At Cosmo London, we want to ensure you are completely satisfied with your purchase. If you need to swap an eligible item for a different size or variant, our exchange process is straightforward.

1. Eligibility for Exchanges

• Timeframe: You may request an exchange within 14 days of receiving your order.
• Condition of Items: Items must be unused, unwashed, and in their original, unopened packaging with all tags, labels, and protective seals completely intact.

2. Product-Specific Conditions & Exclusions

Due to hygiene, safety, and the seasonal nature of our inventory, we cannot accept exchanges on the following items once opened, used, or after specific timeframes:

• Halloween & Bedazzled Halloween Masks: Because these are seasonal items involving facial contact, masks cannot be exchanged after Halloween has passed, nor can they be exchanged if they show any signs of wear, makeup transfer, handling, or if their original packaging/seals have been opened.
• Egyptian Tea Towels: Must be completely unwashed, unused, and in their original folded packaging with all brand tags attached.

3. How to Process an Exchange

1. Email our support team at sales@cosmolondon.co.uk with your order number, photos (if reporting a fault or damage), and specify the item or variant you would like to swap for.
2. Once your request is confirmed, securely pack the item in its original packaging and send it back to our return address using a tracked postal service. Always keep your proof of postage.
3. Upon receiving and inspecting the returned item, we will dispatch your new replacement item promptly.

4. Shipping Costs for Exchanges

• Change of Mind (Color, Style, or Preference): If a customer wishes to exchange an item because they simply do not like the color or type of mask, the customer is fully responsible for paying the return shipping costs to send the item back to us, as well as the cost to ship the new replacement item back to them.
• Faulty or Damaged Items: If an item arrives damaged or is faulty from our side, Cosmo London will cover all associated return and replacement shipping costs.

If you have any questions or need assistance before making an exchange, please contact our team at sales@cosmolondon.co.uk.