FAQ
Please refer to the Frequently Asked Question section on our website to inform yourself of the most common queries you might have regarding our website, the products on it, payment, and shipment.
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Questions about registration
- Do I need to be a registered user to place an order?
- Why should I register as a user?
- How can I register?
- May I delete a registered profile?
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Questions about placing and processing orders
- How would I know if my order was placed successfully?
- How long will my order be processed?
- May I place an order over the phone?
- How can I pay for my order?
- I want to buy in bulk, can I still order online?
- Will you issue an invoice for my order?
- How can I receive the invoice?
- I finished my order but I want to add a product to it. Is it possible?
- I received a product I did not order. What should I do?
- Can I use an additional discount?
- I want to buy cosmetics that I can't see anywhere on your website. What should I do?
- Why isn't my order being processed?
- Could I return ordered products if I want to?
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Questions about the delivery
- Do you do international shipping?
- Is there a delivery fee?
- I missed the courier will he come back the next day?
- Why is my phone number required?
- Will I get a tracking code for my order?
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Questions about the payment
- What are the acceptable payment methods on your website?
- Is my online payment secure?
- What type of cards do you accept?
- Is there a fee when paying by card or through PayPal?
- What happens if I decide to cancel my order right after I finalize it?
- What can I do if my payment is declined?
- I received an e-mail that my order was paid successfully and afterward another message that my order was canceled?
- I didn't receive any e-mail confirming that you received my order and yet money was taken from my account?
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Questions about the selected products and policies
- Do you offer the Hydro Mask by Biotrade?
- Are your products authentic?
- Why should I order from you?
- How to choose the right product for me?
Questions About Registration
Do I need to be a registered user to place an order?
No. You can place your order as a guest and you can enter your details when you finalize your order. Of course, we always encourage our customers to use their registrations to be able to accumulate bonus points which can be exchanged for a variety of gifts
Why should I register as a user?
Registered users on the website collect bonus points with each order. Your account also keeps a list of all the liked products and information about previous orders.
How can I register?
There are a couple of ways to register. The standard way using an e-mail. Alternatively, you may register with your Facebook profile if you have one. The registration process is quick and hassle-free. You may register as a standard user or as a wholesale customer. Learn why and how here.
May I delete a registered profile?
Yes. There is a button in your account press it and you will send a request for deletion of your profile. Or you may send us a message through the contact form. We will process the request and remove your account and data in a couple of days.
Questions About Placing and Processing Orders
How would I know if my order was placed successfully?
You will receive a confirmation e-mail that the order was received. If the order is paid successfully our system will notify by sending another e-mail. You will receive e-mails when we start processing and when we ship your order as well.
How long will my order be processed?
Processing orders take between 2 to 5 business days. On rare occasions processing your order might take longer in those cases we will do our best to contact and inform you about any delay.
May I place an order over the phone?
No. At the moment we are accepting only orders placed on our website. You need to give your informed consent that you are sharing your private data with us and we need it to process your order which you can do only through the website.
How can I pay for my order?
You can choose the payment options that suit you best. We accept bank transfer payments, PayPal, credit, or debit card payments (Visa or MasterCard). Customers located in Bulgaria may also pay with COD option.
I want to buy in bulk, can I still order online?
Yes. Our platform allows you to register as a wholesale client, regardless of where you are located in Bulgaria or abroad. As such you will be able to enjoy discounts that will grow along with your order. This is convenient for all wholesalers, as well as all hairdressers and beauty salons, cosmetic and spa studios that wish to benefit from our amazing products at discounted prices.
Will you issue an invoice for my order?
Yes. We issue an invoice for every order. Even if you are not a company we are still issuing invoices.
How can I receive the invoice for my order?
In an attempt to reduce needless waste of paper we are issuing and sending all invoices digitally via e-mail. If you haven't received an invoice for your order do not hesitate to contact us. We will send you the copy.
I finished my order but I want to add a product to it. Is it possible?
Yes, it is. Contact us via the contact form. Our operator will reach out to you and provide details on how you can add a product to your order.
I received a product I didn't order. What should I do?
Contact us via the contact form. A member of our team will assist you
Can I use an additional discount?
At Cosmetics Bulgaria we've offered our best prices and deals and we always do our best to make quality Bulgarian cosmetics available to and affordable for all our clients. Refer to the promotions page on the website for the latest discounts. Additional discounts are available if you sign up as a wholesale client and start ordering larger quantities.
Also, don't be a stranger and sign up for our newsletter and social media channels to keep track of our promotional campaigns, deals, and offers.
I want to buy cosmetics that I can't see anywhere on your website. What should I do?
Drop us a message via the contact form. When we reply you may send us a photo of the product you can't find but want to purchase. If we don't have it on our website we may try to find it. Still, there is a chance that the product(s) isn't available on the market anymore.
Why isn't my order being processed?
On rare occasions, we may not be able to proceed with your order if key contact or address details are missing. If you do not provide your phone or correct e-mail, we won't process your order. This may cause delays in shipping or even cancellation. If the order was paid, however, we will refund you.
