Shipping & Refund Policy

Cosmo Direct Supply carries a large stock of the most popular aesthetic products in our warehouse, allowing us to process and ship orders the same day your account is approved. Account approval may take up to 3 business days.

Orders placed before 12:00 CET will be shipped 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 following Monday.

Backorders

If not all products from your order are in stock, dispatch will usually occur within 3–5 working days, unless otherwise informed.

Courier, Tracking Number & Delivery Time

On the day your order ships, you’ll receive an email with your tracking number, allowing you to track your shipment from our warehouse to your delivery address.

All orders are shipped with a Portuguese international express carrier, and you can expect to receive your order within 7 business days from the shipping date. 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 Supply will have a minimum of 6 months remaining shelf life, except in special cases where you will be contacted before shipping.

Payment is processed upon checkout.

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

Unfortunately, warehouse pickups in Lisbon are not available.

Global Trade & Partner Fulfillment Facilities

Due to ongoing global trade tensions and import restrictions, certain countries may experience fulfillment through our partner facilities outside of Portugal.

If you receive a tracking number from one of our logistics partners and notice no immediate update, please do not worry — it typically takes 4–5 business days for our partners to receive and process your goods.

Once your order is reshipped from the partner facility, accurate tracking updates will appear, and turnaround time is usually 1–2 business days for final delivery.

Lost Parcels & Delayed Shipments

In rare cases, delivery within Europe may exceed 1–3 business days.
If a package is delayed or misses a scan, we will initiate an investigation with our logistics team.
However, we cannot resend or refund a package until 60 business days have passed for EU shipments.

Packages Suspended in Customs

The importer (customer) is responsible for understanding the import rules and regulations of their country.

If a package is held in customs, we recommend contacting your local customs office to have it released or rejected and returned to Cosmo Direct Supply.

Once the package is received back at our facility, we will refund the value of the products.
Please note: refunds are only issued for returned packages — we do not take responsibility for seized goods.

Return policy

Cosmo Direct Supply accepts returns within 7 business days of notification from receipt of the product if one of the following applies:

The product contains manufacturing defects
The product was damaged upon arrival
The wrong product was received

If any of these conditions apply, please contact us by email or call our client service team. We will arrange a pickup and resolve the issue promptly.

You will be offered either a replacement or a 100% refund for the returned products.
Refunds will be processed via the original payment method.

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

Until return instructions are provided, please store products according to the manufacturer’s temperature and storage guidelines.

Refund

Refunds are issued to the original payment method used for purchase.
Shipping costs are non-refundable.

Please note that refunds can take up to 30 business days to appear on your account due to varying processing times between payment providers.
If you experience delays, please contact your bank or payment provider for more information.