Help & Advice

Browse through our extensive FAQs to answer all your questions!

FAQ Categories

 

  • Shopping Guide

    • How do I place an Order?
      Making a purchase could not be easier. Just browse our shop, and click on any items that you wish to buy and put them into your shopping basket. After you have finished your selection, click on "Checkout" and you will be asked for a few details that we need to be able to satisfy the order.
    • What are the Postage Costs?
      Postage within the UK is currently charged at a flat rate of £4.50. Orders over £75 are shipped FREE of charge within the UK, standard delivery.
    • How long does delivery take?
      Most UK deliveries arrive within 48 hours of you placing your order. Personalised items and hand-made to order, please allow between 14 and 21 days for delivery. You should allow between 14 and 21 days for orders to destinations outside of the UK.
    • Are my credit card details safe?
      Yes. Our payment service provider, PayPal provide the safest means available today for ordering securely on the Internet. Click here to read our security statement.
    • Can I receive an Order quickly in time for a birthday or Christmas?
      Yes. Your first option is to place your order before 12 noon on a working day, and it will be dispatched as a standard service the same day 1st class Recorded Delivery without additional charge. However, if you need a guaranteed delivery service, you can simply choose the Special Delivery option on the checkout page. For a few pounds more we can send your order by 24 hour Guaranteed Special Delivery.
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  • Secure Shopping


    • For your peace of mind we use only recognised companies to process our customers' online credit and debit card payments. Our preferred payment service provider is PayPal, who is trusted by thousands of companies and provide the safest means available today of shopping on the Internet. 

      We never see your credit or debit card details, instead our payment service provider process your payment and do their own security checks before telling us if your payment has been accepted. There is also no need for you to register or create an account with PayPal in order to place an order with us. 

      Privacy & Disclosure 
      We respect your right to privacy. We will never pass your personal information to other parties except when required as part of the business services we provide for you (Royal Mail will need to know your address), or as required under UK law. 

      Cookies are used on this shopping site to keep track of the contents of your shopping cart once you have selected an item. We are committed to safeguarding the privacy of our users while providing the highest possible quality of service. We will only use the information that we collect about you lawfully in accordance with the Data Protection Act 1998 and according to the Distance Selling Regulations 2000. 

      Information collected 
      We collect the information you supply to us through enquiry and registration forms and every time you e-mail us. We also collect information automatically about your visit to our site. The information obtained in this way is only used in aggregate form and as such cannot be used to identify you. This aggregate information is used to build up marketing profiles aid strategic development and audit usage of the site. We do not send out any unsolicited marketing material to any of our customers.
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  • Our Guarantee


    • We want you to be happy with everything you buy from Cosmic Collection. If for any reason you are not satisfied with your purchase, please return it in its original packaging and in re-saleable condition within 10 days of receipt, and we will issue a full refund (minusthe original postage costs) within 14 days of receipt of the returned item(s).οΎ 
       
      Please note thatgoods returned to us in an unacceptable condition,used or opened will not be refunded.
       
      When returning goods to us, please obtain proof of posting; we cannot accept responsibility for items lost in the post. We strongly advise you to return goods by Recorded Delivery for peace of mind.
      Please review our shipping and returns policy. If you are unsure of your rights, in the first instance please feel free to contact us at your convenience.
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  • Shipping & Returns


    • Postage costs are clearly shown before you complete your order.

      Shipping

      You will receive a confirmation of your order by e-mail, which will include confirmation of availability and delivery schedule. If an item is not in stock, we will inform you of your choices available:

      - Wait for the item to become available, and it will be shipped when it's back in stock
      - Cancel the item off the order and receive a refund for this item
      - Cancel the whole order and receive a full refund

      All orders must be signed for at the point of delivery.      Orders are dispatched in one shipment only. You can request part shipments, but the extra cost will be charged to you. Orders can only be accepted, if they are placed through the PayPal system and paid for in advance.

      Orders typically take between 1 and 5 days to arrive.  At busy times however it may take a little longer. If there is likely to be any sort of delay with your order, we will notify you by email or phone at the earliest opportunity to give you the choice of ordering an alternative item in stock, or refunding your purchase.

      Nearly all orders arrive within a few days, however please allow up to 28 days for delivery of back-ordered or personalised items.  Courier delivery can be arranged for an additional cost.  Please contact us for further information.

       

      Returns and Refunds

      We offer a 10 day no-quibble money back guarantee!

      You can return your item(s) to us within 10 days of receiving your order for a complete refund (minus the original postage charge). All that we ask is that the item(s) must be returned to us in their original as new condition with all of the tags attached and the item(s) still in their original packaging. Items that have been used, washed, soiled or damaged in any way will invalidate our offer.

      You are entitled to return your item(s) to us in their original condition within 28 days of receiving your order for an exchange. This means that you can replace your original order with item(s) from our online shop up to but not exceeding the value of your original purchase.   You are strongly advised to use signed-for (recorded) delivery when returning orders - we will not be held responsible for returns that go missing in the post.

      International customers wishing to return items for exchange or refund must do so at their own cost. Orders cancelled within 24 hours of being placed are subject to a 2.5% charge to cover credit card fees.

      IN THE FIRST INSTANCE, PLEASE CONTACT US TO OBTAIN A RETURNS-TICKET AND FULL SHIPPING ADDRESS, THANK YOU.

      Please remember to include your original order number when communicating with us.

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