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1. Shipping Policy Scope
This Shipping Policy is formulated in accordance with the EU Consumer Rights Directive (2011/83/EU), the Transport Services Directive (2016/2370/EU), and relevant EU member state regulations on logistics and transportation. It applies to all consumers and businesses within the EU who purchase apparel products through our official website (cosmonv.com), email orders, or authorized partner channels. This policy covers the entire order fulfillment process, including logistics delivery, shipment tracking, and exception handling.
This policy does not apply to shipments outside the EU. (For shipments outside the EU, please contact customer service separately and comply with the shipping regulations of the destination country/region.) 2. Shipping Time and Process
(I) Shipping Time
For in-stock apparel products, we will arrange shipment within 5-7 business days after you complete your order payment and confirm receipt information. (Business days are Monday to Friday, excluding EU statutory holidays and our company's announced closing times.)
If your order requires a simple inventory transfer (such as transferring from another partner warehouse within the EU), delivery may be extended by 1-2 business days. We will notify you of the estimated delivery time in advance via email.
Once your order is shipped, we will immediately send you a "Shipping Notification" via email, which will include the tracking number, carrier information, and a tracking link. You can use this link to track the shipment progress in real time. (II) Pre-Shipping Confirmation
Before shipping, we will verify your order information (including delivery address, contact person, phone number, clothing category, and quantity). If we find any issues such as an incomplete address or unreachable phone number, we will contact you via email or official website for confirmation. During this confirmation period, the shipping time will be postponed accordingly.
If you need to modify your delivery information (e.g., change your address or contact person) within 24 hours of placing your order, please immediately email [email protected] (with the subject line "Change Order Delivery Information - Order Number XXX"). Modifications made after this deadline may not be possible, and you will be responsible for any resulting shipping issues (e.g., wrong shipment or return). 3. Shipping Time and Carriers
(I) Shipping Time
Transportation time within the EU (from tracking number generation, shipment, to delivery) is 15-40 calendar days. This time may fluctuate slightly due to the following factors:
Destination Country/Region: Shipping time to core EU member states (such as Germany, France, Italy, and Spain) is typically 15-25 calendar days. Shipping time to remote member states or regions (such as northern Finland and the Greek islands) may extend to 25-40 calendar days.
Peak periods: During peak periods such as the EU Christmas shopping season (late November to mid-December) and Black Friday sales, shipping times may be extended by 3-5 calendar days. We will provide advance notice of peak periods on our website.
Force Majeure: In the event of shipping delays due to severe weather (heavy rain, heavy snow), strikes at logistics hubs, or unplanned border inspections, we will promptly notify you of any progress via email. (II) Partnered Carriers
To ensure stable transportation and cargo safety, our partnered logistics carriers within the EU are all licensed and certified EU transport providers, including but not limited to:
DHL (covers all EU member states and is suitable for orders with high timeliness, with delivery times as short as 15-20 calendar days in some regions);
UPS (excels in cross-border EU transport, offers efficient customs clearance, and offers extensive coverage in remote areas);
European Postal Cooperation Network (such as Deutsche Post DHL Paket and La Poste, offering high cost-effectiveness and suitable for shipping general clothing orders).
Based on your delivery address and order details, we will select the optimal carrier to ensure efficient and safe delivery of your goods.
4. Shipping Costs and Responsibilities
(I) Shipping Cost Calculation
The shipping cost within the EU is calculated based on the weight and volume of the clothing you purchase and the country/region of destination. The specific cost will be automatically generated based on your order information and displayed on the "Order Checkout" page when you place your order. You will be able to clearly view the cost details (including basic shipping fee, fuel surcharge, and remote area surcharge, if applicable). If your order value reaches our "free shipping threshold" (the specific threshold is subject to the official announcement on our website), the basic shipping fee will be automatically waived.
Special clothing (such as heavy outerwear or multi-piece orders) may incur additional shipping fees due to their weight or volume. These fees will be automatically added during checkout or announced in advance by customer service. (II) Costs
Regular shipping costs (including basic shipping and normal customs clearance fees): If your order does not qualify for free shipping, you will be responsible for the shipping costs. If it does, we will cover the shipping costs.
Additional costs:
If the goods are returned or re-shipped due to an incorrect delivery address or no one signing for them, you will be responsible for the return shipping and re-shipping fees.
If the goods require customs inspection during transportation (standard EU cross-border transportation procedures), and you fail to provide necessary customs clearance information (such as personal identification information for personal items), resulting in customs clearance delays, you will be responsible for any demurrage and storage fees incurred.
If the apparel product is returned or exchanged due to quality issues, we will cover the return shipping costs (you must retain the logistics invoice for reimbursement). 5. Cargo Packaging and Safety
(I) Packaging Standards
To protect garments from damage and contamination during transportation, we use packaging materials that meet EU environmental standards (biodegradable plastic bags, cardboard boxes, and shockproof bubble wrap). We select the appropriate packaging method based on the characteristics of the garments:
Ordinary garments (such as T-shirts and shirts): First, wrap them in individual dust bags, then place them in cardboard boxes filled with bubble wrap to prevent crushing.
Fragile garments (such as dresses with accessories and blazers): Add additional cardboard support to prevent deformation during transportation.
