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Customer Service
Acknowledgement and Acceptance
Ordering
Order Tracking
Order Processing
Order Cancellations
Payment Options
Item Availability
Offer Codes
How to Shop Online
Gift Wrap Service
Shipping & Returns
Shipping Charges
Shipping Options
Sales Tax Information
Shipping Rules & Restrictions
Shipments to APO/FPO & P.O. Box Addresses
Returns & Exchanges
Gift Returns
My Account
Forgot Your Password?
Change Account Information
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Acknowledgement and Acceptance
This Customer Service section, and all of the provisions therein, together constitute the entire Terms of Sale concerning the online store being provided by Albion Cosmetics (America), Inc. (“ACA”) to you, the shopper or buyer (“Buyer,” “you” “your,” etc.) for the purchase and sale of Kosé’s Awake line of products (collectively “Kosé Products”) and access to other information and Services (collectively, the “Service”). The Service is owned and operated by ACA and its Service providers and is provided under the terms and conditions of these Terms of Sale and the Terms of Use for the web site (“Site”) (collectively, the “Terms”). All capitalized terms used but not defined herein shall have the meanings set forth in the Terms of Use, and these Terms of Sale are incorporated into and made subject to the Terms of Use.
You acknowledge that (a) you are eighteen (18) years of age or older, (b) you have read and understood the Terms of Sale, and (c) that these Terms of Sale have the same force and effect as a signed agreement.
Ordering
Order Tracking
Once your order is placed, you will receive an order confirmation email. If you do not receive this email within 24 hours, please contact customer service.
You will receive a confirmation e-mail when your order ships that contains tracking information for your package. You can track your package’s progress on the UPS or FedEx website.
Order Processing
Most orders are processed within 48 hours of receipt (not including weekends and holidays). Orders placed Saturday, Sunday and holidays will be processed on the following business day. Orders with Priority shipping (Overnight or 2nd Day) will be processed and shipped within 24 hours if received by noon. See Shipping Options.
Order Cancellations
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
• Item(s) not available.
• Difficulty in processing payment information.
• Cannot ship to address provided.
• Duplicate order was placed.
If your order is cancelled, you will receive an email notice that explains the reason for cancellation. You will not be billed for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please contact us via email.
After you have clicked “Place Order”, the order begins to process and online changes cannot be made to your order. To change or cancel your order prior to shipment, please contact customer service. Please note that most orders process quickly and can enter the shipping process within minutes. If an order has entered the shipping process, it is non-cancelable. However, if you would like to return a product after receipt, please see our Return Policy.
Payment Options
We only accept payment online using Visa, MasterCard, American Express and Discover Card.
We are sorry, but we do not accept credit cards with billing addresses outside the U.S.
Item Availability
All Kosé products offered through kose-usa.com are available for sale in the U.S. If an item is out of stock, you will not be able to add it to your shopping basket, but it may be available in a store near you. If a product(s) becomes unavailable after your order has been placed, we will notify you by email. We will only charge you for the products you receive.
Offer Codes
Steps for redeeming an Offer Code:
1. Enter your Offer Code on the Order Summary page.
2. Offer codes are case sensitive and should be entered exactly as they appear.
3. When an Offer Code is accepted, the offer will be displayed on the same page.
How to Shop Online
Shopping on kose-usa.com: an overview:
1. Find your products. This can be done through our site navigation.
2. Add the product to your shopping cart. Select the number of products you’d like to order and click the “Add to Cart” icon. The page will then show a shopping cart, confirming that the product has been added to your cart. You can then continue shopping and browsing the site by clicking on “Continue Shopping”.
3. View your shopping cart. You can access this at any time by clicking the “View Cart” icon at the top right of every page. Here, you can modify quantities and add or delete items.
4. Proceed to Check Out.
Gift Wrap Service
If your purchase is a gift, we invite you to take advantage of our Gift Wrapping Service at checkout, for an additional cost of $3 per gift box. We’ll create an attractive gift presentation with the items in your purchase, including a personalized card.
Shipping & Returns
Shipping Options and Charges
We offer shipping by UPS or FedEx Ground, 3 Days, 2nd Day Air and Overnight at the following flat rates:
UPS Ground - $6
UPS 3 Days - $10
UPS 2nd Day Air - $14
UPS Overnight - $20
Sales Tax Information
We collect sales taxes as required by law. ACA charges sales tax on orders delivered to NY and CA. Sales tax may be subject to change.
Shipping Rules & Restrictions
We are currently unable to accept orders to be billed or shipped to destinations outside the U.S. We apologize for any inconvenience.
We regret that we must limit orders to no more than three (3) units of any one item with a maximum purchase of $1,000 per order.
Some Kosé Products require special handling as specified by federal, state and local regulations governing the transport of these items. The method of shipment for these items is dictated by these regulations. At ACA, we comply with regulations therefore the shipment of some products to certain locations may not be possible. If this affects your order, we regret any inconvenience and thank you for your understanding.
Priority shipping methods (Overnight or 2nd Day service) are not available for certain locations in Alaska and Hawaii and the U.S. territories. All priority shipping methods require a signature upon delivery.
Shipments to APO/FPO & P.O. Box Addresses
We are currently unable to ship to a P.O. Box or Military APF/FPO addresses. We apologize for any inconvenience.
Returns & Exchanges
If for any reason you are not completely satisfied with your purchase, simply return it within 30 days of its shipped date for a refund of the purchase price, excluding shipping and handling. A credit will be issued within 30 days after we receive the returned merchandise.
Please complete the return form at the bottom of the packing slip and follow the directions provided there. Send the original and fully completed form along with the merchandise to be returned. Keep a copy for your records.
We recommend that you return the merchandise via UPS or insured Parcel Post for your protection and to insure prompt delivery. We are sorry, but return shipping fees are non-refundable.
If your package was damaged in shipment by the carrier, save the box and the merchandise and notify us immediately by email for the damaged items to be replaced.
If you received a wrong item in the package, save the box and the merchandise and notify us immediately by email to receive the correct item.
Returns for gifts can be refunded to the credit card on which the purchase was made, or a gift certificate can be issued for the purchase amount. Please indicate the preference on the Return Form.
Returns or exchanges for purchases made online will not be accepted for return or exchange at a Awake counter or other retailer locations.
Returns or exchanges for purchases made at a Awake counter or any other retailer locations cannot be returned through kose-usa.com. Items not purchased through kose-usa.com should be returned at their place of purchase.
Returns or exchanges will not be honored where more than 20% of the contents of any item purchased has been consumed or otherwise used.
My Account
Forgot Your Password?
If you forgot your password, please enter your email address to request your password to be sent to you on My Account page.
Account Information
Your personal information can be updated any time through the Account Information and Billing & Payment pages.
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