Frequently Asked Questions
Established in 1977, Cosma Parfumerie is an independent perfumery located in Rueil-Malmaison (92500) near Paris. As an authorized agent for all the brands we sell, we guarantee that all our products are genuine and original, and come directly from the brands we distribute.
Creating a Cosma Parfumeries customer account is essential if you wish to place an order on our website.
In addition, your customer account will enable you to modify your personal information, retrieve your order history, track your orders in progress, subscribe to or unsubscribe from our newsletter, or view the products on your wish list from a previous visit.
Click on the icon at the top right of your screen, then on "Create an account" , and fill in the necessary fields.
Then enter your postal address.
For simplicity's sake, your login is the e-mail address under which you are registered.
When you register, you'll be asked for a password that must be at least 6 characters long.
These characters must be either alphabetical (from a to z) and/or numerical (from 0 to 9).
You can enter this information in either upper or lower case.
You can subscribe or unsubscribe to our newsletter at any time, either directly online in the "Newsletter subscription" tab or by following the instructions at the bottom of each e-mail.
Your account is the first step in placing an order. It will also enable you to place subsequent orders quickly and track their shipment.
If you can't remember your password, click on the icon in the top right-hand corner of your screen and then on "Forgot your password?" A password-regeneration e-mail will be sent to you immediately.
If you can't find our message in your inbox, please check your "junk mail" or "spam" folder, or type "Cosma" in the search bar of your mailbox.
It is essential that you fill in your contact details with the utmost care, so as to guarantee smooth delivery of your order.
We ask you to proceed after creating your customer account, taking into account the automatic filling system, which may deposit certain information in inappropriate places, thus complicating delivery.
By default, billing details are the same as delivery details. However, you can set specific delivery details if you wish to send an order to a relative or have it delivered to a special address.
You can change your e-mail address and password at any time, and add or remove addresses from your personal account.
Go to My account and log in by entering your email address and password.
Select My Address Book to modify, delete or add a new address.
Select My password or My email address to modify either information.
In accordance with the French Data Protection Act of January 6, 1978, as amended, you have the right to access, rectify, modify and delete any personal data you have provided to us at www.cosma-parfumeries.com, by sending a request to contact@cosma-parfumeries.fr.
Placing an order on the www.cosma-parfumeries.com website couldn't be easier:
- Browse through our product range as you wish; in the different categories Fragrance, Skincare, Make-up; by choosing a brand or by using the search engine.
- Choose the items you wish to purchase by clicking on Add to basket . You can change the contents of your basket at any time, either change the quantity of an item or to delete it.
- When your basket contains the items you wish to order, simply click on the Checkout button.
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If you are a new customer, you will need to register and fill in the form to create your account.
If you already have an account, you will need to log in using your email address and password. - Choose your billing address, then your delivery address, confirm the order summary by confirming the order, then choose your payment method.
To search for an item, simply enter one or more words in the product search icon at the top of the screen, then click on the magnifying glass or press the "Enter" key. If your search is unsuccessful, try a different spelling or type just the beginning of the search term.
You can also search by category by clicking on the categories above the home page: Fragrances, make-up, body care, men, sales, brands, new products, promotions, best sellers.
To validate a gift-wrapping request once the item(s) have been added to the basket, you need to:
- Click on "View my basket" (at the top right of the page when you move your cursor over the basket).
- Tick your request under the item in question in the appropriate box: "GIFT WITH A PACKAGE" .
The basket contains the items you have selected during browsing.
You can change quantities or delete a line at any time.
To check the items added, click on the bag icon in the top right-hand corner of the screen, then click on "View my basket".
Delivery charges never appear in the shopping cart. These are only displayed once the delivery zone has been entered .
If you have a cosma-parfumeries promotional code, you can enter it in "View my basket" , in the Promotional code input box.
Once you've entered the code, click on the Apply button and the promotion will be applied directly to your basket.
The delivery periods stated below are non-binding deadlines on the part of Cosma Parfumeries.
Delivery in the United Kingdom :
Colissimo collection point (2 to 6 working days)
5.90 EUR for orders over 69EUR*
9.90 EUR for orders under 69EUR*
Colissimo home delivery (2 to 6 working days) - Presence of recipient required
6.90 EUR for orders over 69EUR*
10.90 EUR for orders under 69EUR*
Delivery in Ireland :
Colissimo collection point (2 to 6 working days)
Free of charge from 69EUR*
8.90 EUR for orders under 69EUR*
Colissimo home delivery (2 to 6 working days) - Presence of recipient required
Free of charge from 69EUR*
9.90 EUR for orders under 69EUR*
Delivery in France :
Mondial Relay or locker (2 to 4 working days)
Free of charge from 49EUR*
3.90 EUR for orders under 49EUR*
Mondial Relay home delivery (2 to 4 working days) - presence of the recipient required
Free of charge from 69EUR*
6.50EUR for orders under 69EUR*
*Colissimo prices are only valid for mainland France.
