Returns, Exchanges & Refunds

Change-of-mind returns

For an eligible change-of-mind return, you must contact us within 14 calendar days of receiving your order. After we issue return instructions, the item must be handed to the return carrier within 7 calendar days unless we agree otherwise.

To qualify, the product must be:

• unworn and unused, other than reasonable inspection or a brief fit check;
• in brand-new, resaleable condition, with no scratches, marks, scents, dirt or other signs of use;
• returned with all original tags, packaging, manuals, warranty cards, accessories and components supplied with it;
• returned with protective films, seals and stickers intact where reasonably possible;
• unmodified, unaltered and not personalised; and
• supported by proof of purchase.

Because change-of-mind returns are a voluntary service, Cosmoshop may decline a return that no longer meets these conditions. Eligible change-of-mind returns are also subject to the return-shipping and restocking-fee rules below. These conditions and fees do not apply in the same way to a qualifying faulty-product claim.

Product-specific return conditions

Items not returnable for change of mind

• Products clearly marked Final Price, Clearance, or otherwise stated as not eligible for change-of-mind returns.
• Special-order or individually sourced products that are not sold under our standard Pre-Order terms, where non-returnability was clearly disclosed before purchase.
• Engraved, resized, customised, modified or specially configured products.
• Optical frames fitted with prescription lenses.
• Pierced jewellery after sealed hygiene packaging has been opened or the item has been worn.
• Gift cards, except where a refund is required by law.
• Products that have been worn, used, damaged, altered or returned incomplete.

A normal promotional or sale price does not by itself remove change-of-mind eligibility unless the product is specifically identified as Final Price, Clearance, or otherwise non-returnable for change of mind.

Return shipping and change-of-mind fees

For a voluntary change-of-mind return, the customer is responsible for return shipping. You may use your own tracked service or, where available, request a Cosmoshop return label. If we provide a paid return label, its stated cost may be deducted from the refund or charged before the label is issued.

In-stock products

For an eligible change-of-mind return of an item that was sold as in stock, the following restocking fee applies to the price actually paid for the returned item, excluding delivery charges:

• $100 or less: no restocking fee.
• Over $100 and up to $400: 20% restocking fee.
• Over $400: 10% restocking fee.

The applicable restocking fee will be deducted from the approved refund. Return shipping is charged to the customer separately.

Pre-order products

For an eligible change-of-mind return of a product sold as Pre-Order, a flat 20% restocking fee applies to the price actually paid for the returned item, excluding delivery charges. Return shipping is also charged to the customer.

If the product is already in your possession, it must be shipped or returned to Cosmoshop before we can process a change-of-mind refund or send an exchange replacement. For voluntary returns, the refund is processed only after the returned product has been received, inspected and approved. For voluntary exchanges, the replacement is dispatched only after the original product has been returned and the exchange requirements have been confirmed.

Original delivery charges are not refundable for change of mind. For a voluntary exchange, the customer is also responsible for any applicable cost of sending the replacement item.

If the return is required because Cosmoshop supplied the wrong product, or because the product has a qualifying fault for which return costs must be covered under applicable consumer law, Cosmoshop will arrange or reimburse reasonable return shipping as appropriate. The voluntary change-of-mind restocking fees above do not limit any non-excludable statutory remedy.

Exchanges

Eligible change-of-mind products may be exchanged within the same 14-day request period, subject to stock availability and the return-condition requirements above.

• If the product is already in your possession, it must first be returned to Cosmoshop. We will not dispatch the replacement item until the original product has been returned and accepted for exchange.
• If the replacement costs more, the price difference and any applicable exchange shipping cost must be paid before the replacement is dispatched.
• If the replacement costs less, the difference will be refunded to the original payment method after the returned product is accepted and before, or at the time, the replacement is dispatched.
• All applicable price and shipping differences must therefore be settled before the exchange is completed.
• We do not reserve exchange stock until the return arrangement is confirmed.

Pre-orders

A pre-order is a product Cosmoshop obtains from a distributor or supplier specifically after your purchase is confirmed.

