FAQs

We process most of our orders on the day they are placed, if you think you've entered the wrong information, flick us an email at info@cosmicnz.co.nz as soon as possible and we will endeavour to adjust your details before we get your order out.

All of our orders are tracked and as a default, require a signature at the time of delivery. Removing the signature required option takes liability away from Cosmic and the courier, and makes you solely responsible for your package. If you are having trouble locating your package, or believe it has been signed for by someone other than yourself, email us at info@cosmicnz.co.nz and we will coordinate with the courier to track down your order.

If you have placed an order with us but have not received your confirmation email, please make sure you check your spam folder as they can sometimes get sent straight there. If you still cannot find the email, please contact us on 0800 267 642 and we can make sure you receive all the information that you need, or send us an email to info@cosmicnz.co.nz.

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 for more details.

The short answer is no. Once an order has been placed the items are taken out of the stock holdings in our system and allocated to a location for dispatch. Once this process is underway we unfortunately cannot make any alterations to the order.

If you have ordered something in error or have changed your mind, please contact us and we can cancel the order for you so you can place a new one. You will be refunded the cost of the previous order, but it may take 1-2 business days for your refund to process.

Please note, if your order has already been dispatched, we will be unable to cancel it and you will have to return the items to us before we can issue a refund.

You can sign up to be a part of the High Rollers Club by clicking the profile icon at the top right of the website and choosing 'Create and account'. You can also find the sign up link at the bottom right of the site in the footer links.

Our distribution centre is closed on Public holidays and weekends. Any order placed on a Public holiday or weekend will be processed for dispatch on the following business day. Our centre is based in Christchurch and therefore we recognise Canterbury Anniversary Day as a Public holiday.

Orders placed by midday Monday to Friday will be dispatched same day. Orders placed after midday may be dispatched same day if possible, but if not they will be the next business day. We have an overnight delivery target on business days to major towns and cities in NZ but cannot guarantee overnight delivery once the package is with the courier. Rural deliveries take 1-3 working days to be delivered once picked up by the courier.

Our distribution centre is closed on Public Holidays and weekends. Any order placed on a Public Holiday or weekend will be processed for dispatch on the following business day.

Our distribution centre is based in Christchurch and therefore we recognise Canterbury Anniversary Day as a Public Holiday.

Most of our stores are designated as Specialist Vape Retailers (SVR), with the exception of Cosmic Coffee & Vape on Cuba St, and Plaza. Unfortunately, click and collect orders for restricted items cannot be collected from these stores. Please place your order for Cosmic Cuba or Cosmic Plaza Vape instead.

We use Courier Post for the majority of our online deliveries within New Zealand. Cosmic has a flat rate of $6.50 for shipping, or free for any order within NZ over $49.00. If your order contains oversized or bulky items, the shipping cost will be $14.50 regardless of spend.
Our delivery target for any order received before 12 pm on week days is overnight, or 1-3 days for rural areas.

We accept credit and debit card payment from VISA and Mastercard, including preloaded Prezzie cards.

Zip is a buy now, pay later service that allows you to pay interest-free over 6 weeks.

Please note that Zip does not allow payments for Vaping related products.

Cosmic gift cards, can be purchased and redeemed both in store and online. To redeem a Cosmic gift card online it must be registered. To do this please create a customer account by clicking the account icon at the top right corner of your screen and choosing "Create An Account". Once you have created an account you can register your Cosmic gift card in your customer profile by clicking the "My Gift Cards" option in your dashboard.

ONLINE RETURNS

If you want to exchange or return an item you purchased online, please send it back to our returns department with your order number or a copy of your invoice. We do not offer exchanges on products purchased online. You can return an item for a refund and place a new order for the product you desire.. All items must be in resellable condition (ie not used, worn or washed, and with all tags and packaging intact).

Our returns address is:

Cosmic Returns
10 Lismore Street
Waltham
Christchurch 8011

For further help email info@cosmicnz.co.nz with your full name, order number, and reason for return. One of our staff will be in touch as soon as possible to arrange the details of your return.

IN-STORE RETURNS

If purchased in one of our stores you can bring the item/s into your nearest COSMIC. Make sure to have your receipt handy. Check whether your item is eligible for return first by reading the "how do I return an in-store purchase" section here. Note that we do not offer refunds on in-store purchases.

