There is a tracking number for every order on the order dispatch notification email and also the order history under My Account, you can track and trace your order on the related websites with the tracking number provided.
It is very rare for shipments to be lost. But if you do not receive the shipment within two weeks after the expected delivery date listed on your order dispatch notification email, there are possibilities that the postman has forgotten to leave a note to inform you to collect the undelivered parcel at the post office. Thus, please first call or visit your local post office and let them track it manually for you with the tracking number. If there is still no sign of the shipment, you are welcome to contact COSME-DE.COM with your order number and tracking number. We will check with Hongkong Post and reply to you in 30 days from the date of your enquiry.
In case of confirmed lost shipment, we will refund the total product price to your original payment account.
Important notice: Please send your shipment enquiry within 90 days of the purchase order placed. Any request received after that we will attempt to follow but regret in most cases the courier will not able to provide information for follow up. We shall file the case close under such circumstance and no refund or reship will be arranged.