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Frequently Asked Questions at COSMANIA

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 iwanttoask@cosmania.nl or the contact form.

About the brand
- 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: iwanttoreport@cosmania.nl 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!

My account
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.

Products
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 iwanttoask@cosmania.nl. 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 iwanttoask@cosmania.nl, 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 iwanttoask@cosmania.nl, 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 iwanttoask@cosmania.nl. 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 iwanttoask@cosmania.nl. 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 iwanttoask@cosmania.nl.

Are these brands tested on animals?
Good news! None of our brands are tested on aimals!

Ordering
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 iwanttoreport@cosmania.nl.
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 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!

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. So feel free to come and experiment, our doors are open seven days a week!

Delivery
Can I come to collect my order in the store?
Yes, no problem! However; this is only possible if you send an email to iwanttoask@cosmania.nl 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!

Complaints
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 iwanttoreport@cosmania.nl or write to:
COSMANIA
T.a.v. Marije and Marcel
Herenstraat 19
1015 BZ Amsterdam
Nederland

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.