If you purchased from one of our stores and your purchase is eligible for return you can return in store. Take a copy of your proof of purchase and return it to one of our 15 stores nationwide within 14 days from the purchase date. Note that we do not offer refunds on instore purchases.

You may return an online purchase to a store, but please note the store will only be able to offer an exchange or store credit, as they do not issue refunds.

Yes you can.
We do our best to show our products clearly online and describe them in detail, but we understand that you can't try an online purchase on first, and sometimes it's just not quite what you thought once you see it in person. If for any reason you are unhappy with an online purchase we will accept returns for exchange, credit, or refund (note: returns are at customer cost unless the product is faulty). To find out more check out our returns page.

Under the Consumer Guarantees Act Cosmic isn't obligated to accept change of mind returns. We recommend taking the time to make the right decision in store before you make a purchase. Always make use of our friendly staff if you need help, and try fashion items on in our fitting rooms first before you buy.
We may be able to offer an exchange or store credit to help you find the right thing in some cases, check out our returns page to see what items we can't accept back.

You have the right to return a faulty item to us to find a solution for you. We fulfil our obligations under the Consumer Guarantees Act. Let us know as soon as you can by returning it to store or getting in touch here.
Cosmic is not obligated to accept returns in "change of mind" situations, however in most circumstances we are happy to refund an online purchase if you change your mind as long as it is returned to us in sellable condition.
We recommend checking out the government website Consumer Protection as a great resource for learning what your rights are, and what our obligations are under the Consumer Guarantees Act

Vaporizer Return Policy

If your vaporizer is not functioning correctly due to a manufacturing fault and is still within the warranty period, you can contact us to initiate a return. Please include all relevant details of the fault in your initial email, along with proof of purchase.

Return Process:

• We will provide a prepaid courier bag for returning the device.
• Before sending it back, ensure the device is thoroughly cleaned of all plant matter, resins, and oils.
• We cannot assess or process devices that contain illegal substances. Nor can we assess goods where proof of purchase has not been provided.

Assessment & Resolution:

• Once received, we will assess the device for faults. If a manufacturing fault is confirmed, we will send you a replacement unit.
• If the device is found to be functioning correctly, or if the fault is determined to be caused by misuse, accidental damage, or general wear and tear, the customer may be required to cover the return shipping cost.
• This is in accordance with the Consumer Guarantees Act 1993, which outlines consumer rights and retailer obligations.

Processing Time:

Please allow up to 2 weeks from the time you contact us until resolution.

Yes, simply follow this link and fill in the details.

Yes you can. Just log into your Cosmic account, go to your profile, and click "MY GIFT CARDS" to register your giftcard. Once registered, the giftcard can be used either online or in store.

Simply follow this link and scroll to the bottom of the page, there you will be able to enter your gift card number to check your balance.

The bulbs used in Himalayan Salt Lamps are meant to be in a stationary position. If they are moved suddenly or are exposed to vibration they are likely to blow. High humidity can also cause bulbs to blow.
If you have salt lamp globes/bulbs popping (blowing) regularly, here are some things to take into consideration.

• The average lifespan of a salt lamp (incandescent) globe is approximately 1000 hours (or around 42 days if left on continually).
• You should check to see if the salt lamp globe is screwed in firmly enough to touch both contacts. If it isn't screwed in enough, then it won't work.
• Please make sure you hold the bulb in a tissue to screw it into the cord. Oils from your fingers can cause the bulbs to blow.
• Do not move the lamp if it is still warm and has been on for some time. Wait for the lamp to cool down if possible. You don't have to wait for it to cool down, but it is preferred if you can.
• There is a large current drawing appliance on the same circuit that is turned on/off, and there is a momentary power spike; try plugging the lamp into another power-point and see if it will light up.
• There is excessive ‘micro vibration’ nearby. A micro-vibration is when the lamp is too close to the TV and the sound is producing some vibrations. Again, this isn't a major problem, just something to keep in mind if your globes are constantly blowing.
• If the lamp has been turned off and the salt lamp has ‘cried’ while being turned off and has not been wrapped up, salt may have cried onto the bulb which will cause it to blow.