Shopping with us
Terms and Conditions
1. TERMS OF SALE
By placing an order you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price. Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or force majeure for which we will not be responsible. Please see our Delivery Charges notice for further information.
2. OUR CONTRACT
When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order. This email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us for the purchase of the goods will not be formed until your payment has been approved by us and we have debited your credit or debit card.
3. PRICING AND AVAILABILITY
All prices are as stated on the Website but Cosmic reserves the right at any time to revise the price of goods without notice.
Whilst we try and ensure that all details, descriptions and prices which appear on this website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and let you know we are cancelling the order. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the 'Total Cost'.
The Service may contain typographical errors or other errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. We reserve the right to refuse to fill any orders that you may place based on information on the Service that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies or out-of-date information regarding pricing, shipping, payment terms, or return policies.
4. DISCOUNT CODES AND PROMOTIONS:
Please note that there are certain items for sale that will be excluded from all promotions and discount codes. Sale items and gift vouchers are excluded from promotional discounts. Gift vouchers can only be redeemed in Cosmic stores, and are not presently available for sale or use on cosmicnz.co.nz.
CREDIT or DEBIT CARD
We accept VISA, American Express and Mastercard, via SecurePayTech.
INTERNET BANKING VIA POLi
POLi is a third party service that allows you to make a payment for your purchases using money straight from your bank account. POLi is free to use, doesn't require you to register, is safe and secure and best of all allows you to use your Internet Banking to make the purchase.
HOW MUCH IS SHIPPING?
New Zealand: We offer free shipping on all orders over $24.95 to NZ addresses, or a fixed fee of $5 for orders under that amount.
International: We offer free shipping on all international orders over $100, or a cost of $15 for untracked freight or $45 for tracked freight for orders under that amount.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Once you have received an email informing you that your order has been shipped:
New Zealand orders: We aim to deliver your order within 1-3 working days
International orders: delivery times vary from 3-10 working days, depending on the destination.
DOES SOMEONE HAVE TO BE HOME TO COLLECT MY ORDER WHEN IT IS DELIVERED?
Cosmic only sends via a receipted delivery so please make sure you are sending your order to an address where someone will be there to collect within working hours. If no one is there to collect your item then the courier service will leave a calling card with their contact details so that you can arrange to collect your parcel.
INCORRECT OR MISSING ITEMS
If you receive your order and find we’ve sent the wrong thing or something is missing, please get in touch with our Customer Services Team who will resolve this for you.Click here to email us
DO YOU SHIP TO PO BOX ADDRESSES?
We are unable to deliver directly to PO Boxes or parcel lockers as our delivery services require a signature.
As soon as your order is dispatched from our distribution centre, you will be sent an email to confirm that it's on its way.
You can track your order using the tracking number and link in the dispatch confirmation email we will send to the email address you entered on your order.
HOW DO I RETURN AN ITEM PURCHASED ONLINE?
If for any reason you're not happy with your order, you can return it by sending it back to our distribution centre, or by taking it into one of our stores (excluding piercing jewellery, consumables including beauty products and cosmetics, underwear, swimwear or products that are no longer in sellable condition).
From receipt of your order you have 14 days to return items with proof of purchase provided they have not been used, worn or washed, and have all of the garment tags or packaging intact. We can either give you a full refund on the item(s), or exchange them for another style, size or colour. We may refuse to refund for an item where the item has been used, worn or damaged and is no longer in an acceptable sellable condition. All clothing must remain as new and un-worn. Shisha pipes, e-cigarettes or other smoking or vaping devices must remain unused. E-liquids must remain sealed. All toys and giftware must be returned in sellable condition.
Returning/exchanging instore: Please take your order confirmation, dispatch notice or invoice along with the items you wish to exchange or refund. Our store staff will be happy to help you. Upon return of the item you may exchange your purchase or receive a credit note. Please be advised that cash refunds cannot be given in store. All refunds will take place via bank transaction reversal within a 48 hour period.
Returning/exchanging via our Distribution Centre: When you return an item by post you must state how you would like us to process your return, whether you want an exchange or a refund where applicable. Exchange items must be of equal or lesser value. If the item you exchange for is of lesser value than the original item, we will refund the difference to the card used to make the original purchase.
