Our top FAQ's

Have a question? We've got answers below. Can't find yours? Contact us at support@cosmolle.com or +8617306007157/ 909-4768779

How do I return/ exchange an item?

  • Step 1: Returns must be made within 30 days of receipt. To be eligible for a return or exchange, your item must be unused, with all tags still attached, shipped back in the same condition that you received it.
  • Step 2: Email to our customer care team ( support@cosmolle.com ) and inform us with your order id and the reason why you want to return or exchange.
  • Step 3: Return your items to our return & exchange address and keep us informed with the return tracking number. (Please do not return anything without letting us know first! )
  • Download a US returns form
  • Download a Worldwide returns form
  • Step 4: We’ll let you know once your return is being processed.

Where is my order?

  • After you place your order, you will immediately receive an email with a detailed summary of your order. Once your order has been shipped, we will send you another email with your tracking number, then you can Track your order for regular updates.

  • Click here to track the status of your order. You will need to provide your tracking number. If you need more help please contact us for assistance.

  • Don’t forget that our couriers work till 9pm (10pm for Evening Delivery) so your order could arrive in the evening. If you're not in when the courier tries to deliver don't panic! Please kindly contact the local distribution center.

Can I cancel or amend my order?

  • Cancellation: We can attempt to cancel your order, please chat below asap to request this. This can't be guaranteed! After this time we can't cancel before delivery, but you can return unworn items for free within 15 days of receiving your order.
  • Amendment: We’re quick at processing orders so any changes must be made before you click 'Pay Securely'. After this point, you won’t be able to make any changes to the items or quantities in your order.
  • If you believe that your delivery address is incorrect please chat below ASAP. Address changes cannot be guaranteed however will be attempted.

When will I get my refund?

  • Please allow up to 10 working days for your returned parcel to be received. We’ll send you an email as soon as your return has been processed at our Warehouse. You will receive the credit within a certain amount of days, depending of your card issuer’s policies.

What are my shipping options?

  • Shipping in the contiguous US is FREE for all orders over $100 (before taxes and after discounts) and takes up to 8-12 business days to be delivered, depending on where you live. If you can't wait to get your Cosmolle on, you have speedier options to select. We also offer 4-day delivery.

Do you offer promotions?

  • We run sales and discounts at different times throughout the year. Sign up for our email newsletter and follow us on Instagram @Cosmolleofficial to make sure you don't miss them. More details our legal team wants you to know:

  • - Offers can only be used for one transaction per customer unless otherwise stated.
  • - We may cancel or modify a promotion, discount, or coupon at any time.
  • - Discounts cannot be combined with other promotions, free product, coupons, or giveaways.
  • - Raffle or giveaway items have no cash value and are not available for exchange.

How do I use a promotion code?

  • Just enter your promotion code in the space provided during checkout and hit “apply” and it will be applied to your order automatically.

What payment options do you offer online?

  • Credit Cards

  • Visa
  • Master Card
  • American Express
  • Discover Network
  • JCB
  • Diners Club
  • Shopify Pay
  • Apple Pay
  • Google Pay

  • PayPal Express

 

For more information please kindly visit our customer care help center.

Returning an Item

Return via your chosen method, allow 10 days for your parcel to make it back to our warehouse and a further 3-5 for your refund to reach your account. Don't forget to hold onto your return tracking number.                
The cost of a return is payable by you and we won't reimburse this. Don’t forget to obtain and keep your returns postage receipt until you have been fully refunded, in case your return gets lost on its way back to us.

Lost your returns note? Download a new returns note for or the US or Worldwide .

Contact us - we're around 24/7

We love to help. If you have any questions, please do not hesitate to let us know.Our customer care team will do the best to help you out.

Email: support@cosmolle.com  (reply within 24hrs)

Tel: +8617306007157