Frequently Asked Questions

Security & Payment


Q. Why should I become a registered user?

A. You must become a registered user in order to access certain features of the website such as placing orders, adding products to your wishlist, and writing product reviews. As a registered user you will also become eligible to receive special promotions.

Q. How do I update my personal information?

A. To update your personal information you must first be logged into the website. You can then review and edit your personal information by clicking the “Profile” link in the top right corner of the website.

Q. What do I do if I can’t remember my username or password?

A. If you can’t remember your username or password, click the “Login” link in the top right corner of the website and at the bottom of the pop up that appears you will see “Problem accessing your account? Click here.” Click this link and you will be prompted to enter your registered email address. An email will then be sent to you with your registered username and a link to reset your password.

Q. Is my personal and credit card information safe on your website?

A. We utilize security features to ensure that all information received from you is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format. In addition, no credit card information is stored on our website or accessible through our website. No credit card information can be consulted or seen by any of our staff at any moment during or after the ordering process. For more information please see our privacy policy by clicking the “Privacy Policy” link at the bottom of the website, or you can view it by clicking here.

Q. What is your privacy policy?

A. Our privacy policy is available anytime by clicking the “Privacy Policy” link at the bottom of the website, or you can view it by clicking here.

Q. Is ordering over the Internet secure?

A. We utilize security features to ensure that all information received from you is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format. In addition, no credit card information is stored on our website or accessible through our website. You can also call us toll free from anywhere in North America at 1-877-244-0438 to place orders order the phone.

Q. What are my payment options?

A. Orders must be paid by credit card online. We accept the following credit cards as methods of payment: Visa, Master Card, American Express and Discover. You can also call us toll free from anywhere in North America at 1-877-244-0438 to place orders with your credit card over the phone.

All prices displayed on this website are quoted in Canadian Dollars.

Q. Will my credit card be charged immediately?

A. When you go through the check out process and click submit, your credit card will be charged immediately. You will receive a confirmation email with the order reference number to your registered email address.

Orders & Shipping

Q. When will I receive my order?

A. Shipping times will vary depending on the country being shipped to and the method of shipping selected (express or regular). Please visit our shipping page for more details by clicking the “Shipping” link at the bottom of the website, or you can view it by clicking here.

If you wish to track the status of your order, please contact us with your order reference number through the contact form on the website, or by calling us toll free from anywhere in North America at 1-877-244-0438.

Q. How do I track the status of my order?

A. When you place an order you will receive a confirmation email with the order reference number to your registered email address. Please contact us with your order reference number to track the status of your order.

You can contact us through the contact form on the website, or by calling us toll free from anywhere in North America at 1-877-244-0438.

Q. How do I change or cancel an order?

A. If you wish to change or cancel an order, you have 1 business day after your order is submitted to contact us by calling us toll free from anywhere in North America at 1-877-244-0438. Please have all of your information ready when you call, including your order reference number.

Q. What is your return/exchange policy?

A. If you are not fully satisfied with any product purchased through our site, you may return the items for a full refund within 30 days of placing the order. All returns must be received within 30 days in order to receive a full refund. Please be advised that prior authorization is required on all returns. To receive authorization for a return, please contact us through the contact form on our website or by calling us toll free from anywhere in North America at 1-877-244-0438. Any returns sent to us without return authorization cannot be accepted. Return acceptance is at the sole discretion of Cosmolane Boutique. To ensure that your returns are received by Cosmolane Boutique, please make sure to add insurance to your parcels through your preferred mail delivery service. Shipping fees are only eligible for refund when the original items were either shipped incorrectly by Cosmolane Boutique or damaged. All other shipping fees are nonrefundable. Please allow up to two weeks for the return to be processed, at which time a refund will be made to your credit card.

Q. What are your shipping fees?

A. Our shipping fees vary depending on the country being shipped to, the requested speed of delivery (regular or express), and the value of the order being placed. Please visit our shipping page for more details by clicking the “Shipping” link at the bottom of the website, or you can view it by clicking here.

Q. What countries do you ship to?

A. We ship to both Canada and the United States, although some of our products are limited to delivery in Canada only. You can find the “Ship to” countries indicated on the details page of every individual product. Please visit our shipping page for more details by clicking the “Shipping” link at the bottom of the website, or you can view it by clicking here.

Please contact us for special shipping requests through the contact form on the website, or by calling us toll free from anywhere in North America at 1-877-244-0438. All orders will be shipped to confirmed billing address.  If you authorize to drop a shipment at your door, Cosmolane is not liable for loss. If the package appears to be tampered, do not accept it.

Q. Who do I contact for special shipping requests?

A. Please contact us for special shipping requests through the contact form on the website, or by calling us toll free from anywhere in North America at 1-877-244-0438. All orders will be shipped to confirmed billing address.

 

 

Products & Reviews

Q. Where can I find a store near me that carries Cosmolane Boutique products?

A. Please contact Cosmolane directly via email or our toll-free number to receive a list of store locations.

Q. How do I add a review about a product?

A. On the product details page of each individual product there is a Product Reviews section at the bottom where you can read reviews added by other users and add reviews of your own. You must be logged onto the website as a registered user in order to add reviews. To add a review, click on the “Add a Review” link and add your comments in the text box that appears. If you are not logged in or registered you will be prompted to do so when you click on the “Add a Review” link.