TNT Express home delivery (1 to 2 working days) - Presence of recipient required
Free over 160EUR (or 9EUR** if the address is in a hard-to-reach area)*
9EUR for orders of less than 160 EUR (or 13EUR** if the address is located in an area that is difficult to access)*
25 EUR for all orders to Corsica.
**TNT rates and services are valid in mainland France only
**To see the list of hard-to-reach areas subject to special rates:
Click here.
Delivery in Belgium, Spain and Luxembourg :
Mondial Relay or locker (2 to 5 working days)
Free of charge from 49EUR
3.90 EUR for orders under 49EUR
Mondial Relay home delivery (2 to 5 working days) - presence of the recipient required
Free of charge from 69EUR*
6.50EUR for orders under 69EUR*
Delivery in Holland and Germany :
Mondial Relay or locker (3 to 7 working days)
Free of charge from 49EUR*
4.90 EUR for orders under 49EUR*
Mondial Relay home delivery (3 to 7 working days) - presence of the recipient required
Free of charge from 69EUR*
6.50EUR for orders under 69EUR*
Delivery in Portugal :
Mondial Relay or locker (3 to 6 working days)
Free of charge from 49EUR*
4.90 EUR for orders under 49EUR*
Mondial Relay home delivery (3 to 6 working days) - presence of the recipient required
Free of charge from 69EUR*
8.50EUR for orders under 69EUR*
Delivery in Italy :
Mondial Relay or locker (3 to 6 working days)
Free of charge from 49 EUR*
4.90 EUR for orders under 49 EUR*
Colissimo home delivery (3 to 6 working days) - presence of the recipient required
Free of charge from 69EUR*
9.90 EUR for orders under 69 EUR*
Delivery in Austria :
Mondial Relay collection point (2 to 6 working days)
Free of charge from 69EUR*
6.90 EUR for orders under 69EUR*
Mondial Relay home delivery (2 to 6 working days) - Presence of recipient required
Free of charge from 69EUR*
8 EUR for orders under 69EUR*
Delivery in Poland, Hungary, Denmark, Sweden and the Czech Republic :
Colissimo at the collection point (2 to 6 working days)
4.90 EUR for orders over 69EUR*
9.90 EUR for orders under 69EUR*
Colissimo home delivery (2 to 6 working days) - presence of the recipient required
5.90 EUR for orders over 69EUR*
9.90 EUR for orders under 69EUR*
You can easily send your order to a relative or to your workplace.
To do so, please add a new delivery address to your "Address Book" before placing your order, or click on "+ New Address" when registering your order.
You will systematically receive an order confirmation e-mail as soon as your order has been processed by our computer system.
As soon as your order has been dispatched, you will receive a dispatch e-mail containing your tracking number and a link to the carrier's website.
Before confirming your order, you can check the contents and total amount of your basket.
Once the order has been placed, it can still be cancelled if your order is still in "processing" status in the "My orders" tab, by calling our Customer Service department on +33(0)1 56 83 84 88 (Monday to Thursday, 9:00 am to 6:00 pm and until 6:00 pm on Fridays) or by sending us a request by e-mail to: contact@cosma-parfumeries.fr
If your order has already been dispatched, no problem!
You will need to request a product return or refuse delivery of your Cosma Parfumeries parcel so that it can be returned to us for a replacement or refund.
If you do not refuse receipt of the parcel, you will be required to pay for the return of the goods.
Most of the time, the parcel is received by a third party who simply fails to notify you.
Sometimes, the order is pending with the carrier and the computer system mistakenly declares it "delivered".
Finally, the parcel may have been lost. In this case, you can speak to a customer advisor about the necessary arrangements by calling +33(0)1 56 83 84 88 from Monday to Friday, 9:00 am to 6:00 pm and 9:00 am to 4:00 pm on Saturdays, or by sending an email to: contact@cosma-parfumeries.fr.
In the event that your parcel is lost in transit or is not delivered to you, we invite you to contact us so that we can inform you of the procedure to follow, with a view to opening an investigation with the carrier. The average time taken for investigations is 15 working days.
If the investigation confirms the loss or spoliation of your parcel, we will either reship it or reimburse you, as you wish.
The request must be justified by sending the following documents: a sworn statement of non-receipt of the parcel, which we will ask you to complete, and a photocopy of both sides of your identity card.
Oops! We're sorry, but we made a mistake in the preparation of your order.
We invite you to contact us to explain the problem and find a solution.
In the event of a non-conforming order, we will confirm by e-mail or telephone that we agree to your return.
We will send you a return slip from the carrier so that you do not incur any additional costs.
It is essential that you keep your proof of dispatch to send to us.
As soon as we receive the products in our premises, we will exchange or refund them, as you wish.
If you are absent, your parcel will be represented at the post office the following day, and if you are not present at the second delivery attempt, your parcel will be returned to you.
You can then pick up your parcel at a post office branch with your ID. Please note that it is no longer standard practice for delivery agents to leave a card in the letterbox in case of absence, and that they do not have a business telephone to contact you.
For ecological reasons, you will receive this information by e-mail or telephone message if your details are correct.
