It depends where your order is going, and it's always settled before delivery — never a surprise at your door:

• United States: no customs fees. Where an item ships from Poland we cover the import charges for you; items from our US warehouse are domestic and carry no duty at all.
• European Union: no additional customs charges.
• Rest of the world: import duties, taxes and any brokerage fees are set by your country's customs authority and are paid by you on arrival. We can't predict the amount — your local customs office can give you an estimate.

If a carrier ever asks a US customer for an import payment, don't pay it — contact us first and we'll sort it out.

At checkout you can add Route Package Protection, an optional service that covers your parcel if it is lost, stolen or damaged in transit. It's provided by Route, a separate insurance company, and you choose whether to add it — it isn't added automatically. If you do add it and something goes wrong in transit, you file a quick claim with Route for a refund or replacement. Whether or not you take Route, an order that arrives damaged, incorrect or incomplete is always covered by us, and your statutory rights are unaffected. More about Route Package Protection.

Yes — we ship worldwide. Shipping costs apply and are shown at checkout; you can also see them before checkout by adding items to your cart and using the shipping calculator. We run discounts and promotions throughout the year, so it's worth keeping an eye out.

It depends on where you are, and the delivery estimate for your specific order is always shown at checkout. As a general guide, counted from dispatch:

• US customers: items held in our US warehouse arrive in about 2–4 business days; items shipped from Poland take about 8–13 business days.
• Poland: about 2–4 business days.
• Rest of the EU: about 4–8 business days.
• Rest of the world: about 10–21 business days.

We process and dispatch orders within 1–2 business days. If your order contains both US-stocked and Poland-stocked items, it ships in two separate parcels, each with its own tracking — so some items may arrive before others. Full details are on our Shipping and Delivery page.

We choose the best carrier for each shipment. US-warehouse parcels usually travel with USPS; parcels from Poland travel with our international tracked service and may be handed between partner carriers in transit, which is normal. You'll see the delivery option at checkout, and a tracking link comes with your shipping confirmation.

Because some of our products are stocked in a US warehouse and some in Poland. If your order contains both, it's sent as two separate shipments — one from each warehouse — so it reaches you as fast as possible. That's why checkout shows two shipping lines: you're seeing the cost of each parcel, not a double charge. Each parcel has its own tracking number and may arrive on a different day. This only happens for US orders.

Almost certainly not. International parcels update in stages as they pass between postal operators, and it's normal to see a few quiet days between scans — especially at the start, while a parcel reaches the carrier's consolidation hub, where the first scan can take several business days. If your order is genuinely overdue and you added Route Package Protection at checkout, you can file a claim with Route; if you didn't, email us and we'll look into it with the carrier.

Yes. If you're in the EU, EEA or UK you have a 14-day right to change your mind and withdraw from your order, and separately we accept returns of unused, sealed items within 30 days of delivery. For hygiene reasons, cosmetics can't be returned once their seal has been broken. If anything arrives damaged, incorrect or incomplete, that's on us — email us with photos and we'll cover the return.

Please email support@e-cosmetorium.com for a return reference and the correct address before sending anything back — we ship from more than one warehouse, so the right address depends on your order. Full details, including your statutory rights, are on our Returns and Refunds page.