Frequently Asked Questions

After placing an order, you will receive a confirmation email with your order information. Once shipped, we will send an email that includes the tracking number and carrier information for you to access shipment updates.

Tracking emails will be sent within 1-2 business days after placing your order. If you are not able to receive your package during the timeframe provided by the carrier, or if the carrier attempted delivery and you were not available to receive it, please contact the carrier directly to schedule a new delivery date or to determine the best way to manage the delivery of your shipment.

If you have any other questions regarding the status of your order, please contact us by email at hello@cosmolle.com

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We cannot guarantee that we will be able to cancel or modify your order if the order has already been processed by our warehouse, but we will do our best to accommodate you. If you need to cancel or modify your order, please contact us by email at hello@cosmolle.com.

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Please allow up to 10 business days for your returned item(s) to be received by our warehouse. We will send you an email once we have received your item(s) and have processed the refund – provided the product is unopened and in the original packaging.

PLEASE NOTE: You will not be refunded for any shipping fees you may have paid for in your order. Once the refund is processed, you can expect to see the amount reflected on your bank statement within 3-5 business days (depending on your bank/credit card company).

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Yes! We provide a 30-day warranty for any manufacturer’s defects. The warranty begins from the date of purchase.

If you have any issues with your item(s), please contact us by email at hello@cosmolle.com.

We ask that you provide your order number and a photo or video showing the issue in your email to file a warranty claim.

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If you made a mistake with your shipping details email us with your order number and new shipping address to be delivered to. 

Because we do our best to fulfill every order as soon as possible, in some cases, we may not be able to change your shipping address after it being processed or shipped.

If your order had already shipped we'd recommend reaching out to the shipping carrier to have your package intercepted and redirected to the correct address.

More questions? Drop us a line : )

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First double-check the area where the carrier would have left it. Ask neighbors too in case the package was dropped at the wrong door. Also, look for any "attempted delivery" notices, which means the carrier tried to deliver it, but no one was home. If you still don’t see anything, wait until the end of the next day, because some carriers’ electronic systems may show the package as delivered, even when it’s still on the way. Still no luck? Call the carrier with your tracking number for more information.

If the carrier is unable to provide a resolution please contact our Customer Care Center at hello@cosmolle.com

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Once you place your order successfully, you will receive a unique Cosmolle order number starting with “SYCM-”.

There are ways to find your order number:

  • Check your email inbox or spam for the order confirmation.
  • Create a Cosmolle account using the email address you provided at purchase. Find your order number under your order history.

Still can’t find your order number? Let us help - contact us.

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We use outside delivery companies (UPS, FedEx, DHL, and USPS), we cannot guarantee these delivery times.

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Yes, we offer standard and express shipping options to most countries.

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Normally we will only ship to the address entered when the order was originally placed. Let’s connect as soon as possible if you need to update the shipping address. Please send an email to hello@cosmolle.com

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Orders below $78.99 USD: $5.95 USD shipping cost within US and $29.99 USD in the rest of world. 

Orders over $79 USD: FREE shipping

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Prior Delivery 3-7 business days / Standard Delivery 8-12 business days

Please note that shipping times do not include the standard 1-2 business days processing time it takes for the order to ship out.

Please note: due to the large order volume and slow logistics during the Black Friday shopping spree, some shipments may be delayed. We're working diligently to get your order on time. 

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*Visa

*Master Card

*American Express

*Discover Network

*JCB

*Diners Club

*Shopify Pay

*Apple Pay

*Google Pay

*PayPal Express

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  1. Choose Afterpay as your payment method at checkout. Use your existing payment card details
  2. Complete your checkout. No long forms, get an instant approval decision
  3. Pay in installments. Make 4 payments every 2 weeks, interest free
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Split your purchase into 4 interest-free payments with Klarna. Just enter the credit or debit card details of your choice and make automatic payments every two weeks. Available on all orders over $35.

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WHAT ITEMS CAN I RETURN?

We want you to be completely happy with your new purchase.

If sometimes something just doesn't work for you and you want to return or exchange. As long as the item(s) are still in their original condition, you can return these within 60 days. Please see the below for any exceptions to this rule: 

If an item is marked as 'Final Sale', this item is non-returnable.

