Shipping & Refund Policy

Cosmo Direct Supplies carries a large stock of the most popular aesthetic products in our warehouse and we are therefore in a position to service and ship your order the very same day as we approve your account with us. Our approval of your account will take a maximum of 3 business days.

Orders placed before 12:00 CET will be shipped out the same day.

Orders placed after 12:00 CET will be shipped the following business day.

Orders placed Friday after 12:00 CET will be shipped the first coming Monday.

Backorders

If we do not have all the products from your order in stock, the dispatch will usually be 3-5 working days later unless otherwise informed.

Courier, tracking number & delivery time

The same day your order is shipped, you will receive an email with a tracking number, allowing you to track your package from the moment it leaves our warehouse until it reaches your designated shipping address.

All orders are shipped with a Portuguese international shipping carrier using express service. You will receive your order within 7 business days from the shipping date, and we provide a tracking number for all shipments.

Shipping costs will be clearly stated for approval at checkout. For international orders, you are considered the importer and are responsible for any applicable local import duties or taxes upon arrival in your country.

Most products shipped by Cosmo Direct Supplies will have a minimum of 6 months remaining shelf life, with some exceptions where we will contact the customer before shipping.

Cosmo Direct Supplies will not process payment for any goods until the day they are shipped from our warehouse.

We are not responsible for delivery errors resulting from incorrect addresses provided by customers or changes made during transit.

Unfortunately, order pickups from our warehouse in Lisbon are not available.

Lost parcels & delayed shipments

Unusually, delivery will take more than 1-3 business days in Europe. If a package is delayed or misses a scan we will start a case at our logistics team, but we cannot resend or refund a package until after the sixty (60) business days for the EU.

Packages that have been suspended in customs duties

Please note it is the responsibility of the importer (customer) to know the rules and regulations of a country. If a package is stopped in customs we advise you to contact your local customs office and either try to have the package released or reject it and have it resent to Cosmo Direct Supplies. Once we receive the returned package we will refund the value of the products. Please note we only make a refund if we receive the returned package – we do not take responsibility for seized goods.

Return policy

Cosmo Direct Supplies accepts any products returned within 7 business days of notification from receipt of the product as long as the reason falls under one of the following conditions:

The product contains manufacturing defects

The product was damaged upon arrival

The wrong product was received

If any of the above conditions apply; please contact us by email here or call our client service at the phone and we will resolve the situation and arrange pick up of the goods for return.

In case of returned goods, you will be offered either replacement of goods or a 100% refund of the products returned. Your refund will be processed via the same method of payment originally used for the purchase.

No returns will be accepted after 5 days of receiving shipment.

Until you have received return instructions from us please hold the products according to the manufacturer’s temperature and storage condition.

Refund

Your refund will be issued to the original payment method used to place the order. Shipping costs are not refunded. Please note that refunds can take up to 30 business days to show on your account due to varying processing times between payment providers. Contact your bank if you have any inquiries regarding the process.