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SHIPPING & RETURNS

For Cosmo Hallyu Shipping and Returns policy please scroll past this section below to the subheading 'Cosmo Hallyu'

Shipping Policy

*Orders received before mid-day will be dispatched on the same day on a 1-2 working day service (subject to availability at our primary warehouse). Please note that as some items are held in stock at various satellite warehouses, dispatching them can add a further 1 working day to your delivery lead time. For further advice regarding lead times please drop our sales team a chat message on our website or email sales@cosmoelectrical.com and we will advise you further.

 

Orders placed after mid-day will be dispatched on the next working day. Please note that orders dispatched outside of England, Wales and Scotland (excluding Scottish Highlands and Islands) can potentially take up to 2-3 working days to be delivered.

 

Where an order value is greater than or equal to £80.00 excluding VAT your order will be shipped by 1-2 working day courier (subject to advised lead times per product and to the terms outlined above).

Should you wish to arrange for pre-10:30, pre-12:00 or weekend deliveries please contact sales@cosmoelectrical.com so that we can arrange this accordingly. There will be additional charges for faster services. We advise that you inform Cosmo Electrical of your special delivery requirements before placing your order so that we can advise you of any additional charges. You can do this by emailing sales@cosmoelectrical.com with your requirements.

An alternative 3-5 working day carriage service is selectable at checkout.

Please note that whilst we make every effort to ensure your parcel will arrive on time there are instances where delays may occur that are out of our control. For example, due to the delays imposed by Covid-19 or during the Christmas period, where our couriers often struggle with the surge in parcels they are delivering. We unfortunately can not take any liability for any delay outside of our control however we promise to do all we can do to ensure your parcel reaches you as fast as possible in said circumstances. If you have a parcel that should have been with you by now but it hasn't arrived please email customerservice@cosmoelectrical.com.

There will be a carriage charge of £9.95 net for any orders with a value less than £80.00 net. Orders below £80.00 net and/or over 15kg and/or over 1m in length/width/height will attract a carriage charge of £14.95 net.

Where it becomes necessary to arrange for re-delivery, you will be charged £10.00 net administration fee. If an order gets returned to us due to multiple failed delivery attempts you will be charged any associated return-to-sender fee.

Some items in our store are on a 4 to 5 working day lead time.

 

If your order contains a mixture of items that are on differing lead times, we may choose to dispatch your full order in line with the product with the latest lead time.

 

Shipping of certain products that are very large, bulky, long or fragile any attract a further shipping surcharge that will be added at the discretion of Cosmo Electrical.  

International Orders (including Northern Ireland):

If you are a customer wishing to purchase our products from outside the United Kingdom or from Northern Ireland then please contact our sales team at: sales@cosmoelectrical.com and we will be happy to help. 

For further information contact customerservice@cosmoelectrical.com

Return & Exchange Policy

We offer a 14 day returns or replacement policy, because we want you to be totally satisfied with your purchase*.

If you’re unhappy with your purchase from our online store, you can return it for a refund, replacement or credit. You must return the item in its full, original, undamaged packaging and the item must be complete and in resaleable condition together with a copy of your proof of purchase before we process your request. 

You will be responsible for your return postage on an incorrect item or a return of an item that is not faulty. For faulty item returns we will cover the cost of the return postage so long as you use Royal Mail 2nd class Signed For service. You will be required to provide a invoice/receipt detailing your postage costs.

If the item is over 2.5kg and/or is a tube, panel light or other similar item, your order will need to be collected by us. Please be aware that you will incur a £10.00 net charge for failed collections.

Please keep in mind the following:

  • Non-faulty items returned after 14 days or non-faulty Items returned within 14 days but not in their original and undamaged packaging or returned in in-complete or unsaleable condition are not eligible for refund/replacement/credit.

  • Items returned without a proof of purchase cannot be processed as a return.

  • If you return an item that doesn't adhere to our returns procedure or doesn't include a copy of your proof of purchase, you may be liable for a £20.00 net administration fee

  • Individual items from a bundle can't be returned, refunded or exchanged. If you want a refund/credit/exchange for a bundle, all items must be returned to us.

  • Some cancelled orders, or return of non-faulty products, may be liable for a handling and restocking charge of up to 20% of the value of the item(s) returned. 

Before you return your item, please make sure that:

  • You follow our returns process (outlined above)

  • The goods and packaging are undamaged

*Faulty items returned under warranty will be subject to our own and our supplier's testing and inspection procedures. If it is reasonably found that the product has failed due to manufacturing or product defect/error then you will be eligible for a refund/replacement/credit.


Where the product is found to have failed due to misuse or mistreatment or is returned incomplete or with missing components no refund/replacement/credit can be issued.

