FAQ

How do I create an account? 
To create a new account, click on the login page at the top right, insert the required data and fill in the consent to data processing. At the end click on "Register" to complete the procedure.  

Where can I change my registration data?
To manage your data, enter your personal profile through the Login page and select the data you want to change.  

How do I reset my login password?
You can request a new password through the Login page by selecting "Forgot your password?". You will receive an e-mail with a new password. Alternatively you can make your purchases by logging in as "GUEST". 

How can I receive the Newsletter?
Subscribing to the Newsletter is very simple. Just insert in the box at the bottom of our homepage, under the inscription SUBSCRIBE TO OUR NEWSLETTER, the e-mail address with which you want to register. Newsletter subscription is completely free!

How do I unsubscribe from the Newsletter?
If you no longer wish to receive our newsletter, click on the link at the bottom of each of our communications. It may take up to seven days to make this change effective. If you change your mind in the future, you can register again. 

Are the products safe?
We have always guaranteed maximum levels of quality, safety and efficacy for every single product and for all the ingredients used, for this reason our products are developed in compliance with the CEE and USA-FDA (Food&drug Administration) regulations.

Do products have an expiry date?
Cosmetic Regulation 1223/2009 provides that the indication of the date of minimum durability is not mandatory for products with a minimum durability exceeding thirty months. However, for these products, on the label is reported an indication related to the period of time in which the product, once opened, is safe and can be used without harmful effects for the consumer (PAO - Period After Opening). 
 
Where can I find the list of ingredients?
The list of ingredients can be found on the product. If you want to know which products contain a particular ingredient, the Customer Service will provide you with the list of products in which it is contained. 

What is the wishlist?
In the wishlist you can save and always have at hand the items you love more. Adding a product to the wishlist is very simple. Just click on the heart inside the product sheet. The item will be added automatically to your wishlist. 

What payments are accepted on the store?
You can pay with the most common credit cards such as Visa, Mastercard and American Express. We also accept payments via Paypal and cash on delivery.

How do I pay on delivery?
Payment is made in cash at the moment of the package delivery, exclusively for shipments in Italy, with a supplement of €4. We do not accept bank or cashier’s checks. We advise you to keep the exact amount of cash at hand as the courier may not have the right change. Cash payments will be accepted within the threshold of EUR 999,99. 

Can I pay by bank transfer?
At the moment it is not possible to pay your order through bank transfer.

Are payment and credit card charges safe?
When you place an order and communicate your payment details, your credit card details are protected from unauthorized access by encrypted transfer of SSL data, not accessible to third parties. 

What should I do if a payment fails?
Before proceeding with the payment, make sure you have all the necessary data available to make the payment correctly. The reasons why the transaction may not be successful, can be different: you may have reached the maximum monthly spending limit or not have enough credit available; you do not have the Secure Code issued by your bank for online transactions; Your session may have expired; your card circuit may have problems. We cannot be responsible for any delays due to a non-payment order.

Do I need to be registered to buy?
You do not need to be registered to buy, but you will not be able to view orders placed in your private area. 

Filling the cart forces me to purchase?
You can fill your shopping cart without completing the entire purchase process.

Is there a minimum purchase amount?
No, insert everything you desire into cart, regardless of cost and quantity. 

How does the promotional code work?
The promotional code is a discount voucher that is provided to you to take advantage of special promotions, if you are registered to our newsletter. If you have it, you can insert the code in the cart: the discount will be calculated and displayed automatically.

How do I place an order? 
Placing an order is very simple:
- select the products you would like to buy and add them to the cart
- sign in to your account, create a new account or continue as a guest
- enter your billing and shipping address 
- choose the type of payment and confirm the order
- within 24 hours, you will receive a confirmation email with your purchase details

Can I place an order by email or phone?
Sorry, we only accept orders placed on our official website www.cotril.shop. We remind you that you can still buy our products in the Cotril Salons and Cotril Center.

Is it possible to modify an already completed order?
Once the order has been confirmed, it is not possible to change the order and the delivery address as the products are already being prepared. We set very tight deadlines to ensure delivery in the shortest possible time.

Is it possible to cancel an already completed order? 
We invite you to place your orders with extreme care, as once your order is confirmed, it can no longer be cancelled. We set very tight deadlines to ensure delivery in the shortest time possible.

Where can I buy an e-Gift Card?
You can purchase your e-Gift Card exclusively on Cotril.shop.

Where can I use an e-Gift Card?
You can use your e-Gift Card exclusively on Cotril.shop.

