Shipping & Returns
1. Shipping
COSMIC GONG SHOP delivers orders throughout the Portuguese territory (mainland and islands), Europe and the rest of the world. Shipping options may vary depending on the delivery address and the availability of the items. Options are identified and detailed below.
1.1. All orders are sent via carrier or CTT. The transport company attempts delivery at the address indicated by the customer in the “address” field on the order completion form. If you choose a different address, you will have to indicate it on the same form, in the “send to a different address” field.
1.2. If you are not available to receive the order, CTT will leave a notice in the mailbox so that you can pick up your order at the nearest counter within 5 working days. After this period, the order is returned to Cosmic Gong and can be sent again to the customer upon a new payment of the postage value.
1.3. Any additional information to the order can be added in the “Notes (optional)” field on the order completion form.
1.4. Shipping costs will be calculated automatically, depending on the total weight, the volume of the products and their destination, at the end of the purchase. In case of doubts, do not hesitate to contact us.
1.5. For shipments outside the European community, the information is detailed below.
1.6. Orders paid by Multibanco reference, MBWay, PayPal or Credit Card will be prepared the following business day. Orders paid by Bank Transfer will have a confirmation period that can vary between 1 to 2 working days and will be prepared on the working day following confirmation of payment by the bank.
1.7. After payment validation, the shipping period generally takes between 3 to 10 working days in the various destinations, whether in Portugal, Europe or the rest of the world.
2. Shipping costs and fees
2.1. Shipping costs will always differ depending on the weight, volume of the item and its destination.
2.2. Shipping fees include handling and packaging fees, as well as shipping costs. Handling fees are fixed, while shipping fees vary according to the total weight of the item.
2.3. To find out the value of shipping costs to other countries, they are calculated depending on the country and the total volumetric weight of the order, which you can check in the “Total” field through the order completion form, after filling in all the data.
2.4. In the case of purchases equal to or greater than €100, shipping is free for mainland Portugal.
2.5. Regarding customs fees in countries outside the EU, we advise the customer to send an email to the customs services in their country and find out about the amounts to be paid. If you need more information and specific details about your order, please do not hesitate to contact us at shop@cosmicgongshop.com, or via WhatsApp.
2.6. We take all the necessary care to protect fragile objects, however the customer should always check the condition of the package when delivery is made.
3. Order tracking
3.1. After the shipment of the order, the customer will receive a confirmation email with the tracking number assigned by the carrier and a link to access its website so that he can follow up on his order.
3.2. In case of doubt, at any time, the customer may contact Cosmic Gong via email shop@cosmicgongshop.com or via WhatsApp.
4. Returns
The customer may exchange or return his order within 15 days (calendar) after receiving it. Returns will only be accepted if the product has a problem or defect. The two options are identified and detailed below.
4.1. All products are tested by COSMIC GONG SHOP before being sent to the customer, however, in the event of any problem or defect in the product, the customer undertakes to send it in writing to the e-mail shop@cosmicgongshop.com and photo/video evidence of the problem identified.
4.2. In order to keep the article(s) safe and protected, they must remain intact, complete, in their original packaging and without any trace of use, together with a copy of the purchase invoice.
4.3. After previously accepting the return by COSMIC GONG SHOP, the refund will be made using the same payment method chosen by the customer to pay for the order, within 48 hours. In this case, and for card payments, the associated credit card fees will be deducted from the amount.
4.4. In case of prior acceptance, by COSMIC GONG, of changing the order, the customer must return it to the address shown on the invoice. The forwarding of the new product will be sent to the address registered by the customer at the time of purchase.
4.5. The company Cosmic Gong reserves the right not to refund the customer, regarding the value of the products purchased, if the customer chooses not to pay customs fees, in international purchases.
4.6. The return process will always be accompanied by a professional from COSMIC GONG SHOP, so for further clarification you will have to contact us via email. or WhatsApp.