FAQ
Every day, we receive a significant number of customer inquiries. To enhance accessibility to information for our valued customers, we have compiled a list of the most common questions we receive. Remember, our Customer Services Department is always ready to assist you and can be contacted via email at any time. Your convenience and satisfaction are our top priorities.
If you need further clarification, please feel free to ask.
Products
- Are all your products fresh and genuine?
- Do you provide samples?
- Would you be able to find something not listed on your website?
- I have x type skin, with y characteristics and z problems. What type of product would suit me best?
Privacy & Security
Shipping and Delivery
- What are the shipping costs?
- How long will it take to get my order?
- What if my order hasn't arrived after 14 postal days?
- How will I know when my order has been shipped?
- How can I track my order?
- Do you ship to my country?
- Do you ship to PO Boxes/APO/FPO Addresses?
- Will there be any taxes/customs duties?
- Why is there a surcharge for fragrance-only orders?
Making Payment
Returns
My Account and My Reviews
- Why should I create an account?
- I'm an existing customer, do I need to register?
- Help! I forgot my password
- My email address changed. How do I keep my loyalty discount?
- How do I sign out?
- Will my information be secure?
- Why do you need my profile information?
- How do I change my email notification preferences?
- How do I track my order?
- Why is my order pending?
- How do I re-order an order or product?
Discounts & Promotions
Contacting Us
Products
Q. Are all your products fresh and genuine?
A.
Absolutely, without a doubt. We exclusively offer authentic brand items on our website.
Our product range comes from various global sources, and while there might be slight visual variations in some items compared to what you may have encountered elsewhere, rest assured that these products remain entirely authentic. They are manufactured by the original brand and uphold the same standards. For instance, a product available in the US might display subtle differences compared to its counterpart in France or Japan, yet it remains genuine.
Furthermore, our commitment to freshness is unwavering. We maintain all our inventory in a controlled environment to ensure optimal conditions prior to shipping, and we regularly conduct thorough quality checks.
These measures collectively vouch for the outstanding quality of the products we deliver to our esteemed customers.
Q. Do you provide samples?
We offer complimentary samples whenever they are accessible, although we cannot assure their inclusion with every order.
Q. Would you be able to find something not listed on your website?
A. It's quite likely. Our vast global supplier network enables us to boast the internet's most expansive product selection. Thus, there's a good chance we can assist you in locating even discontinued items from your region. If you've previously ordered a product that isn't currently listed, it's likely temporarily out of stock. Typically, we manage to restock within a week, so we recommend checking back frequently. Regrettably, we are unable to provide personalized alerts when new stock arrives or when the next shipment is due. To stay updated on the latest stock availability, please regularly visit our website.
Q. I have x type skin, with y characteristics and z problems. What type of product would suit me best?
A. Our expertise lies in procuring renowned brands globally, accompanied by an exceptional loyalty program and substantial exclusive deals. To achieve this, we meticulously manage our cost structure, and while we don't employ dedicated skin or color specialists, nor possess the technology for exhaustive responses to such queries, we prioritize honesty. Instead of attempting to provide an incomplete answer, we prefer suggesting that you seek such specific information directly from the brands or specialized platforms. Subsequently, you can leverage our platform for recurrent purchases at the most competitive prices.
Feel free to reach out if you have further questions or needs.
Privacy & Security
Q. Are my details secure?
A. Absolutely! The information we request when you make a purchase is crucial for order processing and to provide you with the latest offers from CosmoStore.org. We employ state-of-the-art SSL encryption (128 bit) technology to ensure the utmost security for all your details. Rest assured, we never share, rent, or disclose any of your information to third parties. Your privacy is our steadfast commitment.
Shipping and Delivery
Q. What are the shipping costs?
A. Please check here for more details.
Q. How long will it take to get my order?
Upon receiving your payment, we typically dispatch your order within 48 hours. You'll be promptly notified via email once your order is on its way. For your convenience, you can also track your order status on our website anytime you wish.
