The answers to your queries

We have done our best to set the site up as simply and clearly as possible. Nevertheless, there may be times when you find yourself going round in circles, with loads of questions ;-). Don’t panic! Here, we’ve included a whole load of answers to Frequently Asked Questions. If, after going through these, you’re still none the wiser, then get in touch via or the contact form.











What is the COSMANIA beauty formula?
COSMANIA is especially established for those who delight in using the finest beauty brands from all around the world. You can count on us for beautiful, fun, affordable and hot cosmetic brands. Through your reviews, our previews, trends, news and gadgets, we can share our ‘cosmania’ with you and your friends. We are always on the look out for new brands, and you can help us with that. If you have a foreign cosmetics brand that you are in love with and that you would want to see in our catalog, then mail us the information: or fill out the contact form. We’ll take a look and see what we can do for you!

What does COSMANIA mean?
Positive beauty madness. Sophisticated and a little crazy, cosmopolitan and typically Dutch. Always positive, with a nose for new cosmetics brands and trends. Always looking for interaction with other cosmaniacs. So keep us informed of your beauty secrets! 

Who are Marije Hoff and Marcel Dekker?
We - Marije and Marcel - are the triggers of COSMANIA and are ourselves cosmaniacs at heart. After years of e-commerce and marketing experience in fashion, beauty and lifestyle (for brands like L'Oreal, Lancôme, Kérastase, Biotherm and Oilily), it’s time to realize our dream: to create our own lifestyle cosmetics company for men and women who share our passion for the world’s finest beauty brands. And we enjoy it, as COSMANIA combines our interests of foreign products, photography, design, fashion and trends. Sounds like your cup of tea too? Then share your interests with us! Join us on Facebook, Twitter, Pinterest and check out our ‘Backstage section.


Do I need to be signed in to order?
You do not need to be signed in to add products to your shopping basket. When you proceed to the checkout, however, existing customers will need to sign in with their username and password. If you are new to COSMANIA, you’ll need to create an account under ‘sign in’. It’s all very simple.

How do I change my personal details?
Whether you’ve moved, married, divorced, or are simply experiencing an identity crisis, most personal information can easily be updated in 'your account'.

Help! I’ve forgotten my password. What now?
Don’t panic, it can happen to the best of us! Because we care about your privacy, we have no access to your current password. Therefore, click on ‘forgotten your password?’, enter your email address, and we will send you a link that allows you to create a new password.

I like that COSMANIA newsletter! How do I sign up?
Enter your email address in the top right-hand side of the page and click on the little envelop. You will receive an email with a confirmation link. Activate this link and you're done. All COSMANIA news, latest promotions and cosmetic fun facts drop into your mailbox automatically. In each newsletter, there is a link that’ll allow you to unsubscribe at any time.

What does COSMANIA do with my personal details?
All the personal information you enter, we remember. The exception to this rule is your payment details, so credit card numbers, account numbers or other payment options. We treat all information with confidentiality, and only use it to process orders or to personalize communications such as the newsletter. Want to know more? Click here for our Privacy Policy.

How do I invite my friends to COSMANIA?
A simple way is to send the link from our website,, direct to your friends. If you like a particular product on our website, click on ‘like it’ so that your Facebook friends can see what’s your favorite.


I’m interested in a particular product of a specific brand, but I cannot find it in the COSMANIA shop. Can I still order it?
Send us your question using the contact form or email us via Indicate clearly what brand and product(s) it concerns, and if you have a picture, send it along as well. We will see if we can order the product(s) for you and keep you informed. We cannot guarantee anything, but we’ll do our best!

A product is out of stock at COSMANIA. How long does it take before the product is on sale again?
Sometimes a product will be temporarily out of stock. If this happens, simply enter your email address in the purple box you’ll find on the page of that specific product. Once the product is available again, you'll be the first to know! Because we are at the mercy of our suppliers and other forces that are out of our control, we don’t always know how long things will take. What we do know however is that as soon as we find out, we’ll let you know.

