HELP

1 - How do I create my account?

To create an account go the "Enter"  area and enter your first name, last name, email address and your password. You will automatically receive an email with a link to confirm the account you created. You must click on this link to complete your account creation, and it will be registered in our online store.

2 - How do I login?

To login simply enter the email and password with you registered your personal account. If you want to store your data please notes by clicking on the "Save" option.

3 - How can I edit my account?

To edit the account you must go to the "My Account" area and click on the "Change" icon next to the field that you want to change. At the end, click "Save".

4 - Is it possible to recover my password?

For safety reasons we never send passwords to any personal address of Cosmekia personal accounts.

If you forget your password, when you log in and try to enter a wrong password, a message will appear asking "Have you forgotten your password?"?" on which you should click.

In the "Email Address" field enter the email address you opened your personal account, where you will then receive a link from which you can define a new password.

4 - Is it possible to recover my password?

For safety reasons we never send passwords to any personal address of Cosmekia personal accounts.

If you forget your password, when you log in and try to enter a wrong password, a message will appear asking "Have you forgotten your password?"?" on which you should click.

In the "Email Address" field enter the email address you opened your personal account, where you will then receive a link from which you can define a new password.

5 - Why should I create an account?

By creating your account at www.cosmekia.pt you can associate your Cosmekia card and thus have access to exclusive promotions. In addition to this you can enjoy all the convenience in your online shopping:

You will be able to see your data automatically recognized whenever you visit our online store;

You can access your purchase history through the menu "My Account";

You will be able to add favorite products to your Wish List in order to keep up with your availability;

You will be able to save all your personal details and complete the ordering process faster (multiple billing / shipping addresses);

You will receive our newsletters with the latest promotions in force in all stores (in case you have allowed the inscription).

6 - Is it mandatory to create an account?

No. On our website you have two purchase options:

Buy without creating an account. This mode of purchase is limited to the indication of the name and e-mail address without the need for registration and account creation and consequent inclusion in our databases.

Create an account. This purchase mode consists of the register through indication of the name and electronic address with consequent creation of account and inclusion in our databases. With an account created, you will have the possibility to see your data recognized whenever you visit the online store, as well as receive the newsletters with the promotions that we launch for all Cosmekia stores.

7 - Is it possible to delete my online account?

Yes. In this case, you should contact our Customer Service Department via email info@cosmekia.pt or chat (Monday to Friday between 9:00 am and 6:00 p.m.)

COMMON QUESTIONS

1 - How can I track my order?

To follow your order, just click on the VASP link, indicated in your order shipping email and enter the tracking code in the search box. This feature is not available for orders delivered in store.

2 - After receiving confirmation of the order by e-mail, in how many days will I receive my order?

During the ordering process, after complete the Shipping Information area, you will see a message with approximate delivery time information will appear.

After receiving this order confirmation from your email address, your order will be delivered within 24/48 hours. This term does not include articles with the indication " Online Exclusive "(marked with an extended delivery period), as well as articles marked with "Item to order" which also have a longer delivery period. For the Islands, Azores and Madeira, the delivery period may be extended up to 15 working days.

Please note that the order will only be ready after payment confirmation.

3 - How do I know that my order has arrived at the selected collection point?

If we select a collection point, when your order arrives at the place selected by you, you will receive an email and an SMS with the indication that you will be able to pick it up.

4 - What is the procedure to pick up the order at the collection point?

Orders are delivered to the collection point between 24 / 48h after confirmation of payment * but as soon as the product is available for pickup at the chosen point, you will receive a confirmation email to the indicated electronic address, when ordering and / or SMS, if you have provided your telephone contact. To place an order in the store you must present your identification document or NIF, as well as the confirmation email or SMS for order picking.

* Except articles " Online Exclusive " or "Articles to order" (marked with extended delivery period

5 - Can I authorize someone to pick up my order at a collection point for me?

Yes. The order can be picked up by another person, since you present the mandatory pick up elements: identification document or NIF indicated in the order and email or SMS of confirmation for order picking.

6 - Is it faster to order for delivery at a collection point?

The estimated delivery times for home delivery and in-store delivery are exactly the same.

7 - Can I choose where I want to receive my order?

Yes. In the Cosmekia online store you can buy items for delivery at a collection point of your choice, in the list that we provide for collection in Mainland Portugal and Madeira, or address of your choice. If you are a registered customer you have the possibility to store several addresses in your personal account settings, and then choose when you finish each order .

8 - What happens if I am not at home to receive the order?

For a successful order delivery, you must have someone at the address indicated in the payment process, you will only need the signature of anyone who is at home.

9 - And if no one is at the address that I indicated?

If no one is at the address indicated for sending the order, the carrier will take the order back, leaving an unsuccessful delivery attempt notification in your mailbox.

You should contact the carrier for the contact indicated in the notification.

10 - What happens if you order products with different availabilities?

If you order articles with different availabilities, the order will only be sent when all the products are available, or if you choose to divide it, the website will calculate the shipping costs accordingly. This means that at Cosmekia we deliver partial orders if the item is not available at the customer's request, but this cost will be support by the customer.

Orders that include articles "Online Exclusive" or "Articles to order" (are marked with extended delivery time).

11 - What are the shipping costs?