Q.What if my order hasn't arrived after 14 postal days?
A. All updates provided by postal services are promptly reflected in our online tracking service.
In the event that your order hasn't been delivered within the anticipated time frame, we recommend contacting your local postal services using the provided postal reference number from your shipping status email.
Should you encounter difficulty locating your order, please don't hesitate to get in touch with us. We'll be more than happy to assist on your behalf. When reaching out, kindly include your order number in all communication for swift assistance.
Feel free to reach out if you have any more questions or concerns.
Q. How will I know when my order has been shipped?
A. Once you've successfully placed your order, an automatic email confirmation containing your exclusive order number will be dispatched to you.
To ensure seamless communication, kindly add our email address, orders@cosmostore.org, to your contacts or disable any spam filters that may hinder the receipt of our emails.
Furthermore, you can conveniently track your order status and postal reference number on our website.
Rest assured, you will receive another email notification when your order is shipped. This email will provide you with the shipment date and reference number for your package. Orders are typically shipped within 24 hours of order placement.
Feel free to reach out if you have more inquiries or need further assistance.
Q. How can I track my order?
A. The order tracking information is contained in your personal cabinet or the order tracking page
Q. Do you ship to my country?
A. Yes. We ship to anywhere on the planet that receives regular postal services.
(Please note that we're currently unable to ship to addresses in France, Italy, Monaco, Turkey and Germany.)
Q. Do you ship to PO Boxes/APO/FPO Addresses?
A. Yes, we ship to valid PO Box and military addresses. However, we only ship by non registered post to such addresses as this is the only method that does not require a signature on receipt. Please note if you choose this option, which we don't recommend, you are accepting liability for non delivery for whatever reason. Non registered post cannot be tracked.
Q. Will there be any taxes/customs duties?
A. It depends on the destination.
We ship to over 200 countries worldwide.
Unfortunately, we do not reimburse the cost of taxes.
Q. Why is there a surcharge for fragrance-only orders?
This is because they are classified as 'dangerous goods' by International Air Regulations and require special handling. The surcharge is 10% of the 'Item Total' on fragrance-only orders, with maximum charge of no more than 15$US.
To waive this surcharge, add any non-fragrance item to your order.
Click here to see the fragrance surcharge for all countries
Making Payment
Q. I don't have a credit card. How else can I pay? Cash On Delivery?
A. Money order and bank draft payment is available by special arrangement. Please contact us here for details.
Q. How can I pay through PayPal?
A. Unfortunately, PayPal payment is temporarily unavailable.
Returns
Q. What happens if I'm not happy with the product I receive?
A. Any problems with items you receive must be reported to us within 30 days of receipt. We guarantee money back refund without question if you are dissatisfied in any way. Items must be returned in the original condition in which they were received.
Our site is aimed at customers who have already purchased and experienced the product, either its use in the case of skincare, or smell in terms of perfume, or color in terms of make up. If you have ordered the wrong product, then you can still return for a full refund but please note that the items must be unopened and unused.
If there is any defect in the product on receipt then it may be returned to us for a refund at that time.
Please contact our orders department at order@cosmostore.org before returning anything so we can inform you where to send and how to arrange the refund.
Returned items will be refunded using the same method used to make payment for the order. Return postage will be reimbursed in case of damaged, defective or incorrectly sent items and will be credited using the same method used to pay for the order, or through store credit in special circumstances.
Important note on returning fragrances and home scents:
Please check your fragrance or home scent orders carefully, as fragrances and home scents can NOT be returned under any circumstances due to international aviation restrictions.
