FAQ

▼ About Signing Up
▼ About Ordering and Paying
▼ About Product Deliveries
▼ About Cancellations, Exchanges, and Returns
▼ About Points

About Signing Up

Q01 What can I do if I sign up?

If you sign up to become a member, your @cosme shopping experience will become even more convenient and enjoyable. You will be able to earn Beauty Points that can be used to pay for purchases (1 Point = 1yen). You will also be able to save your shipping and billing information for more convenient purchases, as well as use the My Account feature to keep track of the products you love. The more you use @cosme shopping as a member, the more rewards and benefits you can receive! For more information, see the “About Signing Up” page.

Q02 How can I sign up?

Click “Create an Account” button on the login screen.

Q03 I'm already a member of @cosme. Do I have to make a new account on @cosme shopping?

If you already have an @cosme account, you can use the same login information on cosme.net.

Q04 Why can't I log in?

Make sure you have correctly entered the email address and password you used to create an account. If you have forgotten your password, you can use the link below to reset your password.
Forgot Your Password?

If you have forgotten which email address you used to create an account, please contact Customer Support.

Q05 How can I change my account information?

You can change your account information from the My Account screen.
Edit Account Information

Q06 How can I delete my account?

Please contact Customer Support.
Customer Support

Notice:
If you delete your account on the English version of @cosme shopping, your account(s) on the Japanese version of @cosme shopping and its affiliated sites will not automatically be deleted. 

Q07 I forgot my password. What should I do?

Please follow the link below to reset your password.
Forgot Your Password?

Q08 Why hasn't my member confirmation email arrived?

You may have entered the wrong email address when signing up. Please contact Customer Support to confirm your email address.

About Ordering and Paying

Q01 Can I cancel or change my order?

You can make cancel or make changes to an order within the cancellation deadline. If you wish to make changes to an order please contact Customer Support before the order ships. For more information, please see “About Cancellations.”

Q03 Why hasn't my order confirmation email arrived yet?

If you have waited some time since making your order, and the confirmation still has not arrived, please check to make sure that you entered your email address correctly and that your email inbox is configured correctly to receive emails from @cosme shopping. If the confirmation email still has not arrived, please contact Customer Support to resolve the problem.

Q04 I placed an order, but it doesn't appear on My Orders under My Account.

If you placed an order while not logged in as a member, the order will not appear on your My Account page. If you are sure that you ordered while logged in, please contact Customer Support.

Q05 How much is shipping?

Shipping is a flat rate of 540 yen anywhere in Japan.*
If you place an order for more than 5,400 yen, we will ship your order for free!
*If your Member Rank is Gold or higher, you always get free shipping!
About Member Ranks

Q06 How can I find out more about the products on @cosme shopping?

If you would like to know about the use, storage method, etc. for a certain product, please contact Customer Support for further information.

Q07 An item listed on @cosme doesn't appear on @cosme shopping. Why not?

@cosme and @cosme shopping are sister sites, but because @cosme shopping offers only certain select products, there may be cases where products listed on @cosme do not appear on @cosme shopping for purchase.*
*Unfortunately, we cannot take suggestions for products that are currently not offered on @cosme shopping.

Q08 More than a month has passed since I placed my order, but my credit card hasn't been charged yet.

Charges will appear on your bill the month following your purchase, or later in some cases. Because the end of your billing cycle and our date of billing may not coincide, your card may be charged for your purchase up to one month later than normal.
Please contact your credit card company for information regarding your credit card.

About Product Deliveries

Q01 What shipping company do you use?

@cosme shopping uses Yu-Pack (parcel) for deliveries.
For more information regarding shipping times or shipping requests, please see “About Product Deliveries.

Q02 Can I have an order shipped to an address other than the one registered to my account?

Yes, you can. When you place an order, enter the address you would like the order to be delivered to. You can also save this address to your My Account page for future use.* For example, if you have packages delivered to both your office and home, you can save both addresses for your convenience.

*The My Account feature is only available to registered members when logged in.

Q03 Can I have an order split and delivered to two or more addresses?

Unfortunately, orders can only be delivered to one address. If you would like to have goods delivered to two separate addresses, you will have to place two separate orders.

Q04 Can I request a certain delivery date or time?

You cannot specify a date or exact time of delivery for your order through @cosme shopping.

Q05 Can I check the status of my delivery?

You can check the shipping status of your order from the My Account screen.*
Once your order has been shipped, you will receive a tracking number by email, which you can use to track your delivery on the Japan Post website.

