- Is it possible to order by telephone?
- Is it possible to pay by cheque?
- Is it possible to pay in instalments?
- Are the payments secure?
- Is it possible to pick my order up from your warehouses?
- How much does shipping cost?
- Do you ship abroad ?
- What delivery methods are available?
- How do i use my promo code?
- I cannot login to my account / i have forgotten my password
- I cannot place an order
- Can i change my order?
- Has my order been processed?
- If i have a problem with my order, what should i do?
- Why are you asking me for supporting documents?
- My e-mail address is refused when creating an account, why?
- How do i create a wishlist?
- How do i create my account on cosmoparis.com?
- I want to change my contact information, how do i do it?
- How to benefit from promotional offers?
- Is my data protected?
- Are your products in stock and available?
- Are your photos contractually binding?
- Will you receive more of a product that is no longer in stock?
- What size should i choose?
- Specific product information
- How to reserve a product in store from the website?
- Why have i not yet received my order?
- My order is recorded as delivered on the transporter site but i have not received it
- My order is recorded as delivered to the collection point
- I would like to add items to my order, is it possible?
- I would like to exchange one or more articles, how can i do that?
- What is the delivery rate?
- How do i track the delivery?
- What happens if i am delivered during my absence?
- Can i be delivered to another address?
- How to make a free return in store?
- I received my order, but it contains one or more damaged items.
- I received my order, but one or more article(s) do not match my order.
- I received a non-compliant product, what should i do?
- There is no return slip in my package, how can i make a return?
- I would like to exchange one or more articles, how can i do that?
- I would like to return one or more items, how do i do this?
- I have not received my refund. can you please give me more information?
- I would like to contact the after sales service by phone.
- I am a supplier, i would like to offer my products
- I am a professional in the field, i would like to offer my services
FAQ
Customer Service
Product information
Shipping department
After-sales service
Purchasing department
Marketing department
Customer Service
Is it possible to order by telephone?
Dear sir/madam,
To ensure optimal security of the transaction, our site only accepts online payments by bank card. You cannot order by phone.
Payments by bank card are entirely managed through the secure site of the payment partner.
This means that none of your banking information passes through our site.
Payment by bank card is perfectly secure. Your order will be registered as soon as the payment is accepted by $bank name. You can check the security system by the placement of a closed padlock at the bottom of the page, a symbol that says you are secure.
You can pay online with confidence.
Cordially,
The Cosmoparis tea
To ensure optimal security of the transaction, our site only accepts online payments by bank card. You cannot order by phone.
Payments by bank card are entirely managed through the secure site of the payment partner.
This means that none of your banking information passes through our site.
Payment by bank card is perfectly secure. Your order will be registered as soon as the payment is accepted by $bank name. You can check the security system by the placement of a closed padlock at the bottom of the page, a symbol that says you are secure.
You can pay online with confidence.
Cordially,
The Cosmoparis tea
Is it possible to pay by cheque?
Dear sir/madam,
To ensure optimal security of the transaction, our site only accepts online payments by bank card. You cannot therefore pay by cheque.
For your information, please be aware that payments by bank card are entirely managed through the secure site of the Banque Européenne Crédit Mutuel (BECM). This means that none of your banking information passes through our site.
Payment by bank card is perfectly secure. Your order will be registered as soon as the payment is accepted by the Banque Européenne Crédit Mutuel (BECM)... You can check the security system by the placement of a closed padlock at the bottom of the page, a symbol that says you are secure.
You can pay online with confidence.
Cordially,
The Cosmoparis team
To ensure optimal security of the transaction, our site only accepts online payments by bank card. You cannot therefore pay by cheque.
For your information, please be aware that payments by bank card are entirely managed through the secure site of the Banque Européenne Crédit Mutuel (BECM). This means that none of your banking information passes through our site.
Payment by bank card is perfectly secure. Your order will be registered as soon as the payment is accepted by the Banque Européenne Crédit Mutuel (BECM)... You can check the security system by the placement of a closed padlock at the bottom of the page, a symbol that says you are secure.
You can pay online with confidence.
Cordially,
The Cosmoparis team
Is it possible to pay in instalments?
Dear sir/madam,
First of all, thank you for your interest in our house.
We do not yet offer options for payment by instalments. You can pay for your purchases securely by bank card or PayPal.
Subscribe to our newsletter if you wish to receive advance information of any change in our payment methods.
Cordially,
The Cosmoparis team
First of all, thank you for your interest in our house.
We do not yet offer options for payment by instalments. You can pay for your purchases securely by bank card or PayPal.
Subscribe to our newsletter if you wish to receive advance information of any change in our payment methods.
Cordially,
The Cosmoparis team
Are the payments secure?
Dear Sir or Madam,
First of all, thank you for your interest in our website.
You can make your purchases on our site in all serenity. All your purchases on cosmoparis.com are protected and secured. Your bank details are encrypted and disappear automatically after payment. By paying with PayPal, your financial information is never shared with the merchant, so you benefit from a protection against fraud.
Sincerely,
The Customer Service
First of all, thank you for your interest in our website.
You can make your purchases on our site in all serenity. All your purchases on cosmoparis.com are protected and secured. Your bank details are encrypted and disappear automatically after payment. By paying with PayPal, your financial information is never shared with the merchant, so you benefit from a protection against fraud.
Sincerely,
The Customer Service
Is it possible to pick my order up from your warehouses?
Dear sir/madam,
first of all, thank you for your interest in our house.
At the moment, for logistical reasons our warehouses do not yet have a collection point for parcels.
Subscribe to our newsletter if you wish to receive advance information of any change in our services.
Cordially,
The Cosmoparis team
first of all, thank you for your interest in our house.
