Shipping & Returns


GENERAL SHIPPING INFORMATION

All orders received by 12pm are dispatched same day, orders received after 12pm are generally dispatched the following business day. Once dispatched, orders are typically delivered on the next business day. Please note however that in the event of stock shortages there may be additional delays as some items may need to be transferred from another store. Our chosen freight service NZ Post have an overnight delivery target on business days to major towns and cities in NZ, however, this may be subject to unforeseen circumstances at times. Rural deliveries take 1-3 business days to be delivered once picked up by the courier. While we aim to help as best we can with any issues, delayed and lost items are the responsibility of the courier once dispatched and in the NZ Post system.

 

EXPRESS DELIVERY

Cosmic offers same-day delivery (Express Delivery) for most of Christchurch. Please note, not all suburbs are eligible, and some are only partially covered. If your address is eligible, you will see Express Delivery as an option at checkout. 

For same day Express Delivery, your order must be received by no later than 2pm, and will arrive sometime after 4pm. 

 

R18 DELIVERY - ID CHECK

As of Monday the 3rd of August 2020, Cosmic implemented an R18 ID check service at no extra charge to our customers. All R18 products sold from our website require ID upon arrival to the recipient's chosen address. Customers will need to have their goods delivered to an address they know they will be at as the courier needs to check the ID of the person the package is for.

  • ID check for all R18 deliveries.
  • ID must match the name of the person the package is addressed to.
  • There is no charge for this service.

 

HOW MUCH IS SHIPPING?

We have a flat rate of $6.50 for shipping anywhere within New Zealand, or $14.50 for orders containing large, bulky items. Any purchase of $49.00 or more receives free shipping to any NZ address, excluding orders with vaping, vaporizer or bulky items included.


DO I HAVE TO SIGN TO RECEIVE MY ORDER?

Our packages are No Authority To Leave by default to ensure customers receive their delivery in hand.  You may choose to contact NZ Post to request your package be left or to request a permanent Authority To Leave for your address if you will not be there to sign.

Please note you cannot request an ATL for any package containing R18 iteams. If you are purchasing R18 products the courier is required to check ID and obtain a signature at delivery, so please make sure you are sending your order to an address where you will be to sign for it within working hours. If no one is there to sign for your item then the courier service will text asking you to divert the delivery or leave a calling card with their contact details so that you can arrange to collect your parcel at a time that suits you.


MY ORDER HAS BEEN DISPATCHED BUT IT STILL HASN'T ARRIVED, CAN I CANCEL IT?

Once your order has been dispatched from our distribution center it is in the hands of our carrier NZ Post. We cannot cancel or refund an order that has already been dispatched and is in transit. We suggest you use the tracking information sent in your 'its on its way' email to track your parcel's progress. You can contact NZ Post directly to inquire about your order. If your order has taken longer than 10 days to arrive since the time of receiving this email you can get in touch with us and we can also log an inquiry with NZ Post at this time.

If you would like to return the item, you can follow our simple returns process once the delivery is made.


INCORRECT OR MISSING ITEMS

If you receive your order and find we’ve sent the wrong thing or something is missing please contact us.


DO YOU SHIP TO PO BOX ADDRESSES?

Yes, We can offer delivery to PO Boxes in NZ.

 

CAN I TRACK MY ORDER?

All of our orders are tracked. As soon as your order is dispatched from our distribution centre, you will be sent an email to confirm that it's on its way. 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.


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 distribution centre is based in Christchurch and therefore we recognise Canterbury Anniversary Day as a Public Holiday.

 

INTERNATIONAL SHIPPING

DO YOU DELIVER TO INTERNATIONAL ADDRESSES?

We currently ship to Australia.

We currently do not ship items classed as bulky items on our site, Himalayan Salt Lamps, Liquid Lamps or lighters outside of New Zealand.

We currently do not ship vaping products outside of NZ. Please note we no longer ship vape products and accessories to Australia due to changes in legislation in Australia and subsequesnt shipping policies our carrier has instated.

Delivery time to Australia via NZ Post is 3-5 days. Your item will be trackable via the tracking link sent with your dispatch confirmation email.

