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Need Help > Returns & Refunds > Frequently Asked Questions
Frequently Asked Questions
  1. Can I return an item?
    Yes. At COSME-DE.COM, we aim at providing the best service and quality products to our customers. That is why we have a 100% 30-day money back guarantee behind every purchase. If, for any reasons, you purchase any of our products that is not pleasing to you, you may return them for a full 100% money back guarantee.

    You may return the products within 30 days of your purchase (counting from the dispatch date on the order dispatch notification email). Please contact COSME-DE.COM for the return order number and procedures before sending. We respectfully request that you include the delivery note with the return for our record.

    All products need to remain unopened in order to be eligible as return, COSME-DE.COM reserves the rights to refuse any items as return under the following conditions:
    • any opened or broken products
    • any promotion and best value items
    • Products listed as non-refundable/exchangeable
    • after 30 days from the shipping date

    The refund will only be credited to the account used for the original purchase, and we will not bear the cost of the return shipping.



  2. Can I exchange an item?
    Currently, we do not offer exchange of items. Alternatively, you can return the purchased item and place a new order. Please contact COSME-DE.COM for the return order number and procedures before sending. Please note that we will not bear the return shipping cost.



  3. What do I do if the item is damaged when I receive it?
    For the leaked or damaged product issue, please keep the delivery box and all packing materials, and provide us with the following information, we will follow up as soon as possible.

    1. Pictures of exterior parcel box used to deliver the products to you. (To see if the outer box is damaged)


    2. Pictures of the inner box (To see if the bubble wrap and/or inflatable packaging protected the product properly)


    3. Pictures of leaked or damaged product
    4. QR Code label on product


  4. What do I do if there is product quality issue ?
    For the product quality issue, please notify us within 14 days after receiving the order. Please do not discard the packaging before checking the product. Please keep the packaging and provide us with the following information. We will follow up as soon as possible.

    1. Pictures of product
    2. QR Code label on product
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2018.03.27Easter and Ching Ming Festival Holiday Notice
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