SHIPPING

Your Order
Orders will be shipped with handling time of 1-2 business days (Saturday, Sunday and Public Holidays excluded) after payment has been cleared. Please ensure your shipping address is correct.
All items will be checked, handled with care, wrapped with protective materials and well-packed in boxes before sending out. A Packing Slip listing the products and quantities will be included inside (this will not include the price).

Tracking Number
All orders are shipped from Hong Kong via UPS / registered airmail with a tracking number. We will upload the tracking number to Qoo10 for your information.

• -UPS: www.ups.com
• -Hong Kong Post Registered Airmail: www.hongkongpost.hk/en/mail_tracking/

Delivery Time
Delivery from Hong Kong to Singapore / South Korea / Malaysia will take 2-3 business days by UPS & 5-8 business days by registered airmail. Please be aware that the above are for reference only and there may be delays due to peak season, custom clearance, remote areas, postal strikes and/or unexpected weather conditions, etc. We appreciate your patience and understanding in this matter. Please contact us if you do not receive your order after the ETA period.

Order Cancellation
If you would like to cancel your order after it has been placed, please contact our Customer Service team by QPost within 1 hour. However, if the order is processing or has been dispatched, we regret that it cannot be changed or cancelled.
Occasionally (but very rarely), order(s) or parts of an order may need to be cancelled or put on hold for various reasons such as; invalid shipping address, payment verification issues, item(s) not available, etc. Our Customer Service team will contact you if your order has been put on hold.

Incorrect Address/Refused/Unclaimed/Undelivered and Returned Shipments
Please note that if your order is sent but then returned to us due to Incorrect Address/Refused/Unclaimed/Undelivered or Uncollected reasons, upon receipt we will deduct 20% of the total value as restocking & handling fee and refund the remaining amount. If you would like us to re-send your returned order again, a payment of 15% of the total value is required as re-shipping & handling fee. Please contact our Customer Service team to follow-up.

Custom Duties/Taxes
Please note that ALL custom/import duties, taxes and related charges are NOT included in the order. These charges are the Buyer's responsibility. Please check with your country's customs authority to determine if there will be additional costs prior to bidding or buying. If your order is refused due to these reasons, we will deduct all charges related to customs and shipping plus 20% of the total product price as restocking & handling fee.

Order Issues or Any Concerns
We strive for 5-star positive feedback and customer satisfaction! If you have any enquiries, please contact us and we will be happy to help solve any problems you encounter.

PRODUCTS

100% Brand New and Genuine
All our products are 100% Brand New and Genuine. We never sell imitations or used products. With over 10 years' experience in the beauty industry, together with our Group's offices, warehouses and partners in Hong Kong, Taiwan, Singapore, Japan, Korea, Australia, United Kingdom, France and United States, we source health & beauty products directly from manufacturers and suppliers all over the world to offer great discount prices (up to 70% off recommended retail prices) straight to you!

Quality Management & Control
We have our in-house QC teams to check and ensure all products are in good condition. All products are handled with care and kept in excellent storage. We provide climate controlled storage for all items (i.e. air-conditioning, humidity control). We understand how important all these are to the beauty business. Our standard for quality is uncompromising. Freshness is also guaranteed.
Awards: ISO 9001:2008 Certification

Difference in Packaging/Version
Since we source products directly from manufacturers and suppliers all over the world, there may be some slight differences between packaging and version e.g. a product sold in Europe may have different retail packaging to the same product sold in Asia-Pacific, but the content and size are the same. 100% Genuine is guaranteed.

Color Difference
There may be a slight variation/difference in color between the item photo and the actual product you receive due to lighting, computer monitor display settings, etc. We will try our best to provide clear product description and include the shade/color (name and number) of cosmetics product if available. However, we cannot accept cases or disputes for these reasons.

RETURN POLICIES

• -The Buyer must contact us within 30 days of receipt and must follow our return policies and procedures for all returns.
• -Returns sent back without authorization will NOT be handled.
• -The returned merchandise must arrive in new, unused and re-saleable condition, including ALL original packaging and Packing Slip(s). The QR-Code label(s) MUST be stuck on.
• -The Buyer is responsible for the shipping cost to return the product.
• -All returns must have a tracking number.
• -After we have received your returned item, we will check it and process the refund to your Qaccount. Any shipping costs will not be refunded. Please allow 5-10 business days for us to process your returns case.
• -Due to health & hygiene reasons, we do not accept returns/exchange on any opened or used products.
• -Please note that we do not accept returns or refunds for any Early-Expiry/Outlet/Clearance items, or any products we list as Non-Refundable. Please check and place these orders carefully.
• -Fragrances, perfumes, aerosols and products with a flammable label are considered as Dangerous Goods (DG) and therefore cannot be returned due to logistic restrictions. Please check these orders carefully.

Policies regarding Broken or Defective Items

• -When you receive your order, please inspect your items carefully. If you receive any broken/defective item(s), please contact the delivery company and contact us immediately (within 48 hours of receipt).
• -Do not discard the box, shipping label, packing slip or the broken/defective item(s). Take photos of these and send them to us via QPost with your order number within 48 hours of receipt. Our Customer Service Team will get back to you as soon as possible.

ABOUT US

Your Online E-Beauty Destination!
COSME-DE offers more than 300 world-class beauty brands, including Estee Lauder, Lancome, Biotherm, Clarins, Clinique, Dermalogica, Guerlain, Kiehl’s, Sisley, SK-II, Shiseido, Sothys, Valmont. With over 10,000 products, we are your Online E-Beauty Destination for skincare, makeup cosmetics, fragrances, body care, hair care & styling, beauty supplements and gift sets, all offered at the lowest prices! What's more, we offer FAST & FREE shipping, dedicated customer service, 30-DAY Money-Back Guarantee (return policies apply) and continuously work closely with business partners to offer attractive promotion campaigns like daily deals & time sales!

We hope you enjoy shopping at our online store with satisified shopping experience!!