Frequently Asked Questions

Need Help?

Need help?

We’re available by phone and email Monday - Friday, 8 a.m.–5 p.m. PST.

Email Customer Service

Email us

customerservice@cosbar.com

Monday - Friday
8 a.m.–5 p.m. PST

Call Customer Service

Call us

1-855-267-2271

Monday - Friday
8 a.m.–5 p.m. PST

If you are experiencing technical difficulties while navigating or shopping on the website we recommend trying again after clearing your cache and cookies, using a different internet browser, or using a different device altogether. If your problems persist, please call Cos Bar Customer Care at (855) 267-2271. Open Monday through Friday from 8am–5pm PT.

Please contact Customer Care with the following information:

  • What is the error message (if any) that you are seeing on your screen?
  • What kind of device are you using (Windows/Mac; mobile device, laptop, tablet)?
  • If possible, please provide photo/screenshot of the issue you are experiencing.

Please contact Customer Care with the following information:

  • The email address used on the order
  • Your first and last name as submitted on the order

Sorry about that! If you don’t see a black “Add to Bag” button on your screen, this means the color you’ve selected is out of stock, though the product may be available in other shades. Disappointed that your go-to item is out of stock? You can always contact a Beauty Specialist at one of our stores for recommendations on similar products/colors.

We recommend taking the following steps:

  • Refresh your page and try again.
  • Try a different internet browser. I.e: If you are using Safari, try Google Chrome instead.
Still experiencing issues? Contact us at Cos Bar Customer Care!
  • Can someone help me?
  • Happy to help! Please contact Customer Care or call us at (855) 267-2271.
  • Can I place an order by phone?
  • You are always welcome to place your order over the phone by calling any one of our Cos Bar retail locations. Find the store nearest to you here!

What’s your shipping policy?

Cos Bar online orders are processed and shipped within 1-3 business days of payment authorization.

For our guests: UPS Standard Ground, 2nd Day Air, and Next Day Air.** Ground shipping is complimentary with your order over $49, otherwise a flat rate of $7.00 will be charged to the order.

For our B. Cos Loyalty members: Complimentary shipping, no minimum, for B. Cos loyalty rewards members, plus three samples in every order. You must be enrolled in the program and logged in at checkout to receive the B. Cos Loyalty benefits.

Once an order has been shipped you will receive an email confirmation of the shipment with the tracking number.

Shipping Method Cost Total Time to Delivery*
*Including processing time 1-3 business days.
Guests B.Cos Loyalty Members
Standard Ground (1-5 business days) $7.00 FREE 2-8 business days
2nd Day Air (1-2 business days) $20.00 $20.00 2-5 business days
Overnight (1 business day) $40.00 $40.00 1-4 business day

All Cos Bar orders are hand-picked and packed by the lovely teams at our retail stores! While we promise to do our best to ship you your order as soon as we can, Cos Bar is not responsible for any delays to shipping caused by payment issues, weather, or issues beyond the company’s control.

**Orders shipped from Red Bank, NJ will be shipped via USPS. Orders shipped from Hawaii may take up to 14 days and will be shipped via USPS. If your order contains a hazmat item, it will be shipped via Ground shipping. Learn more about Restricted Hazardous Materials here.

Do you ship internationally?

Sorry, we currently do not ship outside of the USA, to freight forwarders, or to P.O. boxes.

Do you ship on weekends/holidays?

Cos Bar online orders are normally processed on weekdays only. If an order is processed on a weekend, it will not be shipped until the following business day. Orders are not shipped on weekends or on the following federal holidays:

  • New Year’s Day
  • Martin Luther King Jr. Day
  • President's Day
  • Memorial Day
  • 4th of July
  • Labor Day
  • Columbus Day
  • Veteran's Day
  • Thanksgiving
  • Christmas

What is HAZMAT?

HAZMAT ( “hazardous materials”) are chemicals that are combustible, flammable, explosive, or otherwise deemed potentially harmful by the U.S. Department of Transportation. Some examples of HAZMAT products are, but not limited to, nail polish, hair spray, fragrances, self-tanning lotions/sprays, aftershave treatments. To comply with the U.S. Department of Transportation’s regulations, all orders containing any HAZMAT products will only be shipped standard Ground shipping.

How can I get free shipping?

All orders of $49 or more receive free Ground shipping. Want free Ground shipping on ALL of your orders with no minimum? Becoming a B. Cos Loyalty member and enjoy the benefits!

Where is my order?

