Help Page


Our top FAQ's

How do I return 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.
  • 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?

  • When your order's ready to leave our warehouse we'll email to let you know. Then you can Track your order for regular updates.
  • 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.

 

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: 909-4768779

 

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