Fair
to the questions
Is it possible to order by phone?
Dear,
In order to ensure optimal transaction security, our site only accepts online payments by credit card. You cannot therefore order by telephone.
Payments by credit card are fully managed on the secure site.
This implies that no banking information concerning you passes through our site.
Payment by credit card is therefore perfectly secure. Your order will be recorded as soon as payment is accepted by the European Bank Crédit Mutuel (BECM). You can control the security system, for this you will notice at the bottom of the page a closed padlock, a security symbol.
You can pay online with confidence.
Sincerely,
Client service
Is it possible to pay in several installments?
Madam, Sir,
First of all, thank you for your interest in our website.
To date, we do not yet offer an option to pay in installments. You can pay for your purchases by bank cards: VISA, MASTERCARD, and CARTE BLEUE, by PayPal.
Subscribe to our Newsletter if you would like to be informed in advance of any developments in our payment methods.
Sincerely,
Customer Service
Are payments secure?
Dear,
First of all, thank you for your interest in our website.
You can make your purchases on our site with complete peace of mind. All your purchases on cosmoparis.com are protected and secure. Your bank details are encrypted and disappear automatically after payment. By paying with PayPal, your financial information is never shared with the merchant, so you benefit from fraud protection.
Sincerely,
Client service
Is it possible to pick up my order from your warehouses?
Madam, Sir,
First of all, thank you for your interest in our website.
To date and for logistical reasons, we do not yet have a parcel collection point in our warehouses.
You can, however, collect your package from a Cosmoparis store, if you choose in-store delivery when confirming your basket.
If you would like to be kept informed about the development of our services, you can subscribe to our Newsletter.
Sincerely,
Customer Service
How much are the shipping costs?
to be checked
Do you ship abroad?
Madam, Sir,
We deliver to Metropolitan France and within the European Zone.
Subscribe to our Newsletter if you would like to be informed in advance of any changes to our delivery scope.
Sincerely,
Customer Service
What delivery methods are offered?
Madam, Sir,
Delivery by Colissimo to your home or to a relay point as well as Mondial Relay : your package will be delivered to you by post or to a relay point within 72 hours.
Sincerely,
Customer Service
How do I use my promo code?
The promotional code is associated with a special operation. It is for single use and cannot be combined with another promotional code or the sponsorship code.
Use of the Promo Code: The promotional code must be entered in the field dedicated to this purpose when filling your basket at the payment stage. We strongly recommend that you finalize your order immediately after entering your code in order to avoid any malfunction that would cause you to lose the benefit. We are unable to re-credit you with the commercial advantage associated with a code after an order has been placed. Consequently, we do not accept any complaints regarding the misuse or failure to use a code.
Sincerely,
I can't log in to my account / I forgot my password
If you are already a customer on our site, have filled your basket and wish to place an order, you must identify yourself by entering your email address and password.
If you have forgotten your password, you can obtain it by e-mail, on the login page , by clicking on the link " Forgotten your password? ".
If you are not yet a customer on our site, you must first create an account. You will then have to provide a certain amount of information, including your email address.
Be careful to respect the upper and lower case of the new password that will be sent to you. We also invite you to check the "spam" box of your software / mail service , some Internet services may have inadvertently filtered the automatically generated mail and sent to your address.
If you wish to change your password, log in to "My Account". When you need to log in, click on "forgotten password". A new password will then be sent to the email address you used to create your account.
If you are still having difficulty logging in, we invite you to contact our Customer Service who will be able to guide you through these different steps and/or take control of your account directly.
Sincerely,
Customer Service
I can't place an order
Can I modify my order?
You can modify your order as long as it has not been validated (payment confirmed).
From your shopping cart, you can remove the item(s) you do not wish to receive before placing your order.
You cannot modify the contents of an order that has been validated and paid for.
Sincerely,
Customer Service
Has my order been taken into account?
Once your payment is validated:
A note appears on the screen and immediately tells you that your payment is confirmed.
Automatically, a confirmation email is sent to you indicating the validation of your order and your payment.
View your orders from your “My Account” area, accessible at the top right of the site pages, by clicking on “Order History”.
Sincerely,
Customer Service
If I have a problem with my order, what should I do?
In the "My Account" area, first check the "Order History" section. On this page, you will find all the information relating to your order. The status will indicate whether it is "pending" if it has not yet been processed or "shipped" if it has been sent.
You can then contact our customer service by email at the following address: clients_cosmoparis@cosmoparis.com
Why are you asking me for supporting documents?
This verification procedure is intended to protect you.