 

DO YOU DELIVER VAPES OR VAPE LIQUID INTERNATIONALLY?

Due to current restrictions, we do not ship vapes, e-cigarettes or e-liquids outside of New Zealand.

 

RETURNS

HOW DO I RETURN AN ITEM PURCHASED ONLINE?

PLEASE NOTE: For items purchased in-store, please scroll down for "How do I return an item purchased in-store".

If for any reason you're not happy with an item you purchased online, you can return it by sending it back to our distribution center.

Items that cannot be returned for hygiene reasons are piercing jewellery, consumable items including beauty products and cosmetics, underwear, and swimwear. Products that are no longer in sell-able condition due to being worn, washed, or packaging and tags being removed will not be accepted. Any sale on an item purchased on SALE/CLEARANCE is final and non-refundable or exchangeable.

From receipt of your order, you have 14 days to return items with proof of purchase provided they are in sell-able condition and have not been used, worn or washed, and have all of the garment tags or packaging intact.

Returning via our Distribution Center:
For returns of clothing or vaping hardware please include an order number or invoice, and a note stating the reason for return. For all other returns, please contact us before posting to get approval for the return. We do not accept drop ins to our distribution center.

Refunds will be issued through the payment type used to make the original purchase, and can take 1-3 or more days to process depending on payment method.

We may refuse to refund an item where the item has been used, worn or damaged and is no longer in an acceptable sell-able condition. All clothing must remain as new and unworn. Pipes, e-cigarettes or other smoking or vaping devices must remain unused. E-liquids must remain sealed. All toys and gift-ware must be returned in sell-able condition. In the interests of hygiene, we are unable to accept returns of piercing jewellery, consumables, underwear, or swimwear.

Please send your returns to:

Cosmic Returns
10 Lismore St
Waltham
Christchurch 8011

It will be your responsibility to pay for the return, and all returns remain the responsibility of the purchaser until received by Cosmic.

Returning in-store:

We can accept a return of an online purchase in-store if prior contact has been made via online support. Our stores do not offer refunds for any return whatsoever

 

EXCHANGES

We do not offer exchanges on products purchased online. You can return an item for a refund and place a new order for the product you desire.

Any sale on an item purchased on SALE/CLEARANCE is final and non-refundable or exchangeable.

If you have any further queries regarding our returns and exchanges process, please contact us.

 

HOW DO I RETURN ITEMS PURCHASED IN-STORE?

Cosmic will fulfill its obligations in relation to faulty goods under the Consumer Guarantees Act but please be advised that we do not refund returns of in-store purchases in "change-of-mind" situations, a store credit may be offered at Cosmic's discretion. Any item purchased on SALE is non-refundable.

Items that cannot be returned are piercing jewellery, consumable items including beauty products and cosmetics, underwear, swimwear and products that are no longer in sell-able condition due to being worn, washed, or packaging and tags being removed. The item must still be in original sell-able condition with all garment tags attached. We may refuse the return of items where this is not the case. We also do not accept returns of sale or clearance items.

You can pop in to any of our Cosmic stores to be assisted with a return. If you are unable to return your purchase back in to store e.g. live in another city, please contact us for further assistance.

 

PROOF OF PURCHASE

In all cases we require a receipt as proof of purchase. If you have lost your online receipt then you can print out your original order confirmation that was sent to you via email and use this as proof of purchase.

If you have lost your in-store receipt but have a record of the transaction on a bank statement you can take that into the store. Each store will manage this on a case by case basis.


FAULTY GOODS & WARRANTIES

At Cosmic we aim to provide you with quality products and service at all times, however if you have purchased an item from us and believe it to be faulty, please contact us and notify us of the fault or visit us at one of our stores.

 

SHIPPING COSTS ON RETURNS

All returns are at the cost of the purchaser and remain the responsibility of the purchaser until received by Cosmic. We recommend you send your package on a tracked service so you are able to track your return’s whereabouts.

In the case of faulty goods, Cosmic will cover the cost of shipping a replacement item and returning the faulty item if applicable.