Help! My favorite product isn’t in the COSMANIA shop anymore! Is it out of stock?
It’s possible that it is temporarily out of stock at the time of your visit. It may also be possible that we have decided to take it out of the range. If that’s the case, please forgive us! If you really want to order it again, please email us at, clearly stating the brand and product(s) you’re after. We’ll see what we can do for you.

For best results, do I need to order all products from the same brand?
We want you to enjoy optimal results with your purchased product(s) and encourage you to use products from one brand when it comes to treating your face, skin and hair (i.e. one specific brand for your face, or one specific brand for your hair etc as opposed to a combination of brands). Please read all product information given on the site carefully. We also include advice on which products go well together. If you have questions regarding a product or combination of products for your skin, send a mail to, and we will help you out. We have been fully trained on each product we sell by the brands themselves, so we know what we’re talking about. COSMANIA is not responsible for the quality and the results of the ordered product(s). For more details, see our disclaimer.

Can I get free samples from COSMANIA?
If we have them, we send matching samples with every order. Unfortunately, not every brand supplies samples of each product. If you’d like to receive a particular sample with your order, please let us know at We’ll do our best to include it in your order.

Where can I find information on the ingredients of a product?
We give as much information as possible when it comes to our products. The active ingredients of a product can be found under the heading ‘ingredients’. However, there may be instances where not all ingredients are mentioned. If you’re allergic to a particular substance, please don’t hesitate to contact us via Always read the leaflet and any additional information on the packaging before using a product. COSMANIA is not responsible for any allergic reactions you may suffer. For more details, see our disclaimer.

Is there a guarantee and warranty on products bought at COSMANIA?
We select and test the products available from COSMANIA with the utmost care. If you want to return something you bought, you’re free to do so. We do, however, have a few rules regarding returns:
- Returns are not applicable to promotional products.
- The costs of returning an item from within the Netherlands are free.
- Products must be returned unused, undamaged and in their original packaging.
- Service is our top priority, so always remember that we want to help you.
For orders via the Internet, the Remote Buying Act is applicable. This means that you, as a buyer, are entitled to a cooling off period of 14 days after delivery of the product. Within this period, you simply return the (unused and unopened) product to us.
After the expiry of the cooling off period, returns are no longer possible. For problems with the product after opening, please contact us. Should something go wrong with your purchase or if you have other questions about the warranty, please contact us at


How do I find a product at COSMANIA?
We try to make your life as easy as possible when it comes to looking around and browsing our virtual shop. There are several ways to find a product at COSMANIA. Choose the ‘search’ option at the top right-hand side of the homepage, or look in the menu bar for your desired category, and click within that category on ‘our favorites’ or ‘new arrivals’. Alternatively, you can go to the ‘our brands’ section, and browse there. Want to see what we’re excited about? Visit our ‘Backstage’ page!

How do I order on COSMANIA?
We’re delighted you’ve found something you like in our webshop! Ordering is easy: for each item that you want to buy, simply click on the ‘add to shopping basket' button. Each item will then be added to, and kept in, your basket until you’ve finished shopping. Next, go to ‘your details’, and sign in or sign up. Realized you’ve forgotten something? Not a problem, just use the ‘back to shop’ button; the other items will remain in your basket. Follow the given steps, walk through the payment process and click on 'payment'. Done! An invoice will immediately arrive in your inbox. For orders placed on a weekday, we ensure your goods will be delivered to your designated address (within the Netherlands) in 1-2 working days. Any other questions? Contact us via the contact form or email us at

Oops! I’ve made a mistake! Can I change my order?
If the ordering process is still to be finalized, then yes you can! All you have to do is stop what you’re doing, return to your shopping basket, change your product(s)/quantities and continue to the checkout.
If you have already checked out, you can still cancel your order within one hour of receiving the order confirmation in your inbox. Send us a mail with your order number, the product(s) you would like to cancel, and the order confirmation to
If an hour has passed since you received your order confirmation or if you have already received a confirmation and invoice in your mailbox, then it’s not possible to change your order, sorry. But don’t worry! You can use our returns procedure and return your order within 14 days to exchange it for what you really want!

