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See all frequently asked questions here.
What is COSETTE returns policy?
COSETTE offers free returns within 7 days. We have 3 rules of returns, item(s) must be returned: Within 7 days of purchase; Unworn and unused with the original RA & tags still attached; In the original packaging which must be in the original condition. This includes branded dust bags and shoe boxes. Return Policy If you have placed an incorrect order or wish to cancel an order We are able to cancel any order as long as we receive your cancellation request on the same day yo
Our business model is based on the inverted seasons between Europe and Australia. When the season ends in Europe we purchase the excess stock from our well-established partner brands in Italy and France including labels such as Gucci, Givenchy, Balenciaga, Prada... This allows the authorised European retailers to sell their overstock in bulk at a lower cost without damaging their retail image and allows us to have access to luxury labels at lower prices. We pass on the lower prices to our custom
How long does delivery take?
If the order is place during week days before Midday: For a inter metro Sydney the delivery should not take more than 3 hours For Canberra or Rural NSW the delivery should not take longer than 2 business days For Queensland, Victoria, South Australia the delivery should not take longer than 3 business days For Western Australia & North Territory the delivery should not take longer than 5 business days
What payment types do you accept?
For the purchase of products on our website, we accept the following payment methods: Credit Cards (including Visa, MasterCard, American Express) Paypal Vouchers / Store Credit Gift Cards Afterpay (Australia only) Latipay WeChat payment
How do I use my voucher?
Redeem your voucher code during checkout on the payment section. You will see a title labelled 'Add voucher or gift card'. Copy and paste the code into this field for it to apply. Vouchers cannot be cumulated on products currently on sale.
Can I place an item on hold or lay-by for purchase at a later date?
No, we do not offer a hold on products, but we do offer Lay-Buy instalment plans. The Lay-Buy service is powered by our partner PayPal. Create or use your existing PayPal account and select the method of payment at checkout using PayPal Lay-Buy.
What are my options when returning an item?
We conduct our business according to the Australian Consumer Law (ACL), which acknowledges your rights and entitlements as a customer. You may return an item for your choice of: Refund back to your original payment method 100% store credit Exchange (depending on stock availability)
How much does delivery cost?
We ship worldwide. We offer FREE delivery on local & international orders ‡ You can find your estimated delivery times on any product page. It will provide you will all available options (depending on the item selected, delivery address and time of day). ‡ International orders with a total amount above $1,600. All other international orders: $49 - Express International Shipping.
Are your prices in Australian Dollars (AUD)?
Yes, as we are based in Australia and you are buying from an Australian company, we charge you for your order in Australian dollars.
Do you ship internationally?
We ship worldwide. We offer FREE delivery on local & international orders ‡ ‡ International orders with a total amount above $1,600. All other international orders: $49 - Express International Shipping.
What if I am not home when my order arrives?
For Australia Post deliveries, powered by Couriers Please,our partner for deliveries, the driver will leave a note for you to collect your order at your local post office. Parcels are kept at the post office for five days – you will receive another note to remind you to pick it up. It will then be kept at the post office for five more days. If the parcel has not been collected by then, it will be returned to our Fulfillment Centre. Note: for residential deliveries being made by Australia Post,
How do I return an item?
Simply complete the COSETTE return form we will be emailing you. There are only 3 steps: State your order number on the form State the reason, discussed and authorising you to return the item Send by post in the original packaging notifying us with the tracking details
How can I track my order?
Once your order is shipped, you will receive an email containing a tracking ID number and link. Be sure to check your junk/ spam folder in case it lands there!
Do your prices include GST and other taxes?
Yes, our prices include GST and other taxes. Our policy is to offer the same prices to Australia and New Zealand customers. However, Orders which are more than the equivalent of NZ$190 and shipped to New Zealand may incur GST, customs charges and duties charged by the NZ Customs Service once the parcel reaches its destination port and must be paid by the recipient directly to the NZ Customs Service or its authorised service provider. COSETTE is not responsible for and will not reimburse any of t
How do I change or cancel my order after purchasing?
We are unable to change items within an order once it has been placed (including size/ style/ colour). Prior to an order being marked as 'shipped' we are able to cancel individual items or the entire order. If an item or order is cancelled, you will need to allow 3-5 business days for the refund value to reflect back into your account.
What if the item is faulty?
We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact us on email@example.com so we can guide you through the returns process and help resolve the problem as swiftly as possible. Please note that we'll need a photo or two showing the defect/fault, which will speed up the returns process for you.
Is it safe to use my credit card on your site?
We strive to ensure that every credit card transaction occurs within a secure environment. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assure that your credit card and bank account information is secure every time you make an order.
What is 100% store credit?
When authorised to return an item, you can opt for 100% store credit. Once your return has been received and processed, this credit (in the amount of your paid price) will be available online in your COSETTE account, or sent to your email attached to the receipt number for in store purchases. This store Credit is activated ready to apply to your next purchase. Please note, store credits are applied to the account registered with the same email address used to place your order. Store credit is
The item I want is out of stock
We try to have a stock level that will keep up with demand but some popular items may sell out fast. Our focus is to keep up with the latest fashion so our products are only available while stocks last. Please let us know if you would like to be added on our wish-list for the exact product you are desiring.
Can I return sale items?
Yes, you can return sale items unless the product is marked as "Final sale" (subject to the Australian Consumer Law). We will always let you know if a particular sale or promotion excludes returns on the product page.
Do you match prices if I see an item on sale elsewhere?
We strive to match our prices with other online retailers. If you see the same item online cheaper, let us know, and we will do our best to match it. Simply send us a link or image of the item you're after, along with your size and we'll let you know.
How does store credit work?
When returning an item, you can opt for 100% store credit. Once you have chosen store credit, it cannot be reverted to a cash refund at a later date. Store credit is valid for 12 months and applies to all products, even on sale, both online or in stores.