• A customer-requested cancellation or return because of change of mind is subject to a flat 20% restocking fee calculated on the price paid for the pre-order item.
• If the pre-order has already been dispatched to you or is already in your possession, return shipping is charged to you and the item must be returned to Cosmoshop before an approved refund can be processed.
• The product must still satisfy all applicable change-of-mind return-condition requirements in this policy.
• If our supplier cannot fulfil the order, Cosmoshop will provide a full refund and no change-of-mind restocking fee applies.

These charges apply to customer-requested change of mind only. They do not remove rights that may apply if the supplied product is faulty, materially misdescribed, incorrectly supplied or otherwise fails an applicable consumer guarantee.

Ex-demo, display and previously opened products

Where a product is sold as ex-demo, display stock, customer-return stock or otherwise previously opened, any known cosmetic marks, packaging condition or other material issue should be disclosed before purchase. A change-of-mind return may be excluded where this is clearly stated on the product page.

A disclosed condition does not remove rights relating to a separate fault or problem that was not disclosed and is otherwise covered by applicable consumer law.

Faulty, damaged, misdescribed or incorrect products

If you believe your product is faulty, damaged, materially different from its description, or you received the wrong item, contact support@cosmoshop.co.nz with your order number and a description of the issue. Clear photos or video are helpful where available.

For shipping damage or an incorrect item, contacting us as soon as reasonably possible helps us investigate the issue with the carrier or supplier. A failure to report the issue within the voluntary 14-day change-of-mind period does not by itself remove any statutory rights you may have.

We may need to inspect or test the product, or arrange assessment by the relevant distributor, manufacturer, authorised service agent or technician, before confirming the appropriate remedy.

Problems that can be remedied

Where applicable consumer law allows the supplier an opportunity to remedy the problem, Cosmoshop may arrange an appropriate repair, replacement or other remedy within a reasonable time.

Serious or substantial problems

Where a failure is serious or substantial, or where a problem is not remedied within the period required by applicable law, you may have additional rights to reject the product, obtain a refund or replacement, or seek other remedies. The remedy available depends on the circumstances and applicable law.

Problems caused after delivery

A statutory or warranty remedy may not apply where the problem was caused by matters such as accidental damage, misuse, normal wear and tear, unauthorised repair or modification, improper water exposure, failure to follow instructions, or use outside the product's stated specifications.

If an assessment finds no qualifying product fault, Cosmoshop will discuss any chargeable repair, assessment or return-shipping cost with you before carrying out further chargeable work.

How to start a return or exchange

1. Email support@cosmoshop.co.nz with your order number and the reason for the request.
2. For a damaged, faulty or incorrect product, include clear photos or video where available.
3. Wait for the return address, label options and packing instructions before sending the item.
4. Pack the product securely with all items required for the type of return.
5. If the item is in your possession, return it to Cosmoshop before a refund can be processed or an exchange replacement can be dispatched.
6. For exchanges, settle any applicable price and shipping difference before the replacement is dispatched.
7. Keep the tracking number until the return or exchange has been completed.

Auckland drop-off

Returns may be dropped off by prior arrangement at:

Cosmoshop NZ
Ground Floor, Regus, Office 134
155 Fanshawe Street
Auckland CBD 1010, New Zealand

Please arrange the drop-off with Cosmoshop first. Regus reception is separate from Cosmoshop and cannot approve, inspect or decide a return or warranty claim on our behalf.

Refund timing

For an approved voluntary return, Cosmoshop will normally initiate the refund to the original payment method within 5 business days after the return has been received, inspected and approved. Your bank, card issuer, Afterpay or other payment provider may take additional time to make the funds available.

Refunds or other remedies for statutory consumer claims will be handled in accordance with applicable consumer law.

Warranty claims

Manufacturer warranties and Cosmoshop warranties are additional to any non-excludable consumer rights. A manufacturer's written warranty expiring does not necessarily mean that all consumer-law rights have expired.

See our Authenticity & Warranty page for warranty-specific information.

International orders

Cosmoshop currently ships to New Zealand and Australia. Mandatory consumer rights that apply to a particular transaction are not excluded by this policy. For Australian consumer purchases, this includes applicable rights under the Australian Consumer Law.

Last updated: 29 August 2026.