What is the validity of the Gift Card?
The e-Gift Card is valid for 1 year from the activation date.

Do I need to register to buy an e-Gift Card?
Yes, the purchase of the e-Gift Card is only for registered users.

Will I receive a physical e-Gift Card?
No, the e-Gift Card is exclusively virtual.

Can I buy and give an e-Gift Card?
Of course, you can buy an e-gift card and decide which e-mail address to deliver it to.

Can I decide when to receive an e-Gift Card as a gift?
You can postpone the receipt of the email with the e-Gift Card for a maximum of 30 days from the purchase.

Do I need to activate my e-Gift Card in order to use it?
Yes, once you have received the e-gift card number, you must sign in your reserved area, gift card section to activate the card and proceed with your purchases.
If you have received an e-Gift Card as a gift, you must first sign in at the following link in order to activate.

Do I have to use the e-Gift Card amount in a single solution?
No, you can spend the amount of your e-Gift Card in even more purchase solutions, until the amount is over.

How can I check my e-Gift Card balance?
You can check your balance directly in your reserved area, in the Gift Card section.

Can the e-Gift Card be recharged?
Sorry but the Gift Card cannot be charged.

Can the e-Gift Card be used during promotions and sales?
Yes, the e-Gift card can be used both during promotions and sales.

Can the e-Gift Card be used to purchase another e-Gift Card?
Sorry, but you cannot use an e-Gift Card to purchase another e-Gift Card.
 
I lost/damaged my e-Gift Card: what can I do?
We are sorry, but we are not responsible in case of theft or loss of an e-Gift Card. The same cannot be blocked, replaced or refunded in case of loss or theft.

Can I return a product purchased with the e-Gift Card?
Of course, you can also use the right of withdrawal for products purchased with e-Gift Card.

How is the refund made?
An additional e-Gift Card equal to the amount to be refunded will be issued.

In which countries does the shipment take place?
We deliver throughout the Italian territory (including islands) except the Republic of San Marino and Vatican City.
We do not ship to Spain, Switzerland, Poland, Belgium and the United Kingdom.
Deliveries are at street level. It is not possible to request delivery on the floor or by appointment.

How much is the shipment?
Shipping costs are calculated on the basis of the products’ weight and size and the country of destination.

What are the delivery times?
We promise to deliver your products within 3-4 working days after receiving your order, excluding Saturday and Sunday. We do not guarantee such timing at particular times of the year (holidays, Black Friday, etc.), in case of strikes of couriers or for reasons of force majore (weather conditions). We recommend that you always check that the address you entered for delivery is correct before confirming your order. 

How do I track an order?
You will receive an order confirmation e-mail and an e-mail when the order is delivered to the express courier, with a link to verify the route of your parcel from the taking charge of the courier until the actual delivery. Please note that the tracking code should be activated within a few hours of receipt of communication.

By when can I make the return?
The return request must be made within, and no later than, 14 days from the date of receipt of the package calendar. 
The costs of return-shipping your product are at your own expense.

Can I partially or totally withdraw from my order?
You have the right of withdrawal for one or more products purchased online. The products must be in perfect condition, unused, accompanied by their original packaging and complete with any accessories and instructions. 

What is the return method?
If you want to make a return, follow these simple steps:
- contact customer service at the address return@cotril.shop to communicate the wish to withdraw from the order and require the authorisation code to proceed    with the refund;
-  fill out the return form (available at the following link) together with the authorisation code received by e-mail;
-  prepare the package as accurately as possible to protect it during transport and insert inside the completed form;
-  cut out and affix the label, with the address of the addressee, outside the package;
- deliver the package to your trusted courier (keep the receipt until you receive the refund confirmation).
Parcels sent at the addresse's expense will not be accepted. 

How is the refund for orders ?
The refund (equal to the sum of the returned items, excluding shipping costs and cash on delivery) is made with the same payment used at the time of purchase. Only in the case of cash on delivery, the refund will be made by bank transfer. The time of refund is on average 15 working days, starting from the moment the returned product has reached our warehouse. In case of payment with credit card, we remind you that the time required to view the refund on your account depends on the issuing institution of your card. 

What should I do if I receive a defective/broken/damaged product? 
We only sell items in perfect condition, so if in exceptional cases you receive a defective/broken/damaged product, please contact our Customer Service customercare@cotril.shop,  attaching a photographic documentation of the products received.
 

Our Customer Service is available at the following times:
8:30 - 17:30 from Monday to Friday, excluding holidays.

You can contact us:
- by e-mail : info@cotril.shop
- by telephone: 02 3834321 extension number 3