FAQ

This page will allow you to browse frequently asked questions and get immediate answers. Click on one of the topics below to consult the answer. If you do not find what you were looking for, please contact us.

Registration

To create a new account, click on the top right of the login page, enter the requested data and fill out the data processing consent. When finished, click on "Register" to complete the process.

To manage your data, enter your personal profile through the Login page and select the data you wish 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 a "GUEST."

Signing up for the Newsletter is very easy. Just click the "JOIN NEWSLETTER" box at the bottom of our homepage and fill in the required fields. Subscribing to the Newsletter is completely free!

If you no longer wish to receive our Newsletter, simply click on the link at the bottom of each of our communications. It may take up to seven days for this change to take effect. Should you change your mind in the future, you may subscribe again.

Products

We guarantee the highest levels of quality, safety and efficacy for each individual product and all ingredients used, which is why our products are developed in compliance with EEC and US-FDA (Food&Drug Administration) regulations.

Cosmetic Regulation 1223/2009 states that the indication of the date of minimum durability is not mandatory for products that have a minimum shelf life of more than thirty months. However, for such products, there is a statement on the label regarding the period of time that the product, once opened, is safe and can be used without harmful effects to the consumer (PAO - Period After Opening).

The list of ingredients can be found both on the product label and on the web page dedicated to that specific item. In addition, if you would like to know in which products a particular ingredient is present, Customer Service can provide you with a list of the products in which it is contained.

In the wishlist you can save and always have at hand the items you like most. Adding an item to the wishlist is very simple, in fact you just need to click the heart inside the online product tab (next to the phrase "Add to Wishlist". This will automatically add the item to your wishlist, which you can view in the "Account" section.

Remember that the purchase will not be made until you add it to your cart.

Payments

You can pay with the most common credit cards such as Visa, Mastercard and American Express. We also accept payment by debit cards, PayPal and Cash on Delivery.

Payment is by cash on delivery of the package, exclusively for shipments within Italy, with a surcharge of 3.28 euros. Bank or cashier's checks are not accepted. We advise you to keep the exact amount of cash on hand as the courier may not have change to deliver to you. Cash payments will be accepted within the threshold of 999.99 euros.

It is currently not possible to pay for your order by bank transfer.

When you place an order and submit your payment information, your credit card information is protected from unauthorized access by SSL encrypted data transfer, which is not accessible to third parties.

Before proceeding with the payment, make sure you have all the information you need to make the payment correctly. There may be several reasons why the transaction may fail: you may have reached your monthly spending limit or do not have sufficient credit available; you do not have the Secure Code issued by your bank for online transactions; your session may have expired; your card's circuit may be having problems. In case of further problems contact your bank. We are not responsible for any delays due to non-payment of an order.

Orders

You do not need to be registered to purchase, but without registration you will not be able to view orders placed in your private area.

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

No, place anything you want in the cart, regardless of cost or quantity.

The promotional code is a coupon that is provided to you to take advantage of special promotions, if you are registered to our Newsletter.
If you have it, you can enter the code in the cart: the discount will be calculated and displayed automatically.

Placing an order is very simple:

  • Select the products you wish to purchase and add them to your shopping cart.
  • Log in to your account, create a new account, or continue as a guest.
  • Enter the shipping and billing address.
  • Choose your payment type and confirm your order.
  • Within 24 hours, you will receive a confirmation email with the details of your purchase.

You can place orders only on our official website (via computer or smartphone).

Please note that you can still purchase our products at Cotril Salons and Cotril Centers as well. To find out where to find them visit the Salon Locator section.

Once the order is in "confirmed" status, it is not possible to change the order and delivery address, as the products are already being prepared. We impose very tight timelines to ensure delivery in the shortest possible time.

We encourage you to place your orders with extreme care, as the moment your order is confirmed, it can no longer be cancelled. We impose very tight deadlines to ensure delivery in the shortest time possible.

Gift Card

You can purchase your e-Gift Card exclusively on our official website.

You can use your e-Gift Card exclusively on our official website.

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

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

No, the e-Gift Card is exclusively virtual.

Sure, you can purchase an e-Gift Card and decide what e-mail address to deliver it to.

You can postpone receiving the e-mail with the e-Gift Card for up to 30 days after purchase.

Yes, once you receive the e-Gift Card number, you must enter your member area, "Gift Cards" section to activate the card and proceed with your purchases.
If you received a gift e-Gift Card , you must first register at the link in the email in order to proceed with 'activation.

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

You can check the balance directly in your private area, in the "Gift Cards" section.

Sorry, but Gift Card cannot be recharged.

Yes, e-Gift Card can be used during both 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. It also cannot be blocked, replaced or refunded in case of loss or theft.

No, we only accept payment by credit card and PayPal.

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

Sure, you can use the right of withdrawal even for products purchased with e-Gift Card.

Shipping

We deliver throughout Italy (including islands) except Republic of San Marino and Vatican City.
We deliver only to countries belonging to the European Community except Belgium, Poland and Spain.

Deliveries are understood to be at street level. Delivery to the floor or by appointment cannot be requested.

Shipping charges are calculated according to weight, size of products, and country of destination.

For all online purchases over €49, shipping within the UK is free.

We strive to deliver your products within 3-4 business days after receiving your order, excluding Saturdays and Sundays. We do not guarantee these timelines during particular times of the year (holidays, Black Friday, etc.) or in case of courier strikes or force majeure (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 the moment your order is delivered to the express courier, with a link to check the path of your package from the courier's pickup to actual delivery. Please note that the tracking code should activate within a few hours of receiving the 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. You are responsible for the cost of returning the products.

You may exercise your right of withdrawal for one or more products purchased online. 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 support at [email protected] to communicate your wish to withdraw from the order and request a return authorization code.
  • Fill out the return form (available at following link) along with the return authorization code received by e-mail.
  • Prepare the package as carefully as possible to protect it during transport and place the completed form inside.
  • Cut out and affix the label, with the recipient's address, to the outside of the package.
  • Deliver the package to a trusted courier (keep your receipt until you confirm your refund).

Packages sent at the recipient's expense will not be accepted.

The refund (in the amount equal to the sum of the returned items, excluding shipping and cash-on-delivery costs) is made using the same payment used at the time of purchase. Only in the case of cash on delivery payment, the refund will be made by bank transfer. Refund times are on average 15 working days from the time the returned product reached our warehouse. In case of payment by credit card, please note that the time it takes to see the refund on your account depends on your card issuer. Only products in perfect condition, unused, accompanied by their original packaging and complete with any accessories and instructions will be refunded.

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

How to contact us

Our Customer Service is operational during the following hours:

8:30 a.m. - 5:30 p.m. Monday through Friday, excluding holidays.

 

You can contact us:

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