Cosmetyque | Terms & Conditions

ANTIMAQUE — PROJECTOS E EQUIPAMENTOS, S.A., with VAT number PT503265721, headquartered at Rua Noé Pereira, N.º 91, 4510-706 Fânzeres, Gondomar, Portugal, is the registered trademark holder of Cosmetyque. The company operates through the website www.cosmetyque.com and specializes in the retail of dermo-cosmetic, personal health, hygiene and beauty products and accessories.

The company operates under the following Economic Activity Codes (CAE):

CAE 47730: Retail sale of pharmaceutical products.
CAE 47750: Retail sale of cosmetic and hygiene products.

These CAE codes reflect the scope of Antimaque's activities, encompassing the retail of pharmaceutical, cosmetic and hygiene products. Through its brand Cosmetyque, the company offers a wide range of products catering to the personal care and well-being needs of its customers.

These general Terms and Conditions apply to all visitors of the website as well as any transactions made through this online store. By browsing the website and purchasing any product, you accept all of the following terms.

Cosmetyque reserves the right to update these conditions without prior notice. Any changes will be published on our website.

1. Personal Data Protection

Cosmetyque ensures complete confidentiality of all data provided. Our store provides a personalised experience with fast access to all products, placed orders and communications about beauty programmes, promotions or any other relevant content.

Please review our Privacy Policy.

You may request the cancellation of the newsletter subscription at any time by filling out the contact form with your name and email, stating "I do not wish to receive further communications from Cosmetyque".

You can access your account at any time to update your personal data.

2. Shipping Cost

Shipping costs are determined by the product type, order weight, destination country and delivery method chosen.

The shipping cost is calculated and displayed automatically at checkout, once the destination country is selected. Free shipping thresholds vary by country and are shown at checkout.

For full details, please see our Shipping Policy.

3. Order Tracking

All orders shipped by Cosmetyque include a tracking code, sent by email as soon as your order is dispatched. As an exception, a few destination countries do not support full tracking — we clearly indicate these cases at checkout as "No tracking" on the shipping method option.

To track your package, visit the carrier's "Track & Trace" page and enter the tracking number provided in your shipping confirmation email.

For full details, please see our Shipping Policy.

4. Duties & Taxes

Orders shipped to non-EU countries, European non-EU member countries, or territories with special tax status (e.g., the Canary Islands) may be randomly selected by customs and/or health authorities for inspection.

Import duties and taxes are the customer's responsibility. If duties are applied to your order, the import tax may be calculated on the value of the products plus shipping costs.

In certain destinations, additional local taxes may apply. These values must be confirmed by the customer, considering the order value and product type.

5. Customs Clearance in the Destination Country

All products available at Cosmetyque are authorised for sale and consumption in Portugal.

It is the customer's responsibility to verify whether any law in their country prevents the import or consumption of any product or substance contained in them.

If a product is returned automatically upon arrival at the destination country's customs due to import restrictions, the refund will be issued as a discount voucher for the product value, minus transport costs and any taxes or customs fees associated with the return.

6. Delivery Time

Cosmetyque ships worldwide from Portugal.

All orders are processed within 3 business days, provided all products are in stock. If one or more items are momentarily unavailable, processing may take longer and you will be notified.

The delivery time after dispatch depends on the destination country and the shipping method. This period does not include customs clearance time (applicable to countries outside the European Union). Local customs have their own rules and procedures, and we have no control over them.

Carriers do not allow us to schedule a specific delivery time, so please ensure the delivery address is accessible during working hours.

Please note: We supply goods only in quantities usual for household consumption. In specific cases (especially during promotions or clearance sales), we may limit the quantity per order or adjust processing and delivery times to ensure smooth fulfilment.

For deliveries without tracking, or for tracked orders with no delivery status update, if the destination postal service confirms the order is lost, we will offer a reshipment or a full refund.

7. Cancellation Policy

To cancel an order before it is dispatched, please contact our Customer Care team immediately at info@cosmetyque.com or via the contact form, including your order number and "Cancellation" in the subject line.

If your order has already been shipped, cancellation cannot be guaranteed.

If cancellation is no longer possible, you may refuse delivery or, if you accept the order, return it at your own expense. Please be aware that refusing or returning an order involves return shipping costs. Our team will assist you through the process.

Cancellations initiated by Cosmetyque may occur in the following cases:

Orders with strong evidence of fraud — Cosmetyque cancels and refunds the order without further justification, to protect all parties involved.
Orders with unusually high quantities during promotional or clearance campaigns that may compromise stock availability. We supply goods only in quantities usual for household consumption.
Orders consisting entirely of out-of-stock items — Cosmetyque cancels the order, issues a full refund, and notifies the customer.

8. Return Policy

Our goal is your complete satisfaction. However, if you wish to return a product after delivery, the deadline for requesting a return of a product that is unopened and unused is 14 days after receiving the order.

Returns will not be accepted for products that are not new, not properly closed or sealed, missing the original label, have scratches on the packaging, have visible external damage, have the carrier's label affixed directly to the product, or have an expiry date of less than 30 days.

