Refund policy
Return & Refund Policy
At Kosme, we take great care in selecting and packing authentic Japanese beauty products. Please read our return and refund policy carefully before placing an order.
Change of Mind
Due to hygiene and safety reasons, we do not accept returns or exchanges for change of mind on any cosmetics, skincare, or personal care items.
Faulty, Damaged, or Incorrect Items
If you receive an item that is:
- damaged in transit
- faulty or defective
- incorrect (not what you ordered)
Please contact us within 7 days of receiving your order at:
https://kosme.com.au/pages/contact
Include:
- your order number
- a clear photo of the issue
- a brief description
Once reviewed, we will offer a replacement, store credit, or refund, depending on availability and the situation.
Monthly Drop Items
Monthly Drop products are sourced and packed to order from Japan and cannot be cancelled, returned, or refunded for change of mind.
Refunds or replacements for Monthly Drop items are only offered if the item is faulty, damaged, or incorrectly supplied.
Refund Processing
If a refund is approved:
- refunds are processed to the original payment method
- processing time may take 5–10 business days, depending on your bank or payment provider
Original shipping fees are non-refundable, unless the return is due to our error.
Lost Parcels
Once an order has been dispatched, responsibility transfers to the courier.
If your parcel is lost or significantly delayed, please contact us and we will assist you in lodging an investigation with the shipping provider.
Contact Us
If you have any questions about returns or refunds, feel free to reach out:
https://kosme.com.au/pages/contact