Terms of service

Article 1. Definitions

In these terms and conditions:

  • we / Cosmetique Totale: Cosmetique Totale B.V., as described in Article 2;
  • you / the customer: anyone who places an order through the webshop. If you are a consumer (you are not buying for your business or profession), you have the rights the law gives to consumers;
  • webshop: webshop.cosmetique-totale.com, in all languages;
  • contract: the purchase contract that comes into being when you place an order;
  • right of withdrawal: your right to cancel the purchase within the cooling-off period without giving a reason;
  • cooling-off period: the period of 14 days in which you can exercise the right of withdrawal;
  • store credit: credit on your customer account in the webshop, to be used on a future order;
  • day: calendar day.

Article 2. Who we are

Cosmetique Totale B.V.
Kuiperserf 9, 2461 CV Ter Aar, the Netherlands
Managing director: Fabian Otto
Chamber of Commerce (KvK) number: 56135157
VAT number: NL851986870B01
Email: webshop@cosmetique-totale.nl
Phone: +31 85 902 20 80 (Monday to Thursday 8 am–8 pm, Friday and Saturday 9 am–5 pm CET)

Returns address (only after registering your return):
Cosmetique Totale B.V., attn. Returns, Steekterweg 77a, 2407 BE Alphen aan den Rijn, the Netherlands

Article 3. When these terms apply

  1. These terms apply to every offer in the webshop and to every order.
  2. You can read, save and print these terms in the webshop at any time. We point them out to you before you place an order.
  3. Additional terms may apply to promotions. These are stated with the promotion or on the Promotions and gifts page. If they conflict, the terms most favourable to you apply.
  4. If any provision is invalid, the other provisions remain in force.

Article 4. The offer

  1. We describe our products as completely and accurately as possible, with the price including VAT, the shipping costs and the ingredients.
  2. Product photos are a true representation. Packaging may differ when a manufacturer updates it; the contents remain the same.
  3. Obvious mistakes and errors in the offer, such as a clearly incorrect price, are not binding on us. We will let you know as soon as possible.
  4. Free gifts. A free gift from a promotion forms part of your order if it is in your basket and listed on your order confirmation. Gifts are available while stocks last. If you see a promotion on the website, in a banner or newsletter, but the gift does not (or no longer) appear in your basket, it is no longer available and you cannot claim it. We do not send gifts afterwards that were not part of your order, even if you meet the promotion conditions at a later stage.

Article 5. The contract

  1. The contract is concluded as soon as you place and pay for your order. You will immediately receive an order confirmation by email.
  2. We may refuse or cancel an order if there is good reason, for example a suspicion of fraud or if a product is no longer available. We will tell you as soon as possible and refund the amount paid.
  3. You can change or cancel your order as long as you have not yet received a shipping confirmation. It is not possible to add to an order once placed.

Article 6. Right of withdrawal

  1. You have a cooling-off period of 14 days. It starts on the day after you receive your order. If your order is delivered in several shipments, it starts after you receive the last shipment.
  2. If you want to withdraw from your order (or part of it), let us know within the cooling-off period using our online withdrawal form at webshop.cosmetique-totale.com/en/pages/herroeping, the model form in the Legal notice, or by email to webshop@cosmetique-totale.nl.
  3. Send the product back within 14 days of your notification to the returns address in Article 2, with the packing slip or your order number. The cost of returning it is yours.
  4. During the cooling-off period you handle the product and packaging with care. You may only unpack the product as far as needed to decide whether you want to keep it.
  5. You are liable for any reduction in value if you have gone further than necessary to assess the product.

Article 7. When the right of withdrawal does not apply

  1. For health and hygiene reasons, the right of withdrawal does not apply to sealed products whose seal you have broken after delivery. For cosmetics this means an opened jar, bottle or tube, or a removed safety film or sticker.
  2. Unopened products with an undamaged seal are covered by the right of withdrawal.
  3. If you have a skin reaction to an opened product, we assess your situation together with a skin therapist. How we do this is described on the Products and complaints page.