You have a period of 14 calendar days from the day following receipt of your order to exercise your legal right of withdrawal (in accordance with articles L.221-18 et seq. of the French Consumer Code). For more details on exercising your right of withdrawal, please refer to article 7.4 of our general terms and conditions available on our website.
When you receive your parcel, we advise you to check that it is intact, as your signature means that you have received a "conforming delivery".
Don't hesitate to check the contents of your parcel in front of the person handing it to you.
If your package is not in conformity, you can refuse it and it will be automatically returned to us.
Immediately take pictures of the product and its box (including the interior) and of the parcel (including one with the delivery label visible and legible).
Contact our Customer Service to introduce your return request by calling +33(0)1 56 83 84 88 from Monday to Friday, 9:00 am to 6:00 pm and 9:00 am to 4:00 pm on Saturdays, or by sending an email to: contact@cosma-parfumeries.fr
In case of a broken product, we will open an investigation with the relevant transport services. The request is justified by sending the following documents: an affidavit which we ask you to fill in and send us your identity document as well as pictures showing the situation.
We will confirm your return by e-mail or phone. A Colissimo return slip will be sent to you to avoid any additional costs.
It is essential to keep the right-hand side (delivery slip) stamped by the Post Office, which will be your proof of parcel delivery.
As soon as we receive the products in our premises, we will exchange or refund them, upon your choice.
We accept returns in the event of an error on your part. All you need to do is return the products in the condition in which they were received, and in a condition suitable for resale (product in perfect condition, unopened, unwrapped and unused, with its original packaging, accessories and instructions, and protected by the cellophane that certifies it is a new product).
Please contact customer service, who will ask you for a visual to confirm the admissibility of your request at: contact@cosma-parfumeries.fr
Once our customer service has approved your request, you will be given the return address.
Your parcel must be sent as a tracked parcel with delivery against signature to the address given to you.
We reserve the right to refuse any return that does not comply with the above conditions. If the purchaser or the initial recipient of the order does not demonstrate that he/she has effectively ensured the deposit of the product with a carrier under the conditions previously mentioned, all risks associated with the return of a product shall be borne by him/her.
Please note that we do not accept packages sent carriage forward. You are responsible for return postage costs.
Credit card :
COSMA PARFUMERIES uses the following secure payment systems: Lyra and Mollie. To ensure security, Lyra and Mollie use proven cryptographic techniques and comply with various banking regulations. At no time does COSMA PARFUMERIES have access to your payment card number.
Payment in 3 instalments free of charge by credit card by Klarna :
Klarna is the easiest and safest way to buy directly what you want, then pay for it over time. Pay in 3 instalments. Secure payment. No fees. No traps. Just Klarna.
Pay Pal :
Access or create your account on the secure Paypal server. To find out more about this payment method, you'll be redirected to PayPal's secure server to access your PayPal account.
Bank transfer :
Please make your transfer to the following bank account:
Account holder (for payments in euros) : COSMA PARFUMERIES SA - IBAN: FR76 3000 3036 1600 0200 0787 213 - BIC: SOGEFRPP
Account holder (for payments in GBP) : COSMA PARFUMERIES SA - IBAN: BE44 0019 4134 3145 - BIC: GEBABEBB
Don't forget to enter your order number , which will be sent to you after your purchase has been confirmed, in the "transfer reference" box when confirming your payment .
If you no longer have your order number when you validate your bank transfer, this information can be found in your customer area in the "My orders" tab.
Apple Pay :
When you make a purchase, Apple Pay uses a number specific to your device and a unique transaction code. Your card number is never stored on your device or on Apple's servers. Nor is it transmitted to merchants at checkout.
Bancontact :
Bancontact is the best-known payment method in Belgium. Payment is made in the customer's own Internet banking environment. This is a guaranteed payment method, meaning that the money is transferred immediately and the transaction cannot be cancelled. If you buy online from your computer, after choosing Bancontact as your payment method, scan the QR code with your app, confirm the amount with your PIN, fingerprint or facial recognition, and you're done!
Giropay :
Giropay is an Internet payment system in Germany, based on online banking. Introduced in February 2006, this payment method enables customers to buy securely over the Internet by direct online transfer from their bank account.
iDeal :
iDEAL is by far the most popular payment method in the Netherlands. There's no chargeback, and payments are faster because iDEAL is an interbank transfer accepted by all major Dutch banks. This means of payment is considered secure, fast and convenient.
Payment is completely secure thanks to the online payment system of our banking partner: the SOCIETE GENERALE.
Your bank details circulate on the Internet only in encrypted form, i.e. they are encoded in such a way as to make them totally illegible. In addition, they are processed only by the SOCIETE GENERALE and are never in the possession of Cosma-parfumeries. In fact, when you enter your card number to make purchases on Cosma-parfumeries, you are actually transmitting it to the SOCIETE GENERALE and not to Cosma-parfumeries.
Technical details: From a technical point of view, the security system is based on 128-bit SSL (Secure Socket Layer) encryption. Encryption is fully supported by SIPS (Secure Internet Payment Service from Atos). This payment solution is the most widely used in France for Internet payments.