FAQs
I Haven't Received My Order
All of our orders are tracked and as a default, require a signature at the time of delivery. Removing the signature required option takes liability away from Cosmic and the courier, and makes you solely responsible for your package. If you are having trouble locating your package, or believe it has been signed for by someone other than yourself, email us at info@cosmicnz.co.nz and we will coordinate with the courier to track down your order.
Can I Change My Address After My Order Has Been Placed?
We process most of our orders on the day they are placed, if you think you've entered the wrong information, flick us an email at info@cosmicnz.co.nz as soon as possible and we will endeavour to adjust your details before we get your order out.
I Have Not Received A Confirmation Email
If you have placed an order with us but have not received your confirmation email, please make sure you check your spam folder as they can sometimes get sent straight there. If you still cannot find the email, please contact us on 0800 267 642 and we can make sure you receive all the information that you need, or send us an email to info@cosmicnz.co.nz.
Can I Track My Order?
Yes, you can track your order using the tracking number and link in the dispatch confirmation email we will send to the email address you entered on your order. Please refer to our shipping info for more details.
How Do I Sign Up For The Newsletter?
You can sign up to be a part of the Cosmic Club by clicking the profile icon at the top right of the website and choosing 'Create and account'. You can also find the sign up link at the bottom right of the site in the footer links.
Delivery Methods And Charges
We use Courier Post for the majority of our online deliveries. Cosmic has a flat rate of $5 for shipping, or free for any order over $24.95.
Our delivery target for any order received before 12 pm on week days is overnight, or 1-3 days for rural areas.
Public Holidays And Weekends
Our distribution centre is closed on Public holidays and weekends. Any order placed on a Public holiday or weekend will be processed for dispatch on the following business day.Our centre is based in Christchurch and therefore we recognise Canterbury Anniversary Day as a Public holiday.
How Long Will My Order Take To Arrive?
Orders placed by midday Monday to Friday will be dispatched same day. Orders placed after midday may be dispatched same day if possible, but if not they will be the next business day. We have an overnight delivery target on business days to major towns and cities in NZ but cannot guarantee overnight delivery once the package is with the courier. Rural deliveries take 1-3 working days to be delivered once picked up by the courier.
Our distribution centre is closed on Public Holidays and weekends. Any order placed on a Public Holiday or weekend will be processed for dispatch on the following business day.
Our distribution centre is based in Christchurch and therefore we recognise Canterbury Anniversary Day as a Public Holiday.
Credit Or Debit Card
We accept credit and debit card payment from VISA and Mastercard.
Cosmic Gift Cards
Cosmic gift cards, can be purchased and redeemed both in store and online. To redeem a Cosmic gift card online it must be registered. To do this please create a customer account by clicking the account icon at the top right corner of your screen and choosing "Create An Account". Once you have created an account you can register your Cosmic gift card in your customer profile by clicking the "My Gift Cards" option in your dashboard.
How Can I Return My Purchase?
Can I Return My Purchase In Store?
Is My Purchase Eligible For Return?
ONLINE RETURNS
If for any reason you are not happy with your online purchase, you have 14 days from confirmation of your order to begin the return process. Simply fill out the return form provided with your product/s and return to the address provided, or for further help email info@cosmicnz.co.nz or call 0800 COSMIC (267 642). We will only accept returns for products that are in sellable condition - i.e. unused, undamaged (unless it arrived that way), and with tags still attached if clothing.
STORE RETURNS
If you have purchased an item in store, returns are subject to our in-store returns policy. We will fulfill our obligations where a product is found to be faulty, and will do our best to help you get the most satisfaction from your purchase! We do not accept change of mind returns for in store purchases.
For more info about returning an in-store purchase check out the 'how do I return an in-store purchase' section on our returns page.
Can I Return My Online Purchase If It's Not What I Wanted?
We do our best to show our products clearly online and describe them in detail, but we understand that you can't try an online purchase on first, and sometimes it's just not quite what you thought once you see it in person. If for any reason you are unhappy with an online purchase we will accept returns for exchange, credit, or refund (note: returns are at customer cost unless the product is faulty). To find out more check out our returns page.
Can I Return An In-store Purchase If I've Changed My Mind?
Under the Consumer Guarantees Act Cosmic isn't obligated to accept change of mind returns. We recommend taking the time to make the right decision in store before you make a purchase. Always make use of our friendly staff if you need help, and try fashion items on in our fitting rooms first before you buy.
We may be able to offer an exchange or store credit to help you find the right thing in some cases, check out our returns page to see what items we can't accept back.
What Are My Rights When Returning Items?
You have the right to return a faulty item to us to find a solution for you. We fulfil our obligations under the Consumer Guarantees Act. Let us know as soon as you can by returning it to store or getting in touch here.
Cosmic is not obligated to accept returns in "change of mind" situations.
We recommend checking out the government website Consumer Protection as a great resource for learning what your rights are, and what our obligations are under the Consumer Guarantees Act
Can I Purchase Gift Cards Online?
Yes, simply follow this link and fill in the details.
Can I Use My Gift Card Online?
How Do I Check My Gift Card Balance?
Simply follow this link and scroll to the bottom of the page, there you will be able to enter your gift card number to check your balance.
Why Are My Salt Lamp Bulbs Blowing?
The bulbs used in Himalayan Salt Lamps are meant to be in a stationary position. If they are moved suddenly or are exposed to vibration they are likely to blow. High humidity can also cause bulbs to blow.
If you have salt lamp globes/bulbs popping (blowing) regularly, here are some things to take into consideration.
- The average lifespan of a salt lamp (incandescent) globe is approximately 1000 hours (or around 42 days if left on continually).
- You should check to see if the salt lamp globe is screwed in firmly enough to touch both contacts. If it isn't screwed in enough, then it won't work.
- Please make sure you hold the bulb in a tissue to screw it into the cord. Oils from your fingers can cause the bulbs to blow.
- Do not move the lamp if it is still warm and has been on for some time. Wait for the lamp to cool down if possible. You don't have to wait for it to cool down, but it is preferred if you can.
- There is a large current drawing appliance on the same circuit that is turned on/off, and there is a momentary power spike; try plugging the lamp into another power-point and see if it will light up.
- There is excessive ‘micro vibration’ nearby. A micro-vibration is when the lamp is too close to the TV and the sound is producing some vibrations. Again, this isn't a major problem, just something to keep in mind if your globes are constantly blowing.
- If the lamp has been turned off and the salt lamp has ‘cried’ while being turned off and has not been wrapped up, salt may have cried onto the bulb which will cause it to blow.
I'm Having Issues With My Vape
If you are looking for troubleshooting regarding vape products, please go here.