Frequently Asked Questions
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Return & Refunds:
Return:
1. What is your return policy?
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You have 30 days to return an item if you are not satisfied with your order. Please note that the item must be new and unused, with all the original accessories, free gifts, packaging and manufacturing seals intact to be eligible for a full refund.
2. Do you offer a warranty service?
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The COSBEAUTY product is warranted for a period of 1 year from the date you receive it.
3. Can I cancel or change my order?
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Please email support@cos-beauty.com as soon as possible if you wish to change or cancel your order. We will do our best to honour your request. Unfortunately, we are not able to deal with your request if it has already been shipped.
4. How can I return an item?
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You can return the package to us within 14 days If you would like to return your order for any reason. If you would like to return your order, please email support@cos-beauty.com.
Refunds:
1. How long will it take to get my refund?
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Your refund should be returned to your account within 2-5 business days and we'll send you an email to let you know it's on the way.
Payments & Promotions:
Promotions:
1. How do I enter my promo/coupon code?
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Enter the code before you check out. Once a product is added to your cart, select 'CHECKOUT' to begin processing your order. Then enter the code provided into the box and select 'Apply'.
2. Why is my promo/coupon code not working?
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If your promo code won't apply, check whether the following applies to you:
-The code has been entered incorrectly. Whoops! The codes are case sensitive so enter it exactly as it is written and try again. Please check it is not surrounded by spaces and is copied exactly, including any symbols.
-The items aren't eligible. Check the terms and conditions of the code, and make sure the items in your shopping cart aren’t excluded items.
-The code has expired. Check the expiry date of the code, as some of them run for a limited time or expire after a set period.
If you have checked all of the above and are still having issues with the code, we'll need to see a screenshot of your shopping cart that shows the promo code and all items in your cart. Please contact us to report the website issue, and attach the screenshot to your inquiry.
Payments:
1. Which payment methods do you accept?
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Enter the code before you check out. Once a product is added to your cart, select 'CHECKOUT' to begin processing your order. Then enter the code provided into the box and select 'Apply'.
2. Why is my promo/coupon code not working?
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If your promo code won't apply, check whether the following applies to you:
-The code has been entered incorrectly. Whoops! The codes are case sensitive so enter it exactly as it is written and try again. Please check it is not surrounded by spaces and is copied exactly, including any symbols.
-The items aren't eligible. Check the terms and conditions of the code, and make sure the items in your shopping cart aren’t excluded items.
-The code has expired. Check the expiry date of the code, as some of them run for a limited time or expire after a set period.
If you have checked all of the above and are still having issues with the code, we'll need to see a screenshot of your shopping cart that shows the promo code and all items in your cart. Please contact us to report the website issue, and attach the screenshot to your inquiry.
Order Queries
1. What to do when I received the wrong item?
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We sincerely apologize for the inconvenience caused. Please contact us as soon as your order is received.
2. What to do when an item is missing from my order?
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We pick and pack all orders with care however, as each package is prepared manually, errors can occasionally occur. We sincerely apologize for the inconvenience caused, please be assured we will do everything we can to have this resolved promptly for you. Please contact us with your order number as soon as the package is received so we can investigate.
3. What to do when I received a damaged item?
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In the unlikely event that your order arrives damaged, we will do everything we can to ensure this is resolved. Please contact us as soon as your order is received.
4. Do I need an account to place an order?
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An account is not needed to place an order. However, your email address or mobile number will be needed to place an order to keep you informed of the status of your order.
Shipping Information
Tracking:
1. What options can I choose for delivery?
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We have a standard delivery or an express delivery option. The cost and estimated delivery time are listed for each when you proceed to checkout.
2. How can I track my order?
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We will provide you with tracking information when you receive your email confirmation.
3. How long will it take to deliver my order?
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Please be aware that we aim to ship items within 72 hours of receiving payment. Orders are shipped and delivered Monday to Friday. Orders placed over a holiday or during the weekend will be processed on the next business day. Packages should arrive within 2-5 business days.
Delivery Problem:
1. What happens if I am not home to sign for my package?
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Don't worry. Most will take the package back to their depot for re-delivery the next working day. If re-delivery is not successful, the package may be taken to a local pick up point or returned to us. If it is returned to us we will contact you to ask how you wish to proceed.
2. What to do when my package is delayed?
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Please keep an eye on the tracking information from the courier, they will post updates as your package progresses through its journey.
3. What to do when my package is missing?
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In the unfortunate event that your order goes missing in transit, please contact us ASAP.