FAQs
I Have Not Received A Confirmation Email
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.
Can I Change My Address After My Order Has Been Placed?
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.
I Haven't Received My Order
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.
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 for more details.
How Do I Sign Up For The Newsletter?
You can sign up to be a part of the Cosmic 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.
Delivery Methods And Charges
We use Courier Post for the majority of our online deliveries. Cosmic has a flat rate of $5 for shipping, or free for any order within NZ over $24.95.
Our delivery target for any order received before 12 pm on week days is overnight, or 1-3 days for rural areas.
Public Holidays And Weekends
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.
CHRISTMAS 2019
We recommend doing your online Christmas shopping with us no later than Wednesday the 18th of December. Due to high freight volumes we cannot guarantee that our couriers can meet the standard 1-2 day target after this time.
Holiday Shipping
Due to the holidays, there may be delays in delivery time. We will be shipping orders over the holidays every business day except the public holidays.
CHRISTMAS 2020
We recommend doing your online Christmas shopping with us no later than Friday the 18th of December. Due to high freight volumes we cannot guarantee that our couriers can meet the standard overnight target after this time.
How Long Will My Order Take To Arrive?
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.
CHRISTMAS 2019
We recommend doing your online Christmas shopping with us no later than Wednesday the 18th of December. Due to high freight volumes we cannot guarantee that our couriers can meet the standard 1-2 day target after this time.
Credit Or Debit Card
We accept credit and debit card payment from VISA and Mastercard.
Can I Purchase Gift Cards Online?
Yes, simply follow this link and fill in the details.
Can I Use My Gift Card Online?
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.
How Do I Check My Gift Card Balance?
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.
How Can I Return My Purchase?
For online purchases please fill in the returns form enclosed with your order. 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.
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.
Is My Purchase Eligible For Return?
ONLINE RETURNS
If for any reason you are not happy with your online purchase, you have 14 days from confirmation of your order to begin the return process. Simply fill out the return form provided with your product/s and return to the address provided, or for further help email info@cosmicnz.co.nz or call 0800 COSMIC (267 642).
STORE RETURNS
If you have purchased an item in store, returns are subject to our in-store returns policy. We will fulfill our obligations where a product is found to be faulty, and will do our best to help you get the most satisfaction from your purchase! We do not accept change of mind returns for in store purchases.
For more info about returning an in-store purchase check out the 'how do I return an in-store purchase' section on our returns page.
Can I Return My Purchase In Store?
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 9 stores nationwide within 14 days from the purchase date.
Currently we cannot accept the return of online purchases in to our stores. For information on how to return an online purchase click here.
Can I Return My Online Purchase If It's Not What I Wanted?
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.
Can I Return An In-store Purchase If I've Changed My Mind?
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.
What Are My Rights When Returning Items?
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.
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