Q. When will my product review be posted?

A. When you submit a product review, before it is posted it is sent to a website moderator for the content to be reviewed. Once the content has been approved by our moderator, your review will be posted. This process can take from a few minutes up to 2 business days before your post will appear online.

Q. Who can help me with a skincare question?

A. Skincare concerns? Ask our skincare experts, we’re here to help! Please contact us through the contact form on the website and select the subject “Beauty Advisor.”

 

VIP Club and Promotions

Q. What is a Promo Code?

A. A Promo Code is a promotional code provided by the Cosmolane Boutique that allows you to be eligible for a special offer by entering this code when purchasing products on our website. Offers could include free shipping or a discount off your purchase. These exclusive promotional offers are active for a limited time only and are limited to one use per user.

Please note that Express Shipping is not available when a Promo Code for free shipping is used. All orders placed using a Promo Code for free shipping will be sent at Regular Shipping speed.

Q. Where do I get a Promo Code?

A. You will receive exclusive promotional offers and Promo Codes by email through our newsletter if you are a member of the Cosmolane Boutique VIP Club. For information about signing up to be a VIP member, see the FAQ: “How do I join the Cosmolane Boutique VIP Club?”

Q. How do I use my Promo Code?

A. Your Promo Code can be entered to redeem special offers when purchasing products on the Cosmolane Boutique by clicking on the “Enter Promo Code” link in your shopping cart or when you are checking out. The “Enter Promo Code” link will only be visible when you have items in your shopping cart. After your Promo Code has been successfully entered, a Discount line will appear with your total displaying the amount of your savings.

Please note that Express Shipping is not available when a Promo Code for free shipping is used. All orders placed using a Promo Code for free shipping will be sent at Regular Shipping speed.

Q. Why should I join the Cosmolane Boutique VIP Club?

A. There are many perks to being a Cosmolane Boutique VIP Club member!

1.    Receive exclusive promotional offers and Promo Codes through our newsletter!
2.    Be the first to know about new Cosmolane Boutique skincare products!
3.    Free samples – new feature product every month!
4.    Skincare concerns? Ask our skincare experts, we’re here to help!

Q. How do I join the Cosmolane Boutique VIP Club?

A. There are three easy ways that you can sign up for the Cosmolane Boutique VIP Club:

1. Enter your email address in the “Join our VIP Club” field at the bottom left of the website.
2. Click the “Join our VIP Club” link on the left menu and input your email address in the “Join our VIP Club” field.
3. Register to the Cosmolane Boutique by clicking the “Register” link in the top right of the website and check the box next to “Sign up for our VIP Club newsletter” when filling in your personal profile information.

Q. Can you tell me when new products or special promotions are announced?

A. Absolutely! If you are a member of the Cosmolane Boutique VIP Club you will be the first to know about new Cosmolane Boutique skincare products, and you will receive exclusive promotional offers and Promo Codes through our newsletter!

Q. How do I unsubscribe from the Cosmolane Boutique VIP Club?

A. There are 2 ways that you can unsubscribe from the Cosmolane Boutique VIP Club, the first of which is by clicking the unsubscribe link at the bottom of the VIP Club newsletters you receive by email. The second method is to login to the website and view your personal information by clicking the “Profile” link in the top right corner of the website. If you are subscribed to the VIP Club, there will be a checkmark on your profile page in the box next to “Sign up for our VIP Club newsletter.” Uncheck this box if you wish to unsubscribe from future emails.

Q. How can I tell a friend about the website?

A. You can tell a friend about the website by clicking the “Tell a Friend” link on the left menu at any time. You can then input your name, your email address, the email addresses of your friends, and a personal message. Your friends will be sent an email notification containing your personal message and a link back to the Cosmolane Boutique website.

Q. How can I tell a friend about a specific product or promotion?

A. You can tell a friend about a product or promotion by clicking the “Tell a Friend” link on the specific product that you would like to send. This “Tell a Friend” link is located above the Add to Cart button for each individual product. You can then input your name, your email address, the email addresses of your friends, and a personal message. Your friends will be sent an email notification containing your personal message, a summary of the product or promotion, and a link back to the Cosmolane Boutique website.

Q. How can I add items to my Wishlist?

A. You can add items to your Wishlist by clicking the “Add to Wishlist” link on the specific product that you would like to add. This link is located above the Add to Cart button for each individual product. You must be logged onto the website as a registered user in order to use this feature. If you are not logged in or registered, you will be prompted to do so before the item can be added to your Wishlist.

Q. How can I send my Wishlist to a friend?

A. You can view your Wishlist by clicking the “Wishlist” link in the top right corner of the website. You must be logged onto the website as a registered user in order to use this feature. You can send your Wishlist to a friend by clicking the “Tell a Friend about your Wishlist” link on the Wishlist page. You can then input your name, your email address, the email addresses of your friends, and a personal message. Your friends will be sent an email notification containing your personal message, a summary of your Wishlist, and a link back to the Cosmolane Boutique website.

Q. Where can I find your site index?

A. You can view our site index by clicking the “Site Index” link at the bottom of the website, or you can view it by clicking here.