FAQS

All the products are produced strictly in accordance with the production procedures: quality inspection on the assembly lines and strict quality inspection for finished product. Only high-quality goods can leave the factory and all our manufacturer's factories. We have a QA team who tests your ordered products are functioning correctly before they are packed and sent to you. This is in addition to the normal quality assurance checks that all the goods have passed in the factory line. If you want to know about Return Policy, Please Check Our Return Policy.

Why did you refund my payment? If we returned your money to you and closed your order, it is most likely because we were unable to verify your payment, or the products you ordered are out of stock. In most cases, our customer service staff will contact you by phone or email to discuss the matter with you, but if we can not get in touch with you within 5 days after we receive your payment, we will automatically return the funds to you. It is our responsibility to ensure the safety of your money and purchase order. 
Possible reasons for refunding money are:

- PayPal account name and address does not match your order's shipping address, and there was no response when we try to contact you.  

- The products you ordered are out of stock (we usually keep our inventory stocked and updated), and there was no response when we try to contact you.

During the process of purchase, you will receive several emails from us. There will be an email confirming your order information. We will also email you the tracking number after we ship out your package. You also can log in your Coscosmos account to check status of all your orders. Log in. You can also contact with our online salesman or customer service representative to get assistance

Cancel Your Order before Payment

If you have not paid for your order, there is no need to contact us to cancel it. We receive hundreds of ‘test' orders each day which our members are using to quote certain cart contents and save the invoice for later reference.
We ignore all orders until a matching payment is received. So if you haven't paid, don't worry, we're not processing your order. You are under no obligation to follow through and pay for an order.  Note: If your order is staying more than one week you may not be able to "reactivate" it by sending payment, as prices, shipping rates and/or currency conversion rates may have changed. In this case, simply reorder your item.

Cancel Your Order after Payment

If you have already paid for your order and wish to cancel, please contact customer service as soon as possible.

Change Your Order after Payment

Please contact us and put the order on hold while you decide. This will stop the packing process so you still have a chance to make changes.
To add items to your order without canceling any previous items, contact us. There is no charge for this service.  Note: If the goods have already been delivered we cannot cancel or change the order. See returns and refund policy.

1. CANCELLATION BEFORE PAYMENT

If you have not paid for your order yet, there is no need to contact us to cancel it. We receive hundreds of “test” orders each day which our members are using to quote certain cart contents and save the invoice for later references.
We ignore all orders until a matching payment is received. So if you haven't paid, don't worry, we are not processing your order. 

If your order is staying unpaid more than a week, please note you may not be able to "reactivate" it by sending a payment, because the prices of the items may have changed as well as the shipping rates and currency may change. You may need to repeat the order with a new cart. 

2. WITHDRAWING AN ORDER AFTER PAYMENT 

If you have already paid for an order and want to cancel it, please contact us as soon as possible. 

If you are uncertain about something in your order and you wish to change it, please contact us and put the order on hold while you decide. This will stop the packaging process so you still have time to make changes.  If the package has already been delivered we cannot cancel or change the order. 

If you want to cancel an order because you are ADDING further products, but not canceling the previous items, simply contact us and we will process it, usually for no extra fees. 
If the order is in an early processing stage you may be able to change and cancel it. You can ask for a refund or keep your payment as a credit.

At coscosmos.com, we go to the extreme to ensure the safety of our customers' information. We do not store your payment information on the website. Payments made through Shopify Payments are processed by Shopify Company, It is considered to be secure and trustworthy. We also do not disclose your information to third parties. For more details, please see our privacy notice. It is safe to shop at coscosmos.com

Before returning items to us, please read and follow the instructions below. You can also contact our Customer Support, where our customer sales representatives will be glad to help you.
Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us. 
Coscosmos.com reserves the right to charge a handling fee on all returned products. 

General Returns

1. All returns must be sent back within 7 days of receipt of the item. We only accept products in their original condition. Please note that we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to contact customer service via Coscosmos.com. After getting our confirmation, you may ship it back to us.  
 

2. Wrongly shipped products: For mis-shipped items (item shipped was not item ordered), once confirmed, we will be responsible for an item exchange and any shipping fees. If you so choose, you can also return the product and get a full refund plus the shipping and handling fee. 
 

3. Color Errors: If the color of the item received is not what was ordered, you are eligible for a full refund. (This does not apply if the color difference is caused by your display monitor)

For any particular product category, please refer to its return specific policy below:
 

Order Cancellation  
 

We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our dresses are made to order, and once the creation process has begun the materials cannot be reused.
 

The good news is that after placing your order, there is still time to make up your mind. Please refer to our cancellation policy below for details.
 

Our Cancellation Policy: 
1. Orders canceled within 24 hours of payment confirmation will be eligible for a full refund. 

2. Orders canceled 1-3 days after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price. 

3. Orders canceled after 3 days of payment confirmation will be eligible for a partial refund consisting of the full shipping cost. 

4. Once your order has been shipped, it can no longer be canceled.  If you would like to cancel your order, please contact our customer service team as soon as possible: mail@coscosmos.com

When you receive an email from Coscosmos.com titled “Payment Confirmation for Order#_______ with Coscosmos.com”, your payment has been confirmed.
 

Returning for Replacement and Refund  

Your satisfaction is of utmost importance to us. Upon the arrival of your package, we encourage you to check and make sure that the dress has been made to your order specifications. Try on your dress as soon as possible without removing the tags, altering, or washing it. 

If you are unhappy with your purchase and need to return an item back to Coscosmos.com for any reason, please follow the steps below: 
 

1. Contact Customer Service within 7 days of receiving your package.
 

2. Once your request has been processed by Customer Service, they will provide you with a Product Return Form that must be filled in and included with your return. 
 