At the moment, for logistical reasons our warehouses do not yet have a collection point for parcels.
Subscribe to our newsletter if you wish to receive advance information of any change in our services.
Cordially,
The Cosmoparis team
How much does shipping cost?
Dear sir/madam,
First of all, thank you for your interest in our house.
The details of the costs per destination and type of carrier can be found on our terms and conditions page.
Our invoicing is as transparent as possible as we charge you according to the weight of your order.
Cordially,
The Cosmoparis team
First of all, thank you for your interest in our house.
The details of the costs per destination and type of carrier can be found on our terms and conditions page.
Our invoicing is as transparent as possible as we charge you according to the weight of your order.
Cordially,
The Cosmoparis team
Do you ship abroad ?
Dear sir/madam,
First of all thank you for your interest in our website.
For more details on the countries we ship to, and our delivery rates, you can refer to our terms and conditions page page on our website.
Subscribe to our Newsletter if you would like to be informed in advance of any changes regarding our delivery scope.
Cordially
The Cosmoparis team
First of all thank you for your interest in our website.
For more details on the countries we ship to, and our delivery rates, you can refer to our terms and conditions page page on our website.
Subscribe to our Newsletter if you would like to be informed in advance of any changes regarding our delivery scope.
Cordially
The Cosmoparis team
What delivery methods are available?
Dear Sir or Madam,
First of all, thank you for your interest in our website.
Delivery by Colissimo at home or in a relay point: your parcel is delivered to you by post within 72 hours.
Free delivery in a Cosmoparis boutique: you can have your order delivered free of charge in one of the Cosmoparis boutiques offering delivery in metropolitan France. The average time of reception of your package is 2 to 5 working days.
You will receive an e-mail informing you of the availability of your package in store. You will then have 30 days to collect your package, with your ID and your invoice, as soon as you receive the email.
In-store delivery can be deactivated during sales and/or promotional operations.
UPS delivery and UPS point relay: this delivery method is only available for deliveries outside of France.
Sincerely,
The Customer Service
First of all, thank you for your interest in our website.
Delivery by Colissimo at home or in a relay point: your parcel is delivered to you by post within 72 hours.
Free delivery in a Cosmoparis boutique: you can have your order delivered free of charge in one of the Cosmoparis boutiques offering delivery in metropolitan France. The average time of reception of your package is 2 to 5 working days.
You will receive an e-mail informing you of the availability of your package in store. You will then have 30 days to collect your package, with your ID and your invoice, as soon as you receive the email.
In-store delivery can be deactivated during sales and/or promotional operations.
UPS delivery and UPS point relay: this delivery method is only available for deliveries outside of France.
Sincerely,
The Customer Service
How do i use my promo code?
Dear sir/madam,
first of all, thank you for your interest in our house.
The promotional code is linked to a specific operation. It is for a single use and the promotional codes are not cumulative.
Using the promo code:
The promotional code must be entered in the specifically designated field when placing items in your basket. We strongly recommend that you finalise your order immediately after entering your code to avoid any malfunction that would result in you losing the benefit.
It is not possible for us to re-credit the discount associated with a promotional code after an order has been made. Consequently, we do not accept any complaint regarding the misuse or failure to enter a code.
Cordially,
The Cosmoparis team
first of all, thank you for your interest in our house.
The promotional code is linked to a specific operation. It is for a single use and the promotional codes are not cumulative.
Using the promo code:
The promotional code must be entered in the specifically designated field when placing items in your basket. We strongly recommend that you finalise your order immediately after entering your code to avoid any malfunction that would result in you losing the benefit.
It is not possible for us to re-credit the discount associated with a promotional code after an order has been made. Consequently, we do not accept any complaint regarding the misuse or failure to enter a code.
Cordially,
The Cosmoparis team
I cannot login to my account / I have forgotten my password
Dear sir/madam,
first of all, thank you for your interest in our house.
If you are already a customer of our site, you have filled your basket and want to confirm an order, you must login by entering your e-mail address and your password.
If you have forgotten your password, you can get it in an e-mail by clicking on the "forgotten your password?" link on the login page.
If you are not yet a customer of our site, you must first create an account. You will need to provide a certain amount of information, including your email address.
Note that the new password sent to you is case sensitive. You should also check the "spam" or "junk" box of your email software/service, as some internet services may have inadvertently filtered the automatically generated email that was sent to your address.
If you wish to change your password, login to "my account" then go to "my personal information", then enter your new password in the 2 fields provided for this.
If you still have difficulties connecting, please contact our customer service by phone so they can guide you through these steps and/or take direct control of your account.
Cordially,
The Cosmoparis team
first of all, thank you for your interest in our house.
If you are already a customer of our site, you have filled your basket and want to confirm an order, you must login by entering your e-mail address and your password.
If you have forgotten your password, you can get it in an e-mail by clicking on the "forgotten your password?" link on the login page.
If you are not yet a customer of our site, you must first create an account. You will need to provide a certain amount of information, including your email address.
Note that the new password sent to you is case sensitive. You should also check the "spam" or "junk" box of your email software/service, as some internet services may have inadvertently filtered the automatically generated email that was sent to your address.
If you wish to change your password, login to "my account" then go to "my personal information", then enter your new password in the 2 fields provided for this.
If you still have difficulties connecting, please contact our customer service by phone so they can guide you through these steps and/or take direct control of your account.
Cordially,
The Cosmoparis team
I cannot place an order
If you are already a customer, please login by clicking here, before filling out this form. This will allow us to process your request more quickly.
Form:
Last name*
First name*
E-mail*
Message*
[send]
Form:
Last name*
First name*
E-mail*
Message*
[send]
Can I change my order?
