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Terms and Conditions > Ordering > Frequently Asked Questions
Frequently Asked Questions
  1. How do I check my Order History?
    Under My Account, you can check the orders you placed on COSME-DE.COM within the past 6 months, it contains the order number, order date, shipping status, tracking number, order details and prices, your ship-to and bill-to information.



  2. How do I use a promotion code?
    A promotion code can be obtained from our promotion campaigns. If you have one, enter it in the place provided at the Payment Information page when you are checking out, you will see the promotion applied to your shopping cart. Only one code is allowed per order, and once it's expired, it cannot be used.

    If you experience problems when trying to apply a promotion code on the Payment Information page, it is important to contact COSME-DE.COM before continuing with your checkout. Once the checkout is complete, we will not be able to apply the promotion code to your order for you.



  3. How do I modify items or shipping address after I've placed an order?
    Before you confirm your order, you can view the shipping details and total amount of your order at the Confirm Order page. Once the order is confirmed and order number generated, it will be processed and normally shipped the next business day. If you would like to change the shipping address, cancel or modify your order, you need to contact COSME-DE.COM with your Order Number as soon as possible. For orders which are already packed or shipped, no cancelling or modification will be accepted.

    Please note that orders are processed very quickly during business hours. It may not always be possible to intercept your order before dispatching due to the large volume of orders being processed in our warehouse every day.



  4. Will I receive an Order Confirmation?
    Upon successful completion of your order, we will email you the order confirmation with details of your order, including order number, order date, details of the items and their prices, your ship-to and bill-to information.

    If you do not receive the email or an error occurs on the last step of your checkout, you are advised to check your Order History under My Account before placing the order again to avoid duplication. Should you have questions regarding duplication or your order status, please feel free to contact COSME-DE.COM.



  5. Do I need to pay sales tax and customs duty?
    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.
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2018.09.24Mid-Autumn Festival Holiday Notice
2018.09.07Suspension of Delivery to Hokkaido
2018.09.05Postal Services to Japan subject to delay
2018.06.28The day following Hong Kong Special Administrative Region Establishment Day Holiday Notice
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