FAQ
Hundreds of customer enquiries are received by us every day, so in order to provide easier access to information by our customers we have listed below some of the more common questions we receive. Of course, our Customer Services Department is always ready to help and can be reached at any time via e-mail.
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. Definitely, 100%. We never sell anything other than genuine brand items on our website.
Our products are sourced from around the world, so a small number of the products sold on our website may look slightly different from what you have at home, but the products are still 100% genuine and produced by the original manufacturer for that particular brand. For example, a product sold in the US may differ in appearance from the same product sold in France or Japan, but the product is still genuine.
Freshness is also 100% guaranteed as we keep all our stock in a temperature controlled environment prior to shipping and subject to regular quality control checks.
All of which can testify to the quality of the products received by our customers.
Q. Do you provide samples?
We provide free samples when they are available, but we can't guarantee they will be included with all orders.
Q. Would you be able to find something not listed on your website?
A. Quite possibly. We have an extensive global supplier network which ensures our product range is the largest anywhere on the internet so we just might be able to find what you're looking for, even if it's been discontinued in your country. If you have ordered an item before but don't see it listed anymore, it is most likely just sold out. We are normally able to replenish stock within a week so keep checking regularly. Unfortunately we are unable to notify individual customers when stock arrives or when the next shipment is coming in, so please keep checking the website for the latest stock update.
Q. I have x type skin, with y characteristics and z problems. What type of product would suit me best?
A. Our specialty is sourcing all major brands from around the world, offering a great loyalty programme and significant special offers. To be able to do this we operate on a very tight cost budget and do not employ the skin or color specialists, nor the technology to answer this type of question comprehensively. Rather than try and just give you an answer, we would rather be honest and suggest you obtain these answers elsewhere, from the brands or specialist sites, and then use us to repeat purchase at the best price.
Privacy & Security
Q. Are my details secure?
A. Yes! All the information we ask for when you place your order is essential for us to process your order and keep you up to date on the latest offers available from CosmoStore.org. We use the latest SSL encryption (128 bit) technology to ensure all your details are kept secure. We do not sell, rent or otherwise pass on any of your details to other parties. Ever.
Shipping and Delivery
Q. What are the shipping costs?
A. Shipping is FREE on your first order, with no minimum spend.
For subsequent orders, shipping is FREE.
Courier and express shipping rates will be calculated at checkout.
Some products, like fragrances and haircare, require special handling due to their flammable nature and heavy weight. A small charge may be applied when your order contains fragrances or haircare. Read more
Q. How long will it take to get my order?
Once we have received your payment, your order will usually be dispatched within 24 hours and you will receive an email confirmation once it ships. You can also check your order status through our website at any time.
Q.What if my order hasn't arrived after 14 postal days?
A. All information supplied to us by the postal services is automatically updated in our online tracking service.
If your order has not been delivered within the expected delivery time, please contact your local postal services using the postal reference number provided in your shipping status email.
If you are unable to find your order, please contact us and we will gladly follow up on your behalf. Remember to include your order number in all correspondence to ensure prompt service.
Q. How will I know when my order has been shipped?
A. After placing your order, an e-mail confirmation will automatically be sent to you with your unique order number.
Please add our e-mail order@cosmostore.org to your address book, or ensure you have disabled any spam filters you may have so that our e-mails can be received.
You can also check your order status and postal reference number here.
An e-mail will also be sent to you when your order has been shipped which will have the date and reference number for your package. Orders are shipped within 24 hours after the order has been placed.
Q. How can I track my order?
A. If your order was shipped by Express Post then you can track your order through https://www.speedpost.hk/speedpost/sections/mailTracking/mailTracking.jsf.
You can also use your own country's postal service's website if they have an EMS tracking option available online.
For registered airmail, only limited tracking is available and only after a certain period of time from the date of dispatch, normally 10 working days.
Please note no tracking is available for non-registered airmail.
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.
Offline transfer is also available for some countries through the following payment methods:
Boleto
EBANX
Paysbuy
Nordea
Alipay
99bill
Tenpay
BankIn
UnionPay
Paypal China
Cash On Delivery (COD) is available for customers in Japan only:
New Customer---free
2nd order and future orders---US$6
Purchase over US$100---free
Note that COD is not available for fragrances and some home scents that are classed as 'Dangerous Goods'.
Q. How can I pay through PayPal?
A. There are two ways to pay through PayPal. The express way is to select the 'Checkout with PayPal' option in the shopping cart. Remember to enter your email address first. You will be taken to the PayPal site to continue the payment process.
The other way is upon reaching the payment section of the checkout process, select the 'PayPal' payment option and input your registered PayPal e-mail address in the space provided. Once your order has been confirmed and you have received your order number and final total, you will be taken to the PayPal site to complete payment.
We will also send you a follow up email with a link to complete your payment.
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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