You can modify your order as long as it has not been validated (payment confirmed).
From your cart, you can delete the items you do not want to receive before placing your order.
It is impossible for you to modify the content of an order that has been validated and paid.
Sincerely,
The Customer Service
From your cart, you can delete the items you do not want to receive before placing your order.
It is impossible for you to modify the content of an order that has been validated and paid.
Sincerely,
The Customer Service
Has my order been processed?
Once your payment is validated:
A note appears on the screen and tells you immediately that your payment is confirmed.
Automatically, a confirmation e-mail is sent to you indicating the validation of your order and your payment.
View your orders from your "My account" space, accessible at the top right of the site pages, by clicking on "my orders".
Sincerely,
The Customer Service
A note appears on the screen and tells you immediately that your payment is confirmed.
Automatically, a confirmation e-mail is sent to you indicating the validation of your order and your payment.
View your orders from your "My account" space, accessible at the top right of the site pages, by clicking on "my orders".
Sincerely,
The Customer Service
If I have a problem with my order, what should I do?
In the "My account" area, first consult the "My orders" section. On this page, you will find all the information about your order. The status will tell you if your order is "pending" if it is not yet processed or "shipped" if it has been sent.
You can then contact our customer service by email at the following address: cosmoparis@cosmoparis.com or by mail at this postal address: 28 avenue Barthélémy Thimonnier, 69300 CALUIRE ET CUIRE
Sincerely,
The Customer Service
You can then contact our customer service by email at the following address: cosmoparis@cosmoparis.com or by mail at this postal address: 28 avenue Barthélémy Thimonnier, 69300 CALUIRE ET CUIRE
Sincerely,
The Customer Service
Why are you asking me for supporting documents?
Dear sir/madam,
This verification procedure is designed to protect you.
Indeed, due to identity theft or theft of bank cards, orders are sometimes made fraudulently.
By asking for these documents, we try to limit the risks for honest buyers.
We are waiting for these documents and we thank you for your understanding.
Cordially,
The Cosmoparis team
This verification procedure is designed to protect you.
Indeed, due to identity theft or theft of bank cards, orders are sometimes made fraudulently.
By asking for these documents, we try to limit the risks for honest buyers.
We are waiting for these documents and we thank you for your understanding.
Cordially,
The Cosmoparis team
My e-mail address is refused when creating an account, why?
Dear sir/madam,
In order to guarantee the correct receipt of confirmation emails and dispatch of your order, we automatically check the validity of your e-mail address when creating your customer account.
We therefore recommend you ensure that you are entering a valid e-mail address when you register. An address may be considered "invalid" if the domain name (part of your address after the "@") is not recognised, trusted or is erroneous.
It is also possible that the part before the @ is prohibited because it is considered to involve a definite risk that the e-mail will be sent to the spam folder.
For more information, please contact customer service.
Cordially,
The Cosmoparis team
In order to guarantee the correct receipt of confirmation emails and dispatch of your order, we automatically check the validity of your e-mail address when creating your customer account.
We therefore recommend you ensure that you are entering a valid e-mail address when you register. An address may be considered "invalid" if the domain name (part of your address after the "@") is not recognised, trusted or is erroneous.
It is also possible that the part before the @ is prohibited because it is considered to involve a definite risk that the e-mail will be sent to the spam folder.
For more information, please contact customer service.
Cordially,
The Cosmoparis team
How do I create a Wishlist?
Dear sir/madam,
In order to better satisfy you, we have implemented an option that allows you to make a selection of products that you can then find in your customer account at any time. For this you must either already have or create a customer account on the site.
From a product sheet
Just go to the relevant product sheet and click on the "heart" pictogram.
From the basket
In your basket, you can click on "save my selection" and this will add all the products in your basket to your Wishlist. To see this button, you must already be logged in to your account.
From your selection, you can then easily transfer part of your selection or all of your products to the basket, or even share it on Facebook or by e-mail.
Note, the products are not reserved.
Cordially,
The Cosmoparis team
In order to better satisfy you, we have implemented an option that allows you to make a selection of products that you can then find in your customer account at any time. For this you must either already have or create a customer account on the site.
From a product sheet
Just go to the relevant product sheet and click on the "heart" pictogram.
From the basket
In your basket, you can click on "save my selection" and this will add all the products in your basket to your Wishlist. To see this button, you must already be logged in to your account.
From your selection, you can then easily transfer part of your selection or all of your products to the basket, or even share it on Facebook or by e-mail.
Note, the products are not reserved.
Cordially,
The Cosmoparis team
How do I create my account on cosmoparis.com?
You have two options:
- You create an account directly in the "ACCOUNT" space at the top right of each page of the site.
- You create your account at the time of the validation of your order.
You just have to select the items you want and to click on "View my cart" then "access payment". You do not have an account yet. You fill in the form proposed.
Finally, click on "validate" at the bottom of the page. An email will be sent to you to confirm the creation of your account as well as the reminder of your password. Don't forget to keep it because it will be useful the next time you connect.
Sincerely,
The Customer Service
- You create an account directly in the "ACCOUNT" space at the top right of each page of the site.
- You create your account at the time of the validation of your order.
You just have to select the items you want and to click on "View my cart" then "access payment". You do not have an account yet. You fill in the form proposed.
Finally, click on "validate" at the bottom of the page. An email will be sent to you to confirm the creation of your account as well as the reminder of your password. Don't forget to keep it because it will be useful the next time you connect.
Sincerely,
The Customer Service
I want to change my contact information, how do I do it?
Modify your personal information by going to the space: "My account".
In the section entitled "My information", click on "I modify".
