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I. Scope of Policy Application
This service policy is formulated in accordance with the EU Consumer Rights Directive (2011/83/EU) and relevant consumer service regulations of EU member states. 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, providing pre-sales, in-sales, and after-sales service.
It does not apply to customers outside the EU (overseas customer service is subject to the laws of the destination country/region; please contact customer service separately).
It does not apply to apparel products sold through non-official channels (e.g., products sold through unauthorized third-party platforms, for which service liability rests with the seller).
II. Pre-Sales Service
(I) Product Consulting Service
For inquiries regarding clothing materials, sizes, styles, care, and inventory, you can obtain consulting services through the following methods:
Online Consultation: Log in to [cosmonv.com] and click the "Live Customer Service" icon on the right side of the page. We provide real-time communication on weekdays (Monday to Friday, 9:00 AM - 6:00 PM Central European Time). Messages left on non-business days will be responded to within one business day.
Email Inquiry: Send an email to [email protected], specifying "Product Inquiry - XX Garment (Product Name/Model)." We will provide a detailed response within two business days, including material testing reports, size charts, and other relevant information (if requested).
Telephone Inquiry: Call our EU service hotline (the specific number is subject to the official website). You can speak directly to customer service on weekdays for urgent inquiries. (II) Order Assistance
If you encounter any issues placing an order on our official website (such as payment failures or order submission errors), please contact our online customer service or email us with a screenshot of your order. Customer service will assist in troubleshooting the issue and guide you through completing your order.
For corporate customers purchasing in bulk, we offer dedicated order planning services, including batch shipment arrangements, personalized invoice issuance, and payment term negotiation (compliant with EU commercial credit regulations), streamlining the purchasing process.
III. Pre-sale Services
(I) Order Progress Notification Service
After successful payment, we will email an "Order Confirmation Notification" containing information such as the order number, product details, payment amount, and estimated delivery time.
After the order enters the shipping process (e.g., inventory adjustments, packaging), if there is a shipping delay (e.g., a shipment originally scheduled for 5-7 business days needs to be postponed due to special circumstances), we will email you two business days in advance to inform you of the delay and the new estimated delivery time, and provide options (e.g., waiting for shipment, exchanging a similarly priced product, or canceling the order and refunding it).
Once the goods are shipped, we will immediately send you a "Shipping Notification" containing the logistics tracking number, carrier information, and tracking link, allowing you to track the shipping progress in real time. (II) Payment and Invoicing Services
Payment Support: We offer a variety of payment methods that comply with EU payment security standards, including credit cards (Visa, Mastercard), PayPal, and local EU payment methods (such as SEPA transfers and Klarna). This ensures a secure and convenient payment process. Payment information is used only for order settlement and is strictly confidential.
Invoice Issuance: After your order is completed, we will issue an invoice that complies with EU tax regulations (either electronic or paper, as needed) within 7 business days. The electronic invoice will be sent to your registered email address, and the paper invoice will be shipped with the goods (please specify "paper invoice required" when placing your order).
Invoice Modification: If the invoice information (such as company name or tax number) is incorrect, you can email us within 15 business days of receiving the invoice to request a modification. Provide the correct information and order number. We will reissue the invoice and cancel the original invoice to ensure compliance with EU tax reporting requirements.
IV. After-Sales Service
(I) Return and Exchange Assistance
If you require a return or exchange (in compliance with the COSMONOVA TRADE CO., LTD EU Return and Exchange Policy), our customer service team will assist you throughout the entire process:
We will guide you through filling out the return or exchange application, clarifying the required supporting documents (such as product photos and order screenshots);
After review, we will provide you with a detailed return address, authorization number, and shipping instructions to prevent returns or exchanges from being rejected due to improper handling;
We will track the logistics progress of your returned goods and, upon successful inspection, promptly notify you of the replacement shipping date or refund processing status (refunds will be processed within 14 business days).
If a return or exchange is due to product quality issues, in addition to covering the return logistics costs, we will provide you with a discount coupon (valued based on the order amount, e.g., 10% of the order amount) to be used for subsequent purchases to compensate for the lost shopping experience. (II) Product Quality After-Sales Service
If the garment you received experiences quality issues during use (e.g., fabric damage or seam detachment from normal washing, and the product is within the warranty period (6 months from receipt), please email [email protected] with product photos, usage descriptions, and order number. We will review the issue within 3 business days.
Once the issue is confirmed, we offer a variety of solutions: free repair (for minor repairable damage), free replacement of the same product, or a full refund (requires return of the defective product).
For corporate customers purchasing in bulk, if multiple items experience quality issues, we will arrange for a dedicated on-site inspection (within core EU member states) and develop a wholesale solution to minimize disruption to customer use. (III) Complaint and Dispute Resolution Services
If you are dissatisfied with our services or products, you may submit a complaint via email (marked "Complaint Feedback - Order Number XXX") or through the "Complaints and Suggestions" section of our official website. We will process your complaint within two business days and assign a dedicated person to follow up.
During the follow-up process, we will maintain communication with you to understand your core concerns and provide a solution within five business days. If you are dissatisfied with the initial solution, you may propose revisions, and we will negotiate further until we reach a mutually acceptable outcome.
If negotiation fails to resolve the dispute, you may apply for mediation with your member state's consumer protection authority (e.g., Citizens Advice in the UK, Verbraucherzentrale in Germany) in accordance with EU regulations, or initiate a dispute through the EU Online Dispute Resolution platform (ODR platform: ec.europa.eu/odr). We will actively cooperate with the relevant agency's investigation and mediation efforts. V. Service Guarantee and Privacy Protection
(I) Service Quality Guarantee
We have established an EU service standard system. All customer service personnel have received training in EU consumer rights regulations, apparel product knowledge, and service communication skills to ensure professional and patient service.
We have established a service quality monitoring mechanism to regularly analyze customer feedback and optimize service processes (such as shortening inquiry response times and improving return and exchange assistance procedures) to continuously enhance the service experience.
If you suffer losses due to our service errors (such as incorrect information provided by customer service leading to order issues), we will assume corresponding liability, such as compensating shipping costs or providing product discounts.
(II) Customer Information Protection
Customer information collected during the service process (such as name, email address, address, and phone number) is only used to provide services (such as order notification and after-sales communication) and is processed strictly in accordance with the COSMONOVA TRADE CO., LTD EU Privacy Policy. It will not be disclosed to unrelated third parties.
If you need to cancel your account or delete your personal information, you can send us a request via email. After verifying your identity, we will delete or anonymize the information within 30 days in accordance with EU GDPR regulations to ensure the security of your information. VI. Policy Updates and Contact Us
(I) Policy Updates
This Service Policy will be updated based on EU regulatory revisions, changes in customer needs, and company business adjustments. The updated policy will be posted in the "Legal Terms - Service Policy" section of [cosmonv.com] and will take effect 10 calendar days after posting. Your continued use of our services will be deemed your acceptance of the updated policy.
Major policy updates (such as adjustments to the service scope or changes to core service processes) will be notified to registered users via email to ensure timely updates.
(II) Contact Us
If you have service-related inquiries or require assistance, please contact us through the following methods:
Email: [email protected] (Response within 2 business days; urgent inquiries can be marked "Urgent");
Official Online Customer Service: [cosmonv.com] (Real-time response available weekdays, 9:00 AM - 6:00 PM CET);