Cosmoss Terms and Conditions
LAST UDPATED: 15.11.2022
1. ABOUT THESE TERMS
1.1 Welcome to the COSMOSS terms and conditions. These apply when you use our web platform at www.cosmossbykatemoss.com (the “COSMOSS Store”) to purchase our products from us.
1.2 These terms may have changed since you last reviewed them.
2. INFORMATION ABOUT US AND OUR PRODUCTS
2.1 The COSMOSS Store is operated by Cosmoss Group Limited. We are registered in England and Wales with company number 13468330 and we have our registered offices at is 2nd Floor, National House, 60-66 Wardour Street, London, United Kingdom, W1F 0TA. Our VAT numbers are GB383517186, PL5263593402 (EU VAT).
2.2 You can find everything you need to know about us and our products on our website or by contacting us at [email protected] before you order. We also confirm the key information to you by email after you order.
3. HOW TO PLACE ORDERS
3.1 You can only place an order if you are at least 18 years old. You may not place orders if you are acting in the capacity of a business.
3.2 We only accept orders once we have checked them. Orders are subject to acceptance and availability. Products in your cart are not reserved.
3.3 In order to place an order, you should add the products you wish to purchase to your cart and continue the ordering process by selecting the appropriate option to check out your cart.
3.4 Until you have pressed the ‘Pay Now’ button, you can make changes to your cart and your shipping and contact details. Once you have pressed the ‘Pay Now’ button you have agreed pay the price of the products and the cost of their delivery, as shown to you in the checkout process.
3.5 You will receive an initial acknowledgement email to confirm we've received your order and we will then contact you again when we confirm we have accepted your order. Until we confirm we have accepted your order, it will not be confirmed.
3.6 If for any reason we are unable to fulfil your order, we will let you know as soon as we can. If you have already paid for your order, we will refund the applicable amount using the same method used to make the payment.
4.1 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).
4.2 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
4.3 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.
4.4 We offer free shipping for orders starting from 200 EUR or 200 GBP.
4.5 Please note that we do not ship our products to PO boxes in the USA, Freight Forwarding Addresses and BFPO.
4.6 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.
4.7 All orders sent outside the UK or the EU, and to 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 won’t 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.
4.8 We will not be responsible for delays that result from remote delivery locations or weather conditions.
4.9 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.
4.10 When your order is shipped you will receive an email with confirmation, including a tracking number.
4.11 If you wish to check on the status of your order, please do not hesitate to contact us at [email protected].
5. WHEN WE REJECT ORDERS
5.1 Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas as stated on our website, because your payment method is not authorised, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
5.2 The inclusion of any products on COSMOSS at a particular time does not necessarily mean these products will be available at any time. We reserve the right to discontinue any product at any time.
6. CHARGING YOU FOR ORDERS
6.1 We charge you when you place your order. We accept payments by Shop Pay, Apple Pay, Google Pay, Visa, MasterCard, Maestro, American Express, Discover and Diners Club.The specific payment method may not be supported for a given region.
6.2 Payments are processed by the following payment providers (depending on a region): Shopify Payments and PayPro SA (Przelewy24)
6.3 You will own your product once we have received payment in full.
7. INCREASES IN VAT
7.1 If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
8. WE'RE NOT RESPONSIBLE FOR DELAYS OUTSIDE OUR CONTROL
8.1 If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay.
9. PRODUCTS CAN VARY SLIGHTLY FROM THEIR PICTURES
9.1 A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.
10. YOUR DETAILS AND INFORMATION YOU GIVE US
10.1 We may charge you additional sums if you don't give us information we've asked for about how we can make delivery or we can’t deliver due to something you’ve done or not done. For example, we might need to reschedule delivery using another vehicle.
11. RETURNS AND YOUR RIGHT TO CHANGE YOUR MIND
11.1 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.
11.2 This does not affect your legal rights if there is something wrong with your product (for more on those rights see Section 13 (If there is something wrong with your product) below).
11.3 You can't change your mind about an order for:
(a) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; or
(b) goods which will deteriorate or expire rapidly.
11.4 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.
11.5 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.
11.6 Returning a product. 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.
11.7 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].
11.8 When and how we refund you. 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.
11.9 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.
12. ENDING ONGOING CONTRACTS
12.1 We tell you when and how you can end an on-going contract with us (for example, for a subscription to goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Care team at [email protected].
13. IF THERE IS SOMETHING WRONG WITH YOUR PRODUCT
13.1 If you think there is something wrong with your product, you should contact our Customer Care team at [email protected] within 48 hours of receiving the item and you should include your name, order number, proof of purchase, a description of the issue, and photos of the item.
13.2 We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.
13.3 Please also see Section 19 (Resolving disputes) below about your various options for resolving a dispute with us.
Summary of your key legal rights
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
(a) Up to 30 days: if your goods are faulty, then you can get a refund.
(b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
(c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
13.4 Please note that we can’t guarantee that all products are suitable for all individuals and it is your responsibility to check that the products are appropriate for you.
14. CHANGES TO PRODUCTS AND THESE TERMS
14.1 Changes we can always make. We can always change a product:
(a) to reflect changes in relevant laws and regulatory requirements such as updating our packaging or formulas to ensure it is compliant; and(b) to make minor technical adjustments and improvements. These are changes that don't affect your use of the product.
14.2 We will only make other changes if we give you notice and an option to terminate. If we have to this we'll notify you and you can then contact our Customer Care team at [email protected] to end the contract before the change takes effect and receive a refund for any products you've paid for, but not received.
15. SUSPENDING SUPPLY OF PRODUCTS
15.1 We can suspend the supply of a product. We do this to:
(a) deal with technical problems or make minor technical changes;
(b) update the product to reflect changes in relevant laws and regulatory requirements; or
(c) make changes to the product (see Section 14 (Changes to products and these terms)).
15.2 If we suspend supply, we’ll let you know and we may allow you to terminate. We will contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency.
15.3 We will not charge you for any suspended products. If we suspend supply or tell you we’re going to suspend supply and you want to cancel your order or a subscription to that product, you can contact our Customer Care team at [email protected] to end the contract and we'll refund any sums you've paid in advance for products you won't receive.
16. WE CAN END OUR CONTRACT WITH YOU
16.1 We can end our contract with you for a product and claim any compensation due to us if:
(a) you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide or deliver the product;
(b) you don't, within a reasonable time, allow us to deliver the product to you.
17. WE DON'T COMPENSATE YOU FOR ALL LOSSES CAUSED BY US OR OUR PRODUCTS
17.1 We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
(a) Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
(b) Caused by a delaying event outside our control. As long as we have taken the steps set out in Section 8 (We’re not responsible for delays outside our control) above.
(c) Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
(d) A business loss, which means it relates to your use of a product for the purposes of your trade, business, craft or profession.
18. OUR PRIVACY NOTICE AND COOKIES
19. RESOLVING DISPUTES WITH US
19.1 Our complaints policy. You can contact our Customer Care team by emailing [email protected] and they will do their best to resolve any problems you have with us or our products within 14 days following receipt of your complaint.
19.2 You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
20. OTHER IMPORTANT TERMS APPLY TO OUR CONTRACT
20.1 We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract. If you're unhappy with the transfer you can contact our Customer Care team at [email protected] to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for products not provided.
20.2 You can only transfer your contract with us to someone else if we agree to this. However, you can transfer our guarantee to a new owner of the product. We can require the new owner to prove you transferred the product to them, for example by written confirmation of both you and the new owner.
20.3 Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
20.4 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
20.5 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.