Your changes will be taken into account by clicking on the "I validate" button.
Sincerely,
The Customer Service
In the section entitled "My information", click on "I modify".
Your changes will be taken into account by clicking on the "I validate" button.
Sincerely,
The Customer Service
How to benefit from promotional offers?
By subscribing to our newsletters, you will be able to benefit from exclusive discounts. You will just have to enter the privilege code received in the newsletters, when you next order.
Sincerely,
The Customer Service
Sincerely,
The Customer Service
Is my data protected?
Your name, e-mail address and shipping address are essential for us to process your orders.
Your cell phone number is essential if you wish to receive our special offers by SMS.
Unless you agree, they are not transmitted to other companies.
The personal information concerning you may be subject to automated processing. In accordance with the law n° 78-17 of January 6, 1978, relating to data processing, the files and freedoms, you have the rights of opposition, access and correction of the data concerning you. To exercise this right, contact us via the contact form or by mail at 28 avenue Barthélémy Thimonnier, 69300 CALUIRE ET CUIRE
Sincerely,
The Customer Service
Your cell phone number is essential if you wish to receive our special offers by SMS.
Unless you agree, they are not transmitted to other companies.
The personal information concerning you may be subject to automated processing. In accordance with the law n° 78-17 of January 6, 1978, relating to data processing, the files and freedoms, you have the rights of opposition, access and correction of the data concerning you. To exercise this right, contact us via the contact form or by mail at 28 avenue Barthélémy Thimonnier, 69300 CALUIRE ET CUIRE
Sincerely,
The Customer Service
Product information
Are your products in stock and available?
Dear sir/madam,
first of all, thank you for your interest in our house.
Please note that when you are able to place a product in your basket, that means we have it in stock. Indeed, all the products visible on the e-shop site are available for sale.
For products displayed as in stock but are sold out on our site, it is possible that the stock has been sold during the day. Please reconnect regularly in the following days to check if we have received a new shipment of the reference in question.
Cordially,
The Cosmoparis team
first of all, thank you for your interest in our house.
Please note that when you are able to place a product in your basket, that means we have it in stock. Indeed, all the products visible on the e-shop site are available for sale.
For products displayed as in stock but are sold out on our site, it is possible that the stock has been sold during the day. Please reconnect regularly in the following days to check if we have received a new shipment of the reference in question.
Cordially,
The Cosmoparis team
Are your photos contractually binding?
Dear sir/madam,
Thank you for your interest in our website.
all product photographs are taken by experienced professionals so that you have the most accurate view of the product possible.
However, if despite all our efforts, there are differences between our product photos and the article, we would be extremely grateful if you would let us know so that we can improve their presentation.
If an item disappoints you with regard to its photo rendering, please remember that it is possible to return certain products and to receive a refund (refer to our return procedure).
Cordially,
The Cosmoparis team
Thank you for your interest in our website.
all product photographs are taken by experienced professionals so that you have the most accurate view of the product possible.
However, if despite all our efforts, there are differences between our product photos and the article, we would be extremely grateful if you would let us know so that we can improve their presentation.
If an item disappoints you with regard to its photo rendering, please remember that it is possible to return certain products and to receive a refund (refer to our return procedure).
Cordially,
The Cosmoparis team
Will you receive more of a product that is no longer in stock?
Dear sir/madam,
First of all, thank you for your interest in our house.
For products displayed as in stock but are sold out on our site, it is possible that the stock has been sold during the day.
Please reconnect regularly in the following days to check if we have received a new shipment of the reference in question.
Subscribe to our newsletter if you want advance information of any product arrivals so as not to miss out on our bargains.
Cordially,
The Cosmoparis team
First of all, thank you for your interest in our house.
For products displayed as in stock but are sold out on our site, it is possible that the stock has been sold during the day.
Please reconnect regularly in the following days to check if we have received a new shipment of the reference in question.
Subscribe to our newsletter if you want advance information of any product arrivals so as not to miss out on our bargains.
Cordially,
The Cosmoparis team
What size should I choose?
Dear sir/madam,
First of all, thank you for your interest in our house.
The clothing product sheets include a sizing guide (next to the add to basket button).
There are, however, products whose cut is bigger or smaller. In such a case, when choosing the size there will be an alert message, for example "note, this product is cut small / this product is cut large".
In the absence of an alert, you can normally choose your usual size.
Cordially,
The Cosmoparis team
First of all, thank you for your interest in our house.
The clothing product sheets include a sizing guide (next to the add to basket button).
There are, however, products whose cut is bigger or smaller. In such a case, when choosing the size there will be an alert message, for example "note, this product is cut small / this product is cut large".
In the absence of an alert, you can normally choose your usual size.
Cordially,
The Cosmoparis team
Specific product information
If you are already a customer, please login by clicking here, before filling out this form. This will allow us to process your request more quickly.
Form:
Last name*
First name*
E-mail*
Internal product reference*
The internal reference is specified on the product sheet, below the "add to basket" button
Message*
[send]
Form:
Last name*
First name*
E-mail*
Internal product reference*
The internal reference is specified on the product sheet, below the "add to basket" button
Message*
[send]
How to reserve a product in store from the website?
A favorite ? From the product page, you can reserve your item in the store of your choice by clicking on "Reserve in store". It's free and without obligation to buy.
Sincerely yours,
The Customer Service
Sincerely yours,
The Customer Service
Shipping department
Why have i not yet received my order?
Dear sir/madam,
before launching an internal investigation into your order, please check that you have not been the subject of a request for supporting documents relating to the payment control procedures (fight against fraud). If this is the case, the status of your order in your customer account will state: "waiting for documents" if a request for supporting documents has been issued.
