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FAQs

FREQUENTLY ASKED QUESTIONS
PAYMENT
 
HOW CAN I PAY FOR MY ORDER?
We offer safe shopping and accept payment via Paypal, Credit card, Debit card or VISA so you can choose the one most suitable one for you. All products are set in US Dollar, but our system will automatically exchange your currency to make it easy for you when placing your order.
 
WHICH CURRENCY DO YOU USE? ?
Our products are set in US Dollar. But our system will automatically convert it for you, don't worry!
 
ORDERS
 
HOW TO PLACE AN ORDER?
First, choose the products that you love, then click "Buy Now" and "Proceed to Checkout". Then fill in your information and pay. That's it! Very easy.
 
HOW CAN I MODIFY MY ORDER?
If you want to change anything in your order, please contact us via email hello@secretcosmo.com within 12 hours after placing your order.
 
 
SHIPPING
 
HOW DO YOU SHIP AND WHAT IS THE PRICING?
Shipping cost varies, depending on your exact location and shipping method selection.
 
WHERE DO YOU SHIP?
We providing international shipping. However, due to some postal limitations, we can’t deliver a shipment to the military area and some small countries.
 
HOW DO YOU SHIP?
We can ship both domestic and international. After finishing processing your order, we will send it to the shipping company and it will be completely handled by them.
After arriving at your country, it will be handled by your country's postal service. 
 
 
SHIPPING TIME
 
HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?
Shipping to USA, Canada:
  • Order processing: 2-3 Days
  • Insured Standard Shipping: 14-30 Days
Note: The items you ordered will reach you within 12-30 days for Standard Shipping, 

Shipping to Worldwide:
  • Order processing: 2-3 Days
  • Insured Standard Shipping: 18-26 Days

  • Note: The items you ordered will reach you within 35 days for Standard Shipping, 
HOW CAN I TRACK MY ORDER?
We will send you the tracking code of your orders to the email that you filled down when placing your orders. This email will also guide you how to track your package. Please note that the tracking information will be displayed 2-5 days after you receive that email.
 
WHEN WILL MY TRACKING INFORMATION APPEAR?
You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us.
 
WHY CAN'T I TRACK MY ORDER?
Please note that the tracking information will be displayed after 2-5 days after being updated.
For the first time, it may take a few minutes to get the information from the carrier. Therefore, sometimes you can not find information about your package, please track again later.
 
WHY IS MY SHIPMENT STATUS UNCHANGED?
Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. Please note that tracking information can be displayed after your order started being shipped.
 
WHY I HAVE TO PAY EXTRA FEE FOR SHIPPING COMPANY FOR RECEIVING MY ORDER?
When your order is ready to ship, we will send it to the shipping company and they will completely handle it. Depends on each shipping company's policy or customs procedure, you might be charged extra fee for the final delivery or the import tax, probably due to your shipping address is in a remote area. In this case, please kindly pay them the required fee to receive your order.
We often declare this as a gift below order value, so you do not need to worry about this.
 
POST - PURCHASE
DEFECTIVE/DAMAGED ITEMS
 
WHAT IF I RECEIVED A DEFECTIVE/DAMAGED ITEM?
We always try to bring the best quality product to customers. However, there are many factors that affect negatively to the quality, especially shipping factor, that make our products be defective or damaged. Please check out our Return Policy.
 
WHAT IF THE TRACKING INFORMATION OF MY ORDER SHOWS "RETURNED TO SENDER"?
Step 1: Contact your nearest post office and provide them your ID card or tracking number to find out its status.
Step 2: If you can not find out anything, contact our Customer Service department by sending an email to hello@secretcosmo.com and provide your shipping address again.
Step 3: If the address you provided in the email matches with your shipping address in our system, we are willing to send you a replacement or refund you 50%. Please be notified that these 2 options are our final solution for your request.
Unfortunately, we will not be able to offer a refund for addresses input incorrectly - but if you email us we will work together to see if we can find a solution. 
 
SHIPPING PROBLEMS
 
WHAT SHOULD I DO IF I PROVIDED YOU A WRONG SHIPPING ADDRESS?
In the case of providing us an incorrect shipping address, you should contact us immediately by sending an email to hello@secretcosmo.com and provide us your correct address. We will check whether we can change it for you.
If your order was shipped out, we are really sorry that we are not able to change it for you nor sending you another packet without any fee.
 
TRACKING SHOWS "RETURNED TO SENDER", WHAT SHOULD I DO?
There are 2 common reasons that make your packet be returned: Your shipping address is incorrect/insufficient or you are absence at the time the packet was attempted to deliver.
In cases that your shipping address is not correct, we are not able to take any responsibility since we shipped it out to the address that you provided us and it is not the mistake from our end.
Otherwise, we are willing to send you a replacement. If the second packet can not reach you, we are sorry to tell you that we are not able to help you out with this.