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Frequently Ask Quiestions
PRODUCTS
Are the products authentic and where are they produced?
All products are 100% authentic and all medical devices are CE-certified. Most products are produced in and coming from the European Community.
What is the expiry of the products?
Most products shipped by Cosmo Direct Supplies Lda will be carrying a minimum 6 months remaining shelf life with some exceptions where we will either inform about the expiry date on the product online or contact the customer before shipment.
How can you sell the products so cheap?
We have been in the business for several years and have many clinics around the world as customers. We buy big volumes both from manufacturers and distributors and we can therefore sell the products to extremely competitive prices. We work as parallel traders and we are not official distributors.
What is Parallel Imports (PI)?
Parallel imports refer to authentic non-counterfeit products imported primarily from intermediaries. The products are genuine (as distinct from counterfeit goods) since they have been manufactured by or for, under license, from the brand owner. Within the EU there is a free market where the prices for goods and services are determined by the open market and customers.
ACCOUNT
Do I need to create an account to place an order?
Yes, you need to create an account to place an order with us.
Why do I need to wait up to 3 days to have my account approved?
We, as a professional provider of aesthetic medical devices, have a responsibility to secure that we only supply aesthetic medical devices to professionals; hereunder aesthetic clinics, hospitals and wholesalers within the aesthetic field.
What if I change details on my account?
If you change any details on your already approved account we will, within 24 working hours, re-evaluate your updated details and return with a new approval if your company still complies with our account policies.
I have forgotten my password – what should I do?
Please contact customer service. Please note you can only have one account per customer. If you create more accounts, we will decline them.
ORDERS & VAT
Can I cancel products on my order?
After an order has been placed, the order is binding for the customer unless Cosmo Direct Supplies cannot dispatch the products within 6 working days after receiving the order. In the case that Cosmo Direct Supplies cannot ship the products within 6 working days, you will be notified and have the choice to cancel the order.
Can I add products to my existing order?
It is unfortunately not possible to add products to an existing order. You have to place a new separate order.
Why do I have to key in a VAT number (Within EU only)?
It is a requirement that all companies within the EU have a valid VAT number to place an order. Hereby, the order will be VAT excluded. Please note that it is not possible to add VAT manually to an order. Countries outside the EU can place orders without a VAT number as long as the shipping of the order goes outside the EU.
I don’t have a VAT number – can I use my tax number? (Within EU only)
You can unfortunately not use a tax number – personal or company. We can only approve your account if you have a valid international VAT number.
I’m a private person and I don’t have a company – can I place an order?
Unfortunately not – we only sell to companies in the aesthetic business.
What is “Handling Fee”?
Our “Handling Fee” covers insurance of the products and administration fee.
Is there a minimum order quantity?
Yes, we do have a minimum order quantity of 5 units, in a mix of any brand.
PRICE & PAYMENT
What currency are your prices in?
All prices are in EURO € (EUR).
Do you work with price lists?
We unfortunately don’t work with price lists. You can find all prices and discounts on our site.
Do you offer additional discounts when buying big volumes?
If you are interested in wholesale prices for large volume purchase, please contact us at: info@cosmodirectsupplies.com
Which payment methods does Cosmo Direct Supplies accept?
We accept Visa, MasterCard & Maestro. For the moment, we unfortunately don’t accept PayPal. Please contact us regarding bank transfers.
When will you withdraw money from my credit card?
Please note, payment is only debited from your card at time of dispatch. Some credit card companies allocate the amount on your account as soon as you have placed the order, but we will not withdraw the amount from your credit card until after dispatch.
Why have you charged the amount on my credit card when you have not shipped my order yet?
Please note, once you place an order, the amount will be shown as “pending” on your bank account. Once we ship the order, we will withdraw the amount from your credit card. If we cancel the order and the payment, please allow approx. 5-10 working days before your bank approves the cancellation and the amount will simply disappear from your account.
Why did you charge me extra for the order?
For all international orders paid with a company credit card or credit card issued outside the EU, an extra fee will be charged. Please see the fee in the check out process.
Do you offer payment security?
To give you even more confidence in shopping online with Cosmo Medical Supplies, we use 3-D security programs Verified by Visa or Mastercard SecureCode. This service protects your existing credit card account from unauthorized use when you shop with us.
How much duties and taxes will I have to pay?
