Shipping & Returns
We deliver within the European Union (EU), the United Kingdom, the USA, Australia and New Zealand, subject to any restrictions which we and our delivery partners implement from time to time (for example due to adverse weather conditions).
Orders are packed and shipped by one of our two cooperating fulfillment centers. Depending on the destination of the order it may be:
Wonderpack, 25 Victoria Gardens, West Sussex, Burgess Hill, RH15 9NB, United Kingdom or
Omnipack, Szczecińska 49, 66-400 Gorzów Wielkopolski, Poland
The delivery charge may differ depending on the country you are ordering to. The cost for each delivery method is clearly indicated during the check-out process.
We offer free shipping for orders starting from 200 EUR or 200 GBP.
Please note that we do not ship our products to PO boxes in the USA, Freight Forwarding Addresses and BFPO.
Orders sent within the UK and the EU, with exceptions of Cyprus and Malta, are shipped on a ‘delivered duty paid’ basis, meaning product prices displayed are inclusive of all taxes and duties.
All orders sent outside the UK or the EU, also including Cyprus and Malta, are shipped on a ‘delivered duty unpaid’ basis, meaning you are responsible for any local import duties, taxes, or other fees that may be due on the purchase. For orders sent outside the UK or the EU, product prices displayed are exclusive of all duties, taxes and other fees and we will not be responsible for paying these if they are due on your order. In the case of Cyprus and Malta VAT is included in the listed price.
We will not be responsible for delays as a result of remote delivery locations or weather conditions.
If you place a single order for multiple pieces with different delivery timeframes, your order will be sent when the entire order is ready for shipment.
When your order is shipped you will receive an email with confirmation, including a tracking number.
If you wish to check on the status of your order, please do not hesitate to contact us at [email protected].
We hope that you will love our products and appreciate the care we have put into our formulas. We understand that sometimes things do not work out and we want you to be satisfied.
You have a legal right to change your mind about your purchase. You can receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out in this section. This does not affect your legal rights if there is something wrong with your product.
You can't change your mind about an order for: products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; or goods which will deteriorate or expire rapidly.
The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If your order is split into several deliveries over different days, the period runs from the day after the last delivery.
Let us know if you want to change your mind. Please contact our Customer Care team at [email protected]. Once you contact us we will provide you with our returns form and inform you which of the addresses specified in the “Shipping” section you should use to send the return to.
You have to return your product (and any free gifts or promotional items provided with it) to us within 14 days of telling us you have changed your mind. Once you have contacted us we will provide you with return instructions so that you can send your order back to us. You are responsible for the cost of return shipping. You should send the product back to us using an established delivery service and you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time, we won't refund you the price.
We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we will reduce your refund to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", such as for removed price tags, damaged packaging, unsealing or opening, or any missing contents. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Care team can advise you on whether we're likely to reduce your refund at [email protected].
We refund you within 14 days of receiving the returned products. We refund you by the method you used for payment. We don't charge a fee for issuing the refund.
We only refund products purchased online on the COSMOSS Store. If you purchased from another outlet or retailer, please contact that outlet or retailer for returns or refunds.