I'm having trouble applying a voucher to my purchase. What can I do?
Please check that your purchase meets the Terms & Conditions listed on your voucher. This may include: Minimum spend amount Expiry date Brand, product or sale exclusions Voucher codes are case sensitive so please enter the exact code at checkout - copying and pasting may help. Vouchers cannot be redeemed cumulated with current promotion online and on the Hot Sale category.
What is your ABN?
Our ABN is 73 169 949 973
There was a problem with my order and my desired item is now out of stock. What now?
Please allow 30 minutes for this item to reappear in stock and then try again. The item will be held against your failed order for a short amount of time.
Has my order been successful?
All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, please send an email to firstname.lastname@example.org
When can I expect new products to be listed on your website?
We are constantly updating our product range as new fashion lines are released and as we stock new brands. View all our new arrivals. Generally we do get new items added daily.
Will I have to sign for my delivery?
Yes you will have to sign at reception of the delivery. The parcel cannot be left at a Parcel Collect due to the value of the item in the parcel and for our insurance contracted for the safe delivery. You can, alternatively, nominate someone else to sign on your behalf please send us an email notifying the name of the person to: email@example.com
Can my order be delivered to a depot?
No, your package cannot be delivered to a depot. A signature is required at reception of the parcel.
How do I unsubscribe from your newsletter?
Login into your account Under Newsletter Subscriptions untick the box Style and News bulletins If you like to subscribe again at any time (as not to miss out on Daily Deals, Sales News & more) simply tick the box again.
What if I don't have the original packaging?
If you are missing your COSETTE delivery box or satchel, use a similar sized cardboard box or plastic delivery satchel. Please keep in mind that you are responsible for safely packing your return so we receive the items in their original condition. When returning shoes, send them back just like how you received them – in the original branded shoebox and place this inside the delivery box. The branded box is just as important as the shoes themselves, so please do not alter it in any way - e.g. d
How do I update my details on my account?
Simply login to your account and edit the section you wish to update
Is there somewhere I can go to view the product before purchasing?
We currently have 2 stores based in Sydney where you can view the products prior buying them online. Please let us know in which location you would like to go to in order to make sure the correct stock is at the store for you to view. COSETTE - THE ROCKS Shop 2 / 140 George Street, Sydney, NSW 2000 Tel. 02 9241 3591 Mon - Sun 11:00 am - 7:00 pm COSETTE - DOUBLE BAY 24 Bay Street, Double Bay, NSW 2028 Tel. 02 9362 1145 Monday - Wednesday 10:00 am - 5:00 pm Thursday - Friday 10:00 am - 6:0
New Zealand Customs and Duty fees
Orders which are more than the equivalent of NZ$190 and shipped to New Zealand may incur GST, customs charges and duties charged by the NZ Customs Service once the parcel reaches its destination port and must be paid by the recipient directly to the NZ Customs Service or its authorized service provider. COSETTE is not responsible for and will not reimburse any of these charges and duties. Please note that separate orders placed on the same day will still be subject to the customs charges and du
How do I use live chat?
Simply click on the 'Help' icon you see in the bottom right hand corner of the screen and enter key words for what you need help with. If you don't find the answer, simply fill in your details to start chatting with one of our team members!
How will I be refunded?
You will be refunded the same way you paid. Credit card or PayPal or Alipay or WeChat Payment: Your refund will be credited into the same account your payment came from. Overseas customers: please note that all transactions are completed in AUD which means depending on the current conversion rate, you may see a different refund value to your original order charge.
Do you place items on back order?
No, items are not placed on back order and we try to avoid advertising products that are not in stock. If you have placed an order and your item has sold out, you will be contacted by our Customer Service team via email and a refund will be arranged.
Are there any items excluded from the returns policy?
Occasionally, some items may be excluded from COSETTE return policy. We will always let you know when this is the case on the product page. Anything marked as "Final Sale" cannot be returned for a refund, credit or exchanged unless faulty. Items sealed for hygiene reasons, excluding earrings and underwear can only be returned if the seal is intact (unless deemed faulty).
How do I change my delivery address after my order has been placed?
We process and pack your order as fast as possible. If the order is not marked as shipped, we can amend the address on our end, so please chat with us. If the order has shipped with any courier, contact us and we'll try our best to make the change for you as well.
Do you deliver to PO Boxes, military addresses or Parcel Lockers?
No we only deliver to the nominated person on the order and request a signature at reception of the parcel.
Have you received my return?
Returns take 2-7 business days to reach our Fulfillment Centre. Once received, your request will be processed within 1-3 business days. For refunds, please note that your financial institution may need 3-5 days to clear the funds back into your account.
What if the item I received is not what I ordered?
Please chat with us so we can arrange for the correct item to be delivered.
How do I sign up for PayPal?
Create a PayPal account.
How can I provide feedback about a product?
We love hearing from our happy customers and sharing the positive feedback with our team. To help spread the word, you can leave a review on our Google page. Sharing your experience will help other shoppers decide whether a style or service is right for them.
When will I receive my refund?
Returns take 2-7 business days to reach our Fulfillment Centre. Once received, your request will be processed within 1-3 business days. For refunds, please note that your financial institution may need 3-5 days to clear the funds back into your account. Don't forget – we send you emails along the way so keep an eye out on your inbox (including your junk/ spam folder).
What do I need to bring when I collect my parcel?
Bring photo ID, such as your driver's licence or passport, and your COSETTE order number.
How do I know if you carry a certain brand?
View all the brands that we stock on our www.cosette.com.au Alternatively type the brand name into the search toolbar on the top of the screen to view the available items from that brand. If there is no result, it means we do not have the brand available on our site for purchase.