Returns

At a glance

Register your return within 14 days of receiving your order.
The product is unopened, the seal is intact and the packaging undamaged.
You receive store credit for the value of the product, with no expiry date.
The cost of sending it back is yours. If the product is damaged or wrong, we pay.

How returns work

Register your returnFill in the returns form with your order number and the products you want to return.
Wait for our confirmationWithin 1 to 3 working days you will receive approval by email.
Pack the product wellPut the packing slip or a note with your order number in the parcel. Did you receive a free gift and does your return mean you no longer meet the promotion conditions? Then send the gift back unopened.
Send the parcelSend your return within 14 days of registering to the address below. Keep your proof of postage; the shipping costs are yours.

Cosmetique Totale B.V.
attn. Returns
Steekterweg 77a
2407 BE Alphen aan den Rijn
the Netherlands

Return conditions

The product is unopened and the seal has not been broken.
The product and packaging are undamaged.
You register the return within 14 days of receiving your order.

For hygiene reasons we do not accept opened products or products with a broken seal.
Outlet products cannot be returned, unless they arrive damaged or defective.

Store credit and exchanges

After we have received and approved your return, we make the product value available as store credit within 14 days. You will receive an email about it. The credit does not expire and can be spent on any product in the webshop. If you return your entire order, you also get the original shipping costs back as credit.

Prefer a different product? Exchanges use the same store credit: we process your return and you then order the product you do want with your credit.

Received a damaged or wrong product

Then the costs are ours. Take a photo of the product and the packaging and email it within 7 days to webshop@cosmetique-totale.nl. We will send you a replacement or a free PostNL returns label.

Not sure whether a product suits your skin? Call +31 85 902 20 80 before you open it. Our customer service is happy to help, also after your order.

Frequently asked questions

How long do I have to return something?

Register your return within 14 days of receiving your order. After that you have 14 days to send the parcel to us.

Can I return an opened product?

No, for hygiene reasons we do not accept opened products or products with a broken seal. Not sure whether a product suits you? Call us before you open it and we will help you decide.

Will I get my money back?

You receive store credit for the value of the product. The credit does not expire, so you can spend it whenever suits you.

How long until I receive my store credit?

Within 14 days after we have received and approved your return. You will receive an email as soon as the credit is ready for you.

Who pays the return costs?

The cost of sending it back is yours. If you return your entire order, you do get the original shipping costs back as credit. If the product is damaged, defective or wrongly delivered, we pay and send you a free PostNL returns label.

Can I exchange a product?

Exchanges go through store credit. Register your return; once it has been processed, use your credit to order the product you do want.

Can I return an outlet product?

Outlet products cannot be returned, unless they arrive damaged or defective. In that case, report it within 7 days with a photo.

My product arrived damaged. What now?

Take a photo of the product and the packaging and email it within 7 days to webshop@cosmetique-totale.nl. We will send you a replacement or a free returns label.

I have a skin reaction to a product. What should I do?

Stop using it immediately. If the symptoms persist, contact your doctor. Then call us on +31 85 902 20 80; together with a skin therapist we will look at what is going on and which solution fits.

I didn't accept or collect my parcel. What happens?

If your parcel comes back to us, we will contact you. We can send it again for the shipping costs, or make the value of your order available as store credit.

Do I also need to return my free gift?

Yes, if your return means you no longer meet the promotion conditions. Send the gift back unopened in the same parcel.

How do I know my return has arrived?

Track your parcel with the tracking code on your proof of postage. As soon as we have processed your return, you will receive an email about your store credit.

Need help?

Monday to Thursday 8 am–8 pm
Friday and Saturday 9 am–5 pm