|Registered Airmail||Expedited Shipping|
|Shipping fee*||order over GBP39||Free||order over GBP39||please refer here|
|order below GBP39||GBP10||order below GBP39|
|Processing Time||2 - 3 business days||2 - 3 business days|
|Delivery Time||10 - 14 business days||3 - 5 business days|
|Deliverable countries||United Kingdom||United Kingdom|
* We regret that we do not ship to PO Boxes, APO, FPO, BFPO or any military addresses. We are not responsible for lost or stolen packages.
|Basic shipping fee for order over GBP39||0|
|Basic shipping fee for order below GBP39||GBP10|
Add-on shipping fee for Expedited Shipping:
|Shipping Cost (per 2kg)||GBP20|
Deliverable countries: United Kingdom
Due to shipping restrictions, orders that are over 2kg will be split into 2 packages, but will arrive together (E.g. A 3kg order will be split into 2 boxes that weigh 2kg and 1kg each.)
In the case where orders are returned due to incorrect address provided, package was refused by the recipient (i.e tax issue), or have failed delivery attempts, we will contact the customer to clarify delivery information or reasons for refusal. Depending on the situation, we may issue a refund or reship.
|In case of reship||Registered Airmail and Expedited Shipping: we will resend the products charging 15% of the product price/total order amount as shipping charge.
Local Express Delivery: we will resend the products charging HKD25 per order as shipping charge.
|In case of refund||A 25% restocking plus shipping fee of the total product price will be charged on returns of undeliverable or unclaimed orders and it would be deducted before issuing the refund. We are sorry that refund would not be possible if the parcel is not returned to us by the customs department.|
A tracking number is provided for each order in the dispatch notification e-mail as well as in the order history under My Account. You can track your order on courier's website or your local post office using the tracking number.
In the unlikely chance that you do not receive your order within two weeks after the expected delivery date (which is listed in the order dispatch notification), it may be because the postman has forgotten to leave a note to inform you to collect the undelivered parcel at the post office. Thus, please first double check with your local post office with your tracking number. If there is still no sign of the shipment, you are welcome to inform us through the Contact Us page with your order number and tracking number. We will check with Hong Kong Post and reply to you within 30 days from the date of your enquiry. In case of confirmed lost shipment, we will refund the total product price to your original payment account.
We are not responsible for reship or refunds if the courier’s official website states that the parcel has been delivered. COSME-DE.COM reserves the right of final decisions to all terms and conditions.
In case of a confirmed lost shipment, we will refund the total product price to your original payment account.
Important notice: Please send your shipment enquiry within 60 days of the purchase order placed. We will attempt to follow-up with any requests received after that time frame, but in most cases, the courier will not be able to provide information for follow-up. In such circumstances, no refunds or reshipment will be arranged.
The "total" amount displayed at checkout is not inclusive of any tax and duty. Some geographic location may require receiver to pay extra for clearance and/or duty. We regret that we have no control over customs regulation. For further details, please contact your local customs authority.
If any return is caused, please refer to details listed in "Undeliverable package" in the help section. We are sorry that refund would not be possible if the parcel is not returned to us by the customs department.
The recipient may be required to pay an additional charge for customs clearance and/or duty (if applicable) at the destination country. All these additional charges must be borne by the recipient.
We regret that we have no control over these charges and cannot predict what they may be. For further details, please contact your local customs authority. If any return is caused, please refer to details listed in "Undeliverable package" in the help section. We are sorry that refund would not be possible if the parcel is not returned to us by the customs department.
VAT Reimbursement* - Special arrangement
In case you were asked by your local customs authority to pay for VAT or Tax, please let us know and we will gladly reimburse you for the VAT/Tax paid. We hope this special arrangement can provide you with a better shopping experience. Please note this arrangement is on good-will basis and will not be treated as refund request. For information on our refund policy, please click here.
* Please note this special arrangement is not available for orders shipped to China, Australia, Japan, Singapore and Brazil.
Procedure to request reimbursement for customs or VAT charges
Please prepare the following information:
i. Order number
ii. Amount paid
iii. Date customs duty was paid
iv. Copy of customs receipt
Please note that we cannot accept application if the purchase was dispatched over 2 months.