All underwear can’t be returned for hygiene reasons.

*In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging. If an item is returned to us damaged, worn, or in an unsuitable condition, we won't be able to give you a refund. All items are inspected on return.

*Please note that returns registered separately can't be returned in one package, even if they are from the same order. Combining the returns into the same package will slow down the refund process, so please package them separately!

*Please retain any proof of return postage receipts as we may need to view these as part of your return.

*Shipping fees will not be refunded if you are returning your items for a refund.

* If you would like to return your items, please ship your items in their original packaging to our warehouse.  

Cosmolle

8333 Rochester Ave, Suite 109,

Rancho Cucamonga, CA 91730

United States 

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If you are returning an order please read our return policy here.

We offer free returns to the United States.

Scroll down to learn more about how to return or exchange and the return process.

To start your return process:

1. Please send an email to hello@cosmolle.com

Enter your order number and shipping zip code. 

If you're returning an exchange please enter your exchange order number (hint: this usually starts with SYCM).

Select the product you wish to return (SKU, SIZE, COLOR).

Select the reason for the return and we'll give you options for an exchange, refund, or store credit.

Repeat steps 2 and 3 for each item you wish to return.

You will receive a return-initiated confirmation email with a FREE pre-paid label.  

2. Return Label and Drop Off Your Package

 

Once you have your FREE pre-paid return SHIPPING LABEL, package up your item(s), attach your label, and mail it back to us. Place new and unused items in the original package. Please do not combine multiple returns into one package and in contrast, do not separate a return for one order into multiple boxes. This can cause delays of up to 14 business days. 

3. Processing & Refunds

Please allow 2 to 4 business days to process the return once it’s received. You will be notified via email once a refund has been issued!

We will refund the price of the merchandise (excluding the original shipping charges that may have been applied to your order) upon receiving your return. Once your refund is processed, it may take up to 5 days for it to clear with your bank.

If you require further assistance, please contact customer support. hello@cosmolle.com

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Please allow 2 to 4 business days to process the return once it’s received. You will be notified via email once a refund has been issued!

We will refund the price of the merchandise (excluding the original shipping charges that may have been applied to your order) upon receiving your return. Once your refund is processed, it may take up to 5 days for it to clear with your bank.

If you require further assistance, please contact customer support. hello@cosmolle.com

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We offer free return shipping on all U.S orders! That means we'll cover the return shipping back to us and provide a prepaid return shipping label you can print. If you requested an exchange we'll ship your exchange order out to you free of charge.

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We are currently unable to provide free return labels to APO/FPO orders. To return your items please return the item(s) using an insured postal carrier to:

Cosmolle

8333 Rochester Ave, Suite 109,

Rancho Cucamonga, CA 91730

United States

Please ensure all previous shipping labels or information have been removed. We recommend shipping with insurance and keep your shipping receipts until your return is processed. 

Kindly note that Cosmolle is not responsible for returns that are missing, damaged, or lost in transit.

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Our brand name Cosmolle is a combination of "cosmos" from the word cosmology and "elle(her)" from French,  the meaning of our brand can be interpreted as we care for the giant and comprehensive world all about females, i.e. besides women's fashion, we care for women's feelings, health, lifestyles and etc.

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Yes, Eco-friendly. Skin-caring . 3D Printed Technology. 

This is our sustainable way to manufacture.

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We offer sales and discounts at various times throughout the year. Subscribe to our emails to be notified about sales and promotions, and follow us on Instagram @Cosmolleofficial to make sure you don't miss them!

Important details about our sales and discounts:

*Offers can only be used once unless stated otherwise

*Discounts cannot be combined with free products, giveaways, or any other promotions

*We may cancel or modify a promotion, discount, or coupon at any time

*Raffle and giveaway items are not eligible for exchanges

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You will be able to enter your code in the space provided during checkout, and the discount will be applied automatically!

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BUY MORE, SAVE MORE

Fill your closet with your favorite styles and get excited because the more you buy, the more you save!

 

How does it work?

Just check the link https://www.cosmolle.com/collections/best-seller

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