Can I return a product if I am not satisfied?
Of course, as long as the product is unopened and unused! We want you to be happy with your purchase. Would you prefer a different product? Or do you not want it at all? Whatever you decide, just return the product unopened and in its original condition. Please only send products that you ordered from COSMANIA. Click here for more information on product returns.

Can I have my order gift-wrapped?
Sure! We think it’s lovely that you want to surprise and treat someone else (or perhaps even yourself!) with a gift from COSMANIA. Which is why we offer a free gift-wrapping service. We turn your order into a real 'gift' and send it direct to the address of your choice. All you have to do is to tick the 'Yes, I want to make use of your free gift-wrap service' box during the ordering process. You can even choose to add a personal message, which we’ll write on an accompanying card. Keeps us busy!

Can I track my order?
Can’t wait for your package from COSMANIA to arrive? For questions regarding your order or shipment, please contact us via

What is the delivery process after ordering?
Once you have placed your order, you will receive a confirmation email and invoice in your inbox. At our end, we will quickly get started on processing your order and will send it out the same or next business day (depending on payment method). You’ll also get a confirmation once its been dispatched. For deliveries within the Netherlands, you will receive your order in 1-2 working days. Your order will be sent to you according to our Terms and Conditions.

Does COSMANIA also have high-street outlets?
We proudly say ‘YES’! Besides the COSMANIA webshop we also have two COSMANIA Labs, where you can now also find our exclusive foreign brands ‘offline’, brands which you do not come across on the high streets of Holland. You are invited to come and visit us to smell, touch, try and buy all our products! And this at one of the most beautiful spots of Amsterdam: the Herenstraat 19 or at the Dagelijkse Groenmarkt 26A of The Hague! So feel free to come and experiment, our doors are open seven days a week! 


How can I pay at COSMANIA?
You can choose to pay for your purchases with several different methods:
- iDEAL: pay immediately via your own bank. Your order will be processed and sent the same or following working day.
- Credit card: We accept Visa or Mastercard. Your payment is made immediately, and your order will be processed and sent the same or following working day.
- Bank transfer: Once you make the payment, it takes about 3 days for the amount to reach our account. Don’t forget to indicate your order number in the bank transfer. Once we have received the amount, we will ship your order to the indicated address.
- Bancontact/MisterCash: pay immediately via your own bank in Belgium. Your order will be processed and sent the same or following working day. You will receive your order within 2 or 3 working days (on a Belgium address).
- COSMANIA gift vouchers (received or purchased from COSMANIA): enter the unique code that is mentioned on the gift voucher during the checkout process. The amount will automatically be deducted from your total.
For the online payment process, we work with Docdata, a respected European provider in the area of secured online payments.

How can I print the invoice of my order?
Once you have completed your order, a confirmation mail with your invoice will be sent to your inbox. This can be printed in the normal way.

Is paying at COSMANIA safe?
Absolutely! We work together with a renowned payment service party (Docdata) and we use a secure SSL connection (bit technical, but it stands for Secure Socket Layer), which encrypts all sensitive information that is sent. In addition, you never need to wait in line for the checkout, and we have no limited opening hours :-).

Can I order a gift for someone at COSMANIA?
Of course! COSMANIA gift vouchers are available in €10, €20 and €25 denominations. Want to give a higher amount? Simply order a multiple of whichever denomination you want. You’ll find the vouchers in the ‘gift shop’ on the homepage. You can easily add them to your shopping basket and you can even add a personal message! Click here for more information on COSMANIA gift vouchers.

