Most answers are in the FAQ below — it's the quickest way to sort out shipping, customs and returns. If you still need us, email support@e-cosmetorium.com and we'll get back to you, usually within one business day.
Where do you ship from?
We ship worldwide. Most orders leave our warehouse in Poland (EU). Many best-sellers are also stocked in a US warehouse, so for US customers they arrive far faster and with no customs formalities. Whether an item ships from the US or Poland depends on stock at the time you order — checkout shows you exactly how your order will travel.
How long will my order take?
Delivery estimates are counted from dispatch, and your order's exact estimate is shown at checkout. As a general guide:
We process and dispatch within 1–2 business days.
Why did my order arrive in two parcels, with two shipping charges?
Because some products are stocked in our US warehouse and some in Poland. If your order contains both, it ships as two separate parcels — one from each — so it reaches you as fast as possible. The two shipping lines at checkout are the cost of each parcel, not a double charge. Each parcel has its own tracking and may arrive on a different day. This only happens for US orders.
My tracking hasn't updated in a few days — is my order lost?
Almost certainly not. International parcels update in stages as they pass between postal operators, and a few quiet days between scans is normal — 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, you can file a claim with Route; otherwise email us and we'll check with the carrier.
Which carriers do you use?
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. A tracking link comes with your shipping confirmation.
Will I be charged customs or import fees?
It's always settled before delivery, never a surprise at your door:
If a carrier ever asks a US customer for an import payment, don't pay it — contact us first.
Can I return my order?
Yes. If you're in the EU, EEA or UK you have a 14-day right to change your mind and withdraw, and separately we accept unused, sealed items within 30 days of delivery. For hygiene reasons, cosmetics can't be returned once the seal has been broken. Anything that arrives damaged, incorrect or incomplete is on us. Full details are in our Returns and Refunds policy.
How do I start a return?
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 return address depends on your order — and if your order came as two parcels, each goes back to the warehouse it came from. We'll give you the details.
When will I get my refund?
Once we receive and inspect your return, we email you to confirm the outcome. Approved refunds go back to your original payment method within the timeframes set out in our Returns and Refunds policy. Your bank may take a few more business days to show it.
How can I protect my order against loss, theft or damage?
At checkout you can add Route Package Protection, an optional service that covers your parcel if it's 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. 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.
Can I change my shipping address after ordering?
Email us as soon as possible with your order number and the correct address. We'll try to update it before your order is dispatched, but once a parcel has shipped we can't change its destination — so please double-check your address at checkout.
Which payment methods do you accept?
We accept major cards, plus Apple Pay, Google Pay, PayPal, Shop Pay, BLIK and others. The full list is shown at checkout. Payment is processed securely; we never store your card details.
