FAQs

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.

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.

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.

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.

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.

Buy now, pay later. Laybuy is an easy payment option that gives you the flexibility to receive your purchase now, and pay over 6 weeks.

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.

We accept credit and debit card payment from VISA and Mastercard.

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.

Yes you can.
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.

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.

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

Yes, simply follow this link and fill in the details.

Yes you can. Just log into your Cosmic account, go to your profile, and click "MY GIFT CARDS" to register your giftcard. Once registered, the giftcard can be used either online or in store.

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.

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.

If you are looking for troubleshooting regarding vape products, please go here.