Shipping costs for an address defined by the client are calculated according to the products purchased and the total amount of the order. The total cost of the shipment is presented at the end of the purchase process and after indicating the delivery address.

* Free shipping for orders over € 29.90 VAT included (up to 5kgs exclusive to Mainland-does not include furniture) and for payment methods: MB, BANK TRANSFER, PAYPAL AND CREDIT CARD, for orders delivered to the collection plus € 1.00, for the islands the payment to the collection is not accepted

* From 30kgs, the value will be adjusted according to the weight. Deliveries do not include assembly service.

Deliveries to Europe

Zone 1- Germany

Zone 2- Poland and Czech Republic

Zona 3- France, Monaco, United Kingdom, Belgium, Netherlands, Austria and Luxembourg

Zone 4 - Slovenia, Denmark, Slovakia, Lithuania and Hungary

Zone 5- Italy, Ireland, Sweden, Estonia, Latvia, Croatia and Iceland

Zone 6- Finland, Romania and Bulgaria

Zone 7- Greece

AFTER SALES

1 - What should I do if I receive a defective item?

At Cosmekia online we guarantee the quality of all our products, but if the ordered product has any type of defect you must contact the Customer Service through the email client@cosmekia.com for information about shipping / collection procedures. We remind you that you should never send the article to Cosmekia without previous contact with the Customer Service.

2 - What should I do if my order does not arrive within the time limit?

If you do not receive your order in the deadline you must contact our Customer Service at info@cosmekia.pt

3- Is it possible to make changes in my order after receiving confirmation by email?

No. Once you receive the order confirmation it means that you have completed this process. If you want to buy more products you will have to make a new order. If for any reason you have been mistaken in the color and / or quantity desired, please contact our Customer Service at info@cosmekia.pt

4 - Can I cancel orders?

You can cancel orders only if the order has not yet been sent. To know it and then ask for the cancellation you must contact our Customer Service e-mail client@cosmekia.com. If the process of sending it has already started, you will have to proceed according to our Return Policy (click here for more information). If you are a registered customer you can check the status of your order in the "My Account" menu, "My Orders" option.

5 - Will I receive an invoice for my order?

All orders are shipped along with the corresponding invoice.

6 - Can I exchange or return an item?

If you are not 100% satisfied with your item (s), you will always be able to exchange or return it within 15 days. This term is counted from the date of invoice.

You can exchange or return your article (s) to the address of Cosmekia, Lda. If you prefer, we can collect your item (s) at the address indicated by you. For this, it is necessary to contact the Customer Service before sending the article, to ensure the follow-up of your request. We remind you that you can only return or exchange the item if you have never used it and it is in the original packaging in perfect condition.

7 - Do I have to pay to return?

No. You can return it at no additional cost.

8 - How long will I have to wait to receive the value of the returned order?

The amount will be credited to the customer's current account and can be used on an upcoming order, upon receipt of the duly signed return document. In case the customer wishes to return the value may take up to 14 days after the order is received in our warehouses and you must request it expressly through the email: info@cosmekia.pt

9 - How can I submit a suggestion, comment or complaint?

To submit your suggestions and / or complaints, you should go to the "Contacts" page of our website.

In the event of a consumer dispute, the consumer may use a Consumer Dispute Resolution Entity:

CNIACC - Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
Faculdade de Direito da Universidade Nova de Lisboa - Campus de Campolide
www.arbitragemdeconsumo.org

CIMAAL - Centro de Informação, Mediação e Arbitragem de Conflitos de Consumo do Algarve
Edifício Ninho de Empresas - Estrada da Penha 8005-131 Faro
www.consumidoronline.pt/

Centro de Arbitragem de Conflitos de Consumo do Distrito de Coimbra
Av. Fernão Magalhães, n.º 240, 1º 3000-172 Coimbra
www.centrodearbitragemdecoimbra.com/

Centro de arbitragem de Conflitos de Consumo de Lisboa
Rua dos Douradores, 116, 2º 1100-207 Lisboa
www.centroarbitragemlisboa.pt

Contratos celebrados na Região Autónoma da Madeira
Rua da Figueira Preta, n.º 10, 3.º andar 9050-014 Funchal
centroarbitragem.sras@gov-madeira.pt

Centro de Informação de Consumo e Arbitragem do Porto
Rua Damião de Góis, 31 – Loja 6 4050-225 Porto
www.cicap.pt

Centro de Arbitragem de Conflitos de Consumo do Vale do Ave
Rua Capitão Alfredo Guimarães, n.º 1 4800-019 Guimarães
www.triave.pt

Centro de Informação, Mediação e Arbitragem de Consumo de Braga
Rua D Afonso Henriques, nº 1 (Ed. Junta de Freguesia da Sé) 4700 - 030 Braga

Centro de Informação, Mediação e Arbitragem de Consumo de Viana do Castelo
Av Rocha Paris, nº 103 (Edifício Vila Rosa) 4900 - 394 Viana do Castelo
www.ciab.pt

In the case of online consumer litigation, the consumer may use an online dispute resolution (RLL) system, the online dispute resolution (ODR) Platform, which has the power to resolve disputes regarding the resulting contractual obligations of sales contracts or online services.

Access the Electronic Dispute Resolution Platform in online sales or service contracts.

For Complaints: cliente@cosmekia.com

More information on Consumer Portal: www.consumidor.pt