This request will have been sent to you by e-mail, please check your spam box.
If this is not the case, if xx working hours have passed and the status of your order is still "being prepared" please fill in the form below so that we can launch an investigation.
Cordially,
The Cosmoparis team
Form:
Last name*
First name*
E-mail*
Order number*
Message*
[send]
before launching an internal investigation into your order, please check that you have not been the subject of a request for supporting documents relating to the payment control procedures (fight against fraud). If this is the case, the status of your order in your customer account will state: "waiting for documents" if a request for supporting documents has been issued.
This request will have been sent to you by e-mail, please check your spam box.
If this is not the case, if xx working hours have passed and the status of your order is still "being prepared" please fill in the form below so that we can launch an investigation.
Cordially,
The Cosmoparis team
Form:
Last name*
First name*
E-mail*
Order number*
Message*
[send]
My order is recorded as delivered on the transporter site but I have not received it
Dear sir/madam,
First of all, thank you for your order.
Before starting the investigation procedure with the transporter, please ensure that no member of your family, a neighbour or warden has received the package for you. This is a common occurrence.
If you were absent for more than 14 days, it is also possible that the package was returned to us after exceeding the period of retention of the parcel in your post office. Your tracking will then mention package returned to sender / package unclaimed. In this case, please complete the form "my order has been returned to your warehouses".
If these checks have already been performed, please fill out the form below so that we can open an investigation with the transporter.
Indeed, given that all our parcels are delivered against signature, we will verify that the receipt has been signed to try to identify the recipient of the package.
Cordially,
The Cosmoparis team
Form:
Last name*
First name*
E-mail*
Order number*
Message*
[send]
First of all, thank you for your order.
Before starting the investigation procedure with the transporter, please ensure that no member of your family, a neighbour or warden has received the package for you. This is a common occurrence.
If you were absent for more than 14 days, it is also possible that the package was returned to us after exceeding the period of retention of the parcel in your post office. Your tracking will then mention package returned to sender / package unclaimed. In this case, please complete the form "my order has been returned to your warehouses".
If these checks have already been performed, please fill out the form below so that we can open an investigation with the transporter.
Indeed, given that all our parcels are delivered against signature, we will verify that the receipt has been signed to try to identify the recipient of the package.
Cordially,
The Cosmoparis team
Form:
Last name*
First name*
E-mail*
Order number*
Message*
[send]
My order is recorded as delivered to the collection point
Dear sir/madam,
First of all, thank you for your order.
Before initiating an investigation procedure with the collection point concerned, please ensure that you have visited the correct collection point indicated on the online tracking. Indeed, because of the deactivation of some collection points, it sometimes happens that your parcel is sent to another one nearby. By clicking on the date of your order at the top left in red on the online tracking, you will see the detail of the route for your parcel.
If your package was in the collection point for more than 14 days, it is also possible that it was returned to us after exceeding the parcel retention period in your collection point. Your tracking will then state "package returned to seller". Please complete the form "my order has been returned to your warehouses".
If these checks have already been performed, please fill out the form below so that we can open an investigation with the collection point.
Indeed, given that all our parcels are delivered against signature, we will verify that the receipt has been signed to try to identify the recipient of the package.
Cordially,
The Cosmoparis team
Form:
Last name*
First name*
E-mail*
Order number*
Message*
[send]
First of all, thank you for your order.
Before initiating an investigation procedure with the collection point concerned, please ensure that you have visited the correct collection point indicated on the online tracking. Indeed, because of the deactivation of some collection points, it sometimes happens that your parcel is sent to another one nearby. By clicking on the date of your order at the top left in red on the online tracking, you will see the detail of the route for your parcel.
If your package was in the collection point for more than 14 days, it is also possible that it was returned to us after exceeding the parcel retention period in your collection point. Your tracking will then state "package returned to seller". Please complete the form "my order has been returned to your warehouses".
If these checks have already been performed, please fill out the form below so that we can open an investigation with the collection point.
Indeed, given that all our parcels are delivered against signature, we will verify that the receipt has been signed to try to identify the recipient of the package.
Cordially,
The Cosmoparis team
Form:
Last name*
First name*
E-mail*
Order number*
Message*
[send]
I would like to add items to my order, is it possible?
Dear sir/madam,
if your order is finalised, i.e. If you have already paid for your order online, it is currently not possible for us to modify its content afterwards for technical and logistical reasons. In effect, we cannot stop your order to modify it before its departure once it has been confirmed as it has already entered the logistical preparation chain.
Please place a new order for the other products you would like to receive.
Best regards,
The Cosmoparis team
if your order is finalised, i.e. If you have already paid for your order online, it is currently not possible for us to modify its content afterwards for technical and logistical reasons. In effect, we cannot stop your order to modify it before its departure once it has been confirmed as it has already entered the logistical preparation chain.
Please place a new order for the other products you would like to receive.
Best regards,
The Cosmoparis team
I would like to exchange one or more articles, how can I do that?
For other products, in accordance with the provisions of article l.121-21 of the French consumer code, the customer has a period of 14 days to assert their right of withdrawal without need for justification. The starting point for this period is the day the order is received by the customer or the third party designated by them.
If the 14-day period expires on a Saturday, Sunday or public holiday, it is extended until the next business day.
To assert your right of withdrawal, you can return the product(s) concerned, in their original condition, to the address below within 14 days of receiving the order, according to the postmark.
Please indicate the return number generated in your customer area, then for each item, the references and quantities of the articles returned and the reason for the return.
In case of exercising the right of withdrawal within the aforementioned period and subject to compliance with the return conditions, Cosmoparis will refund the price of the purchased products. Return shipping costs are borne by the customer.
