Thank you for shopping at Cosmarto Store. We want you to be completely satisfied with your purchase. If you are not satisfied with your order, we offer a straightforward returns and refunds policy to ensure your peace of mind. Our team is dedicated to ensuring your complete satisfaction and we will work diligently to resolve any concerns you may have.
Exchange Or Cancellation
All of our products are custom-made. If you wish to amend your order, please contact us as soon as possible. We will not be responsible for any information wrong if you don’t provide us within 12 hours. After 12 hours, your order has already been placed in production and can no longer be modified. Buyers assume all risks when choosing the wrong style and size of their purchase, no return or refund is accepted in this case.
Lost Orders
If an order is lost in transit, we will dispatch a replacement to you at our expense. You will be provided a tracking number and this is what we use to determine if an order has been lost in transit or delivered.
Mistakes in the missing address or wrong delivery address
If there are any errors in the missing address or you provide us with the wrong shipping address leading to unsuccessful delivery and return it to us, please contact us and we will solve the problem for you.
Eligibility for Returns
- The printed image is not clear.
- The printed image is not in the center.
- Package received wrongly against the order.
- Damaged due to delivery: torn, dirty…
- The order is not in the right size, color or style compared to the order.
- Other mistakes caused by us…
If the product you received has any of the above issues, please contact us via email or website with pictures of errors and your order number. We will refund or replace an item when the issue is verified to be correct.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. It must also be returned within 30 days from the date of delivery.
Return Process
To initiate a return, please contact our customer support team via email: [email protected] within 30 days of receiving your order. Please provide your order number and a detailed explanation of the reason for the return.
Our customer support team will guide you through the return process, including providing you with a return shipping address and any additional instructions.
You are responsible for the cost of return shipping, unless the return is due to our error or a defective item.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return is approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5-10 days. Please note that shipping fees are non-refundable.
Late or missing refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company. It may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Non-Returnable Items
Certain items are non-returnable for:
- You don't like the product printed according to our manufacturer's standards.
- You select the wrong size when ordering the product.
- The order is still within the specified maximum production and shipping times for the products. Please see our Current Production & Shipping Time to see our general lead time.
- If your order is lost due to an incorrect recipient address. Any request to change the address in case of reprinting will not be covered.
- The tracking status for your order shows “Delivered” but you claimed that you have not received the package.
- We do not assume responsibility for packages for which the courier company has made delivery attempts but was unable to successfully deliver.
Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process outlined above and place a new order for the desired item.
Damaged or Defective Items
In the rare event that you receive a damaged or defective item, please contact our customer support team immediately with photos and a detailed description of the issue. We will arrange for a replacement or issue a refund, depending on your preference and product availability.
We may require you to return the damaged or defective item at our expense. We will provide you with a prepaid shipping label or arrange for a pickup, depending on your location.
Changes to the Returns & Refunds Policy
We reserve the right to modify or update this Returns & Refunds Policy at any time. Any changes will be effective immediately upon posting on our website.
It is your responsibility to review this Returns & Refunds Policy periodically to stay informed about any changes.
Contact Us
If you have any questions or concerns about our Returns & Refunds Policy, please contact our customer support team at:
COSMARTO STORE
Email: [email protected]
Bussiness Day: Mon - Fri / 8:00 - 17:00 EST
Address: 2690 Valentine Ave #2a, Bronx, NY 10458, USA