Customer Service FAQs

Click on a question below to find the answer. If you don’t find the answer you are looking for please email enquiries@kosmea.com.au for assistance.

 

How do I make an order online?

Your shopping cart:
When you are shopping on Kosmea and an item/s is added to your shopping cart, it saves and holds the products you wish to purchase while you are still shopping.
Your shopping cart also lets you:
• Remove an item from your cart:
To remove an item from your shopping cart simply click on the red X button and it will automatically update your order.
• Update your quantity:
To update the quantity of products you would like to order, type your new quantity in the “quantity” box, or use the arrow buttons, and then click on “update cart”. Your order will then automatically be updated with the new order quantity.
• Proceed to checkout:
Once you have finished shopping, proceed to checkout and follow the prompts through our secure payment gateway.
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Which payment methods do you accept?

Kosmea accepts payment for goods by credit card and via PayPal. The credit cards we accept include:
• VISA
• Mastercard
• American Express

How do I log-in?

Simply create a username and password when you are shopping on Kosmea. The next time you shop with us, enter in your username and password so that you don’t have to fill out your address details again. Easy! If you would like to log in now, click here

How do I reset or change my password?

To change your password you can click on the Account Details link in your my account dashboard after logging in.
To reset your password if you have lost or forgotten it, click on the Lost your password link when logging in and enter your username or email address. You will receive a link to create a new password via email.
If you are having trouble please email enquiries@kosmea.com.au or call 1300 130 320 and a Kosmea team member will help you to reset your password.

How do I apply a coupon code?

At the shopping cart you can enter a coupon code and click Apply Coupon.
You can also enter a coupon code at the checkout page by clicking the option to enter coupon code and apply coupon.

Please make sure your coupon has been applied to your order before clicking the final place order button.
Only one coupon can be used at a time.

When will I receive my order?

Please refer to our Shipping Information page for more details depending on what country you are shipping to.

What if a product I want to purchase is out of stock?

If a product is showing as Out of Stock this will only be temporarily and the product will be back in stock ASAP. We apologise for any inconvenience this may cause you and recommend that you sign up to receive our email newsletters for updates on products.

How will my order be sent?

All our orders are sent via Australia Post.

Can I track my order?

After you have placed an order you will receive an email notification with an order number and a confirmation of your order and payment. You will also receive an email when your goods have been despatched from the Kosmea warehouse with information on tracking your order. You can also email orders@kosmea.com.au quoting your order number and a Kosmea team member will assist you with tracking your order.

Can I only order Kosmea products online?

You can purchase our products from one of our many stockists. Please search your postcode here for a list of stores stocking Kosmea products. We are also happy to take your order over the phone on 1300 130 320.

I need to change or update my personal information

It is important that you notify us if your personal details change so we can ensure accurate processing and delivery of your order. You can change or update your personal information at any time by logging into your account here.

Can I change or cancel my order?

Please contact us ASAP if you need to change or cancel your order at orders@kosmea.com.au quoting your order number.

Can I return or exchange my order?

Please see our Returns & Refunds Policy.

Why can't I puchase some products?

Unfortunately, the following products are not available for purchase in European countries purchasing with the Euro:
• Facial Cleansing Wipes
• Five Minute Facial™ Muslin Cloth
• Mum and Baby Collection

How can I speak with someone in person?

You can call us on 1300 130 320 or send us an email to enquiries@kosmea.com.au.

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