It depends where your order is going, and 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 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:
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.
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.
If we still haven't answered your question, you can contact us below and we will get back to you as soon as possible.
