Returns, Size Exchanges & Refunds Policy
We want you to be happy with your Kosmeo purchase. This policy explains our voluntary size-exchange arrangements as well as your rights under the Australian Consumer Law.
Free Size Exchange
Kosmeo offers one size exchange request within 30 days of delivery, subject to the conditions below. Sandals must be unworn, unused and in their original condition with all packaging and tags intact, and must only have been tried on indoors. The exchange must be for the same sandal style in a different size and replacement sizes are subject to availability. The customer is responsible for the cost of returning the original sandals to Kosmeo. Kosmeo will cover the cost of shipping the first replacement size back to the customer within Australia. Any additional size exchanges are at the customer's shipping expense.
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The sandals must be unworn, unused and in their original condition and packaging.
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Please try sandals on indoors on a clean surface until you are sure of the fit.
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A size exchange is subject to availability of the requested replacement size.
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The free size-exchange offer applies to an exchange of sandal size, not a general change-of-mind return.
Contact info@kosmeo.com.au with your order number and requested replacement size before returning the item. We will provide the applicable return instructions.
Change-of-Mind Returns – 30 Days
Kosmeo accepts change-of-mind returns within 30 days of receiving your order. To be eligible, sandals and Klips must be unworn, unused and in their original resaleable condition, with all original packaging, tags and protective materials included. Sandals must only have been tried on indoors. Customers are responsible for return postage for change-of-mind returns. Original shipping charges are non-refundable. Once your return has been received and inspected and is confirmed as eligible, the refund will be issued to your original payment method.
Faulty, Damaged or Incorrect Items
If an item is faulty, damaged, not as described, or you receive the wrong item, please contact us as soon as reasonably possible at info@kosmeo.com.au with your order number and, where helpful, photographs of the issue.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you may have under the Australian Consumer Law. Where a product fails to meet a consumer guarantee, the remedy available will depend on the circumstances and whether the failure is major or minor. If a product is confirmed to have a problem covered by the Australian Consumer Law, Kosmeo will reimburse any reasonable return costs already paid by the customer where required by law.
Bundles and Klips
Where an exchange or return involves a bundle, please contact us before sending any component back so we can provide the correct instructions. Klips and sandals should be returned in the condition required for the type of return or exchange being requested.
