Policies
Privacy Policy
COSMO X CO is committed to protecting your privacy and handling your personal information in accordance with the NSW Privacy and Personal Information Protection Act 1998 (PPIP Act). All personal data is securely collected, stored, and used for purposes including order processing, personalisation, shipping, identification, and communication.
We may utilise cookies to enhance user experience and better understand customer behaviour. The information we collect may include your name, email address, phone number, shipping address, and location.
All payment information is securely processed and is not accessible or visible to employees, ensuring a safe and secure shopping experience.
Product Policy
We strive to represent all product colours, designs, and patterns as accurately as possible. However, slight variations may occur due to factors such as lighting, photography, editing, and screen displays.
Returns & Exchanges Policy
COSMO X CO does not offer refunds for change of mind, incorrect selection, or circumstances where the customer no longer requires or prefers the product. Refunds will also not be issued where care instructions or policies have not been followed.
Size-related issues are eligible for exchange only, not refund. Exchanges must be requested within 30 days of purchase. All associated shipping costs for exchanges are the responsibility of the customer.
Products must be returned in brand new, unworn condition with original quality intact. Items that are damaged, worn, or unsuitable for resale will not be accepted, and the customer will remain responsible for the product.
Orders that have already been dispatched are not eligible for cancellation or refund. All products undergo quality checks prior to dispatch.
Terms Of Use Policy
These Terms of Use govern access to and use of the COSMO X CO website. By using our website, you acknowledge and agree to comply with these terms. COSMO X CO reserves the right to update or modify these terms and associated policies at any time.
Shipping Policy
Once an order has been dispatched, COSMO X CO is not liable for any loss or damage incurred during transit. Responsibility for delivery lies with the shipping provider, including Australia Post.
Any issues relating to lost or damaged parcels must be reported to us promptly so we can assist in lodging a claim with the carrier. All orders are carefully inspected and quality checked prior to shipment.
Personalised Products
Customers are responsible for ensuring all personalisation details, including spelling and selections, are correct at the time of purchase. If an error is identified, please contact us immediately with your order number to request any changes.
Please allow up to 5 business days for personalisation. Variations in embroidery placement, size, and finish may occur due to differences in material, font, and design complexity. While all items are carefully produced and quality checked, minor imperfections may occasionally arise, particularly with smaller or more detailed designs.
Due to the custom nature of personalised products, all sales are final. Returns, refunds, or exchanges are not accepted for personalised items.
Preorders
All relevant details, including estimated dispatch timeframes, are clearly outlined within each pre-order product description. By placing a pre-order, you acknowledge and accept these timelines.
Refunds will not be provided for pre-orders where customers have not reviewed the product description and dispatch information prior to purchase. It is the customer’s responsibility to read and understand all relevant details before placing an order.
Fraudulent Orders
Our systems are equipped with automated fraud and chargeback detection measures. If any potential risk is identified, our team is immediately notified. In such cases, the order will be temporarily placed on hold and subject to our verification procedures prior to fulfilment and dispatch.
If your order is flagged, a member of our team will contact you directly via email or phone to verify the following details provided at checkout:
- Full Name
- Address
- Valid Form of Identification
Please note that orders will not be processed further until all requested information has been successfully confirmed and verified. If we are unable to verify these details, the order will be cancelled at our discretion, and the associated information may be flagged within our system for future reference.
Policy Acknowledgement
By purchasing from COSMO X CO, you acknowledge and agree to all policies outlined above.