(De)mounting, (de)installation, removal and replacement of Products, structures or other parts of Customer’s facility, decontamination, and re-installation of (Defect) Products are not covered by the warranty provided. Customers will be responsible and shall bear the costs for these activities, including costs of access for remedial warranty efforts by the any party. Additionally, if the customer's order is a bespoke order tailored to your requirements then it is strictly non-refundable. This includes, but is not limited to, items such as bespoke cut lengths of LED tape or alteration of certain products to include extra accessories or parts as requested by the customer. Under these circumstances, the Customer can not return these items.

If you require Advanced Replacements before you are able to return the items in question this will be arranged as a separate payable order and dispatched. Cosmo Electrical can not dispatch free of charge replacement items in advance of receiving back suspected faulty  units.

IMPORTANT: We need to be able to identify an item with your order. We can only do this if you inform us in advance of returning the goods so that we can provide you with a returns reference number for the items. Additionally, you must provide your proof of purchase of the items. Please do not send us items back without the returns reference number or without a proof of purchase as they will not be able to be identified properly and will not be replaced or refunded.

Please note that if you receive your order and it has been damaged in transit it is your responsibility to inform Cosmo Electrical of the damage within 48 hours of receipt of your order via email (sales@cosmoelectrical.com) with pictures showing the damage to the outer box. Claims of damages during transit that are filed to Cosmo Electrical after 48 hours of receipt of your order will not be processed.

I want to return an item I don't need, what should I do?

If you have bought items you don't require (and have not used said items) then within 14 days of your purchase please do the following:

1) Email customerservice@cosmoelectrical.com with the following information:

- The full name and delivery address specified on your order

- Your order number

- The quantity and name of the products you are returning

(please include the word "Return" in the subject line of your email)

You will receive an email back detailing the address of where to return your items too.

2) Post back the items you wish to return to the specified address using a reliable courier and tracked service. You must include a copy of your order within your return package. 

Once your items have been returned, inspected and deemed to be in their original re-sellable condition, you will receive an email detailing your refund. We aim to complete your refund within 7 days of the final assessment of your returns.

COSMO HALLYU SHIPPING & RETURNS

Shipping Policy

Return Policy

(Please note the below to section: Cosmo Hallyu Shipping and Returns for our policies for all Hallyu sales.)

*Orders received before mid-day will be dispatched on the same day on a 1-2 working day service (subject to availability at our primary warehouse). Please note that as some items are held in stock at various satellite warehouses, dispatching them can add a further 1 working day to your delivery lead time. For further advice regarding lead times please drop our sales team a chat message on our website or email sales@cosmoelectrical.com and we will advise you further.

 

Orders placed after mid-day will be dispatched on the next working day. Please note that orders dispatched outside of England, Wales and Scotland (excluding Scottish Highlands and Islands) can potentially take up to 2-3 working days to be delivered.

 

As standard we offer a 1-2 working day delivery service on all our Hallyu products for free. This is exclusively for Hallyu orders only. Customers purchasing a mix of Hallyu and electrical products spending under £80 ex VAT will be subjected to a carriage charge. 

Should you wish to arrange for time specific delivery services pre-10:30, pre-12:00 or weekend deliveries please contact sales@cosmoelectrical.com so that we can arrange this accordingly. There will be additional charges for faster services. We advise that you inform Cosmo Electrical of your special delivery requirements before placing your order so that we can advise you of any additional charges. You can do this by emailing sales@cosmoelectrical.com with your requirements.

Please note that whilst we make every effort to ensure your parcel will arrive on time there are instances where delays may occur that are out of our control. For example, due to the delays imposed by Covid-19, recent strikes or during the Christmas period, where our couriers often struggle with the surge in parcels they are delivering. We unfortunately can not take any liability for any delay outside of our control however we promise to do all we can do to ensure your parcel reaches you as fast as possible in said circumstances. If you have a parcel that should have been with you by now but it hasn't arrived please email customerservice@cosmoelectrical.com.

Most of our couriers offer courtesy repeat redeliveries however, should a redelivery attempt be missed more than 2 times, you will be charged a fee if you request to have your order once again delivered to you. Please speak to our team about this fee.

If your order contains a mixture of in stock items and pre-order items, we will dispatch your full order in line with the product with the longest lead time.

Shipping of certain products that are very large, bulky, long or fragile may attract a further shipping surcharge that will be added at the discretion of Cosmo Electrical.  

International Orders (including Northern Ireland):

If you are a customer wishing to purchase our Hallyu products from outside the United Kingdom or from Northern Ireland then please contact our sales team at: sales@cosmoelectrical.com and we will be happy to help. 

