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Customer Service

Customer Log-in

How to log-in:
Simply create a user name and password when you are shopping on Kosmea. The next time you shop with us, enter in your user name and password so that you don’t have to fill out your address details again. Easy! If you would like to log in now, click here

Change or update your personal information:
It is important that you notify us if your personal details change so we can ensure accurate processing and delivery of your order. You can change or update your personal information at anytime. If you would like to update your personal profile click here

Shopping with Kosmea online

Your beauty bag:
When you are shopping on Kosmea and an item/s is added to your beauty bag, it saves and holds the products you wish to purchase while you are still shopping. Your beauty bag also lets you:

Remove an item from your beauty bag:
To remove an item from your beauty bag sinply click on the "remove" button and it will automatically update your order.

Update your quantity:
To update the quantity of products you would like to order, type your new quantity in the "quantity" box and then click on "update". Your order will then automatically be updated with the new order quantity.

Proceed to checkout:
Once you have finished shopping, proceed to checkout and follow the prompts through our secure payment gateway.

Secure on-line shopping

Payment options:
Kosmea accepts payment for goods by credit card only. The credit cards we accept include:
 VISA
 Mastercard

My order FAQ’s

Postage and Handling Costs:

Australia

Standard delivery within Australia = $10.00
Express delivery within Australia = $15.00

International orders (prices quoted in local currencies):
Orders shipped to New Zealand = $20.00 NZD
Orders shipped to Europe (excl. UK) = €10.00 - €20.00 EU (depending on the European destination order is being shipped to)
Orders shipped to UK = £10.00 GBP
Orders shipped to United Arab Emirates = $25.00 USD
Orders shipped to USA, Canada, Asia and the rest of the world = $20.00 USD

Freight Offers for a limited period (to selected regions only, see Shipping Rules and Taxes below):
Spend $100.00 or more and freight charges will be excluded plus you will receive a complimentary Radiant Hand and Body Lotion 125mL!

Spend $150.00 or more and once again, freight charges will be excluded plus you will receive a complimentary Radiant Hand and Body Lotion 225mL and a Kosmea cosmetic bag!

Please note: these 2 offers are only available for purchases made on kosmea.com once you have registered or signed in to shop.

Delivery times:
Australia
Standard delivery - you will receive your Kosmea delivery within 5-10 working days from the placement of your order.
Express delivery is also available within Australia only and you will receive your order within 1-4 working days from the date you placed it.

Overseas
International orders are dependent on the requested shipping destination. You will receive your order in approximately 10-14 working days from the day you placed it.

We ask that for all orders no PO Box addresses are entered for the delivery address.

Where is my order?
If you would like to check the status of your order please email us at orders@kosmea.com.au quoting your order number and one of our friendly staff will be happy to help you with your query.

Cancelling or changing your order:
Kosmea will endeavour to organise the dispatch of your order as soon as we receive it.

If you have changed your mind about the order you made and would like to cancel or change it, please email orders@kosmea.com.au, quoting your order number as soon as possible. If your order has already entered the dispatch process, it cannot be changed or cancelled.

Incorrect orders:
If you have received your order from Kosmea and it is incorrect please email orders@kosmea.com.au with your order number so that we can arrange to have your correct products sent to you and incorrect products sent back to Kosmea.

At Kosmea, we will replace any incorrect product with your chosen product within 7-10 working days upon receipt of the incorrect products you received. This must be accompanied with a proof of purchase and the products must be returned in a new, unused and resaleable condition.

Please note: We ask our customers to advise us as soon as possible if your order has been delivered late, damaged or incorrect.

Shipping Rules and Taxes

Shipping Rules and Restrictions:

Kosmea will post all orders to all states and regions throughout Australia. International orders are only shipped to the countries listed below.

AUSTRIA

BELGIUM

BULGARIA

CANADA

CHINA

CROATIA

CYPRUS

CZECH REPUBLIC

DENMARK

ESTONIA

FINLAND

FRANCE

GERMANY

GREECE

HONG KONG

HUNGARY

INDONESIA

IRELAND

ITALY

JAPAN

LATVIA

LITHUANIA

LUXEMBOURG

MALAYSIA

MALTA

NETHERLANDS

NEW ZEALAND

POLAND

PORTUGAL

ROMANIA

SINGAPORE

SLOVAKIA

SLOVENIA

SOUTH KOREA

SPAIN

SWEDEN

TAIWAN

UAE

USA

VIETNAM

Freight Offers:

Freight offers are only applicable to the regions listed above excluding China and Indonesia, and apply to standard freight only. Kosmea reserves the right to end or change this promotional offer at any time.

Local Duties, Taxes and Related Fees:

Shipping and freight charges do not include any applicable international custom duties or import taxes which may arise upon product entering your country. All international custom duties, taxes and related charges must therefore be borne by the purchaser.

Goods and Services Tax:
Kosmea is based in Australia and we are required by law to charge Goods and Services Tax on all orders shipped to customers in Australia.

Returns and Exchanges

At Kosmea we take great pride in providing the highest quality product to all our customers and are committed to ensuring that we deliver excellence in customer service. We want you to be happy with your Kosmea purchase and welcome feedback on the level of service we are providing.

Please note that we will only refund or exchange products purchased from www.kosmea.com. If you have purchased Kosmea from another online retailer or from a retail outlet you will need to return the product from where it was purchased.

If you have any questions regarding returns or exchanges please contact us by emailing orders@kosmea.com.au or by calling 1300 130 320. Please help us by having your order number ready to quote. We will endeavour to replace or refund goods within 7-10 working days.

Refund and Exchange policy:
Kosmea Australia will fully refund or replace any goods purchased if they are found to be faulty, damaged or have caused a skin reaction, within 30 days from the dispatch of your order. Total value of the refund will equal the total cost of the goods purchased excluding freight and any other relevant fees . A refund will be made in the same form that you originally paid for your order as soon as possible upon receipt of the products you have returned.

Damaged and Faulty Goods:
Kosmea will refund or replace faulty or damaged products within 30 days from the dispatch of your order. A refund will be made in the same form that you originally paid for your order as soon as possible upon receipt of the damaged/faulty products you have returned.

Returning products purchased on promotion or as part of a gift pack:
If the products being returned were purchased at a promotional or offer price, the credit refund will be no more than the price paid for the products at the time of purchase. All goods must be returned in a new and unused condition within 30 days from the dispatch of your order. No refunds or replacements will be given if the carton has been opened and the product has been used. In the case of gift packs, the entire pack must be returned and individual products will not be refunded.

Please note that all claims honoured will be at the discretion of Kosmea and Kosmea reserves the right to refuse to refund or replace any customer claims when returns are excessive and it appears the policy is being manipulated and/or abused.

Review of Terms

These terms and conditions are subject to change from time to time without notice. Each order or transaction will be governed by the terms and conditions in force upon the date of that transaction.

		AUSTRALIA
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