Cosmo Direct Supplies

Your Path to Natural Elegance

Frequently Ask Quiestions

Frequently Ask Quiestions

PRODUCTS

ACCOUNT

ORDERS & VAT

PRICE & PAYMENT

DELIVERY & RETURN

COMPANY INFORMATION & CONTACT

PRODUCTS

All products are 100% authentic and all medical devices are CE-certified. Most products are produced in and coming from the European Community.

Most products shipped by Cosmo Direct Supplies Lda will be carrying a minimum 6 months remaining shelf life with some exceptions where we will either inform about the expiry date on the product online or contact the customer before shipment.

We have been in the business for several years and have many clinics around the world as customers. We buy big volumes both from manufacturers and distributors and we can therefore sell the products to extremely competitive prices. We work as parallel traders and we are not official distributors.

Parallel imports refer to authentic non-counterfeit products imported primarily from intermediaries. The products are genuine (as distinct from counterfeit goods) since they have been manufactured by or for, under license, from the brand owner. Within the EU there is a free market where the prices for goods and services are determined by the open market and customers.

ACCOUNT

Yes, you need to create an account to place an order with us.

We, as a professional provider of aesthetic medical devices, have a responsibility to secure that we only supply aesthetic medical devices to professionals; hereunder aesthetic clinics, hospitals and wholesalers within the aesthetic field.

If you change any details on your already approved account we will, within 24 working hours, re-evaluate your updated details and return with a new approval if your company still complies with our account policies.

Please contact customer service. Please note you can only have one account per customer. If you create more accounts, we will decline them.

ORDERS & VAT

After an order has been placed, the order is binding for the customer unless Cosmo Direct Supplies cannot dispatch the products within 6 working days after receiving the order. In the case that Cosmo Direct Supplies cannot ship the products within 6 working days, you will be notified and have the choice to cancel the order.

It is unfortunately not possible to add products to an existing order. You have to place a new separate order.

It is a requirement that all companies within the EU have a valid VAT number to place an order. Hereby, the order will be VAT excluded. Please note that it is not possible to add VAT manually to an order. Countries outside the EU can place orders without a VAT number as long as the shipping of the order goes outside the EU.

You can unfortunately not use a tax number – personal or company. We can only approve your account if you have a valid international VAT number.

Unfortunately not – we only sell to companies in the aesthetic business.

Our “Handling Fee” covers insurance of the products and administration fee.

Yes, we do have a minimum order quantity of 5 units, in a mix of any brand.

PRICE & PAYMENT

All prices are in EURO € (EUR).

We unfortunately don’t work with price lists. You can find all prices and discounts on our site.

If you are interested in wholesale prices for large volume purchase, please contact us at: [email protected] 

We accept Visa, MasterCard & Maestro. For the moment, we unfortunately don’t accept PayPal. Please contact us regarding bank transfers.

Please note, payment is only debited from your card at time of dispatch. Some credit card companies allocate the amount on your account as soon as you have placed the order, but we will not withdraw the amount from your credit card until after dispatch.

Please note, once you place an order, the amount will be shown as “pending” on your bank account. Once we ship the order, we will withdraw the amount from your credit card. If we cancel the order and the payment, please allow approx. 5-10 working days before your bank approves the cancellation and the amount will simply disappear from your account.

For all international orders paid with a company credit card or credit card issued outside the EU, an extra fee will be charged. Please see the fee in the check out process.

To give you even more confidence in shopping online with Cosmo Medical Supplies, we use 3-D security programs Verified by Visa or Mastercard SecureCode. This service protects your existing credit card account from unauthorized use when you shop with us.

All prices displayed are exclusive of any domestic taxes and duties. So once your order arrives at its destination you may, as the importer, be required by your local authorities to pay all import duties, customs and local sales taxes levied by the country you are importing to – in order to release your order from customs. This is the responsibility of the importer and we recommend you to contact your local customs authorities to determine a landed cost price prior to purchase completion.

IMPORTANT: Please note, if you place an order within the EU you do not pay taxes and duties as long as you have a valid VAT number.

DELIVERY & RETURN

We ship daily from Monday to Friday. Orders received on weekends will be shipped the first following working day.

We ship to most countries world wide. When creating an account, you can see if we ship to your country. If the country does not appear on the list please contact our customer service.

We use DHL Express and all shipments are shipped with Express service so they arrive within 3-5 days from date of dispatch and we provide our customers with a tracking number.

Shipping cost will be calculated specifically according to the weight and volume of the package for your desired shipping destination. The shipping cost will be visible on your order when you check out and before you confirm the order.

Same day as we ship your order, you will receive a tracking number enabling you to follow your consignment online from departure of our warehouse till arrival at your desired destination. All purchases are insured against theft and accidental damage whilst in transit from Cosmo Medical Supplies to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered. To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery.

The maximum delivery time is sixty (60) working days, as established by law. However, it is very unusual that a delivery will take more than 1-3 working days in Europe. If a package is delayed or misses a scan we will open a case at our forwarders but we cannot resend or refund a package until after the sixty (60) working days.

Please note, it is the responsibility of the importer (customer) to know the rules and regulations of a country. If a package is stopped in customs, we advise you to contact your local customs office and either try to have the package released or reject it and have it resend to us. Once we receive the returned package, we will either resend the package or refund the amount of the products. Please note we only make a refund if we receive the returned package – we do not take responsibility for seized goods.

It is unfortunately not possible to pick up orders in our warehouse in Lisbon.

Yes, you can return within 8 working days, as long as the reason falls under one of the following conditions: The product contains manufacturing defects, the product was damaged upon arrival or the wrong product was delivered.

IMPORTANT: Please contact our customer service before returning the products.

Your refund will be issued to the original credit card used to place the order. Shipping costs are not refunded. Please note that refunds can take up to 30 working days to show on your account due to varying processing times between payment providers. Contact your bank if you need to speed up the process.

COMPANY INFORMATION & CONTACT

Please contact us by email or via our live chat from Monday to Friday: 09:00AM to 16:00PM (CET).

You can also contact us via WhatsApp (+351 93 508 5961) from Monday to Friday: 09:00AM to 16:00PM (CET).

We only sell products through our online store and we unfortunately don’t work with distributors in the individual countries.

We have a company address in Portugal and we only have our online store www.cosmodirectsupplies.com. Any other variations of our domain or company name are not affiliated with us.

We don’t sell through WhatsApp and please note that we are very aware of fraudulent persons who use our company name and ask our customers to make bank transfers to them through WhatsApp. This is never affiliated with us.

Please note, we only have one bank account in Portugal (in different currencies) and we don’t have bank accounts in any other country. Should we change bank account details, for some reason, you will be notified through an official email from us. Please be aware of fraudulent e-mails and sudden changes – it can be phishing.

We collect, process and store data in accordance with the EU General Data Protection Regulation (GDPR). Cosmo Direct Supplies gathers information about users and their visits in two ways:

#1. Use of cookies

The user provides information themselves (i.e. signing up for our newsletter or by creating an account)

The information stored will not be sold or used for any other purposes than ensuring the best service possible.

#2. Customer service

Email: [email protected]
Phone: +351 93 508 5961

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