Please note we are not responsible for any custom charges that may arise in your country of origin in order to release the goods you ordered. Please check with your local authority to find out more about custom charges.

Group Orders:

Cosmo Hallyu is happy to supply UK or international group orders. Please email your full group order request to sales@cosmoelectrical.com making sure to include your full contact details including your shipping address. Please note that orders formally submitted via our Group Order channels do NOT qualify for fan sign entries.

Fan sign orders:

Due to the high demand experienced during fan sign events our terms of dispatch are altered to the following:

- You may be charged a carriage charge based on where you are based.

- Delivery lead times may take between 1-5 working days for domestic UK delivery, and longer for international deliveries.

For further information contact customerservice@cosmoelectrical.com

We offer a 14 day returns policy (from the order date) so long as the purchased items are returned to our returns processing warehouse in unopened (seal intact) and perfect resalable condition.

All of our orders dispatched are independently checked and reviewed to make note of the condition of sale. Therefore if you return an item in a condition worse than what was supplied (such that it impacts the ability to resell the item) we regrettably will be unable to issue you a refund.

How to initiate a return:

In order to ask for a refund for an item you no longer wish to have please follow these steps:

 

1) Email our team at customerservice@cosmoelectrical.com with a subject line "Request for return". In the body of your email please detail the quantity and full title of each item you'd like to return, also quoting your 5 digit order number.

2) A member of our team will respond with an email detailing the warehouse you need to send your items back to. Please make sure you pack your items extremely securely, use sturdy packing material and a strong outer box. Please include a copy of your order confirmation with your return. Send your item back to the warehouse stipulated in the email from our CS team using a tracked signed for  service from a reputable courier. We stress the important of using a tracked service from a reliable courier as we are not liable for returns lost or damaged in transit during the return. If the items reach us in poor condition due to the courier's mishandling we are unable to process your refund.

3) When your item is received it will be inspected. If the condition of the item is as it was supplied to you our Accounts team will email you a confirmation of your refund. A full refund minus the shipping costs will be made on receipt of the returned goods.

Damaged Items:

If you receive an item which is damaged you must report it to us within 24 hours from when it was delivered to you. 

1) Please email customerservices@cosmoelectrical.com with the subject line "Damaged item". In the body of your email please attach a picture of the outer box and then another picture of the damaged item in question. Kindly also quote your 5 digit order number. Please note that minor damages, dents or scratches are not eligible within our policy.

2) You will receive an email from our CS team. Please ship the damaged item (with a copy of your order confirmation) back to the warehouse stipulated by our CS team.

3) Upon inspection, a member of our team will be in touch to either a) arrange the dispatch of another item to you, b) to issue you your net refund or c) offer you store credit. Please be sure to use a tracked signed for service from a reputable courier and to securely pack the item in question. 

Please keep in mind the following:

  • Non-faulty items returned after 14 days or non-faulty items returned within 14 days but not in their original and undamaged packaging or returned in in-complete or unsaleable condition are not eligible for refund/replacement/credit.

  • If you return an item that doesn't adhere to our returns procedure or doesn't include a copy of your proof of purchase, you may be liable for a £10.00 net administration fee

  • Individual items from a bundle can't be returned, refunded or exchanged. If you want a refund/credit/exchange for a bundle, all items must be returned to us.

  • Some cancelled orders, or return of non-faulty products, may be liable for a handling and restocking charge of up to 20% of the value of the item(s) returned. 

Before you return your item, please make sure that:

  • You follow our returns process (outlined above)

  • The goods and packaging are undamaged

Pre-Order Returns

Pre-order items cannot be cancelled once the pre-order sales close. Because pre-orders are usually in high demand it is important you only place this order if you really want the product. Please do not order if you are not sure so that other K-Pop fans have a chance to secure an in-demand item.

Fan sign Events

All fan sign orders are final sale. 

Group Orders (UK and International)

Group Orders placed via our Sales Team are final sale and non-refundable as they are bespoke orders. Payment of your pro-forma invoice is to agree to this term.
 

IMPORTANT: With returns, we need to be able to identify an item with your order. We can only do this if you inform us in advance of returning the goods. Additionally, you must provide your proof of purchase of the items. Please do not send us items back without this as they will not be able to be identified properly and will not be processed.

Please note that if you receive your order and it has been damaged in transit it is your responsibility to inform Cosmo Electrical of the damage within 24 hours of receipt of your order via email (sales@cosmoelectrical.com) with pictures showing the damage to the outer box. Claims of damages during transit that are filed to Cosmo Electrical after 24 hours of receipt of your order will not be processed.

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