For more details on the terms of returns, please refer to our return procedure available at the bottom of our site.
Cordially,
The Cosmoparis team
If the 14-day period expires on a Saturday, Sunday or public holiday, it is extended until the next business day.
To assert your right of withdrawal, you can return the product(s) concerned, in their original condition, to the address below within 14 days of receiving the order, according to the postmark.
Please indicate the return number generated in your customer area, then for each item, the references and quantities of the articles returned and the reason for the return.
In case of exercising the right of withdrawal within the aforementioned period and subject to compliance with the return conditions, Cosmoparis will refund the price of the purchased products. Return shipping costs are borne by the customer.
For more details on the terms of returns, please refer to our return procedure available at the bottom of our site.
Cordially,
The Cosmoparis team
What is the delivery rate?
Dear Sir or Madam,
First of all, thank you for your interest in our website.
The detail of the costs by destination and by type of carrier appears on our page of the CGV.
Our invoicing is as transparent as possible since we charge you proportionally to the weight of your order.
Sincerely,
The Customer Service
First of all, thank you for your interest in our website.
The detail of the costs by destination and by type of carrier appears on our page of the CGV.
Our invoicing is as transparent as possible since we charge you proportionally to the weight of your order.
Sincerely,
The Customer Service
How do I track the delivery?
Don't worry, your package will arrive! As soon as your order leaves our warehouse, you will automatically receive an e-mail informing you that your credit card has been debited, and giving you the tracking number of your package. You can then track your package at any time on the carrier's website.
Sincerely,
The Customer Service
Sincerely,
The Customer Service
What happens if I am delivered during my absence?
If you are absent, when the deliveryman passes by, he leaves a notice of passage which will allow you to recover your parcel at the post office address indicated. In case of absence during the delivery or of impossibility of delivery of the parcel, a transit advice note is deposited in your mailbox. You have a period of 15 days to withdraw your package at the post office indicated on the notice of passage, on presentation of an identity document. At the end of this period, the package will be returned to us.
Sincerely,
The Customer Service
Sincerely,
The Customer Service
Can I be delivered to another address?
You are away from home (business trip, vacations...)? You want to make a gift and have it delivered directly to the person? It's very simple, you just have to indicate, when ordering on the site, "Delivery to another address", and to enter this new address. You will be able to modify or delete this address at any time in your "My account" space.
Sincerely,
The Customer Service
Sincerely,
The Customer Service
How to make a free return in store?
1. CONDITIONS OF RETURN IN STORE
You have a period of 14 days from the date of your purchase (date of the invoice) to return an item FREE of charge and ask for a refund of your purchase made on Cosmoparis.com in the boutique of your choice (excluding San Marina boutiques, department stores and stock boutiques). You must go to one of our boutiques located in France that sells the collection you wish to exchange or return, the OUTLET products cannot be returned in a boutique, you will have to return them by mail (see "Returns to the point of deposit")
2. GIVE THE ITEM YOU WISH TO RETURN OR EXCHANGE TO THE CASHIER
It is important that you bring your ID and your order email. The returned items must not have been worn and must be in their original packaging. The exchange is possible with an identical or not identical product but of equivalent quality and price within the limit of available stocks.
3. THE REFUND WILL BE MADE USING THE SAME METHOD OF PAYMENT AS THE ONE USED AT THE TIME OF PURCHASE
If you have chosen to return your items to us in a store, the data of your return will be sent to our headquarters, we will then refund you using the same method of payment that was used at the time of purchase. In case of a partial return of the order, any initial shipping costs will not be refunded.
Sincerely,
The Customer Service
You have a period of 14 days from the date of your purchase (date of the invoice) to return an item FREE of charge and ask for a refund of your purchase made on Cosmoparis.com in the boutique of your choice (excluding San Marina boutiques, department stores and stock boutiques). You must go to one of our boutiques located in France that sells the collection you wish to exchange or return, the OUTLET products cannot be returned in a boutique, you will have to return them by mail (see "Returns to the point of deposit")
2. GIVE THE ITEM YOU WISH TO RETURN OR EXCHANGE TO THE CASHIER
It is important that you bring your ID and your order email. The returned items must not have been worn and must be in their original packaging. The exchange is possible with an identical or not identical product but of equivalent quality and price within the limit of available stocks.
3. THE REFUND WILL BE MADE USING THE SAME METHOD OF PAYMENT AS THE ONE USED AT THE TIME OF PURCHASE
If you have chosen to return your items to us in a store, the data of your return will be sent to our headquarters, we will then refund you using the same method of payment that was used at the time of purchase. In case of a partial return of the order, any initial shipping costs will not be refunded.
Sincerely,
The Customer Service
After-sales service
I received my order, but it contains one or more damaged items.
Dear sir/madam,
we thank you for your order and are very sorry for this incident.
You can return a defective product to Cosmoparis at the following address:
Contact the customer service to make a return request at the following email address: clients_cosmoparis@cosmoparis.com.
In case of a defective product, after confirmation by Cosmoparis, a prepaid return label will be sent to you by email.
To start this process, please fill in the form below and specify the product concerned (reference number) and the description of the damage.
Please also tell us, if applicable, if you refused the parcel from the carrier because of apparent damage to it.
The Cosmoparis team
Form:
Last name*
First name*
E-mail*
Order number*
Message*
[send]
we thank you for your order and are very sorry for this incident.
You can return a defective product to Cosmoparis at the following address:
Contact the customer service to make a return request at the following email address: clients_cosmoparis@cosmoparis.com.
In case of a defective product, after confirmation by Cosmoparis, a prepaid return label will be sent to you by email.