How do I redeem a COSMANIA gift voucher?
Congratulations on receiving your gift voucher and have fun choosing what to spend it on! If you’re here for the first time, please create an account and follow the ordering process. If you’re an existing COSMANIA-C (!), then just log in with your details and place your order as usual. At the checkout, enter the unique code of your gift voucher in the 'discount code' box. The value of your voucher will automatically be deducted from the total of your order.


What is the delivery time?
We understand that you want your product(s) as quickly as possible and therefore we process your order the same or following business day. For deliveries within the Netherlands, your order will be delivered in 1-2 working days.

Which carrier does COSMANIA use?
For the Netherlands, we use TNT. For orders made outside the Netherlands, we hand the delivery over to UPS, who has its own delivery times for each country.

What are the shipping costs?
For the Netherlands, the cost to deliver your COSMANIA parcel is €4.95. When your order is over €25, we deliver free of charge! Below is the list of shipping costs for the Netherlands and beyond:
- Orders in the Netherlands under €25: €4.95
- Orders in the Netherlands over €25: Free
- Orders in Belgium under €50: €4.95
- Orders in Belgium over €50: Free
- Orders in Luxembourg/Denmark/France/Italy
  Germany/Sweden and the UK under €75: €8.95
- Orders in Luxembourg/Denmark/France/Italy
  Germany/Sweden and the UK over €75: Free
- Orders in other countries: €20
- Orders in the USA: €20

What happens if I’m not there at the time of delivery?
If you are not in at the first delivery attempt, TNT will leave a message and try again the next day. If you’re not there at the second delivery attempt, they will leave a note on which they indicate how/where/when you can collect the package. If you work during the day, why not make life easy for yourself and have your order delivered to your work. There’s bound to be someone to accept the parcel (provided they won’t run off with it ;-)).

Which countries does COSMANIA deliver to?
We deliver to the Netherlands, Belgium and Luxembourg. If you want your package to be sent to another country, then mail us at We’ll see what we can do for you.

Can I change my delivery address after my order is placed?
This is only possible if you’re super fast and report the change within one hour of placing your order via or by calling +31 (0) 020 7184119.
2) If you live in the Netherlands, please send your product(s) to the address below (postage is free).

Antwoordnummer 46224
1060 VC Amsterdam

If you live outside the Netherlands, return your product(s) (at your own expense) to:
Herenstraat 19
1015 BZ Amsterdam
The Netherlands

Please be sure to include the packing slip, on which you will need to specify which product(s) are in the package. All products must be in their original packaging, unused and undamaged.
3) On receipt of your package, we will check the contents and we will report back to you. Once the return order has been checked and approved, we will refund the balance to your original method of payment within 14 days. Initial shipping costs will not be refunded.

What can I do if a wrong or damaged product is delivered?
Hopefully that'll never happen, but as the saying goes: ‘to err is human (and to forgive is divine!)’ So it may well happen that a wrong or damaged product finds its way into your order. Always check the packing slip and receipt of the delivered product(s). Please contact us if you have received a wrong or damaged article via or by calling us on +31 (0) 020 7184119. Incorrectly supplied or damaged products can be returned to us free of charge, and we will send you the right or new product(s) as soon as possible.

Can I come to collect my order in the store?
Yes, no problem! However; this is only possible if you send an email to within 1 hour after placing your order (shipping costs will obviously be reversed to your account). You can only pick up your products in case you have ordered the day before or earlier, otherwise we might not be able to get it in the store on time due to open bridges, red traffic lights or other obstacles. Even though we do have the entire assortment in the store as well, it might be possible the product you want has just been sold out!
Back to all the questions


How can I return products ordered from COSMANIA?
When you wish to return something, please follow the procedure below to ensure for a quick and error-free process:
1) Please contact us using the contact form or call us on +31 (0) 020 7184119 within 14 days of receiving your goods. You’ll need to mention that you would like to return your order with the reason for return, your order number and your name.
2) If you live in the Netherlands, please send your product(s) to the address below (postage is free).

