Here you can learn how to make your orders, how your order is processed, as well as how home deliveries are made.
When browsing our website, choose the products you want by adding them to the shopping cart. Once you have chosen all the products, you must access the shopping cart and confirm the products. Then click on the “next” button to access the checkout page. On this page you will provide the data for billing and delivery of the order and where you will also find out the cost of postage. Don't forget to fill in all mandatory fields.
We have several payment methods. Choose the one that is most convenient for you.
You can pay with all convenience by credit card VISA® or MASTERCARD®.
When choosing this option, you will be taken to the EASYPAY platform, where you will have to insert the card details and some additional information. At the end and after the payment made, you will be redirected back to our website.
You can pay with convenience by Paypal. When choosing this option you will be taken to the PAYPAL platform, where you will have to validate the payment after logging in. At the end and after the payment made, you will be redirected back to our website. For more information, see www.paypal.com.
At cosmetic2go.com you have at your disposal two types of shipping methods: Express and Standard. The exception is Portugal and Spain where there is only Express shipping.
The carrier used is dependent on the best option available when sending your order.
Cosmetic2go.com frequently uses the following companies: CTT, CTT Expresso, DHL, DPD and TNT.
Shipping costs vary depending on the weight and number of products you want to order. The best way to obtain the correct price for the purchase you are making is to add the product (s) you want to the shopping cart and proceed to the checkout where you will be able to see the shipping options, the transit time and the respective shipping price.
Please note that any customs costs and / or customs fees that may apply in the country of destination of the order are excluded from shipping costs.
Your order will only be shipped after payment is confirmed. As soon as confirmed, we do our best to ensure that the shipment is made on the next business day.
In the event of any problems with your order, such as delay in shipping, incorrect data or out of stock, etc., we will send you an email notification. In this case, the order will only be sent after a response has been received or the defined waiting time (10 days) has expired. If no response is obtained, the order will be canceled and the customer will be refunded.
Transit times after dispatch are as follows:
48h working hours
Islands: Madeira and Açores
3 to 5 working days
Peninsular Spain, Ceuta and Melilla Islands
1 to 4 working days
Standard Shipping: 3 to 9 working days
Express Shipping: 1 to 4 working days
Rest of the World
Standard Shipping: 5 to 15 working days
Express Shipping: 3 to 6 working days
The delivery times presented are an estimate and can only be considered valid whenever there are no obstructions to the normal operation of the service. Situations such as incorrect addresses, absence for delivery or reasons of force majeure, such as natural phenomena or strikes, make it impossible to comply with the times presented.
After making a purchase at cosmetic2go.com, you will receive a confirmation email, which contains all the details of your order. After the shipment of your order, you will receive another confirmation email with the shipping details, including the tracking number and the logistical operator used to ship your order, as well as the expected delivery time.
To track your order, you should check the tracking number we sent you on the website of the logistics operator for your order. It may be the case that it is not possible to verify the tracking of your order as soon as you receive the email. If that happens, check again later.
To cancel an order it is necessary that the order has not yet been shipped. If it has already been issued, cancellation will not be possible. In this situation, the customer must, at the time of delivery, return or refuse the order, being returned to the cosmetic2go.com warehouse. In this case, it will not be possible to refund the shipping costs.
If you wish to cancel an order, you should preferably do so by telephone, indicating the order number, name and shipping address. You can also use the email indicating the same data. After cancellation, the refund of the amount paid (product and postage) will be returned to the same account used for the purchase within 2 to 5 days, and the customer will be informed by email of the refund.
Because a mistake is possible, you can return your order up to 15 days after purchase.
The return of a product must follow the following requirements:
- The product must be new, unused and / or open
- All protection marks of the article must be intact, it must be in the original packaging, together with the protective plastic and labels that may exist.
- If the product belongs to a pack, all products that make up the same pack must be returned
- The product must be accompanied by all components (offers, samples, etc.)
- The original invoice must be sent together with the product to be returned
- Damaged products, medicines, food, hygiene products or personal items (such as lingerie, heating clothes or elastic stockings) cannot be returned.
To make a return you must consult our support service by email, indicating the order number, name and shipping address. Within 3 days we will inform you by email how you should make the return. The return and associated cost is the customer's responsibility, so we suggest you use registered mail.
After we have received the product in the conditions mentioned above, we will analyze the case as soon as possible and notify the customer of the acceptance or not of the return. Once the return is validated, a refund will be made to the payment account, with the exception of the shipping costs, and will be informed by email.
In case of refund, the amount paid (product and postage) will be returned to the same account used for the purchase within 2 to 5 days, and the customer will be informed by email of the refund.
As soon as you receive the order, you should check the condition of the box and if you detect any anomaly you can refuse delivery, indicating the reason for the carrier. We request that you inform us immediately by email of your refusal and for what reason (also indicating the order number, name and shipping address).
Although we do our best to ensure that the products do not arrive damaged to the customer, it is not impossible for unforeseen circumstances to happen during transport. In the event of any problems or errors, they should be reported immediately, so that we can investigate. Customers should provide all details of what happened by email (including order number, name and shipping address and if possible an image), so that the incidence can be assessed and resolved as soon as possible, with the main objective of minimizing the inconvenience caused.
After verifying what happened, we can respond with one of three options:
- Refund the customer partially or fully
- Offer a discount on a future purchase
- Resend the order
If after opening and using the products purchased on our website, identify any problems related to them should report directly to the brand or manufacturer.