Frequently Asked Questions (FAQs)
Below are answers to common questions about our products, orders, shipping, and more. If you don’t find your answer here, contact our customer service team at [email protected] or (862) 882-9092.
1. Ordering & Payment
Q: How do I place an order?
A: Add items to your cart, proceed to checkout, and enter your shipping/billing information. You can pay with credit/debit cards (Visa, Mastercard, American Express), PayPal, or Apple Pay.
Q: Can I change or cancel my order after submitting it?
A: Contact us immediately at [email protected]. We can only modify/cancel orders before they enter processing (within 2 hours of placement).
Q: Are my payment details secure?
A: Yes. We use encrypted SSL technology to protect your data, and we never store full payment information.
2. Shipping & Delivery
Q: How long does shipping take?
A:
- U.S. Orders: 3–7 business days for standard shipping (free on $50+ orders).
- International Orders: 5–20 business days, depending on the destination (see Shipping Policy for details).
Q: Do you ship to PO boxes or military addresses?
A: Yes, via USPS for U.S. orders. Expedited shipping is not available for these addresses.
Q: What if my package is lost or delayed?
A: If tracking shows “delivered” but you haven’t received it, contact us within 5 business days to investigate. For delays, check the carrier’s website for updates first.
3. Returns & Exchanges
Q: What is your return policy?
A: Most items can be returned within 30 days of delivery for a refund or exchange, provided they are unworn, unwashed, and with tags attached. See our Return Policy for exceptions (e.g., final sale items).
Q: Who pays for return shipping?
- U.S. Customers: $7.95 fee for customer-driven returns (deducted from refunds).
- International Customers: Responsible for all return shipping costs.
Q: How long does a refund take?
A: Refunds are processed within 5–7 business days after we receive and inspect your return. Allow 2–3 additional days for the funds to appear in your account.
4. Products & Sizing
Q: How do I check sizing?
A: Each product page includes a detailed size chart (e.g., bust/waist measurements, garment length). For help, email us with your height, weight, and preferred fit.
Q: Are the products true to size?
A: Most items are true to size, but some styles (e.g., oversized or fitted) may vary. Check the product description for notes on fit.
Q: Do you offer plus sizes?
A: Yes! Our size range typically includes XS–3XL, and many styles are available in extended sizes. Look for the “Plus Size” filter on our website.
5. International Orders
Q: Do you ship to my country?
A: We ship to most countries, but restrictions apply (e.g., certain islands or sanctions). Contact us to confirm eligibility.
Q: What about customs fees?
A: Import taxes, VAT, and duties are the customer’s responsibility and must be paid to your country’s customs agency. We recommend checking these costs before ordering.
Q: Can I expedite international shipping?
A: Yes, via DHL/UPS Express (5–7 business days), but fees are higher. Contact us for a quote.
6. Account & Discounts
Q: How do I create an account?
A: Click “Sign Up” on our website and enter your email/password. Accounts let you track orders, save addresses, and view purchase history.
Q: Do you offer promo codes or discounts?
A: Yes! Subscribe to our newsletter for exclusive offers, or follow us on social media (@COSMICFREELLC) for flash sales. Promo codes can be applied at checkout.
Q: Can I use multiple discounts on one order?
A: Only one promo code or discount can be applied per order, unless stated otherwise.
7. General Inquiries
Q: How do I contact customer service?
A:
- Email: [email protected] (response within 24–48 hours).
- Phone: (862) 882-9092 (Monday–Friday, 9 AM–5 PM MT).
- Live Chat: Available on our website during business hours.
Q: What is your privacy policy?
A: We protect your data and do not share it with third parties without consent. Read our full Privacy Policy.
Q: How do I track my order?
A: A tracking number is sent via email when your order ships. Use it on the carrier’s website (USPS, UPS, DHL, etc.).
8. Wholesale & Bulk Orders
Q: Do you offer wholesale pricing?
A: Yes! Contact our wholesale team at [email protected] for details on minimum order quantities and pricing.
Q: Can I order custom-branded items?
A: We offer limited custom options for bulk orders (e.g., logo printing). Email us to discuss your project.
9. Damaged or Incorrect Items
Q: My order arrived damaged or wrong. What do I do?
A: Contact us within 48 hours of delivery with photos and your order number. We’ll send a replacement, issue a full refund, or provide store credit.
Q: Do I need to return the damaged item?
A: In most cases, yes (we may request photos first). We’ll cover return shipping for errors on our part.
10. Policy Updates
Q: How often do you update your policies?
A: Policies are revised as needed, and updates are posted on our website with a “Last Updated” date. Check back regularly for changes.
If your question isn’t answered here, don’t hesitate to reach out. We’re here to help! 🛍️编辑分享
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