My Account and My Reviews
General
Q. Why should I create an account?
Register and create an account to enjoy the following personalized services:
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Quick access to order status, delivery tracking and order history
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Add multiple addresses for easier checkout options
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Save your profile for customized offers & services
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Easy re-ordering of previous orders or products
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View your loyalty bonus level
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Add ratings & reviews to products
Q. I'm an existing customer, do I need to register?
The first order of the account is created automatically and you will receive an email with a password to re-enter your personal cabinet. If you have forgotten your password, use the page - Password recovery
Q. Help! I forgot my password. What do I do?
To reset your password, click the 'Forgot your password?' link on the Sign In page. Follow the instructions to submit your email address. We will send an email to your registered email address to reset your password. Once submitted, you will be able to sign in again with your new password.
Q. My email address changed. How do I keep my loyalty discount?
Register with your new email address and contact our Customer Service Team to update your account. Once our team has received both your old and new email addresses, your orders from both accounts will be merged instantly. Please note your loyalty bonus level may take up to 12 hours to update.
Q. How do I sign out?
In the top right corner of our website header, hover over your name and click the 'SIGN OUT' button.
Q. Will my information be secure?
Our website fully encrypts your personal data (name, address, credit card number) with a Secure Socket Layer (SSL) which prevents it from being read by anyone over the Internet. For more information about our website security systems, visit our Privacy & Security page.
CosmoStore.org takes extra measures to safeguard your personal information however for optimum safety, please ensure you sign out of your account after every session.
Profile
Q. Why do you need my profile information?
Information from your profile is used to complete the checkout forms such as your name and mobile phone number. Details such as your gender and birthday are used to send customized information and offers that are as relevant as possible.
You may need to re-enter your password when changing some information such as your mobile phone number and password for added security.
Email Subscriptions
Q. How do I change my email notification preferences?
After logging into your account, visit your 'Email Preferences' page. From here you can edit which notifications you would like to receive. If you wish not to receive promotional emails, click the 'Unsubscribe' link at the bottom of each email we send you.
Please note: as we often prepare email promotions up to 1 week in advance, you may still receive a few more emails from us, but these will eventually stop.
Order Status, Tracking and History
Q. How do I track my order?
Your account gives you easy access to all order numbers and tracking information.
After logging in to your account, go to your 'Order History'. From here you can choose to view either your most recent orders or use the drop down menu to display older orders. In the 'Details' column, click the link 'View Details'. Then on your 'Order Details' page, click the link 'Track this Order'.
Q. Why is my order pending?
Your order might be pending delivery for a number of reasons including pending payment, payment has been rejected or some products in your order are out of stock. We will send you an email shortly after your order has been processed to confirm the issue.
For questions about your order please contact our Customer Service team at order@cosmostore.org.
Q. How do I re-order an order or product?
You may re-order select products or entire orders from your 'Order History' page. Re-order an entire order by clicking the 'Re-order' button on the 'Order History' or 'Order Details' page. Re-order select products on the 'Order Details' page using the 'Buy Again' button.
Discounts & Promotions
How do I get a promotion code?
Subscribe to our emails and social media channels to unlock exclusive discounts and nab some fabulous free gifts from your favourite beauty brands!
Contacting Us
Q. Why aren't I receiving answers to my emails?
A. Please note that we endeavour to answer all English e-mails within one hour. If you have not received any reply within 24 hours, please check the points below before sending a follow-up message:
- Your message may not have been received by CosmoStore. If you receive any messages to your mail-box with the subject "Returned mail" or "Non-delivered mail", your message has not been received by the recipient.
- You may have used the wrong e-mail address. Please check our e-mail addresses on the Contact Us page and try again.
- Your e-mail settings may be preventing you from sending e-mails overseas. Some e-mail providers prevent some e-mails being sent abroad. Please check with your e-mail provider for further details.
- You may not be able to receive e-mails sent by CosmoStore.
- The messages may be filtered out by your anti-spam software since you haven't added the CosmoStore email address into your address book. Please add our e-mail addresses to your address book or contact list.
- If you use your company's official e-mail server, there may be restrictions on receiving non-registered e-mails. Please check with your system administrator to remove the restriction.
AOL users in particular should ensure their accounts are enabled to receive e-mails from us.
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