Orders above $100 receive free shipping.
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Help & support
Buying discounted authentic products online can feel risky when the price looks almost too good. Our support page is here to make things simple: ask before you buy, get order help after you purchase, and reach real people if something needs attention.
What do you need?
Email is the most reliable way to contact us because it keeps your order details, product link, photos and our reply in one clear written thread. If you already purchased, include your order number, for example #HJ1234. For pre-purchase questions, send the product link or SKU so our team can check the exact item.
Ask about authenticity, source, packaging, warranty, model numbers, sizing, condition or whether a deal is suitable as a gift.
Ask a product questionNeed help with an order, delivery, pickup or an address issue? Send your order number, for example #HJ1234, and your best contact details.
Get order helpChange-of-mind returns and exchanges are not generally accepted after dispatch. Before dispatch, Cosmoshop may approve a cancellation and may deduct a cancellation fee of up to 3% where applicable. Exceptional post-dispatch returns must be approved in advance and may incur return shipping and the applicable restocking fee. Statutory consumer rights are unaffected. At least 1 year CosmoCare mechanical warranty for eligible watches, including flat battery support, unless the product is covered by the brand’s manufacturer warranty.
View returns & warrantyFor current office hours, pickup collection instructions, viewing appointments and directions within the building, use our dedicated office information page.
View office & pickup informationContact details
Email is the most reliable way to contact us because it keeps your order details, product link, photos and our reply in one clear written thread. Shopify Inbox is useful for quick questions, but for order help please include your order number in either channel. For urgent enquiries, use the phone number listed below during office hours.
Visiting or collecting?
Office address, physical office hours, pickup handover details and building directions are kept on one dedicated page so the information stays consistent.
View Office & Pickup InformationFaster support
Include the order number from your confirmation email, for example #HJ1234. If you have not bought yet, send the product link or SKU.
For damage, packaging issues or faults, attach photos of the product, packaging, labels and any visible issue.
Tell us whether you need a product check, delivery update, tracking help, return, warranty assessment, exchange or pickup information.
Use the same email as your order where possible. Add a phone number if the request is time-sensitive.
For cautious first-time buyers
Yes — it is normal to be cautious when branded watches, sunglasses or jewellery are discounted heavily. We built this page so new customers can find a real business name, clear support channels and straightforward next steps before spending money.
If a product page does not answer your question, email us with the link. We would rather help you verify details first than have you checkout while unsure.
FAQ
Yes. Send us the product link and ask what you need to know about source, packaging, warranty or product details.
Email is the most reliable way to contact us because it keeps your order details, product link, photos and our reply in one clear written thread.
Please include your order number, for example #HJ1234, when contacting us by email or Shopify Inbox. This helps us find your order faster and avoid delays.
Yes. Once you receive the ready-for-pickup email, the order can be collected without a pickup appointment. See Office & Pickup Information for current hours, reception instructions and directions.
Yes, but you must book an appointment in advance. See Office & Pickup Information for the current visiting rules and appointment link.
For shipped orders, a tracking number is always provided when we fulfil your order and is sent to you by email. Pickup orders do not receive a tracking number.
We aim to dispatch orders within 1–2 business days. All shipped orders are sent with NZ Post, and tracking is emailed when the order is fulfilled. After dispatch, delivery time depends on the destination, selected shipping option, rural/remote delivery requirements and NZ Post target delivery times. Pickup orders do not receive a tracking number.
Inspect your order when it arrives and email support immediately with your order number, photos of the packaging and photos of the product.
Email us before ordering with the product link, delivery suburb and target date. We will tell you what options are realistic.
Support hub
Send your question to support and we will route it to the right person: customer service, procurement, order fulfilment or watch support.