COSMANIA - returns
Antwoordnummer 46224
1060 VC Amsterdam

If you live outside the Netherlands, return your product(s) (at your own expense) to:

COSMANIA - returns
Herenstraat 19
1015 BZ Amsterdam
The Netherlands

Please be sure to include the packing slip, on which you will need to specify which product(s) are in the package. All products must be in their original packaging, unused and undamaged.
3) On receipt of your package, we will check the contents and we will report back to you. Once the return order has been checked and approved, we will refund the balance to your original method of payment within 14 days. Initial shipping costs will not be refunded.

Is it possible to exchange a product?
No, that’s not possible. What you can do is return your order within 14 days of receipt, and order the right product(s) you want from COSMANIA. The amount of your returned product(s) will be refunded to your original method of payment once we have received the package. Click here for more information on returns.

How will returns or cancellations be refunded?
Orders that have successfully been cancelled within the allocated time or products that have been returned to us in satisfactory condition will be refunded. You will be notified by mail regarding the amount that is due to be refunded to you.

I paid using a COSMANIA gift voucher, but want to return the product(s). What now?
Simple. Send your order back to us as per our returns procedure, and you’ll get a gift voucher of equal value back. If you spent more than the value of your gift voucher, then naturally this amount will be refunded. Initial shipping costs, however, will not be refunded. 

What do I do if I want to return a gift that I already have or do not like?
What a pity! But don’t worry. Send the item(s) back according to our returns procedure, and let us know via Please be sure to inform us it was a gift. Once we have received the product(s), we will issue you with a gift voucher that equals the value of the returned item(s). That way, you can choose exactly what you want!


What should I do if I have a complaint?
If you’re not satisfied with our shipping, handling or service in any way, please let us know directly! That way, we can ensure we make adjustments, learn from our mistakes and improve our service to you! If you have a complaint or any tips for how your COSMANIA experience can be improved, then let us know via or write to:
T.a.v. Marije and Marcel
Herenstraat 19
1015 BZ Amsterdam

What is the complaints procedure?
We will contact you within 24 hours of receiving your complaint. Your custom and opinion mean a lot to us, and we’ll want to discuss your complaint personally with you. 


Why should I review/rate a product?
At COSMANIA, our aim is to provide you with products that you appreciate. Therefore, we’re really interested in your experiences with the product(s) that you’ve bought from us. Share them with us, and other visitors, by providing a review and/or rating. Your input will help us, the manufacturer, and other (potential) consumers.

How do I review/rate a product?
Reviewing is simple. All you have to do is go to the product(s) you want to review (the search option can help you with that), log in and share what’s on your mind in the 'review box'.

Are there rules for reviews and ratings?
We reserve the right to remove or shorten any reviews if and when necessary. Of course, we prefer not to do this, as your opinion is very valuable to us - even when you are less enthusiastic about a product. So to avoid these edits, we have a number of house rules that we ask you to follow:
- We are a positive brand and we love constructive feedback. So please leave comments - be they positive or negative - that give us something we can work with (if needs be!).
- Don’t use abusive, obscene or offensive language.
- Don’t include a telephone number, email address or links to other sites.
- Don’t write about issues concerning customer service (e.g. in relation to delivery, possible returns, etc.)

What if someone gives a review or rating with which I disagree?
Everyone is entitled to his or her own opinion. If you don’t share this opinion, please still respect those of others. Of course, we would also appreciate your opinion, so please give us your own review and rating as well!

Someone has placed a review with insulting words. Can I do something about it?
Certainly! If you come across one, please let us know via We will check it out immediately and remove the review if needs be. Thank you for being so vigilant!

I have accidentally given the wrong review for a product. What now?
No problem! Tell us via which review it concerns, and we will remove it. In the meantime, you can write a new review for the right product(s)!