3. Send your items to us as soon as possible once Customer Service has provided the form. Include the completed Product Return Form with your return.

Defective, Damaged or Mis-shipped Items

You are eligible for a refund of the full purchase price plus shipping costs for defective, damaged or mis-shipped items.
If you believe your items were damaged during delivery, you must first obtain "Proof of Damage" documentation from your delivery carrier. 

Sizing or Fitting Issues
 

As all of our dresses are hand-sewn and custom tailored, the finished gown may vary by approximately one (1) inch in either direction of the specified measurements. To ensure that your dress will still fit you perfectly, our tailors have created all our dresses with additional fabric in the seams to allow minor size modifications to be made easily.  

Dress is not the size you ordered 
 

If your dress size differs from the specifications of your order by more than one inch, please feel free to choose from the following options: 
 

1. You are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you for up to 100% of the product price in tailoring costs. If you choose this option, please remember to request a receipt from your tailor as a copy of it must be provided when requesting reimbursement.
 

2. You may use our modification service free of charge, with Coscosmos.com responsible for all shipping fees.
 

3. You may return the dress to us to receive a full refund. We will also reimburse you for the cost of return shipping. 

Dress Is The Size You Ordered but Does Not Fit 

If the dress does not fit properly, but was made according to the specifications included in your order, please choose from the following options:

1. You may go to a local tailor to have the dress resized (at your own cost). 

2. You may use our modification service to resize your dress. Contact us for a quote based on the complexity of the dress and the amount that needs to be altered. 
Please be aware that if your order specifications differ too greatly from the final sizing request, resizing may not be possible. 

 

Color Mismatch
 

The settings of your computer screen may alter the color of the pictures shown on Coscosmos.com. Slight color mismatches between the color of your dress and the color shown on screen may not mean that the dress is defective or mis-shipped. However, if you are confident that you have received the item in a totally wrong color, please contact Customer Service to see if a return or refund is possible

Overdue Products

If for any reason, your order was not shipped within the time stated and arrives late, but not by more than 10 days, you will be eligible for a complete refund, or a 30% reimbursement upon the delivery of the overdue product. If the product is overdue by more than 10 days, customers are eligible for a full refund. If the dress is not returned, only the shipping fee is paid by customers.

Return Process

1) Submit a return request to Customer Service within 30 days of your order's shipment*. Include an explanation and photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service.
*When you receive an email from Coscosmos.com entitled "Shipment Notification for order#XXXXXXX with Coscosmos.com," your order has been shipped.
 

2) Once Customer Service has approved your request, please send the item and the completed Product Return Form back to us as soon as possible.
 

3) Once received at our facility, your return will be processed in 3 to 5 business days. Once your return is confirmed and inspected, please allow up to two billing cycles for it to be credited to your account. Items returned in unacceptable condition we will not be processed as refunds and will be shipped back to you. 

Please place orders using our online shop system for products you prefer. It is quite easy to register with Coscosmos. Go shopping right away. You can attempt to place orders by email, fax, or phone for some special occasions. If there is special occasion, please first kindly contact with our customer service representatives. Before placing orders, please register with Coscosmos. By the way, any products added to your online cart remain there until you check out or remove them.

Please follow the following instructions:

 1. Check your login details. Your login username is the email address you used for registration. It might be a problem caused by Coscosmos.com system maintenance - Please wait 30 minutes and try again.

2. Ensure that cookies from Coscosmos.com are accepted in your browser (Internet Explorer or others). If through the above methods it still does not work, please contact customer service. Our customer service representative will help you to resolve the issue.

3. TIP: If you're not sure if the problem is with us or you, please test by logging in with a different set of computers, or try different browsers.

4. If you have forgotten your password, please go here to get a new password.

5. If you made a mistake when you registered, and you can't access your account, and you've never made any orders, it might be quickest to just use the registration to sign up again for a new account.

In order to avoid causing confusion to customers facing so many different shipping carriers, Coscosmos simply divides all the shipping carriers to two kinds: Standard Shipping & Expedited Shipping. You can choose your preferred shipping method on the order information page.

Standard Shipping
You may choose standard shipping method, if time permits. Your package will arrive at your place around 7-15 days later.

Expedited Shipping
If it is a rush order, and the time is limited, you may contact us to make it a rush order for you. And you should choose expedited shipping even the postage is USD$ 60 higher than the standard shipping. It will only take 5-10 days

Our trusted couriers
We have partnered with many reputable shipping companies, which are EMS, DHL, UPS, FEDEX and TNT. You can choose the shipping method according to your situation. We pack items and ship them in 24 hours after the payments clear and offer tracking numbers in 48 hours.

Shipping fee
The shipping rates can be previewed inside the online shop system. On the products checkout page, you just need to click on the "Estimate Shipping", and then choose the country you want to ship to, Shipping fee will be estimated by system automatically. If your country is not included, you can contact us and we will arrange it for you.

Delivery time
all your orders must be processed, strictly test the quality and carefully pack by Coscosmos before shipping your items. The total time to receive your order is included tow parts: processing time and shipping time.
Total delivery time= processing time+ shipping time

Coscosmos employ the services of major, trusted international carriers to ensure your package arrives to your destination safely and securely.We partner with the carriers blow.

We currently only offer shipping to P.O. Boxes with the detailed street. APO and FPO options are not available.

We offer economic shipping, standard shipping and express shipping, but for some large, heavy, or fragile items cannot be shipped via economy or standard shipping options; these shipping options are only available for small packages. Therefore, some items are only available for express shipping. So the item you choose is only available for express shipping.

We offer personalized or custom, made-to-order items. You can request a personalized or custom item. Please provide the product's name or link or the picture. If your email address does not go through this commission form, please email us directly with the required content in the form, our email: mail@coscosmos.com