To start this process, please fill in the form below and specify the product concerned (reference number) and the description of the damage.
Please also tell us, if applicable, if you refused the parcel from the carrier because of apparent damage to it.
The Cosmoparis team
Form:
Last name*
First name*
E-mail*
Order number*
Message*
[send]
I received my order, but one or more article(s) do not match my order.
Dear sir/madam,
we thank you for your order and are very sorry for this incident.
You have 72 working hours from the date of receipt of your order to notify us of any problem with the conformity of the products received.
To do this, please fill in the form below and specify the product concerned (reference number of the product ordered) and the ones you received instead (reference number on the packaging of the product received).
Please also tell us, if applicable, if you refused the parcel from the carrier because of this non-compliance found on delivery.
Cordially,
The Cosmoparis team
Form:
Last name*
First name*
E-mail*
Order number*
Message*
[send]
we thank you for your order and are very sorry for this incident.
You have 72 working hours from the date of receipt of your order to notify us of any problem with the conformity of the products received.
To do this, please fill in the form below and specify the product concerned (reference number of the product ordered) and the ones you received instead (reference number on the packaging of the product received).
Please also tell us, if applicable, if you refused the parcel from the carrier because of this non-compliance found on delivery.
Cordially,
The Cosmoparis team
Form:
Last name*
First name*
E-mail*
Order number*
Message*
[send]
I received a non-compliant product, what should I do?
In the case of a non-conforming product or presenting a hidden defect, COSMOPARIS refunds the returned product + the delivery costs in the case of a return of the entire order + the return costs. In case of a partial return of the order, the initial delivery costs are not refunded.
The refund will be credited to you within 15 days from the date of receipt of the returned item. This amount will be credited to the same payment method used for the purchase.
Contact the customer service to make a return request at the following email address: clients_cosmoparis@cosmoparis.com.
Each request will be investigated by the customer service.
Sincerely,
The Customer Service
FORM :
Last name
First Name*
E-mail*
Order number*
Message
[Send]
The refund will be credited to you within 15 days from the date of receipt of the returned item. This amount will be credited to the same payment method used for the purchase.
Contact the customer service to make a return request at the following email address: clients_cosmoparis@cosmoparis.com.
Each request will be investigated by the customer service.
Sincerely,
The Customer Service
FORM :
Last name
First Name*
E-mail*
Order number*
Message
[Send]
There is no return slip in my package, how can i make a return?
Dear sir/madam,
you can download your return slip from your "my account" area, on which you should legibly fill in the items you would like to submit to our return procedure. Add the return number you generated via your customer area and then for each item, enter the item reference, the quantities of items returned and the reason for the return.
If you cannot print this return slip, on ordinary paper write legibly and clearly the initial order number and the return number you generated via your customer area, then for each item being returned, the item reference, the quantities of items returned and the reason for the return, and send this together with the items that did not satisfy you.
[download my return slip]
Cordially,
The Cosmoparis team
you can download your return slip from your "my account" area, on which you should legibly fill in the items you would like to submit to our return procedure. Add the return number you generated via your customer area and then for each item, enter the item reference, the quantities of items returned and the reason for the return.
If you cannot print this return slip, on ordinary paper write legibly and clearly the initial order number and the return number you generated via your customer area, then for each item being returned, the item reference, the quantities of items returned and the reason for the return, and send this together with the items that did not satisfy you.
[download my return slip]
Cordially,
The Cosmoparis team
I would like to exchange one or more articles, how can i do that?
Dear sir/madam,
At the moment, you cannot exchange a product bought online from our website. You must return the products, these will be refunded, and you place a new order.
Please feel free to order the product/size you want now from our website.
Returning an article
For other products, in accordance with the provisions of article l.121-21 of the French consumer code, the customer has a period of 14 days to assert their right of withdrawal without need for justification. The starting point for this period is the day the order is received by the customer or the third party designated by them.
If the 14-day period expires on a Saturday, Sunday or public holiday, it is extended until the next business day.
To assert your right of withdrawal, you can return the product(s) concerned, in their original condition, to the address below within 14 days of receiving the order, according to the postmark.
Please indicate the return number generated in your customer area, then for each item, the references and quantities of the articles returned and the reason for the return.
In case of exercising the right of withdrawal within the aforementioned period and subject to compliance with the return conditions, Cosmoparis will refund the price of the purchased products. Return shipping costs are borne by the customer.
For more details on the terms of returns, please refer to our return procedure available at the bottom of our site.
Cordially,
The Cosmoparis team
At the moment, you cannot exchange a product bought online from our website. You must return the products, these will be refunded, and you place a new order.
Please feel free to order the product/size you want now from our website.
Returning an article
For other products, in accordance with the provisions of article l.121-21 of the French consumer code, the customer has a period of 14 days to assert their right of withdrawal without need for justification. The starting point for this period is the day the order is received by the customer or the third party designated by them.
If the 14-day period expires on a Saturday, Sunday or public holiday, it is extended until the next business day.
To assert your right of withdrawal, you can return the product(s) concerned, in their original condition, to the address below within 14 days of receiving the order, according to the postmark.
Please indicate the return number generated in your customer area, then for each item, the references and quantities of the articles returned and the reason for the return.
In case of exercising the right of withdrawal within the aforementioned period and subject to compliance with the return conditions, Cosmoparis will refund the price of the purchased products. Return shipping costs are borne by the customer.
For more details on the terms of returns, please refer to our return procedure available at the bottom of our site.
Cordially,
The Cosmoparis team
I would like to return one or more items, how do I do this?
Dear Sir/Madam,
We thank you for your order and regret that you are not entirely satisfied with it.