Your tracking number is available on the shipment notification email we sent you! Please refer to the tracking number to track your order.

Order Tracking

If you are unable to locate your tracking information, please contact Customer Care with your order #.

When will my order ship?

Cos Bar orders are processed and shipped within 1-3 business days of payment authorization. If it’s been more than 3 business days, please email your inquiry to Customer Care with your order #.

I don't see any movement on my package tracking.

Our Customer Care team will be happy to look into this for you! Please contact Customer Care with your order #.

What’s your return policy? (store/online)

We want you to be happy with your order from Cos Bar, so if you are not satisfied with your purchase, we will readily accept returns. Just keep in mind that requesting a return and receiving a return label from Cos Bar does not guarantee a refund for the return. Refunds will be honored based on the original return request and on the condition of the products returned.

Please note the following conditions of the return policy:

  • All products must be unused, unopened and in the original packaging.
  • All returns must be authorized by Cos Bar and you must contact customerservice@cosbar.com to receive a prepaid return label.
  • Any unauthorized returns will not be refunded and Cos Bar will not be responsible for compensating your return shipping charges. Once a product is returned to Cos Bar, it will not be sent back to the client even in the event that the returned product(s) is not eligible for a refund.
  • All return requests must be made and received at Cos Bar within 45 days of the purchase date to receive a refund. Any return requests made or returned packages beyond the 45 days of the purchase date will not be eligible for a refund.
  • Cos Bar is not responsible for refunding the original shipping charges unless the return is a result of our error.
  • Once your return package is received at Cos Bar, you will receive a credit memo email to indicate that your refund has been initiated. Please allow 3-10 business days from this date for your refund to be processed.

I received a damaged product!

We’re happy to make this right for you. Please contact Customer Care with the following information:

  • Order #
  • A picture of damaged product(s)
  • A picture of the original packing slip (included in the shipment)

My product is defective/broken!

We’re happy to make this right for you. Please contact Customer Care with the following information:

  • Order #
  • A picture of damaged product(s)
  • A picture of the original packing slip (included in the shipment)

I had an allergic reaction!

We’re happy to make this right for you. Please contact Customer Care with your order #.

How do I request a return?

We’d be happy to send you a return label for qualifying returns. Please contact Customer Care with the following information:

  • Order #
  • What is the reason for the return?
  • Is the product unused and unopened?

Do I have to pay for shipping on a return?

Not at all. Cos Bar will gladly provide you with a prepaid return label.

Can I return something I bought online at the local Cos Bar?

We ask that you reach out to Cos Bar Customer Care instead and receive a return label to ship your return back to us. If you absolutely must take your return to a local Cos

Bar, please note that you refund will not be initiated until the package is shipped and received at our returns facility.

How will I receive my refund?

Your refund will be sent to the original form of payment. Please note that refund process times may vary depending on your financial institution.

What are your hours of operation?

Check out our Store Locator for individual hours of operation. You can reach Cos Bar Customer Care Monday through Friday from 8 am to 5 pm PT.

Where can I find a Cos Bar near me?

Check out our Store Locator to find the nearest Cos Bar retailer to you!

How do I contact my local Cos Bar?

You can contact your local Cos Bar retailer by phone or email. See Store Info & Events.

What kinds of services do you offer and how do I book an appointment?

Cos Bar stores in Aspen (CO), Edina (MN), and Wailea (HI) offer a limited selection of beauty and spa services such as - but not limited to - facials, professional exfoliation, lash extensions, waxing, and more! While our other stores don’t offer these kinds of services, mini makeovers/facials and consultation appointments may be made with our Beauty Specialists. We’d be happy to have you! You can contact your local Cos Bar retailer by phone or email. See Store Info & Events.

Do you sell in bulk for wholesale?

We appreciate the interest, but Cos Bar is a B2C luxury retail company, so we do not sell in bulk for wholesale.

Do you have any plans on opening new locations?

We are always looking for opportunities to open in prime locations across the U.S. If you are a commercial/business real estate agents with a prospective location, please reach out to Customer Care with your information.

I want to make an appointment.

Our Beauty Specialists would be happy to have you! Please contact your local Cos Bar retailer to schedule an appointment.

I want to place an order (by phone).

You may certainly place an order with any of our Cos Bar stores and we will be happy to ship the order to your home. Please contact your local Cos Bar retailer to order now!

How come I can’t order more than 3 units of an item?

At Cosbar.com, we have a maximum of 3 units per product per order.

What methods of payment do you accept?

