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Customer Care
We’re committed to providing you with exceptional support. Whether you have questions about our products, orders, or shipping, our Customer Care team is here to help. Your satisfaction is our top priority, and we aim to respond quickly and efficiently to every inquiry.
Product information
What does "Cosmos Organic certified" mean?
The Cosmos Organic certification guarantees that a product meets strict international standards for organic and natural cosmetics. This includes sustainably sourced ingredients, environmentally friendly production, no GMOs, and a high percentage of organic content. It ensures transparency and trust in the quality and origin of the product.
Where are your products manufactured?
It depends on the product, but most of our products are designed in France and manufactured in the EU in certified facilities in Europe, ensuring optimal quality and safety.
Are your products environmentally friendly?
Yes, for most of the products, we prioritize sustainable materials and processes.
Shipping, Delivery, & Tracking
Where We Ship
Fashion & Accessories:
We currently ship to 43 countries worldwide, including the European Union, the United Kingdom, the United States, and other markets. See the map
Skincare Products:
We currently ship to the European Union, the United Kingdom, and the United States only.
Is my order protected during shipping?
Yes! We offer shipping protection through Route, so your package is covered in case it is lost, stolen, or damaged during transit. You can add this protection at checkout for a very low cost.
What are the different types of shipping you offer and what are their delivery times?
We offer several shipping options, including standard delivery or express delivery,. Delivery times vary depending on the shipping option selected and your delivery location. For more information, please visit the “Shipping” section on our website.
What is the estimated delivery time for items?
Delivery times vary depending on the product and location. You will receive a tracking number after your purchase.
Can I track my order?
Once your order ships, you’ll receive a tracking link via email to monitor your product’s journey to your home.
What should I do if my product arrives damaged?
Please contact us within 48 hours of delivery, and our team will assist you with a replacement or repair at no additional cost.
Do you have a physical store where I can view items?
Currently, we are online-only, but we offer detailed images, videos, and virtual view options to help you make informed choices.
Care, Maintenance
What is the difference between an organic and natural product?
Organic products are certified by regulatory bodies and must meet strict growing and manufacturing standards. A “natural” product, on the other hand, may contain ingredients of natural origin but does not require certification. Thus, all organic products are natural, but not all natural products are organic.
How should I store my skincare products to keep them effective?
Store your skincare in a cool, dry place away from direct sunlight. For natural or organic products, refrigeration can help prolong shelf life. Always close the lid tightly after use.
How should I wash and care for your clothing and merch items?
We recommend washing inside out with similar colors on a gentle cycle at 30°C. Avoid bleach and tumble drying. Hang dry to preserve the fit, print, and fabric quality.
Can I machine wash merch like printed tote bags or caps?
For printed items, we suggest hand washing with mild detergent and air drying to prevent fading or damage to the design.
Returns, Exchanges, & Additional Support
Can I return or exchange a product item after purchase?
Yes, we offer a 14-day return policy. Please ensure the item is in its original condition and packaging for a full refund.
Is financing available for larger purchases?
We offer several financing options with partners program to help you make large purchases more manageable.
Are the colors shown on your website accurate?
We make every effort to show colors accurately, but slight variations may occur depending on your screen settings.
What if I have a specific question about the product that isn’t listed here?
Our customer service team is happy to help. Please reach out to us directly for any questions or special requests.
Do you offer discounts for bulk orders?
Yes, we offer bulk discounts for large orders. Contact our sales team for more details on pricing and customization options.
Still Need Help?
Our Customer Care team is ready to assist you. Start a chat and get answers instantly.
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