PLEASE NOTE: For items purchased in-store, please scroll down for "How do I return an item purchased in-store".
If for any reason you're not happy with an item you purchased online, you can return it by sending it back to our distribution center.
Items that cannot be returned are piercing jewellery, consumable items including beauty products and cosmetics, underwear, swimwear and products that are no longer in sell-able condition due to being worn, washed, or packaging and tags being removed.
From receipt of your order, you have 14 days to return items with proof of purchase provided they are in sell-able condition and have not been used, worn or washed, and have all of the garment tags or packaging intact.
Returning/exchanging via our Distribution Center: Please fill out the returns form included with your purchase for returns of clothing or vaping hardware. For all other returns, please contact us before posting to get approval for the return and confirm whether you want an exchange or a refund where applicable. We do not accept drop ins to our distribution center.
You can exchange for another style, size or colour. If the item you exchange for is of lesser value than the original item, we will refund the difference to the payment type used to make the original purchase.
Refunds will be issued through the payment type used to make the original purchase.
We may refuse to exchange or refund an item where the item has been used, worn or damaged and is no longer in an acceptable sell-able condition. All clothing must remain as new and unworn. Shisha pipes, e-cigarettes or other smoking or vaping devices must remain unused. E-liquids must remain sealed. All toys and gift-ware must be returned in sell-able condition. In the interests of hygiene, we are unable to accept returns of piercing jewellery, consumables, underwear, or swimwear.
Returning/exchanging in-store: Please be aware that we currently do not accept returns of online purchases in our stores.
When you return an item to us for an exchange, we will refund the difference where the item exchanged for was a lesser value. Exchanges where the replacement item is of higher value will need payment of the difference made.
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 contact us.
Contact us before returning an item purchased using Laybuy.
When Cosmic receives the product/s, accepts the return and refunds the full amount to Laybuy all future payments for that order will be cancelled. If you have already made one or more payments, the instalments paid will be refunded to the credit/debit card that you used to place the order. Once notified by Cosmic, Laybuy will process the refund immediately and send you an email to confirm that the refund has been applied. The bank may take 5-7 business days to process this amount.
Please note, you will be liable for all payment amounts until Laybuy receives confirmation from Cosmic that a return has been accepted and have refunded the purchase amount into Laybuy's account.
Cosmic will fulfill its obligations in relation to faulty goods under the Consumer Guarantees Act but please be advised that we do not accept returns on in-store purchases in "change-of-mind" situations. Any item purchased on SALE is non-refundable.
Items that cannot be returned are piercing jewellery, consumable items including beauty products and cosmetics, underwear, swimwear and products that are no longer in sell-able condition due to being worn, washed, or packaging and tags being removed. The item must still be in the original sell-able condition with all garment tags attached. We may refuse the return of items where this is not the case.
If you are unable to return your purchase back in to store e.g. live in another city, please contact us for further assisatnce.
In all cases we require a receipt as proof of purchase. If you have lost your online 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 in-store 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 us and believe it to be faulty, please contact us and notify us of the fault or visit us at one of our stores.
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, Cosmic will cover the cost of shipping a replacement item and returning the faulty item if applicable.