We readily accept Visa, Mastercard, American Express and Discover, however, international credit cards are not accepted at this time. We also accept Paypal and Amazon Pay.

Can I use a gift card to purchase another gift card?

Sorry, but gift cards can only be redeemed on available products sold on cosbar.com. Services and other gift cards cannot be purchased with gift cards. Learn more about gift cards here.

I was charged twice/multiple times by Cos Bar, but I've only authorized one.

If your order contains more than one item it may have been split to be shipped from more than one location. This might be the reason why you’re seeing separate charges for each invoice on your order. Once your order is fully shipped and completed, the charges should be corrected to reflect the grand total that you have authorized on the order. If you have further questions or concerns about this please contact Cos Bar Customer Care with your order # or call us at (855) 267-2271. Please have the following information handy:

  • Last 4 digits of the credit card being charged
  • Full name of cardholder as it appears on the card
  • The exact dollar amounts charged and the dates of the charges

Why is my gift card not working?

We’re happy to make this right for you. Please contact Cos Bar Customer Care with the following information:

  • Gift card code (back of the card)
  • Any error messages you are seeing on your screen at the time of use

How do I activate my gift card?

We’ll get this done for you! Please contact call or email Cos Bar Customer Care with the following information:

  • Gift card code (back of the card)

What is my gift card balance?

Happy to look it up for you! Please contact call or email Cos Bar Customer Care with the following information:

  • Gift card code (back of the card)

Does my gift card expire, and if so, when?

Gift cards purchased in-store or on cosbar.com are treated like cash and do not expire. If you are being refunded for an order that was paid for with a gift card, the appropriate funds will be credited to that gift card.

Promotional gift cards are issued by Cos Bar and given out during events, as donations, or included in mailers. These do have an expiration date and are limited to one use per customer. Promotional gift cards expire 60 days post-issuance unless otherwise stated. Read more about promotional gift cards here. Cannot be combined with gift cards or promotional gift cards. Promotional gift cards will be honored for any in-store or online purchases during the valid period of the promo card. Promotional gift cards expire 60 days post-issuance unless otherwise stated. Valid purchase periods cannot be modified or changed upon request. Cos Bar is not responsible for replacing lost or stolen promotional gift cards. Cannot be redeemed for cash or store credit of any kind. Promotional cards have no value until activated. Non-transferable.

What happens if I lost my gift card?

So sorry, but Cos Bar is not responsible for replacing lost or stolen gift cards.

My gift card has the wrong balance or has no balance.

Please contact call or email Cos Bar Customer Care with the following information:

  • Gift card code (back of the card)
  • Original balance of the card upon issuance/purchase.

Does Cos Bar price match?

Sorry, Cos Bar does not price match at this time.

Do you offer any coupons?

We offer a discount code for 10% off your first order if you sign up for Cos Bar emails! You can sign up at the footer of our website.

Newsletter Subscription

Is there a discount for professional makeup artists?

Unfortunately, we do not offer any exclusive discounts for professionals at this time.

Is there a discount for purchases over a certain amount?

We do have this discount available during our annual Friends & Family event but not year round.

Why is my code not working?

If you haven't already, please take the following steps to troubleshoot this issue:

  • Make sure that you have entered the code correctly (i.e. change your O’s to 0’s or visa versa).
  • Make sure that you have entered the code under the “Promotional Code” section and selected “Apply”.

Promotional Codes

Still experiencing issues? Please contact Cos Bar Customer Care with the following information:

  • Gift card code (back of the card)
  • Any error messages you are seeing on your screen at the time of use

Can I use my code at a store?

Discount codes are mostly exclusive to online purchases, however, there may be exceptions. Please refer to the page/email where the code was offered for the terms and details of use.

I forgot to redeem my code at checkout.

If your order has not yet been shipped, please contact Cos Bar Customer Care immediately with the following information:

  • Order #
  • Gift card code (back of the card)

What are the general terms of Cos Bar promotions?

Promotional offers are not applicable to Gift Card or eGift Card purchases, out of stock items, items associated with existing auto-replenishment programs, items noted as ineligible, pending purchases, or purchases made outside of the promotional period. All purchases are subject to payment authorization prior to processing. Only authorized purchases will be processed within 1-3 business days and shipped. Processing times may vary depending on volume of orders during promotional period. Cos Bar reserves the right to cancel any order due to unauthorized, altered, or ineligible use of the promotion and to modify or cancel this promotion without notice due to system errors or unforeseen problems. Offer may not be used in combination with any other offer or discount. Other restrictions may apply.

