FAQ's

Shipping & Delivery-

Are there any shipping charges applicable to my order? 

We have standard shipping charges.
A flat Rs. 70 charge is applied to all orders below Rs.500, while there is free shipping for all orders above Rs.500.

What should I do if I miss my delivery?

We understand that you cannot wait at your delivery address all the time, and therefore we will try to deliver your order three times each attempt on a consecutive day. So if you missed your delivery please don't worry, we will try to retry.

What do I do in cases of failed delivery? 

In case of a Failed Delivery, You can write us a mail at Support@cossouq.com for any help. We will make sure to resolve your query within 48 business hours.

How will I track my Order? 

You can track your order through the 'My Order' Option.

How Many days it will take to deliver? 

It takes 5-6 Business days to deliver the order.

How do I check the current status of my order? 

You can review the status of your orders and other related tracking information by visiting the "My Orders" section. You can instantly see the status of specific order and all your past orders. Once the order is shipped, you can see a button "Track Order" which will give you more detailed information about your order status.

Order not shipped yet? 

After placing the order it takes 1-2 business days to ship the order.


I have not Received My Product yet? 

Orders might take more longer Days. You can also track your order from the My Orders Section.
Also, you can write to us at support@cossouq.com for any assistance.

Do I have to be present in-person to receive my order?

We recommend that you receive the order yourself to ensure complete satisfaction. If you are not present, the parcel will be delivered to the person available and this can be confirmed by our delivery executive on a call with you. The receiver's signature or OTP will be taken at the time of delivery for security and verification.

Cancellations & Refunds -

What if I used coupon codes or gift cards or reward points for payment and I have to cancel my order? 

Coupon codes are intended for one-time use only and shall be treated as used even if you cancel the order.
If you had redeemed Cosscoins for an order, the same will be not credited back to your account in the case of a cancellation. In case you used the gift card amount, the same would be credited back to your gift card in the case of a cancellation.

How long will the refund take post-cancellation?

 9-10 Business Days.

Are there any cancellation charges? 

There is no separate cancellation charge levied by Cossouq.

Shipping charges will refund if I cancel the order?

Shipping Charges will not refund.

Returns & Refunds -

How do I Return an Item Purchased on Cossouq?

Returns on Cossouq are currently accepted only in the following cases:
You have received a damaged product, You have received a defective product, Wrong product was delivered to you, The product ordered was missing in the delivered shipment
In any of these cases, you could either request a replacement or a refund within 3 business days of receiving the order.

I have received a damaged /defective /wrong product in my order, how should I proceed? 

Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request a replacement or refund within 03 days of receiving the order

How can I track my return status?

You can track your return status in the 'My Orders' section on Cossouq.com after logging in.

When will I get my refund & how cash or online transfer? 

You can track the Refund status on the website in the "My Order" section. In case of cancellation before shipment, we process the refund within 9-10 Days after receiving the cancellation request. In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.

Can I return part of my order?

Yes. A return can be created at the item level and if you have ordered multiple items, you can initiate a return/replacement for any individual item. In case of any sample product received with the order, the sample product will also be returned along with the order.

How will I get refunded for the returned orders and how long will this process take? 

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse. For payments done through credit/debit cards, net banking, or wallet the refund will be processed to the same account from which the payment was made within 7-8 business days of receiving the products back. For cash on delivery transactions, we will initiate a bank transfer against the refund amount and the billing details shared by you. This process will be completed within 9-10 business days of us receiving the products back and your bank details on email.

Do I have to return the whole order?

Not at all! You do not need to return the whole order. Just return the items you don’t want.

What is your returns policy?

(We only take returns if the product is damaged /defective /wrong product)

Can I return the product to the delivery person if I did not like it?

No, You have to register a return request on the website or Application.

Website Related Queries -

Amount deducted from the account but the order didn't place?

Kindly try to refresh or re-login or mail us at Support@cossouq.com for any assistance.

Where do you ship from? 

Ahmedabad

Didn't receive cosscoins after purchasing or joining? 

Write us at support@cossouq.com

Not able to add item in Cart?

Refresh, Re-login Or you can write us on Support@cossouq.com for any help we would love to assist you.

How safe is it to use your debit/credit card or make an online payment on cossouq?

We use the 3D Secure payment gateway for card payments. These are industry-standard secure payment methods so that we can ensure that all your online transactions at Cossouq are processed in an extremely secure environment.
What steps does Cossouq take to prevent card fraud?
Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team:
When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents.
The ID documents help us ensure that the purchases were indeed made by a genuine cardholder.

Is there chat support?

Yes, Our Support Team will be helping you for any assistance, feel free to contact us at support@cossouq.com

How does my coupon code work?

