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.