Here are the shipping and returns terms for orders placed with FMT Fragrances, a trading name of COSMY LLC. For a question about an order, email [email protected] and include the order number.
Where do we deliver?
We ship from France worldwide, subject to a carrier serving the destination. The carrier and shipping charge are shown before payment is confirmed. Collection in person is not available. If your country is not offered in the cart, contact us before ordering so we can assess shipping options.
Shipping is free for product orders of €99 or more after discounts, to an address in mainland France, Belgium or Luxembourg. This offer does not apply to other destinations. Outside the European Union, customs duties and import taxes may be charged to the recipient by the authorities or carrier; they are not included in the price shown on the website.
Preparation and transit
For available catalogue products, we normally prepare orders within 48 business hours after payment is confirmed. For bank transfers, this period starts when the funds are received. Customised, white label and private label products follow the timeframe stated in the quote and accepted before ordering.
The delivery date or period for your order must be communicated before it is placed. A dispatch message is sent when the parcel is handed to the carrier, with tracking where available. If a parcel is delayed or does not arrive, contact us so we can investigate with the carrier. Consumer rights concerning late or failed delivery continue to apply.
Damaged parcel, missing product or mistake
If the parcel or its contents are damaged, or an item is missing, take photographs of the parcel and products and report the issue promptly to [email protected]. Include the order number and affected products. Not making a reservation with the carrier does not remove a consumer’s statutory rights.
Change of mind and returns
For a distance purchase made as a consumer, you generally have 14 days from receiving the goods to notify us that you are withdrawing, without giving a reason. You then have 14 days to return the product. A model withdrawal form and full terms are in the Terms and Conditions of Sale.
In addition to this legal right, we accept a return request within 30 days of receiving a product that is unopened and in its original condition. This commercial option applies to catalogue products, subject to the exclusions below. The customer pays the direct return costs for a change of mind. A mistake on our part or a defective product is covered by the applicable rights: contact us before sending anything so we can arrange it.
Sealed products that have been unsealed after delivery and cannot be returned for hygiene or health protection reasons may be excluded from the withdrawal right. Products made to your specifications or clearly personalised may also be excluded. These exclusions do not remove statutory rights for defective goods.
To request a return, email [email protected] with your order number and the relevant items. We will give you the return address for the shipping location in France before you send the parcel. Do not return a product to an address found on an old invoice or on the website. Keep proof of postage and protect the products in transit.
Refunds
For a statutory withdrawal, we refund the sums due within 14 days of your notice, using the original payment method unless otherwise agreed. For goods, the refund may be deferred until we receive them or proof that they have been sent, whichever comes first. Extra costs from choosing delivery more expensive than the standard option offered are not refunded. For a commercial return beyond the legal period, the refund terms are those in the Terms and Conditions of Sale.