Deliveries & Returns
Delivery prices are priced on weight and will be added automatically when an order is placed. The final price will be in pounds Sterling (unless otherwise stated). Generally, the following applies:
Postage and Packaging
- £1.95 on orders under £20, or free on all orders of £20 or more.
While this may change in the future, currently (and due to regulatory, labelling and packaging requirements), we deliver only to addresses on the UK mainland. Our definition of the UK mainland includes England, Wales, Scotland, the Channel Islands and the Isle of Man.
Following regulatory changes in Northern Ireland, we are currently unable to ship to customers in Northern Ireland.
Deliveries are made by Royal Mail by first class post, which aims to deliver within 1-3 working days. Longer delivery times may be experienced if you are located in the Isles of Scilly, the Channel Islands, Isle of Man or the Scottish Islands.
We always aim to deliver your order promptly but as parcels sent by Royal Mail are not tracked, we cannot monitor or accept liability for delays, particularly around peak periods (e.g. Christmas). Royal Mail does not consider an item lost or missing for 15 working days, but please do get in touch if in the unlikely event you have not received your order within 5 working days.
The product and its storage and handling will be your responsibility from the time of delivery at the address provided at check-out. You own the product once we have accepted your order and received payment in full. As our products can melt or be damaged if left in warm or exposed conditions it remains the customer’s responsibility to ensure that products are delivered to an appropriate and safe receipt/address point and are collected promptly by the customer.
As we cannot guarantee how and where items are stored and maintained after shipping, Cosmocabana shall not be responsible for delays, damages or issues with quality (flavour or condition) of any orders placed that are forwarded on from the shipping address given at check-out.
Cosmocabana is closed over national bank holidays, the Christmas period and at various times of the year for operational needs and restocking. These periods will be announced on Cosmocabana.
All of our products are quality checked and should reach you in the best possible condition. On receipt of your order, please remove all external packaging and check that the items are undamaged (safety seals unbroken) and that the correct products and quantities have been received.
In the unfortunate event of product damage during transit or manufacturing fault, please contact us and if possible email supporting pictures to our team and we will do our best to put it right. Damaged / faulty items (sent to the address provided at check-out) can be returned to us directly and once received we will refund the full purchase cost of that item or send out a replacement by return and refund reasonable postage costs incurred.
We shall not be liable to pay any compensation or any other losses to you other than any refund as stated above. Cosmocabana shall not be held responsible for any items forwarded on from the address provided at check-out.
We hope that you are happy with your product choices, however, if you change your mind that’s ok too. If you choose to cancel, we are happy to refund you providing the item was received directly from us within the last 7 days and (with the exception of damage in transit) remains unopened (security seal unbroken) and undamaged.
Please note that we reserve the right to reduce the refund value where products have been mishandled by you. All refunds are credited against the original payment method / card used to make the purchase as soon as possible after we receive the returned item and in any event within 14 days after the day on which we receive the product back from you, or earlier, where evidence is provided of delivery back to us.
Please be aware that in the event of cancellations because of changing your mind, return postage costs will be paid by the customer except in cases where goods are faulty or damaged, as stated above.
If you wish to return products, they must be returned in their original packaging. Please contact us for further details on how and where to send your returns.
You should ensure that you obtain proof of postage when you return an item as refunds can only be provided for items received back by us. This does not affect your statutory rights.