Shipping policy

 

Last updated: [30.03.2026]

 

1. Shipping Destinations

We currently ship to all member countries of the European Union (EU) and selected non-EU European countries including the United Kingdom, Switzerland, and Norway.

If your country is not listed at checkout, please contact support@cosmerna.com for assistance.

 

We reserve the right to restrict or cancel shipments to certain destinations due to regulatory or logistical limitations.

 

 

2. Order Processing Time

Orders are generally processed within 5–10 business days after payment confirmation, although this period may be longer during peak seasons or in the circumstances listed below:

  • high order volume
  • quality control procedures
  • export documentation requirements
  • regulatory inspections

Once shipped, a tracking number will be provided via email.

 

 

3. Shipping Methods and Delivery Estimates

We use international couriers such as DHL, FedEx, EMS, or Korea Post.

Delivery times are estimates only and are not guaranteed.

Unforeseen delays may occur due to:

  • customs clearance
  • courier operational issues
  • remote area delivery
  • weather or force majeure events

 

 

4. Shipping Fees

Shipping costs are calculated at checkout.

Customers are responsible for:

  • customs duties
  • import taxes
  • local handling fees
  • remote area surcharges (if applicable)

 

 

5. Delivery Responsibility

Customers must provide accurate shipping information.

We are not responsible for delays or loss due to incorrect addresses or failure to receive the parcel.

If a shipment is returned due to:

  • incorrect address
  • refusal to pay customs duties
  • unclaimed delivery

 

If the shipment is returned to us for these reasons, we may, at our discretion, refund the product cost only, excluding the original shipping cost, any return shipping fees charged by the courier, and any reshipping fees. In some cases, no refund may be possible if the products are not in a resalable condition.

 

 

6. Tracking

Tracking information may take 1–3 business days to update after dispatch.

Courier tracking updates are not real-time.

 

 

7. Lost or Delayed Shipments

If your parcel has not arrived within 30 business days after shipment, please contact us.

We will initiate an investigation with the courier.

Replacement or refund decisions will be made based on the courier’s investigation outcome.

 

 

8. Partial Shipments

Orders containing multiple items may be shipped separately depending on stock availability or logistics requirements.

 

 

9. Completion of Delivery

Delivery is considered complete when the products have been delivered to you or to a person designated by you other than the courier or when the courier confirms:

  • signature
  • delivery to mailbox / locker
  • delivery to the provided address

 

 

10. Returns

For return procedures, please refer to our Return & Refund Policy.

 

 

11. Contact

support@cosmerna.com

Bioneer Biotech GmbH

Ludwig-Erhard-Straße 30-34, Eschborn, Germany (65760)