Multiple garment orders: Pack by category and mark the outside of the box with warning labels such as "Fragile, Do Not Press" and "Moisture-Proof." (If you require special packaging, please indicate this when placing your order and we will do our best to accommodate.) (II) Cargo Safety Assurance
Our company has signed a cargo transportation safety agreement with the carrier, which clearly defines our responsibilities for the safekeeping of goods during transportation. If goods are lost or damaged during transportation (not due to force majeure), we will assist you in filing a claim with the carrier and provide you with a replacement, refund, or compensation plan, depending on the circumstances.
Upon receipt, we recommend that you inspect the packaging for signs of damage, tearing, or opening. If you find any packaging irregularities, you may refuse to accept the goods and immediately contact our customer service at [email protected]. We will coordinate with the carrier to verify and resolve the issue. If you have already signed for the goods and subsequently discover damage, you must provide photos of the damage, packaging, and shipping tracking number within 48 hours of receipt. Failure to do so may affect your claim processing. 6. Logistics Tracking and Information Inquiry
After your shipment is shipped, you can track its progress through the following methods:
Official Tracking: Log in to [cosmonv.com], go to the "My Orders" page, find the order, and click "Tracking" to view real-time logistics information.
Carrier Tracking: Use the carrier link in the "Shipping Notification" email to enter the tracking number (e.g., DHL or UPS).
Customer Service Assistance: If you encounter any issues tracking your shipment (e.g., if your logistics information has not been updated for a long time), please email [email protected] and provide your order and tracking numbers. We will assist with verification and provide feedback within three business days.
Logistics Information Update Frequency: Carriers typically update information once or twice daily at key milestones, such as when shipments arrive at a logistics hub, complete customs clearance, are in the process of being delivered, or are about to be delivered. This is normal. Update frequency may be lower in remote areas or during customs inspections. 7. Exception Handling
(I) Shipping Delays
If the shipment has not been delivered for more than 40 calendar days, or if the logistics information has not been updated for more than 7 calendar days, you may request a "Delay Inquiry" by emailing [email protected] and explaining the situation. We will immediately contact the carrier to verify the cause of the delay (e.g., whether it is stuck at customs or if the shipping route has been adjusted) and provide you with a solution within 5 business days (e.g., urging the carrier to expedite delivery or requesting compensation).
For shipping delays caused by force majeure (e.g., natural disasters, war, or large-scale epidemics), we will promptly update you on the latest progress and resume shipping as soon as the force majeure factor has been resolved. We will not be liable for delay compensation in such cases, but we may negotiate order adjustments (e.g., extending the delivery time or changing the shipping method). (II) Lost or Damaged Goods
Lost Goods: If the shipping information shows "shipped" but there is no subsequent update for an extended period, or the carrier confirms the goods are lost, we will provide two solutions after verification: ① Free reshipment of the same item (subject to stock confirmation; if not, select option ②); ② Full refund (including the product price and shipping fees). The processing time is 7-10 business days.
Damaged Goods: If you discover damage upon receipt, or report the damage within 48 hours of receipt and provide valid evidence (photos of the damage, packaging, and shipping tracking number), we will handle the issue based on the severity of the damage: ① Minor damage that does not affect use will result in a negotiated compensation; ② Severe damage that is unusable will result in a free exchange or full refund. All return logistics costs will be borne by our company. (III) Refusal and Return of Goods
If you refuse to accept the goods without a valid reason (e.g., simply because you "don't want them" or "changed your mind"), we will refund you the remaining amount after the goods are returned to our warehouse, deducting the shipping costs (including shipping and return shipping) from the order amount. The refund period is 10 business days after the goods are returned and inspected.
If the goods are returned due to an incorrect delivery address or unreachable contact person, we will notify you by email. You must confirm the handling method (e.g., reshipping with additional shipping costs, requesting a refund) within 7 business days of receiving the notification. If you fail to confirm within this period, the goods will be temporarily stored by our company for 30 days. If you fail to process the goods after this period, you will be deemed to have abandoned the goods and we reserve the right to dispose of them at our discretion.
8. Policy Updates and Contact Inquiries
(I) Policy Updates
This Shipping Policy is subject to update based on revisions to EU shipping regulations, adjustments to logistics carrier partnerships, or optimization of our business operations. The updated policy will be posted in the "Legal Terms - Shipping Policy" section of [cosmonv.com] and will take effect 10 calendar days after the posting. If you continue to place orders after the policy update, you will be deemed to have accepted the updated terms.
For major policy changes (such as changes to shipping rates or changes to core carriers), we will notify registered users via pop-up notifications on our website, emails, and other means to ensure you are kept up to date with any changes. (II) Contact Us
If you have questions about our shipping policies or require assistance during shipping (such as inquiring about logistics or handling issues), please contact us through the following methods:
Email Inquiries: Send an email to [email protected] with the subject line "EU Shipping Inquiry - Order Number XXX" (if an order has been placed) and a detailed description of your issue. We will respond within three business days.
Official Website Inquiries: Log in to [cosmonv.com] and submit an inquiry form through the "Contact Us" section. Customer Service will respond within 24 hours on weekdays.
Urgent Logistics Inquiries: Contact the carrier's customer service directly (the carrier's contact information is included in the "Shipping Notification" email). Please also send a copy to our email address for follow-up assistance.