Returning an item
In accordance with the provisions of article L.221-18 of the French Consumer Code, the customer has a period of 14 calendar days to exercise his right of withdrawal, without having to give any reason whatsoever. This period runs from the day of receipt of the order.
In the case of an order for several goods to be delivered separately, or in the case of an order for a good made up of multiple batches or parts whose delivery is staggered over a defined period, the period runs from receipt of the last good, batch or part.
For contracts providing for the regular delivery of goods over a defined period, the period runs from receipt of the first good.
After the 14 day period, the items delivered will be deemed to have been accepted by the Customer.
If the right of withdrawal is exercised within the aforementioned period and subject to compliance with the return conditions, Cosmoparis will refund the price of the product(s) purchased. You are responsible for return shipping costs.
Returns can be made either in one of the COSMOPARIS boutiques (except for department stores, stock boutiques and Cosmoparis dual-use boutiques), it being specified that Products ordered in the "OUTLET" section of the Site cannot be returned in a boutique (in this case the return is free of charge);
by post, to the following address:
Cosmoparis chez LOG SMC - Service retour web
Route départementale 6
Extension ZAC SAINT CHARLES
13710 FUVEAU
(In this case, the return is at the customer's expense).
It is the customer's responsibility to provide proof of the return.
In order to facilitate the processing of the return request, the Customer must enclose the return form duly completed and enclosed in the parcel.
Return shipping costs are payable by the Customer for all orders shipped. The Customer acknowledges and accepts this by adhering to the GTC.
However, return costs are free of charge when returned to a COSMOPARIS boutique (except department stores, stock boutiques and Cosmoparis/San Marina dual-use boutiques), it being specified that Products ordered in the "OUTLET" section of the Site cannot be returned to a boutique.
Yours faithfully
Customer Service
We thank you for your order and regret that you are not entirely satisfied with it.
Returning an item
In accordance with the provisions of article L.221-18 of the French Consumer Code, the customer has a period of 14 calendar days to exercise his right of withdrawal, without having to give any reason whatsoever. This period runs from the day of receipt of the order.
In the case of an order for several goods to be delivered separately, or in the case of an order for a good made up of multiple batches or parts whose delivery is staggered over a defined period, the period runs from receipt of the last good, batch or part.
For contracts providing for the regular delivery of goods over a defined period, the period runs from receipt of the first good.
After the 14 day period, the items delivered will be deemed to have been accepted by the Customer.
If the right of withdrawal is exercised within the aforementioned period and subject to compliance with the return conditions, Cosmoparis will refund the price of the product(s) purchased. You are responsible for return shipping costs.
Returns can be made either in one of the COSMOPARIS boutiques (except for department stores, stock boutiques and Cosmoparis dual-use boutiques), it being specified that Products ordered in the "OUTLET" section of the Site cannot be returned in a boutique (in this case the return is free of charge);
by post, to the following address:
Cosmoparis chez LOG SMC - Service retour web
Route départementale 6
Extension ZAC SAINT CHARLES
13710 FUVEAU
(In this case, the return is at the customer's expense).
It is the customer's responsibility to provide proof of the return.
In order to facilitate the processing of the return request, the Customer must enclose the return form duly completed and enclosed in the parcel.
Return shipping costs are payable by the Customer for all orders shipped. The Customer acknowledges and accepts this by adhering to the GTC.
However, return costs are free of charge when returned to a COSMOPARIS boutique (except department stores, stock boutiques and Cosmoparis/San Marina dual-use boutiques), it being specified that Products ordered in the "OUTLET" section of the Site cannot be returned to a boutique.
Yours faithfully
Customer Service
I have not received my refund. Can you please give me more information?
Dear sir/madam,
in the case of a product return or an incomplete shipment, a refund is normally made directly to the bank account linked to the bank card you used to make your purchase.
We first ask that you check your bank card statement. Also consider the deferred repayment period if the order was paid for with a deferred payment card.
This credit should appear in your account in approximately 3 to 5 business days once the product return has been received or once the incomplete shipment has been finished.
You will soon be able to see the amount of this refund in the "my refunds" section of your "my account" section on our website.
After all these checks, if you still have no news of your refund, please complete the form below so that we can commence an investigation.
Cordially,
The Cosmoparis team
Form:
Last name*
First name*
E-mail*
Order number*
Message*
[send]
in the case of a product return or an incomplete shipment, a refund is normally made directly to the bank account linked to the bank card you used to make your purchase.
We first ask that you check your bank card statement. Also consider the deferred repayment period if the order was paid for with a deferred payment card.
This credit should appear in your account in approximately 3 to 5 business days once the product return has been received or once the incomplete shipment has been finished.
You will soon be able to see the amount of this refund in the "my refunds" section of your "my account" section on our website.
After all these checks, if you still have no news of your refund, please complete the form below so that we can commence an investigation.
Cordially,
The Cosmoparis team
Form:
Last name*
First name*
E-mail*
Order number*
Message*
[send]
I would like to contact the after sales service by phone.
Dear sir/madam,
Thank you for your order.
Our after-sales service is at your disposal at clients_cosmoparis@cosmoparis.com
Cordially,
The Cosmoparis team
Thank you for your order.
Our after-sales service is at your disposal at clients_cosmoparis@cosmoparis.com
Cordially,
The Cosmoparis team
Purchasing department
I am a supplier, I would like to offer my products
Form:
Last name*
First name*
E-mail*
Message*
[send]
Last name*
First name*
E-mail*
Message*
[send]
Marketing department
I am a professional in the field, I would like to offer my services
Form:
Last name*
First name*
E-mail*
Message*
[send]
Last name*
First name*
E-mail*
Message*
[send]
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