Piercing jewellery, consumables, underwear, and swimwear: In the interests of hygiene, we are unable to accept returns of piercing jewellery, consumables, underwear, or swimwear.
HOW DO I RETURN ITEMS PURCHASED INSTORE?
If for any reason you're not happy with any items you have purchased instore, you can return them by taking them into one of our stores with your instore receipt as proof of purchase (excluding piercing jewellery, consumables, underwear, or swimwear). The item must still be in the original condition with all garment tags attached, we may refuse the return of items where it's obvious that this is not the case. Cosmic will fulfil its obligations in relation to faulty goods under the Consumer Guarantees Act but be advised that we do not accept returns on instore purchases in "change-of-mind" situations. In store purchases can also be returned via mail or courier at the customer's expense.
PROOF OF PURCHASE
If possible, please provide your receipt as proof of purchase. If you have lost your receipt then you can print out your original order confirmation that was sent to you via email and use this as proof of purchase.
If you have lost your instore receipt but have a record of the transaction on a bank statement you can take that into the store. Each store will manage this on a case by case basis.
At Cosmic we aim to provide you with quality products and service at all times, however if you have purchased an item from cosmicnz.co.nz and believe it to be faulty, please contact our customer service team and notify us of the faulty product within 14 days of receipt of your order. Please click here to contact us
SHIPPING COSTS ON RETURNS
All returns are at the cost of the purchaser and remain the responsibility of the purchaser until received by Cosmic.
We recommend you send your package on a tracked service so you are able to track your return’s whereabouts.
In the case of faulty goods, exchanges will be sent back to the purchaser for free. Otherwise, shipping costs in both directions will be borne by the customer.
THE EXCHANGE PROCESS
When you return an item to us for an exchange, first we will refund this item from your original invoice and then we will create a new invoice for the item you requested as an exchange and charge you for this separately.
You should see one refund and one new charge in your bank account.
We do this so that we are able to keep your original invoice intact and you are able to track your new order as an individual purchase.
Once we have refunded your original item and charged you for your new item, we will send you an email to let you know.
In any case where we are unable to fulfill an exchange request, you will be automatically refunded to the card you originally purchased with.
If you have any further queries regarding our returns and exchanges process, Please click here to contact us.
WHAT KIND OF INFORMATION DOES COSMIC COLLECT?
We may collect personal information about you, such as your name, email address, postal address, phone number, etc., when you visit our website, register with our website, place an online order, save your information with us online, contact us with a question or concern, or participate in a promotion.
HOW DOES COSMIC USE MY INFORMATION?
We may use your personal information in the following ways:
To process and fulfill your order, including to send you emails to confirm your order status and shipment
To communicate with you and to send you information by email, postal mail or other means about our products, services and promotions, unless you have directed us not to contact you with promotional communications
To administer and fulfill our promotions
To help us learn more about your shopping preferences
To help us address problems with and improve our site design, products and services
To enhance your shopping experience
To analyse trends and statistics
To protect the security or integrity of our website and our business
To contact you if necessary
You always have the choice not to receive marketing information. For instructions on opting out, please see our FAQs section.
DOES COSMIC SHARE MY INFORMATION?
We may share your personal information in the following ways: With our service providers who manage our customer information and perform services on our behalf, such as fulfilling promotions, sending communications to our customers etc. We do not authorise these service providers to make any other use or disclosure of your information.
To conform to legal requirements (including, but not limited to, requirements in accordance with any applicable law, regulation or government request) or comply with legal process, or to help maintain the law.
To protect our rights or property or those of our related companies.
To enforce our terms and conditions.
To act in the interest of our, or our related companies, customers or others.
HOW DO I ACCESS OR CHANGE MY INFORMATION?
You can review and change certain personal information related to your use of our online sites (such as your name and contact information). To access your information on the Cosmic website, simply sign in to your account using your email address and password, and you will be able to edit your personal information in your account profile.
You may also ask us to update your personal information by contacting us using the CONTACT section of our website. Please note that any request to update your personal information may take up to 10 working days to process.
HOW DO I MAKE CHOICES ABOUT RECEIVING PROMOTIONAL COMMUNICATIONS?