In fact, it happens that due to identity theft or bank card theft, certain orders are considered fraudulent.
By requesting these supporting documents, we are trying to limit the risks for honest buyers.
We are still waiting for these documents and we thank you for your understanding.
My email address is rejected when creating the account. Why?
In order to guarantee that you receive your order confirmation and dispatch emails correctly, we systematically check the validity of your email address when you create your customer account.
We therefore recommend that you take care to provide a valid email address when registering. An address may be considered "invalid" if the domain name (the part of your address after the "@") is not recognized, reliable or if it is incorrect.
It is also possible that the part before the @ is prohibited because it is considered to carry a certain risk of the email being sent to spam.
For more information, we invite you to contact Customer Service.
How to create a wishlist?
In order to satisfy you as best as possible, we have put in place an option that allows you to make a selection of products that you can then find at any time in your customer account. To do this, you must have or create a customer account on the site.
From a product sheet: simply go to the sheet for the product concerned and then click on the “Heart” icon.
From the site: Find your entire selection on the little heart in the menu at the top right.
From your selection, you can then easily transfer part of your selection or all of your products to the basket or even share it on Facebook or by email.
Please note, the products are not reserved.
How do I create my account on cosmoparis.com?
You have two options:
- You create an account directly in the “ACCOUNT” space at the top right of each page of the site.
- You create your account when you validate your order.
Simply select the items you want and click on "View my cart" then "Proceed to payment". You don't have an account yet. You fill out the form provided.
Finally, click on "validate" at the bottom of the page. An email will be sent to you to confirm the creation of your account as well as a reminder of your password. Don't forget to keep it because it will be useful to you the next time you log in.
Sincerely,
Customer Service
I would like to change my contact details, how do I do this?
Modify your personal information by going to the space: “My account”.
In the section titled “My information”, click on “I modify”.
Your changes will be taken into account by clicking on the “I validate” button.
Sincerely,
How to benefit from promotional offers?
By subscribing to our newsletters, you will have the opportunity to benefit from exclusive discounts. All you have to do is enter the privilege code received in the newsletters, during your next order.
Is my data protected?
Your name, email address and shipping address are required for us to process your orders.
Your mobile phone number is essential if you wish to receive our special offers by SMS.
Unless you agree, they are not transmitted to other companies.
Personal information concerning you may be subject to automated processing. In accordance with Law No. 78-17 of 6 January 1978 relating to information technology, files and freedoms, you have the right to oppose, access and rectify data concerning you. To exercise this right, contact us via the contact form.
Are your products available in stock?
Dear,
First of all, thank you for your interest in our website.
Please note that as soon as you can add a product to your basket, we have it in stock. Indeed, all the products visible on the e-shop site are available for sale.
Regarding the products displayed as out of stock on our site, it is possible that they were sold out during the day. We invite you to reconnect regularly in the following days to check if we have received a new shipment of the reference in question.
Sincerely,
Client service
What size should I choose?
Dear,
On the clothing product sheets, you have a Size Guide (next to the add to cart button).
However, there are products that run large or small. In this type of case, an alert message will alert you when choosing the size (“Please note, this product is small / this product is large”).
In the absence of an alert, you can normally choose your usual size.
Sincerely,
Client service
Will you re-receive a product that is no longer in stock?
Dear,
First of all, thank you for your interest in our website.
Regarding the products displayed as out of stock on our site, it is possible that they were sold out during the day.
We invite you to reconnect regularly in the following days to check if we have received a new shipment of the reference in question, or to add a stock alert on the model/size that interests you.
Subscribe to our Newsletter if you want to be informed in advance of any product arrivals and never miss out on our good deals.
Sincerely,
Client service
What size should I choose?
Madam, Sir,
First of all, thank you for your interest in our website.
On the clothing product sheets, you have a Size Guide (next to the add to cart button).
However, there are products that are large or small. In this type of case, an alert message will alert you when choosing the size ("Warning, this product is small / this product is large").
In the absence of an alert you can normally choose your usual size.
Sincerely,
Customer Service
Specific information about a product
Contact customer service here.
If you are already a customer, please authenticate yourself by clicking here , before filling out this form. This will allow us to process your request more quickly.
Sincerely,
Customer Service
How to reserve a product in store from the website?
A favorite? From the product sheet, you can check if your item is available in the store of your choice by clicking on "Check availability in store".
Sincerely,
Customer Service
My order is considered delivered on the colissimo site but I have not received it
Madam, Sir,
First of all, thank you for your order.