You can apply Coupon Code on the Payment Page while Processing.

Do I have to have an account to place an order at Cossouq?

 No, you do not as you can place an order as a guest, by just providing your email address for correspondence.
However, we highly recommend that you do create a Cossouq account. Not only will you be able to rate and review products, but also you can accumulate Cosscoins and obtain discounts on future purchases. After all, shopping more for less is always fun!

How do I give feedback to Cossouq?

Feedback@cossouq.com

What if I forgot the Password?

When signing in you can click on the forgotten password link below the signup area.
You will be redirected to a new page where you will be instructed to fill in your registered email address.
You will receive an email with a link to reset your password.

How do I get beauty advice?

Currently, we have blogs as generic advice from the team. Specific beauty advice will be live soon

Do you ship Internationally? 

Right now, we do not deliver items internationally. You can make a purchase from anywhere in the world as long as the shipping address is within India

Can I do a Cash delivery towards the Giftwrap order? 

No. We only allow prepaid payments for gift wrap orders.

How Do I Place a cossouq Order?

You can place your order in a few simple steps: Step 1: Click the 'Add to Bag' button on the products you wish to purchase and they will be added to your shopping bag Step 2: Register with Cossouq by clicking on the “Account” button on the top right-hand corner of the page and clicking on “Sign Up”. When you sign up for your Cossouq account, you can enter all your details including your address and phone number on onto your account page and it will be recorded for future purposes! While this sign-up step is optional, we highly recommend that you do create a Cossouq account. Not only will you be able to rate and review products, and avail of members-only coupons/offers, but also you can accumulate Cosscoins and obtain discounts on future purchases. Step 3: You can then click on your shopping bag in the top right corner of the page and use any coupon codes by clicking on “Got a Coupon Code? Apply it here” to receive a discount on your order Step 4: Either you can “Continue shopping” or click on the “Checkout” button to proceed to the next steps. Step 5: Provide us with your email address, shipping address and payment details. Finally, click on “place order” to go ahead. Step 6: Once the order is placed, you will see a confirmation page with an order number. Also, we will send you an email confirming your order. Step 7: Enjoy your Cossouq order! If you have any further questions, you can write to us at support@cossouq.com.

Can I club my orders from different sellers to be delivered together?

Yes, you can club orders from multiple brands to be delivered together.

Can Balance in my wallet Expire?

Cossouq Wallet has two currencies:

Cossouq Cash: Balance in the Cossouq Cash bucket would never expire.

Cossouq Cosscoins: Balance in Cossouq cosscoins bucket has an expiry of 6 months (depending on the source of Cosscoins) from the date of credit of the balance.

Order Related  -

Authenticity & Genuinity?

We at Cossouq are fully dedicated to our customer's satisfaction. Rest assured that Cossouq products are genuine and authentic. We do not accept any grey market products. We only buy our inventory directly from the brand or authorized distributors of the brand.

What about Warranty and Benefit claims of the Products?-

We are a retailer and not the manufacturer of the products sold on our website. We guarantee you genuine products by sourcing all items directly from brands and authorized distributors and resellers of the products, but we cannot undertake the responsibility for the claims of warranty and benefits made by the manufacturer.

When Out of stock product will Restock & We will get a notification? 

Yes, we will be notifying our Cossouq members by Email or SMS & also you can check the application.

Incorrect Item Received?

In case of the wrong product is delivered, you can write us at Support@cossouq.com for the return process.

Can I ship the products to an address that is different from my billing address?-

You can do so by filling the address you want to ship to as the Shipping address.

How are items packed?

We pack each of our products in boxes, which are covered in bubble wrap while delicate items like bottles are securely protected with additional bubble wrap.

What is the estimated delivery time?

We usually dispatch most orders within 1-2 business days (excluding Sundays and public holidays) maximum delivery time is 5-6working days.

Why is my order not showing? 

You can track all your orders from the 'My Order' option in the menu.
If your most recent order is not showing after successful payment, please do not worry, check again after some time, or you can contact us at support@cossouq.com for any assistance.

Can I change my delivery address or mobile number once the order has been placed?

Sorry, that is not possible at the moment as the system would have already passed the mobile number and address to our warehouse to pack and ship your product. That said, we never say never! You can always cancel the order before it has been packed and can place a new order. Don't worry, there are no cancellation charges.

Which courier service do you provide? 

Delhivery Express

How do I know that my order is confirmed? -

Once your order is confirmed, you will see a confirmation page displaying a unique Order ID, a listing of the item(s) you have ordered, and the shipping address. In addition, you will receive an email and SMS confirming your order details. You will also be notified when we dispatch the item(s) from our warehouse with the respective tracking details.