To initiate a return, email us at info@cosmetyque.com with:

Your order number;
The reference(s) of the product(s) to return;
The reason for the return.

Within 2 working days, our customer care team will send you all the information needed to complete the return.

Important: We do not offer exchanges — only returns and refunds.

Please note:

Wait for our return instructions before shipping anything back. Keep the product(s) in the same condition as received, including the original packaging and labels.
You have a maximum of 7 days after our validation to ship the return to our address following the instructions provided.
Return address: Cosmetyque, Rua Noé Pereira, N.º 91, 4510-706 Fânzeres, Gondomar, Portugal.

After we receive the return:

We will inspect the product(s) within 5 working days;
If everything complies with the return policy, your refund will be issued within 10 days.

8.1. Conditions for Accepted Returns

The product must be sealed in its original packaging, including the protective cellophane or labels (if applicable);
If the product box has a seal or protection mark, it must be kept intact;
All items included in the original shipment must be returned (samples, gifts, etc.).

8.2. Return Shipping Costs

If Cosmetyque confirms that the wrong or defective product(s) were shipped, Cosmetyque will cover the return shipping costs.

For all other reasons, return shipping costs are the customer's responsibility.

For full details, please see our Returns & Refunds Policy.

9. Undelivered Orders

An order may be returned to our warehouse due to an unknown recipient, incorrect or incomplete address, unclaimed delivery, delivery refusal, or similar reasons.

Once the order arrives back at our facilities, we offer the following solutions:

Paid reshipment of the order;
Discount code for the order value, minus shipping costs;
Refund for the order value, minus shipping costs.

Orders returned due to issues not caused by the customer will be reshipped at no extra cost or fully refunded, at the customer's preference.

Orders returned as "unclaimed" (recipient unavailable at delivery or package not collected from the pick-up point) will be resolved with a discount code for the order value minus shipping costs.

10. Return Restrictions

Due to customs regulations, returns may not be possible in certain countries where re-export procedures apply. In these cases, the customs clearance process — including the payment of any applicable import duties — must be completed before a return can be authorised.

If customs duties are applied and the customer refuses to pay them, customs authorities may not permit the return, and the order may be destroyed or abandoned. Cosmetyque cannot issue a refund in these situations, as the payment of import duties is the sole responsibility of the customer.

Since all orders are shipped from Portugal, returns involve a re-export process that may be subject to additional costs and customs procedures depending on the destination country.

11. Refunds

Refunds may be issued in the following situations:

Cancelled orders (before shipment);
Orders returned by postal services (unclaimed, refused on delivery, or due to an incorrect address) — refunded at the order value minus shipping costs;
Valid returns of returnable items;
Validated complaints of damaged, wrong, missing or expired products, reported within 14 days of delivery.

Not eligible for refund: Complaints related to allergic reactions or dissatisfaction with product results. Product images in our online store are illustrative only and do not constitute a binding representation of the product's properties (e.g., packaging language or ingredient lists may differ due to manufacturer changes).

Your refund will be processed within 7 business days.

As an alternative, you may choose to receive a discount code for the order or product value. Discount codes are valid for 6 months from the date of issue.

12. Complaints

Our Customer Care team is ready to help with any issue or complaint. Please read the following notes carefully, and contact us via the contact form or at info@cosmetyque.com if you have any questions.

Order not yet delivered: Before making a complaint about a delay, please note that standard shipping dates are estimates only. We cannot guarantee exact delivery times, as certain procedures — such as customs clearance — are beyond our control.

Order considered lost: We consider an order lost after 1 month past the maximum expected delivery time (for EU destinations) or 2 months past the maximum expected delivery time (for non-EU destinations).

Order showing signs of tampering: If the package shows any signs of damage, moisture, or having been opened during the delivery attempt, please reject the delivery and contact us immediately.

Order delivered with issues: Open the package and inspect it carefully before discarding the packaging. If you notice a missing or damaged product, contact us within 14 days at info@cosmetyque.com with:

Your order number;
Photos of the package, shipping label, items received, and the batch number of the product(s);
A detailed description of the issue.

We will analyse each case individually and offer the most suitable solution.

Products are considered defective when they do not have the usual or presented properties, do not serve their intended purpose, or do not comply with legal requirements.

Please note: An increased sensitivity or allergic reaction to a product cannot, by itself, be considered a defect. Product images in our online store are illustrative only and do not constitute a binding representation of the product's properties.

Claims must be submitted within 14 days of receiving your order. Claims made after this period will not be accepted.

13. Dispute Resolution

In the event of a dispute, you may resort to the official Electronic Complaints Book or the Online Dispute Resolution platform.

14. Applicable Law

The information on this website is governed by Portuguese legislation in force. All purchase and sale contracts made through this website are regulated and in compliance with Portuguese law.

Cosmetyque is a registered brand of ANTIMAQUE — PROJECTOS E EQUIPAMENTOS, S.A. VAT: PT503265721 | Email: info@cosmetyque.com | Phone: +351 937 538 628 Address: Rua Noé Pereira, N.º 91, 4510-706 Fânzeres, Gondomar, Portugal