shop based in Coulsdon, and it looks like your feedback was meant for another company.
If you update or remove the review, we’d really appreciate it. Thank you for your understanding, and we hope you’re able to get the matter resolved with the correct business.
Great products, good service.
Dispatched and delivered promptly. Great smelling, strong aftershave which matched the originals. Even included an extra gift. Not my first order and will order again.
26 June 2025
Reply from Cozy Glow
Thank you so much for your kind words and continued support! We’re delighted you’re enjoying the fragrances and service — and it’s wonderful to know the extra gift was appreciated too. We can’t wait to serve you again soon!
Ordered 29th August still no delivery
I ordered a diffuser on 29th August. Still not shipped. Emailed twice and no response. Will not be ordering from here again.
Update: told that I’d been sent an email about this. Never have, I sent an email again, no response and no contact number available. Now going to bank to get money back!
Update: making out I’ve been emailed 3 times but have not been emailed once. Ive emailed from stacey_a15…which is the email used for my order to which I also have an order confirmation. Please stop making up excuses for customers to see when it’s nobody’s fault but yours. I ordered with 1 email address, I contacted you multiple times also with that email address. I also contacted you through your contact form on your website with that same email address. I’ve got my refund now through my bank.
28 September 2025
Unprompted review
Reply from Cozy Glow
Hello Stacey,
We’ve carefully checked our system and unfortunately can’t find any order placed on the 29th August for a diffuser — or any order at all under the name “Stacey Adams” or the email address you’ve mentioned.
Could you please provide your order number or a screenshot of your order confirmation? This will help us locate the correct record and assist you properly.
Kind regards,
Cozy Glow Customer Care
Scam
I ordered a marshmallow kit on the 10th Sept. I also followed up with an email on 21st September. No response and no marshmallows.
After posting I received a prompt reply and refund. Thank you Cosy Glow
10 September 2025
Unprompted review
Great store
Great store. I ordered online. Via Tiktok live stream with ashley actually. Super friendly service. Cheap fast tracked 24 hour postage and great candles.
8 September 2025
Unprompted review
Reply from Cozy Glow
Thank you so much for your kind words 💛 We’re so glad you enjoyed ordering with us on TikTok Live – Ashley loves chatting with everyone! 🕯️✨ You can always find us at @CozyGlowCandles on TikTok, and we can’t wait to see you in another stream soon. Thanks again for your support! 🙌
Nice store always super friendly with…
Nice store always super friendly with great customer service. Some things are out of my price range but they always have a bit of a sale on where I can buy stuff in my price point. Nice local business
31 October 2024
Reply from Cozy Glow
Thank you so much for your lovely feedback 💛 We always try to make sure there’s something for everyone, and we’re glad you’ve been able to find pieces you love during our sales 🕯️✨ We really appreciate your support for a local business like ours!
Lovely local shop
Lovely little shop. Full of gifts ideas and a great range of soya based candles. Really worth a visit 😊
24 May 2025
Unprompted review
Reply from Cozy Glow
Thank you so much for your kind words 😊🕯️ We’re so glad you enjoyed visiting our little shop and exploring our soy candle range – we can’t wait to welcome you back again soon! 💛✨
Great place to find something that will surprise and delight!
I've been in there quite a few times as I live locally, though I know you can buy directly from their website too if you aren't local. It's a good place to visit if you're looking for unusual gifts. There are a range of candles and other sensory items but there are also unusual and unexpected bits, so if you're looking for something different to surprise and delight, it's a great place to pop into.
23 May 2025
Unprompted review
Reply from Cozy Glow
Thank you so much, Amanda 💛 It means a lot to have the support of our lovely local community! We love curating unusual gifts and little surprises, so it’s wonderful to hear you enjoy both visiting the shop and browsing online 🕯️✨ We look forward to welcoming you back soon!
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