|Registered Airmail||Expedited Shipping|
|Shipping fee*/**||order over HKD 699 AND BELOW 1.8 KG***||Free||Not Applicable|
|order below HKD 699 AND BELOW 1.8 KG***||HKD 70|
|Processing Time||3 - 4 business days|
|Delivery Time||7 - 14 business days|
|Deliverable countries||China ****|
* 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.
***Weight of each order must be below 1.8kg due to restriction of courier.
***If you received SMS from custom or courier for the declaration, please do not contact customs and courier by yourself. Please contact us for the required information. If the declaration information does not match, the parcel could be held or return by custom. We will not be responsible for any fines or taxes that may be generated by self-declaration.
***Regards to the tax issue, due to strict inspection by the Customs, Heavy taxes were generated by the Customs or parcels were returned to the sender directly. Courier mentioned that even if we paid with tax, the parcel will have chance to be returned by the customs. If your parcel is unfortunately taxed/returned, please contact us to process the refund as soon as possible.
**** Due to the spread of new Coronavirus, the parcel delivery time to Hubei province will be extended. Sorry for all the inconvenience caused.
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.
|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 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 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.