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on the Service that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies or out-of-date information regarding pricing, shipping, payment terms, or return policies.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.
5. VAPE SALE
The 2019 Vape sale runs from January the 1st to January 31st. A 10% discount applies to all vapes, e-liquids, and vape accessories. Not in conjuction with any other offer or discount. Discount calculated at checkout.
CREDIT or DEBIT CARD
We accept VISA, American Express and Mastercard, via e-way.
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.
With PartPay, you pay a quarter of the purchase price at checkout, enjoy your purchase right away, then pay another quarter for the next three fortnights. No fees, no establishment charges and no interest. See partpay.co.nz for more information.
We can not currently accept Cosmic vouchers online. These are an in store only payment option.
HOW MUCH IS SHIPPING?
We have a flat rate of $5 for shipping anywhere within New Zealand. Any purchase of $24.95 or more receives free shipping to any NZ address.
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.
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 on December 25 & 26 and January 1 & 2.
DO I HAVE TO SIGN TO RECEIVE MY ORDER?
Cosmic requires a signature to deliver your order, so please make sure you are sending your order to an address where someone will be there to sign for it within working hours. If no one is there to sign for your item then the courier service will leave a calling card with their contact details so that you can arrange to collect your parcel at a time that suits you.
DO YOU DELIVER TO INTERNATIONAL ADDRESSES?
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.
International shipping cost is $15 for untracked freight or $45 for tracked freight.
International delivery times vary depending on the destination.
DO YOU DELIVER E-CIGARETTES OR E-LIQUIDS INTERNATIONALLY?
Due to current restrcitions we do not ship e-cigarettes or e-liquids outside of New Zealand.
INCORRECT OR MISSING ITEMS
If you receive your order and find we’ve sent the wrong thing or something is missing please contact us
DO YOU SHIP TO PO BOX ADDRESSES?
Yes, We can offer delivery to PO Boxes in NZ.
CAN I TRACK MY ORDER?
All of our orders are tracked. 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.
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.
HOW DO I RETURN AN ITEM PURCHASED ONLINE?
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 centre or by taking it into one of our stores.
Items that cannot be returned are piercing jewellery, consumable items including beauty products and cosmetics, underwear, swimwear and products that are no longer in sellable 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 sellable condition and have not been used, worn or washed, and have all of the garment tags or packaging intact.
Returning/exchanging in-store: 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: Before posting you must contact us to get approval for the return and confirm whether you want an exchange or a refund where applicable.
Exchange items must be of equal or lesser value. 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 sellable 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 giftware must be returned in sellable condition. In the interests of hygiene, we are unable to accept returns of piercing jewellery, consumables, underwear, or swimwear.
THE EXCHANGE PROCESS
When you return an item to us for an exchange, we will refund the difference where the item exchanged for was a lesser value. You will receive an updated invoice with this item, and an email with tracking information once the item is dispatched from our distribution centre.
In any case where we are unable to fulfil 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.
HOW DO I RETURN AN ITEM I PURCHASED USING PARTPAY?
Contact us before returning an item purchased using PartPay. If the return is approved by us, we will contact PartPay and advise them to process a refund equal to the amount paid at that time.
HOW DO I RETURN ITEMS PURCHASED IN-STORE?
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 in-store receipt as proof of purchase.
Cosmic will fulfil 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.
Items that cannot be returned are piercing jewellery, consumable items including beauty products and cosmetics, underwear, swimwear and products that are no longer in sellable condition due to being worn, washed, or packaging and tags being removed. The item must still be in the original sellable condition with all garment tags attached and we may refuse the return of items where this is not the case.
In-store purchases can also be returned via mail or courier at the customer's expense. Please contact us to arrange this.
PROOF OF PURCHASE
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.
FAULTY GOODS & WARRANTIES
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.
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, Cosmic will cover the cost of shipping a replacement item and returning the faulty item if applicable.
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 for more details.
HOW DO I SIGN UP FOR THE NEWSLETTER?
Simply enter your email address into the form at the bottom the home page or create an account via ‘log in’ on any page.
HOW DO I UNSUBSCRIBE FROM THE NEWSLETTER?
Simply select ‘unsubscribe from this list’ at the bottom of an email from Cosmic.
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 the contact page on this website. Please include any details you can about store location, time, the staff members name if known and the nature of the incident. We endeavour 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 you cannot find it there, please contact us and we can resend 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.