*The My Account feature is only available to registered members when logged in.

Q06 I was not able to receive my delivery. What will happen to my order?

If you were away from home or otherwise unable to receive your delivery, the delivery company will leave a failed delivery notice. You can contact post office directly to arrange a more convenient delivery time.

*Be aware that post office can only hold your delivery for up to 7 days from the day of shipping. If you have not requested re-delivery by that time, you may not be able to receive your order. Please confirm the holding period on the delivery notice.

Q07 Can I change the shipping address of an order?

If you wish to change the delivery address of an order that you have placed, please contact Customer Support as soon as possible.*

*Once the package has shipped, you may not be able to change the shipping address, so please take care to enter the correct address when you place an order. For your convenience, keep your address information updated on the My Account screen.

Q08 Can I have my order delivered for pick-up?

If you wish to pick your delivery up from a post office, please request poste restante using the Comment box on the My Cart page. Please be sure to write the name or branch number of the desired location when requesting this service.* When you go to pick up your order, please bring a piece of identification, e.g. your driver's license or insurance card, as well as your name stamp.
Deliveries for pick-up will be held at the location for 10 days after delivery.

*If you do not specify a location when requesting pick-up service, your order will be delivered to the post office closest to the shipping address.
Requests for pick-up delivery can only be made in Japanese.

Q09 What name will appear as the sender on the delivery notice?

On the delivery notice, the sender is listed as @cosme shopping.

Q10 After I order, how long will my order take to ship?

If the product(s) you ordered are in stock, your order will ship either the day that your order is confirmed, or the day after. If your order contains items that are on back order, it may take between 3 to 10 days after the product becomes available for your order to ship, although we make every effort to ship orders as soon as their contents are available.
For more information, please see “About Product Deliveries.

Q11 My order hasn't arrived. What should I do?

If your order contains items on back order, it may take between 3 to 10 days to be shipped. It may also be the case that your order has been placed on hold due to other reasons. If we have placed your order on hold, we will notify you by email, so please check your email inbox for such an alert. Registered members can check the status of their order from the My Account Screen.

Q12 Are the contents of my order listed on the delivery notice?

The contents of your order are not listed on the delivery notice.

About Cancellations, Exchanges, and Returns

Q01 Can I cancel or change my order?

You can make cancel or make changes to an order within the cancellation deadline. If you wish to make changes to an order please contact Customer Support before the order ships. For more information, please see “About Cancellations.

Q02 A product I ordered was delivered damaged. What should I do?

We make every effort to ensure the quality of our products, but if you find a product to be damaged, faulty, or if the product is not what you ordered, please contact our customer service department within 8 days of delivery to begin the return or exchange process.
For more information, please see “About Returns of Exchanges.

Q03 The ordered the wrong product. Can I exchange it?

・Before shipping
You cannot change the contents of your order. However, if you cancel the order before the cancellation deadline, you can make a new order with the correct contents.

・After shipping
Unfortunately, we cannot make exchanges if you ordered the wrong product, or if the product is not to your liking.
However, if the order meets certain criteria, you can return the products for a refund. For more information, please see “About Returns and Exchanges.

Q04 I ordered something, but I don't need it anymore. Can I return it?

If the order meets certain criteria, you can return the products for a refund. For more information, please see “About Returns and Exchanges.

Q05 My skin had a reaction to the product I ordered. Can I return the product?

Depending on the ingredients, method of use, type of product, or skin condition of the customer, the user may experience irritation or other problems.
If you notice an unusual or unwanted reaction to a product, immediately stop using the product. If you do not notice an improvement, please consult a medical professional.
Unfortunately, we cannot accept returns or exchanges of products that have been used or opened.
For more information about how to use products safely and effectively, please contact Customer Support.

About Points

Q01 What are points?

Every time you make a purchase from @cosme shopping, you earn points that can be used toward future purchases, with each point worth 1 yen. The higher your Member Rank, the more points you earn, with bonus points from 1% to 5%. For more information, please see “About Points.

Q02 I haven't spent my points, but I've lost some. Why?

Beauty Points are valid for a one year period after the day you earn them. After one year passes from the date of earning them, those points expire automatically and you will be unable to redeem them for purchases on @cosme shopping. You can check the expiration of your points from your My Account screen.

Q03 Can I use my points for the shipping or handling fees?

Yes you can. You earn points based on the total cost of your orders, including the product price (incl. tax) and shipping fees.

Q04 Can I trade unused points for money?

You cannot exchange points for money.