Shipping & Refund Policy

Cosmo Direct Supplies carries a large stock of the most popular aesthetic products in our warehouse and we are therefore in a position to service and ship your order the very same day as we approve your account with us. Our approval of your account will take a maximum of 3 business days.

Orders placed before 12:00 CET will be shipped out the same day.

Orders placed after 12:00 CET will be shipped the following business day.

Orders placed Friday after 12:00 CET will be shipped the first coming Monday.

Backorders

If we do not have all the products from your order in stock, the dispatch will usually be 3-5 working days later unless otherwise informed.

Courier, tracking number & delivery time

The same day as your order is shipped you will receive a shipment email with a tracking number enabling you to follow your order from when it is picked up from the warehouse until it arrives at your desired shipping destination.

All orders are shipped with the nation’s acknowledged courier company DHL Express and with Express service. You will receive your consignment within 1-3 days from the day of shipping and we provide our customers with a tracking number.

Shipping cost will be stated clearly for approval at the time you check out of your shopping basket for the entire consignment. For international orders, you are the importer of the goods you procure from Cosmo Direct Supplies and are responsible for paying any local import duties or import taxes (if applicable) at the border of your import country.

Most products shipped by Cosmo Direct Supplies will carry a minimum of 6 months remaining shelf life with some exceptions where we will contact the customer before shipment.

Cosmo Direct Supplies will not at any stage withdraw payment for any goods until the very day the goods are shipping from our warehouse to you.

Cosmo Driect Supplies is not responsible for errors in delivery where the delivery address provided by the customer is wrong or where the customer has made changes during its transit.

It is unfortunately not possible to pick up orders in our warehouse in Lisbon.

Lost parcels & delayed shipments

Unusually, delivery will take more than 1-3 business days in Europe. If a package is delayed or misses a scan we will start a case at our logistics team, but we cannot resend or refund a package until after the sixty (60) business days for the EU.

Packages that have been suspended in customs duties

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 resent to Cosmo Direct Supplies. Once we receive the returned package we will refund the value of the products. Please note we only make a refund if we receive the returned package – we do not take responsibility for seized goods.

Return policy

Cosmo Direct Supplies accepts any products returned within 7 business days of notification from receipt of the product as long as the reason falls under one of the following conditions:

The product contains manufacturing defects

The product was damaged upon arrival

The wrong product was received

If any of the above conditions apply; please contact us by email here or call our client service at the phone and we will resolve the situation and arrange pick up of the goods for return.

In case of returned goods, you will be offered either replacement of goods or a 100% refund of the products returned. Your refund will be processed via the same method of payment originally used for the purchase.

No returns will be accepted after 5 days of receiving shipment.

Until you have received return instructions from us please hold the products according to the manufacturer’s temperature and storage condition.

Refund

Your refund will be issued to the original payment method used to place the order. Shipping costs are not refunded. Please note that refunds can take up to 30 business days to show on your account due to varying processing times between payment providers. Contact your bank if you have any inquiries regarding the process.