This page will allow you to consult the most common asked questions and have immediate answers.

Click on one of the topics below to see the answer. If you do not find what you were looking for, please contact us.


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.

To manage your data, enter your personal profile through the Login page and select the data you want to change.

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”. 

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!

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. 


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.

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).

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.

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.


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.

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. 

At the moment it is not possible to pay your order through bank transfer.

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.

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.


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

You can fill your shopping cart without completing the entire purchase process.

No, insert everything you desire into cart, regardless of cost and quantity.

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.

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

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.

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.

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.

Gift Card

You can purchase your e-Gift Card exclusively on Cotril.shop.

You can use your e-Gift Card exclusively on Cotril.shop.

The e-Gift Card is valid for 1 year from the activation date.

Yes, the purchase of the e-Gift Card is only for registered users.

No, the e-Gift Card is exclusively virtual.

Of course, you can buy an e-gift card and decide which e-mail address to deliver it to.

You can postpone the receipt of the email with the e-Gift Card for a maximum of 30 days from the purchase.

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.

No, you can spend the amount of your e-Gift Card in even more purchase solutions, until the amount is over.

You can check your balance directly in your reserved area, in the Gift Card section.

Sorry but the Gift Card cannot be charged.

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

Sorry, but you cannot use an e-Gift Card to purchase another e-Gift Card.

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.

Of course, you can also use the right of withdrawal for products purchased with e-Gift Card.

An additional e-Gift Card equal to the amount to be refunded will be issued.


We deliver throughout the Italian territory (including islands) except the Republic of San Marino and Vatican City.

We only ship to countries belonging to the European Community except for Spain, Poland and Belgium.

Deliveries are at street level. It is not possible to request delivery on the floor or by appointment.

Shipping costs are calculated on the basis of the products’ weight and size and the country of destination.

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.

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.

Returns and Refunds

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.

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.

If you want to make a return, follow these simple steps: – contact customer service at the address [email protected] 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.

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.

We only sell items in perfect condition, so if in exceptional cases you receive a defective/broken/damaged product, please contact our Customer Service [email protected], attaching a photographic documentation of the products received.

How to contact us

Our Customer Service is available at the following times:

8:30 – 17:30 from Monday to Friday, excluding holidays.


You can contact us:

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