FAQ – Cosmique Studio

FAQ

ACCOUNT

  1. I did not receive the activation email.

Please click the “Resend Activation Email” button after logging in. Check your mailbox including your spam folder. If this does not work, add “support@cosmiquestudio.com” to your white list (safe senders) and resend again. If you are still unable to receive the activation email, please send mail to "support@cosmiquestudio.com” to resolve this issue.

 

  1. I cannot login to my account & I forgot my password

If you forgot your password, just click the "Forgot your password?" link on “sign in” Page and we will send you an automated email with information on how to reset your password.

Log in to your account. Locate the “Change Password ” option on the left corner and click it to reset your password.

 

  1. Can I change my email address into another one?

We will offer this function in the near future.

 

  1. What is the difference between the billing address and the shipping address?

The billing address should be the same address you provided to your bank when you applied for your credit/debit card; the shipping address is the one you want us to ship the order to.

 

ORDER STATUS

Cosmique Studio Main Order Statuses

All your orders are listed in your Cosmique Stuido account here.

Once we receive your payment, your order will go through several steps before being “shipped out”.

Please refer to the different order statuses and their meanings below

 

Waiting for payment

This order is unpaid . Please feel free to pay your order now. Once we receive your payment, we will process your order.

 

Pending:

You have attempted to pay us via Visa/Mastercard or etc e-check. At this time we haven’t received your payment yet, please check your Credit Card account or bank account balance and confirm whether your funds are sufficient. If the payment has been completed successfully, please send us the transaction ID or payment proof to speed up the process.

Paid:

You have just paid for your order, our server will upload your order shortly and we will start to process your order.Thank you for your patience.

Processing:

Cosmique Studio will typically process orders 3-10 business days upon payment. Your processing order will go through the following phases .

1- Receiving and allocating items to your order

2- Inspecting your items quality

3- Packing and printing shipping labels.

Once these 3 phases have been done, we will dispatch your order.

*For more information about our dispatch time for your specific item, please refer to the product page and see i.e "Dispatch: Ships within 5-10 business days.”

Dispatched:

Your order has left our warehouse and has been collected by the courier for the shipment. We cannot edit your order anymore.

Shipped Out:

Your complete order has been sent out and is now on its way to you. Please follow up the delivery in your account and track the item online.

Cosmique Studio Additional Order Statuses

Partial order dispatched:

A part of your order has left our warehouse and has been already collected by the courier. The other items are still being prepared for shipment. At this point, you can still contact us to edit the address/items for the items that are not dispatched yet. We will send these as soon as possible.

Partial order shipped:

A part of your order has been sent out and is on its way to you . The other items are still being prepared for shipment.

For the shipped items ,please check the delivery information in your account and track the parcel online. We will shipped the rest of items out as soon as possible.

Cancelled:

Your unpaid order is canceled. Please feel free to replace an order anytime.

Refunded:

Your order has been refunded on our side. For Visa/Mastercard or etc payment, please allow 3- 7 working days for the transaction to be completed on your account. For credit card payment, it will take 7 to 25 working days depending on your credit card merchant.

 

SHIPPING

We have put a lot of focus on making sure the items get delivered to our customers as quickly as possible.

VERIFICATION

A confirmation email will be sent to you once the order is authorized and verified. We begin preparing your order immediately after it is verified. With this sort of time frame, it makes it difficult for us to change or cancel your order, however, we will do our best to support your request.


PROCESSING

It normally takes 1-3 business days for us to process your order. 
Please note that this does not include holidays and weekends.


SHIPPING

Shipment normally takes 10-12 business days to arrive, but can take up to 12-15 business days around busier periods such as holidays etc. Please refer to the table below for various shipping times to international destinations.

* Shipping time is estimated and commences from the date of shipping, rather than the date of the order, and can take longer than expected date due to an invalid address, customs clearance procedures or other causes.

* Please submit a ticket within 60 days of shipment if the package does not arrive in time, our representative will get back to you within 24 hours. Note that overdue requests may not be accepted.

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