Returns & refunds

A clear process when an order is not quite right

Q: Can I return an item because I changed my mind?

Yes, provided the return is requested within 14 days and the item is unused, unworn, complete with tags and in its original packaging. Change-of-mind fees apply.

Q: How long does a refund take?

After the returned item is received, inspected and approved, Cosmoshop issues the refund to the original payment method within 10 business days. Payment-provider processing may take additional time.

You may request a return within 14 days of receiving your order. Please contact us before sending anything back so we can approve the request, provide the return instructions and correctly match the parcel to your order.

Start here

Choose the reason that best matches your request

Change-of-mind returns, order issues and warranty claims are handled differently.

Change of mind

You no longer want the item

Request the return within 14 days. The item must remain unused, unworn, complete with tags and in its original packaging. Change-of-mind fees apply.

Damaged or incorrect

There is an issue with the order

Contact us as soon as possible if the item is defective, arrives damaged or is not the product you ordered. Include your order number and clear photos so we can assess it.

Warranty

A fault develops after use

A warranty claim is different from a change-of-mind return. Please use our warranty process so the product can be assessed under the applicable manufacturer or Cosmoshop cover.

Return eligibility

What an approved change-of-mind return requires

Contact us within 14 days

The return request must be made within 14 days after you receive the order.

Unused and unworn

The item must be in the same condition in which it was received and suitable for resale.

Complete packaging

Include the original box, tags, accessories, manuals and any other supplied packaging.

Proof of purchase

Provide your Cosmoshop order number, receipt or another accepted form of proof of purchase.

Do not send an item back before approval.

Returns sent without first contacting Cosmoshop may not be accepted. Wait for our reply, return label and instructions before posting the parcel.

How to request a return

Five steps from request to outcome

Email us

Contact support@cosmoshop.co.nz within the return period.

Include details

Provide your order number, return reason and photos where relevant.

Wait for approval

We will review the request and send instructions if the return is accepted.

Pack securely

Return every included item in its original packaging using the supplied label.

Inspection

Once received, we inspect the item and confirm the approved refund or store credit.

Helpful information to include

Include your full name, order number, product name, reason for the request and photos of the product and packaging where there is damage, a defect or an incorrect item.

Fees and outcomes

How change-of-mind charges and refunds work

The charges below apply to approved change-of-mind returns. They do not limit any remedy available for faulty goods under New Zealand consumer law.

Situation	Fee or process	Outcome
Change-of-mind return	$20 fixed restocking fee per approved return. This includes return shipping.	Money-back refund or store credit, depending on the customer’s preference.
Original invoice over $200	The $20 fixed fee plus an additional fee equal to 10% of the original invoice total.	Money-back refund or store credit after inspection and approval.
Damaged, defective or incorrect item	Contact Cosmoshop immediately with photos so the issue can be evaluated.	The appropriate next step is confirmed after assessment and in accordance with applicable consumer rights.
Approved refund	Returned to the original payment method within 10 business days after approval.	Bank and payment-provider processing times may add additional time.

Your rights under New Zealand law remain unaffected.

The Consumer Guarantees Act may provide a right to a repair, replacement or refund where goods do not meet the legal guarantees. Change-of-mind fees and exclusions do not remove those rights.

Waiting for a processed refund?

After approval, please allow time for your bank, card provider or payment service to post the funds. Contact support@cosmoshop.co.nz if more than 15 business days have passed since Cosmoshop approved the refund.

Exceptions and exchanges

Items that cannot be returned for change of mind

Non-returnable change-of-mind items

Sale items
Gift cards
Special orders such as PRE-ORDERS
Personal-care or beauty products where applicable
Perishable products, hazardous materials, flammable liquids or gases where applicable
Items that have been worn, used, altered, damaged or returned incomplete

Exchanges

The fastest way to obtain a different item is to request a return for the original product. Once the return is accepted, place a separate order for the replacement product.

This helps prevent the replacement from selling out while the original parcel is travelling back to us.

Sale-item exclusion means change of mind only.

A sale price does not remove rights that may apply where an item is faulty, damaged, misdescribed or otherwise fails to meet the Consumer Guarantees Act.

Common returns and refund questions

Can I return an item because I changed my mind?

Yes, provided you request the return within 14 days and the item is unused, unworn, complete with tags and in its original packaging. The applicable change-of-mind fees will apply.

Does the $20 fee include return shipping?

Yes. The fixed $20 restocking fee for an approved change-of-mind return includes return shipping. Wait for Cosmoshop to provide the return label and instructions.

What happens when my order was more than $200?

For a change-of-mind return where the original invoice total exceeded $200, the $20 fixed fee applies together with an additional fee equal to 10% of the original invoice total.

Can I choose store credit instead of a refund?

Yes. Approved returns may be provided as money back or store credit, depending on the customer’s preference.

What should I do if an item arrives damaged or incorrect?

Contact support@cosmoshop.co.nz immediately. Include your order number and clear photos of the item, packaging and shipping box so we can evaluate the issue and confirm the next step.

Are warranty claims handled as returns?

No. A fault that develops after use may require a warranty assessment rather than a change-of-mind return. Please contact Cosmoshop and review our Warranty & Authenticity page.

How long does a refund take?

Once the returned item has been received, inspected and approved, the refund is issued to the original payment method within 10 business days. Your payment provider may take additional time to display the funds.

What applies to orders shipped into the European Union?

Merchandise shipped into the European Union may be cancelled or returned within 14 days without providing a reason, subject to the condition, tags, packaging and proof-of-purchase requirements stated in the refund policy.

Need to start a return?

Contact us before sending the item back

Include your order number and the reason for the request. Photos help us respond faster where an item is damaged, defective or incorrect.

Email support Warranty information

Disclaimer

Unless otherwise stated, Cosmoshop NZ is not owned by or affiliated with the brands it sells. All trademarks and brand names shown on our pages are the property of their respective companies, which retain all rights.

For brands where we are authorised dealers, we offer the manufacturer’s warranty. Otherwise, our default 1-year CosmoCare warranty applies.