Before triggering the investigation procedure with Colissimo, please make sure that no member of your family, or neighbor, or caretaker has received the package in your place. This is a case that we encounter frequently.
If you were absent for more than 15 days, it is also possible that the package was returned to us after the parcel retention period in your post office had passed. Your tracking will then mention Parcel returned to sender / Parcel unclaimed. In this case, please fill out the form "My order has been returned to your warehouses".
If these checks have already been carried out, please fill out the form below so that we can open an investigation with Colissimo.
In fact, since all our packages are delivered against signature, we will check that the receipt has been signed in order to try to identify the recipient of the package.
Contact customer service here.
Sincerely,
I still haven't received my order, why?
Madam, Sir,
Before triggering an internal investigation into your order, please check that you have not been the subject of a request for supporting documents related to payment control procedures (fight against fraud). If this is the case, the The status of your order in your customer account shows: “Waiting for documents” when a request for supporting documents has been issued.
This request has been sent to you by email, please check your spam folder.
If this is not the case, after 72 working hours, if the status of your order is still "in progress", please complete the form below so that we can initiate an investigation.
Contact customer service here.
Sincerely,
Customer Service
I would like to exchange one or more items, how do I do this?
baback
I want to add items to my order, is this possible?
see baback conditions
I received my order but it contains one or more damaged items
Dear,
We thank you for your order and regret this incident.
Contact customer service to request a return to the following email address: clients_cosmoparis@cosmoparis.com
In the event of a defective product, after detection by Cosmoparis, a prepaid return label will be sent to you by email.
To do so, please complete the form below, specifying the product concerned (reference number) as well as the description of the damage observed.
Please also tell us, if applicable, if you have refused the package from the carrier due to apparent damage to the package(s).
Sincerely,
Client service
I received my order but one of the item(s) does not match my order
Madam, Sir,
We thank you for your order and regret this incident.
You have 14 days from the date of receipt of your order to notify us of any problem with the conformity of the products received.
To do this, please fill out the form below, specifying the product concerned (reference number of the product ordered) as well as those you received instead (reference number appearing on the packaging of the product received) .
Please also let us know if you refused the package from the carrier due to this non-conformity noted upon delivery.
I would like to exchange one or more items, how do I do this?
Vous pouvez procéder à l'échange d'une ou plusieurs produits en vous rendant dans "Effectuer un retour" > Echanger un produit > Sélectionner le motif d'échange (couleur ou pointure). Les échanges se font uniquement sur des articles non remisés.
I would like to return one or more items to you, how do I do this?
Conformément aux dispositions de l'article L.221-18 du Code de la consommation, le Client dispose d'un délai de 14 jours calendaires pour faire valoir son droit de rétractation, sans avoir besoin de justifier d’un quelconque motif. Le délai court à compter du jour de la réception de la commande.
En cas d'exercice du droit de rétractation dans le délai susvisé et sous réserves du respect des conditions de retour, Cosmoparis vous remboursera le prix du ou des produits achetés.
Les retours peuvent s'effectuer gratuitement dans l’une des boutiques COSMOPARIS (hors corners Galeries Lafayette, One Nation, Printemps et BHV Rivoli), étant précisé que les Produits commandés dans la rubrique « OUTLET » du Site ne peuvent être retournés en boutique (dans ce cas le retour est gratuit); soit par voie postale en vous rendant sur votre espace client > Effectuer un retour > Sélectionner un motif > Générer l'étiquette retour (Une participation des frais de retour de 4,90€ vous seront déduit de votre remboursement) ou vous pouvez les renvoyer à votre charge à l'adresse suivant :
Cosmoparis chez LOG SMC – Service retour web
Route départementale 6Extension ZAC SAINT CHARLE13710 FUVEAU
I have not received my refund, could you please inform me about this?
Si vous avez effectué un retour, le remboursement est effectué directement sur votre compte bancaire. Merci de prendre en compte les éventuels délais de remboursement. Le montant crédité devrait apparaître sur votre compte entre 2 et 10 jours ouvrés.
N'hésitez pas à vous rendre sur votre compte pour vérifier le statut de votre retour, et du remboursement.
I would like to contact after-sales service by telephone
Thank you for your order.
Our after-sales service is at your disposal by email: clients_cosmoparis@cosmoparis.com.
I am a supplier, I would like to offer you my products
Do not hesitate to contact us via our contact form or at clients_cosmoparis@cosmoparis.com
I am a professional, I would like to offer you my services
Do not hesitate to contact us via our contact form or at clients_cosmoparis@cosmoparis.com