Could I return ordered products if I want to?
Yes. You may return a product or products in 14 days after the order is received. However, certain conditions apply.
- Please provide a filled in Standard Form to exercise your right of refusal or refer to Online Dispute Resolution website of the European Commission
- Please note that products with a short expiry date cannot be returned.
- For hygienic and sanitary reasons we cannot accept back products which were already opened after delivery.
- The cost of transportation on customer's requests for product return is covered by the customer.
Questions about the delivery
Do you do international shipping?
Yes! You won't be able to use the Cash on Delivery method, but you can benefit from all the rest of the payment options. Your order will arrive within 5 to 30 business days, depending on where you are located and the delivery method.
Find more on our Delivery Information page.
Is there a delivery fee?
Yes, there is. The delivery fee is based on the weight of the products and the country for international orders.
Find more information about the rates to your country of residence on the Delivery Information page.
The delivery for orders from Bulgaria is fixed and depends on the delivery method. The delivery fee to the courier's office is 3,90 BGN. The delivery fee to an address is 5,90 BGN. For all orders above 79 BGN, the delivery is free.
I missed the courier will he come back the next day?
The courier makes at least 3 attempts for delivery. If you are not present in neither of those attempts the package would be sent back to the shipper. On some occasions, the courier may leave you package in the nearest Access Point or office of the courier. The package will be kept there for 7 business days before being sent back to the shipper.
Please note that if the package with your order was returned to us you will have to pay the fee for re-sending it.
Why is my phone number required?
A contact phone number is required by most shipping carriers. We will only use this information to contact you about your order or to respond to your inquiries. Orders without contact phones are processed but not shipped until a number is provided.
Will I get a tracking code for my order?
Yes. Orders are shipped with a tracking number. We expect you to keep a careful track of your tracking code and make arrangements to receive or pick up your delivery when it arrives in your country. We do not take responsibility for orders that were not picked up or are uncalled for.
Questions about the payment
What are the acceptable payment methods on your website?
You may pay with a credit/ debit card, via PayPal or with a bank transfer.
Is my online payment secure?
Yes. 100%. The website encodes your information using Secure Socket Layer (SSL) encryption technology.
What type of cards do you accept?
You can pay with Visa, Visa Electron and MasterCard. At this stage, we are not accepting American Express and Diners Club cards. If you are a holder of such a card try alternative paying methods - bank transfer or PayPal.
Is there a fee when paying by card or through PayPal?
We do not charge additional fees. Still, service fees may apply if your bank has established such. Clarify these terms with your bank if you worry about extra fees.
What happens if I decide to cancel my order right after I finalize it?
Please contact us using this form to notify us that you want to cancel your order. We start a refund procedure and you will be refunded within a few days.
However, you cannot cancel an order after it has been processed and shipped. Please inform us in due time that you want to cancel your order so we can react accordingly.
What can I do if my card payment is declined?
Please note that if you are paying with the card the issuer of the card may flag the transaction as suspicious and block the money for your order. Contact your bank to learn more. Also, make sure that there are sufficient funds in your card to pay your order and that you had entered the correct card details Number, Expiry Date, CVV code.
I received an e-mail that my order was paid successfully and afterward another message that my order was canceled?
Please make sure that the cancellation e-mail you received and the e-mail confirming the successful payment are about the same order number. If you clicked too many times on the payment button on the website or clicked on the browser's back button from the payment screen to the cart, you will inadvertently generate 2 or more identical orders. Although you paid successfully only one of them. The system automatically notifies you when the order is canceled by sending you an e-mail.
I didn't receive an e-mail confirming that you received my order and yet money was taken from my account?
It is possible that the messages confirming your order and order payment were filtered by your e-mail and are in your spam folder. If there isn't anything in the spam folder you might have entered a wrong e-mail address. On rare occasions, something might have gone wrong on our side. In that case please do not hesitate to contact us immediately and explain your problem.
Questions about the products and policies
Do you offer the Hydro Mask by Biotrade?
No, unfortunately, the Biotrade Hydro Mask isn't available for purchase on the Bulgarian market. Try Dr. Derm Collagen Hydrogel that may be used as a serum and a night time mask instead.
Are your products authentic?
Yes! And they always will be 100%. Integrity is rooted deeply in our company's values and all the products we offer on our website are the real deal. We have our customer reviews to show for it. All the products we offer arrive straight from manufacturers or their direct distributors in authentic packaging.
Why should I order from you?
Each member of our team works hard to provide an easy, convenient, and reliable online shopping experience. Also here you can find the largest variety of quality cosmetic products of different Bulgarian manufacturers. When you shop you will get a variety of products suitable for your needs and preferences with a single delivery.
Lastly, but not least, we offer superb customer experience! Don't just take our word for it, but check the reviews our clients have left us on our Facebook page.
How to choose the right product for me?
Our new platform allows easy filtering of the products by price, manufacturer, and concern. If your biggest concerns are pigmentation or aging, dryness, or sensitivity, you can choose products that precisely target these problems. You can sort the products suitable for your age, skin/hair, texture, organic, and many other criteria.
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