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See all frequently asked questions here.
What is COSETTE returns policy?
Returns Policy COSETTE offers returns within 7 days after receiving your order. We have 3 rules of returns, item(s) must be returned: Within 7 days of receiving your order; 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. Returns that do not meet our policy will be sent back to you. Return Policy If you have placed an incorrect order or wish to cancel an o
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 custo
How long does delivery take?
Delivery & Returns For all orders placed before midday, Monday – Friday* • Inner Metro Sydney (within 25 km from Sydney CBD): Delivery should not take more than 3 hours. • Greater Sydney (over 25 km from Sydney CBD) / Rural NSW / Canberra ACT: Delivery should not take more than 2 business days. • Queensland / Victoria / South Australia: Delivery should not take more than 3 business days. • Western Australia / Northern Territory: Delivery should not take more than 5 business days. • Internation
What payment types do you accept?
For the purchase of products on our website, we accept the following payment methods: 1 - Credit Cards (including Visa, MasterCard, American Express) 2 - Afterpay (Australia only – for purchases below $1,000) 3 - Zip Money (Australia only – up to $10,000) 4 - PayPal 5 - Lay-Buys powered by PayPal (20% deposit + instalment plan, the product will be sent to you at reception of the final payment.) * 6 - Latipay / Alipay / WeChat Payment 7 - Coinbase / Bitcoin / Ethereum / Litecoin 8 - Vouchers
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 do I use my voucher?
Redeem your voucher code during checkout on the payment section. You will see a title labelled 'Gift card or discount code'. Copy and paste the code into this field for it to apply. Vouchers cannot be cumulated.
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.
How do I return an item?
Simply complete the COSETTE return form we will be emailing you. There are only 3 steps: 1. State your order number on the form as the authorization number to return the item. 2. State the reason, discussed with our customer service authorising you to return your item. 3. Send by post (do not need to be express or insured) in the original packaging notifying us with the tracking details or directly drop off at Cosette Shop 2 – 140 George Street, Sydney, NSW 2000 – Mon to Sun 11:00 am - 7:00 pm
Do your prices include GST and other taxes?
Yes, our prices include GST and other taxes. Australian orders include GST at check-out. Overseas orders don’t include GST at check-out. Taxes and duties, charged by the Customs Service, are to be paid by the recipient once the parcel reaches its destination port. COSETTE is not responsible for and will not reimburse any of these charges and duties.
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 (it will take between 3 to 5 business days).
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,
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 firstname.lastname@example.org 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.
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.
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!
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 send an email to email@example.com with your personal details (name, family name, phone number and email address) if you would like to be added to 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.
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 if I don't have the original packaging?
If you are missing your COSETTE delivery box or satchel, please use a similar sized cardboard box or plastic delivery satchel. Please keep in mind that you are responsible for the safely packing of your return, so we receive the items in their original condition.
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 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.
Is there somewhere I can go to view the product before purchasing?
We currently have a store based in Sydney where you can view the products prior buying them online. Please feel free to call us at 1 800 413 741 for any enquiry prior to your visit. DUTY- & TAX-FREE COSETTE - THE ROCKS Shop 2 / 140 George Street, Sydney, NSW 2000 Tel. 1 800 41 37 41 Mon - Sun 11:00 am - 7:00 pm
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
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.
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 any Parcel Lockers or PO. Boxes 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
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.
What is your ABN?
Our ABN is 73 169 949 973
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.
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 do I unsubscribe from your newsletter?
Simply click on Unsubscribe at the bottom of the Newsletter
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 already marked as shipped, we can amend the address on our end, so please chat or email us to firstname.lastname@example.org or call us on 1 800 413 591. If the order has been shipped with a courier, please contact us and we'll try our best to make the change for you as well.
Can my order be delivered to a depot?
As a signature will be required at reception of the parcel by our shipping agent it will be not possible to be delivered to any depot. According to some specific areas, your parcel could be taken directly to a depot and you will be notified with a card left by the courier.
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.
How will I be refunded?
You will be refunded the same way you paid. Credit cards or PayPal or Afterpay or Zip Money or Latipay or Alipay or WeChat* Payment: Your refund will be credited into the same account your payment came from. Depending on your banking institution please note that it may take between 3 to 5 business days in order to see the transaction back into your bank account. Please note that Gift Cards are not refundable. Overseas customers: please note that all transactions are completed in AUD whi
How do I update my details on my account?
Simply login to your account and edit the section you wish to update
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).
What if the item I received is not what I ordered?
What if the item I received is not what I ordered? Please chat or send us an email to email@example.com so we can arrange for the correct item to be delivered.
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).
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.
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.
How do I sign up for PayPal?
Create a PayPal account.
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.
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.
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 does Cosette Lay-Buy work?
We offer Lay-Buy instalment plans powered by our partner PayPal. Create or use your existing PayPal account and select the method of payment at checkout using PayPal Lay-Buy (20% deposit + your instalment plan). The product will be sent to you at reception of the final payment.
Can I place an item on hold?
Yes, your product will be on hold as soon as we receive your payment confirmation.