How much do I have to pay for gift wrap orders? 

We currently charge INR 35/-  for gift wrap. The User will get Cossouq Box packaging and Items that are gift wrap inside the box and a gift card with a personalized message.

Can I change my order?

(After Placing) - NO, You cannot change after placing the order, but you can cancel the order.

Why is the Cash on Delivery (COD) option not offered in my location?

Few places are not covered for COD by our delivery partners. Any inconvenience you face is regretted. This issue might also occur if the cash amount payable at the time of delivery exceeds a certain limit which is decided by our courier partners. Hence, we request you to always enter your pin code to check the availability of COD in your area. Alternatively, may we suggest an alternate form of payment? Perhaps a Credit Card, Debit Card, Net Banking, or wallet. We are not saying that this will be permanent; your pin code might be available for COD in the future. Do check!

I am not getting the discount even after applying the coupon?

Sometimes the coupon has a maximum discount that can be availed by applying. If the coupon discount with the item discount exceeds that limit, you may not be able to receive the additional discount. Please look for products that are not already discounted to make the most of the benefits. still confused. Don't worry a little! Write us at support@cossouq.com and we'll help get you the best deal.

How do I View my recent Ticket?

To view all your tickets raised with the customer support team, On App -

  • Login to your Cossouq account
  • Click on 'help center'
  • Existing tickets can be seen on top.
  • On Desktop 
  • Login to your Cossouq account.
  • Click on 'Help'.
  • You will be able to view all your tickets by clicking the 'My Recent Tickets' button

 

Payment FAQ-

What if the amount is debited from my side but I have not received the order ID?
We ensure that the order ID is confirmed only after our bank receives the payment from your bank. Sometimes, for unforeseen reasons, the amount may be debited on your behalf, but we may not have received it yet. Please send an email to support@cossouq.com and we'll sort it out for you.
What are the Different Payment Methods in Cossouq?
Net Banking, Debit Cards, Credit Cards, Third-Party Payment Services, COD & Cossouq Wallet.
For cash-on-delivery orders, can I check the package before paying?
Our courier person will hand over the package to you only after payment is done. Please do not accept any package if it has tampered.
Can I use the balance in cossouq wallet with other payment modes?
In case you are short of balance in Cossouq Wallet, you have to add the remaining amount to the wallet (using Credit/ Debit Card, Net Banking, or BHIM UPI) and place the order. You can not use the Cossouq wallet balance with any other payment modes.
Can I withdraw the balance to my bank account from my cossouq wallet?
You can not withdraw the balance in your Cossouq Wallet to your Bank account. It can only be used to purchase products/ services at Cossouq.



Cosscoins Program -

Why are my Cosscoins not credited to my account ?-

Cosscoins are credited to your account after the successful delivery of the order. Cosscoins can be seen in the 'My Accounts' section.

My friends or family can use my Cosscoins?

The Cosscoins you accumulate can only be used through your account. They are not transferrable to your friends or Family.

Can my Cosscoins expire? -

If there will be no activity in your account, the cosscoins will automatically Expire in 6 months.

How do I know how many Cosscoins I have?-

You can view your Cosscoins on your “My Account” page under the “Cosscoins” section.

Can I exchange my Cosscoins for cash? -

No, your Cosscoins can only be redeemed toward store credit on Cossouq.com They cannot be redeemed for cash or exchanged for any other services.

What is the value of Cosscoins & how do I receive them?

1000CC shall be equivalent to INR10 at the time of redemption.

What is the Cossouq Refer A Friend program?

Refer & Join - For every referral, the referrer will earn 1000 CC (i.e., INR 10 ) and the referee will get 6000 CC (i.e., INR 50) for signing up with us and INR10 for using referral code from the referer) on his/her first purchase after signing up with us.

I have made a transaction and the required Cosscoins have still not been credited to my account, what do I do now?

In the rare instance when a transaction has not been credited to your account, please send a mail to support@Cossouq.com along with a copy of the order confirmation.
Your account will be credited with the appropriate points within 2 working days of checking your order history.

Redemption -

CC can be used on the next purchase by the user.
100CC shall be equivalent to INR. 1 at the time of redemption.
On joining 5000cc which is equivalent to INR 50
On each purchase you will receive CC equal to your purchase value for eg. - on purchase of INR1000, you will receive 1000CC which is equivalent to INR.10
Cosscoins will Expire in 6 months from the date of purchase.
Refer & Join - For every referral, the referrer will earn 1000 CC (i.e., INR10) and the referee will get 6000 CC (i.e., INR 50 for signing up with us and INR10 for using referral code from the referer) on his/her first purchase after signing up with us.