FREE SHIPPING & RETURNS FOR ORDER OVER £20     DISCREET PACKAGING
FREE SHIPPING & RETURNS FOR ORDER OVER £20     DISCREET PACKAGING

FAQ

The following links will help you find information with regards to any questions you have throughout the whole order process. If, however you have any question or query that has not been answered then please do not hesitate to contact us and we will ensure that a representative will come back to you shortly.

Contact details:


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)

Placing an Order

You may select the product that you wish to order by clicking on the “Add to Cart” button within the product detail page. After you have made your selections, please click onto the Shopping cart icon in the right-hand corner of the screen to begin the checkout process. Once in the cart you may add a valid promotional code, select a shipping method, and enter shipping and billing information to complete the order.

Shortly after completing the transaction, you will receive an order confirmation by e-mail. If you do not receive an e-mail in 20 minutes or if you’re still having difficulty placing the order, please contact us.


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)

Prices & Tax

All prices quoted on our stores include the relevant VAT based upon the product. Most goods will include 20% VAT

How do I Place a VAT Exempt Order?

We only provide a VAT exempt order for customers who have a Valid EU VAT number or for those customers that live in a VAT Exempt country such as the Channel Islands.

When will my items ship?

Typically, within 2-3 working days. If, however the next day shipping has been selected before the cut off time then you will receive the next working day after that.

Will Items in my order ship separately or together?

This will depend on the items purchased as some items are delivered directly to you by our suppliers. Details of this will be included on your order confirmation. If in doubt, please contact customer service and we can advise.


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)

I received my order in more than one shipment, am I being charged extra for shipping and taxes?

No, you will only be charged for the amount noted in your cart at the time of purchase.

When can I expect to receive my order?

This will depend on the items purchased as some items are delivered directly to you by our suppliers. Details of this will be included on your order confirmation. If in doubt, please contact customer service and we can advise.


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)

Can I add items to my order before it ships?

Additional items can be added to your order prior to shipping. Please contact our customer Product(s) Text or Images team if you wish to do this.


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)

My promotional code isn’t working

If your promotional code is not working it could mean that your code may have expired, or not valid for the goods that you have in your cart, if you believe there is a problem please contact customer service and we will assist you.


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)

What is our Secure Shopping option?

We take security very seriously. All credit card and personal information is encrypted, utilising Secure Sockets Layer (SSL) server technology before being transmitted over the internet. All personal information that you provide during the shopping process is encrypted for your protection and only used in accordance with our privacy policy. You shouldn't have to pay anything if unauthorized charges are made to your credit card, as a result of shopping at our store. Under the Fair Credit Billing Act, your bank cannot hold you responsible for more than £50.00 of fraudulent charges. If your bank does hold you liable for any of this £50.00, we will cover your liability up to £50.00 GBP. In the event of any unauthorized use of your credit card, please notify your credit card provider in accordance with its reporting rules and procedures.

Can’t find what you are looking for?

If you can’t find what you’re looking for and have a product suggestion, then we will be keen to know. Please submit your request to:

Contact Details 


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)

How do I View my Invoice?

If you have created a store account this will provide you with the facility to review your invoice. In addition to this, the invoice will be emailed on the order. A copy of the invoice can also be requested by contacting our customer service department.

Contact Details 


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)

How to Change My Pending Order

Should you wish to change your pending order you have 24 hours to do so by contacting our customer Product(s) Text or Images department. Please note that we cannot guarantee that your order can be changed once it has been processed through our system. Customized items cannot be cancelled or changed once your order has been placed.

Contact Details


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)

Is my Package Lost?

If you have checked your on-line status of your delivery and your timescale has passed, we ask you also to check that your package has not been left on your premises or with a neigRomance Brandsur. If you still have not received your package, then please contact our customer Product(s) Text or Images department.

Contact Details


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)

I Have a Missing Item in my Order

If you have received an order and it was missing an item(s) please check that this item is not being shipped directly from another supplier. This can be done by checking the information on the delivery note. If, however the product is on the delivery note yet you have not received it, then please contact our customer service department.

Contact Details


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)

Bad Weather Delivery Delays

Your order could be delayed due to certain bad weather conditions that may be experienced at any time. If your order is more than 2 days late in bad weather conditions, then please contact our customer Product(s) Text or Images department.

Contact Details


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)

Seasonal Delivery Delays

Please ensure that all product required for Christmas is ordered well in advance as delays can occur with shipment due to courier trading times around this busy period. If your order is more than 3-4 days late around this period, then please contact our customer service department.

Contact Details


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)

Site Issues

Should you experience any problems with our site whilst ordering or simply browsing then please contact our customer Product(s) Text or Images with any relevant information surrounding the problem.

Contact Details


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)

Complaints

Your views are very important to us as we strive to ensure that all our customers receive the best possible shopping experience. If however, you are unsatisfied with your experience then please contact our customer service department.

Contact Details=


Email: customerservice@cosmosutra.com

Our representatives are available Monday - Friday between 9 AM and 5:30 PM (GMT)