All prices displayed are exclusive of any domestic taxes and duties. So once your order arrives at its destination you may, as the importer, be required by your local authorities to pay all import duties, customs and local sales taxes levied by the country you are importing to – in order to release your order from customs. This is the responsibility of the importer and we recommend you to contact your local customs authorities to determine a landed cost price prior to purchase completion.
IMPORTANT: Please note, if you place an order within the EU you do not pay taxes and duties as long as you have a valid VAT number.
DELIVERY & RETURN
How often do you ship?
We ship daily from Monday to Friday. Orders received on weekends will be shipped the first following working day.
Which countries does Cosmo Direct Supplies ship to?
We ship to most countries world wide. When creating an account, you can see if we ship to your country. If the country does not appear on the list please contact our customer service.
Which courier company do you use to ship the order?
We use DHL Express and all shipments are shipped with Express service so they arrive within 3-5 days from date of dispatch and we provide our customers with a tracking number.
How much does shipping cost?
Shipping cost will be calculated specifically according to the weight and volume of the package for your desired shipping destination. The shipping cost will be visible on your order when you check out and before you confirm the order.
How can I track my order and is the package insured?
Same day as we ship your order, you will receive a tracking number enabling you to follow your consignment online from departure of our warehouse till arrival at your desired destination. All purchases are insured against theft and accidental damage whilst in transit from Cosmo Medical Supplies to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered. To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery.
My package is delayed – what can I do?
The maximum delivery time is sixty (60) working days, as established by law. However, it is very unusual that a delivery will take more than 1-3 working days in Europe. If a package is delayed or misses a scan we will open a case at our forwarders but we cannot resend or refund a package until after the sixty (60) working days.
My package has been suspended for customs duties – what can I do?
Please note, it is the responsibility of the importer (customer) to know the rules and regulations of a country. If a package is stopped in customs, we advise you to contact your local customs office and either try to have the package released or reject it and have it resend to us. Once we receive the returned package, we will either resend the package or refund the amount of the products. Please note we only make a refund if we receive the returned package – we do not take responsibility for seized goods.
Can I pick up my order in your warehouse?
It is unfortunately not possible to pick up orders in our warehouse in Lisbon.
Can I return or exchange an item?
Yes, you can return within 8 working days, as long as the reason falls under one of the following conditions: The product contains manufacturing defects, the product was damaged upon arrival or the wrong product was delivered.
IMPORTANT: Please contact our customer service before returning the products.
Will I be refunded the full value of my order?
Your refund will be issued to the original credit card used to place the order. Shipping costs are not refunded. Please note that refunds can take up to 30 working days to show on your account due to varying processing times between payment providers. Contact your bank if you need to speed up the process.
COMPANY INFORMATION & CONTACT
When is customer service & the live chat open?
Please contact us by email or via our live chat from Monday to Friday: 09:00AM to 16:00PM (CET).
You can also contact us via WhatsApp (+351 93 508 5961) from Monday to Friday: 09:00AM to 16:00PM (CET).
Do you have distributors in my country and can I become a distributor for you?
We only sell products through our online store and we unfortunately don’t work with distributors in the individual countries.
Do you have other companies or websites?
We have a company address in Portugal and we only have our online store www.cosmodirectsupplies.com. Any other variations of our domain or company name are not affiliated with us.
Do you have sales representatives that sell through WhatsApp?
We don’t sell through WhatsApp and please note that we are very aware of fraudulent persons who use our company name and ask our customers to make bank transfers to them through WhatsApp. This is never affiliated with us.
Do you have bank accounts in other countries than Portugal?
Please note, we only have one bank account in Portugal (in different currencies) and we don’t have bank accounts in any other country. Should we change bank account details, for some reason, you will be notified through an official email from us. Please be aware of fraudulent e-mails and sudden changes – it can be phishing.
Do you comply with GDPR regulations?
We collect, process and store data in accordance with the EU General Data Protection Regulation (GDPR). Cosmo Direct Supplies gathers information about users and their visits in two ways:
#1. Use of cookies
The user provides information themselves (i.e. signing up for our newsletter or by creating an account)
The information stored will not be sold or used for any other purposes than ensuring the best service possible.
#2. Customer service
Email: info@cosmodirectsupplies.com
Phone: +351 93 508 5961