Cosmic wants to communicate with you only if you want to hear from us. If you prefer not to receive promotional information, such as information about special offers and sales events, you can let us know by contacting our web administration as described in the CONTACT menu. You can choose to opt out of email promotional communications by clicking unsubscribe in the body of the email. If contacting our web administration please be sure to include your full name and the email address you used when you registered with or made a purchase from Cosmic. If you ask us to remove your name and address from promotional lists, we will maintain your name in a "do not contact" file to ensure that we can honor your request. It may take up to 10 working days to process your email request, during which period you may continue to receive communications from Cosmic.
If you change your mind you can start receiving promotional communications from us again by logging into your online account and changing your preferences, by signing up when you visit our website or our stores or when you contact our web administration. Please note that if you make an online purchase from us, we will continue to confirm your order status and shipment by email. We may also need to contact you via telephone, email or postal mail with questions or information regarding your order.
Cosmic is concerned about the privacy and safety of children when they use the Internet. We will never knowingly request personally identifiable information online from anyone under the age of 13 without prior verifiable parental consent. Our website is a general audience site and is not targeted to or intended for use by children.
Our website uses "cookies," which are small data files that are stored on your computer when you visit a website. Cookies enable you to shop on our websites and may be used in a variety of ways to enhance or personalise your online browsing and shopping experience.
You can set your browser not to accept cookies or to notify you when you are sent a cookie, giving you the opportunity to decide whether or not to accept it. If you do not accept cookies, however, you will not be able to access your account information or make purchases on our websites.
HOW DO I KNOW MY PERSONAL INFORMATION IS SECURE?
We do our best to provide you with a safe and convenient shopping experience. Cosmic limits the number of employees that have access to the databases that contain personal data, and employees are advised of the importance of confidentiality. In addition, it is our policy to never send your credit card number via email. As an added safeguard, Cosmic does not st use third-party service provider Secure PayTech to process payments. Secure PayTech use Secure Sockets Layer (SSL) teore credit card information with your registered online profile.
Wechnology to protect your information as it is transmitted to us. Where an online retailer uses SSL technology, at the checkout the online retailer serves and your PC encrypts everything that you enter into your computer, such as credit card details, billing and delivery address. When it is encrypted, generally other computers are unable to make sense of it, therefore keeping the information private while it is being transmitted.
While we implement the above security measures on this site, you should be aware that 100% security is not always possible.
HOW DO I RETURN AN ITEM I BOUGHT?
Depending on circumstances, both online purchases and in-store purchases may be returned via mail/courier or at one of our stores within 14 days of purchase/receipt of goods. For full details, please see our returns policy.
CAN I TRACK MY ORDER?
Yes. You can track your order using the tracking number and link in the dispatch confirmation email we will send to the email address you entered on your order. Please refer to our shipping info page for more details.
HOW DO I SIGN UP FOR THE NEWSLETTER?
Simply enter your email address into the form at the bottom of this page.
HOW DO I MAKE A COMPLAINT ABOUT CUSTOMER SERVICE?
Cosmic prides itself on providing excellent customer service. However, if you feel you have not received adequate customer service in one of our stores, then please contact us through any of the channels listed on the contact page of this website. Please include any details you can about store location, time, the staff members’ name, and the nature of the incident. We endeavor to address any concerns as soon as possible.
WHY HAVE I NOT RECEIVED A CONFIRMATION EMAIL WITH MY ORDER?
There is a chance that our email may have ended up in your spam folder. If, having checked there you can still not find it, please contact us and we will sort out resending your confirmation.
I SAW SOMETHING IN-STORE BUT I CANT FIND IT ONLINE... WHY?
For various reasons, not all items that are available in-store will be available online. If you have a specific item you wish to purchase but are unable to make it into one of our stores, please contact us and we will do our best to source the item for you.
CAN I ORDER FROM ANYWHERE IN THE WORLD?
Most of our products can be shipped anywhere in the world. However some of our products may be restricted in some territories. It is up to you to understand the laws of your country before you make a purchase with Cosmic. Cosmic holds no responsibility for items held or seized by customs.
DO I HAVE TO BE 18+ TO BUY FROM COSMIC?
Some Cosmic products are strictly R18 and you will need to provide age verification before a purchase can be made. However, most of the products on our website and in our stores are not R18.
HOW CAN I WORK FOR COSMIC?
If you want to join the team at Cosmic, please see our careers page for all the information you need.