Article 8. Handling your return

  1. We check your return within 1 to 3 working days of receipt.
  2. If the product is unopened and undamaged, we add the purchase amount to your customer account as store credit within 14 days after we have received and approved your return. The store credit does not expire.
  3. We refund the original shipping costs if you return your entire order; not for a partial return.
  4. If your return means you no longer meet the conditions of a promotion, send the promotional gift back unused. If you do not, we will deduct the value of the gift from your store credit.
  5. If you used a discount code with a minimum order value and your return takes you below that amount, we will deduct the discount from your store credit.

Article 9. Prices

  1. All prices are in euros and include VAT. You can see the shipping costs in your basket and at checkout before you place the order.
  2. The price you see at checkout is the price you pay.

Article 10. Payment

  1. You pay at checkout with iDEAL | Wero, Klarna, PayPal, credit card (Visa, Mastercard, American Express), Bancontact or Cartes Bancaires. Payments are processed by Mollie, Shopify Payments, PayPal and Klarna.
  2. If you choose Klarna (pay later or in instalments), Klarna's terms also apply.
  3. You can use one discount code per order. Discount codes do not apply to products that are already on sale and cannot be applied retrospectively.
  4. To use store credit, log in at checkout with the email address of your customer account.

Article 11. Delivery

  1. We deliver to the Netherlands, Belgium, Germany, Austria, Luxembourg, France, Italy, Spain and Portugal. Shipping costs per country are listed on the Shipping and delivery times page.
  2. Orders placed on working days before 3 pm are shipped the same day with PostNL. Delivery times are indicative, but we deliver within 30 days at the latest. If we cannot, we will let you know and you may cancel the order free of charge; you will then receive the amount paid within 14 days.
  3. The risk of damage or loss remains with us until the parcel has been delivered to you or to the pick-up point you chose.
  4. If a parcel is not collected or is refused and comes back to us, we will contact you. We can send it again for the shipping costs, or add the value of the products to your account as store credit.

Article 12. Conformity, damaged and defective products

  1. We guarantee that our products conform to the contract, to their description and to what you may reasonably expect.
  2. If your order arrived damaged or you received the wrong product, send us a photo and your order number within 7 days of receipt, so that we can report it to the carrier in time. You will receive a replacement or the correct product free of charge.
  3. If you discover a defect later, such as a pump that does not work, report it as soon as possible and in any case within 2 months of discovering it. You are then entitled to repair or replacement and, if that is not possible, to a refund or price reduction.
  4. We pay the cost of returning a defective product. We will send you a returns label if needed.
  5. These rights are in addition to your statutory rights and do not limit them.

Article 13. Outlet products

  1. We offer outlet products at a discount, for example because of a short best-before date or damaged outer packaging. We state this with the product.
  2. Outlet products cannot be returned or exchanged unless the product has a manufacturing defect or arrived damaged. Report this within 7 days of receipt; Article 12 then applies.

Article 14. Promotions, gifts and gift vouchers

  1. The terms of current promotions are on the Promotions and gifts page.
  2. Cosmetique Totale gift vouchers can only be used for treatments in our clinics, not in the webshop. They are valid for 1 year.

Article 15. Liability

Always follow the instructions for use and warnings on the packaging and the product page. If you are unsure whether a product suits your skin, ask for advice first via the Skin advice page.

Article 16. Complaints

  1. If you have a complaint, email webshop@cosmetique-totale.nl or call +31 85 902 20 80. Include your order number and describe the complaint fully and clearly.
  2. We confirm your complaint within 2 working days and give you a substantive response within 14 days. If we need more time, we will tell you within those 14 days why and when you will receive an answer.

Article 17. Applicable law and disputes

  1. Dutch law applies to the contract. If you are a consumer living in another country, you keep the protection given to you by the mandatory law of your country of residence.
  2. We do our best to resolve every complaint together with you. If that is not possible, you can submit the dispute to the competent court.

Article 18. Changes

We may change these terms. Your order is always governed by the terms that were in the webshop at the time you ordered.

Version 7 October 2026