We’ve organized our FAQs into sections to make it easier for you to find the answers you need. Explore below to get quick solutions to your questions.
1. Orders and Shipping
How can I track my order? Log in to your account and visit the “Order History” section to view tracking details. You’ll also receive a tracking link via email once your order is shipped.
What are your shipping options and delivery times? We offer standard and express shipping. Delivery times vary by location and are displayed during checkout.
Do you ship internationally? Yes, we ship across the EU, USA, and select other countries. International shipping times and costs depend on the destination.
Can I change my shipping address after placing an order? Address changes can only be made within 1 hour of placing your order. Contact us at [email protected] immediately if you need assistance.
What happens if my order is delayed or lost? If your order is delayed or lost, reach out to us at [email protected], and we’ll resolve the issue promptly.
2. Returns and Refunds
What is your return policy? We accept returns within 30 days of delivery for unused and unopened products. For full details, visit our Returns Policy.
How do I initiate a return? Contact our support team at [email protected] with your order number and reason for return. We’ll provide instructions on how to proceed.
When will I receive my refund? Refunds are processed within 5-7 business days of receiving the returned product.
Can I exchange a product? At this time, we do not offer direct exchanges. You can return the item and place a new order.
3. Payments and Security
What payment methods do you accept? We accept major credit cards, Banklink, and secure online payment methods. We also offer pay later and pay in instalments option for certain markets.
Is your website secure? Yes, we use SSL encryption to protect your personal and payment information.
Can I use multiple payment methods for a single order? At this time, we only accept one payment method per transaction.
4. Product Information
Are your products eco-friendly? Yes, all our products are made with natural and clean ingredients, many of which are COSMOS Natural or COSMOS Organic certified.
Are your products safe for sensitive skin? Our products are formulated to be gentle and safe for all skin types, including sensitive skin.
Do your products comply with safety standards? Yes, our products meet EU and FDA regulations and are produced in ISO 22716:2007 certified facilities.
How can I find the right product for my needs? Use our product quiz or consult the AI assistant on our website for personalized recommendations.
5. Accounts and Support
Do I need an account to place an order? No, you can check out as a guest. However, creating an account allows you to track your orders and manage your preferences easily.
I forgot my password. How can I reset it? Click on “Forgot Password” on the login page and follow the instructions to reset it.
How can I contact customer support? Email us at [email protected] or use the contact form on our Contact Us page.
6. General Inquiries
Do you offer gift cards? No, currently we do not offer digital gift cards. We plan to offer gift cards in the near future.
Can I cancel my order? Orders can be canceled within 1 hour of placement. Contact us immediately at [email protected] for assistance.
How do I stay updated on new products and offers? Subscribe to our newsletter and follow us on social media for the latest updates and exclusive deals.