I bought something right before/after the promo period. Can I still receive the benefits of the promotion?

Promotional offers will only be honored during the valid promotional periods and will not be modified or changed upon request.

How does the loyalty program work?

It’s simple! You earn 1 point for every $1 spent (excludes the purchase of gift cards, taxes and/or shipping). Every 100 points can be redeemed as $3 off your purchase, but you can redeem any number of points at any time. Members can also earn extra points leaving product reviews and interacting on social media. Learn more about the B.Cos Loyalty program here.

Do my points expire?

Your total point balance will expire after 364 days of account inactivity (no orders, no reviews, social engagement, etc.).

I placed an order but didn’t get any points.

We’re happy to look into that for you! Please contact Cos Bar Customer Care with the following information:

  • Order # (online) from your confirmation email or Ticket # (in-store) provided on your sales receipt.

General Loyalty Program Terms & Conditions

50 points per review, at the discretion of Cos Bar. Cos Bar reserves to right to decline to post a review, and therefore, to award no points for the review. Points will only be awarded on Cos Bar-approved reviews for logged-in customers who have made a purchase on cosbar.com.

The B.Cos Loyalty Program is provided by Cos Bar, which is solely responsible for the Program operation. Cos Bar reserves the right to change the terms or discontinue the Loyalty Program at any time without any notice. Program members will receive one point for every dollar spent (excludes the purchase of gift cards, taxes and/or shipping). Rewards (dollar credits) cannot be combined with any non–sale related promotional offer, credited to an account, redeemed for cash, or applied to past purchases. Rewards are valid for one use only. If the purchase total is less than the value of the Reward, the difference cannot be credited to any account or redeemed for cash/merchandise credit. In the stores, Rewards will be applied and surrendered at the time of purchase. No additional Rewards will be issued after program termination. Rewards may not be sold or otherwise bartered or transferred. Points are awarded on all of your purchases (net of returns and credits) made in Cos Bar stores, on cosbar.com and on services within a Cos Bar spa. Points will not be awarded on gift card purchases; the redeemer of the gift card will be awarded points upon redemption of the gift card. Points cannot be used towards the purchase of a gift card or toward the purchase of a spa service. Point activity is detailed on your store receipts. In the event of a return/exchange of any eligible purchase that initially earned points, such points will be deducted automatically from the Account that was used for the eligible purchase. Points will be deducted at the same rate as they were earned. If Cos Bar determines that a Program Member has abused any of the Program's privileges, fails to comply with any of the Program Terms, or makes any misrepresentation to Cos Bar, Cos Bar may, in its sole discretion, take such actions as it deems appropriate, including without limitation, suspending such Member's privileges under the Program, revoking any or all of the points in such Program Member's Account, and/or revoking the Program Member's membership in the Program, in each case, with or without advance notice to the Member and without liability to Cos Bar.

How do I choose my free samples?

We don’t currently offer customizable sample options, but we’re going on it! For now, all of our samples are selected at random from the store fulfilling your order. Please expect 3 samples from our top/most popular brands with your shipment.

I want to try before I buy. Can you send me sample?

We are happy to send you a sample of a product you are interested in as long as samples are available. Please note that Cos Bar’s sample selection varies by store location. We encourage you to contact your nearest Cos Bar to request samples where samples may be available to be mailed out to you. Or, if you require further assistance, please call Cos Bar Customer Care at (855) 267-2271.

What is a Gift with Purchase and how do I get one?

Cos Bar offers a variety of gift with purchase promotions on a monthly basis where your purchase can qualify for the gift by meeting a threshold. Details are available monthly on the homepage! Please keep in mind that the promotion runs while supplies last and you may receive a substitute free gift if the GWP you qualified for is out of stock. All purchases are subject to payment authorization prior to processing. Only authorized purchases will be processed within 1-3 business days and shipped. Processing times may vary depending on volume of orders during promotional period. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the promotion and to modify or cancel this promotion without notice due to system errors or unforeseen problems. Offer may not be used in combination with any other offer or discount. Other restrictions may apply.

Where is my Gift with Purchase?

Your online Exclusive GWP may have shipped separately from another location. Please allow additional 2-3 days to receive these if shipped separately and continue to track all of your shipments with the tracking numbers provided via email.

By texting Cos Bar from your mobile device, you agree to receive autodialed messages from Cos Bar on your mobile phone. You will receive no more than 3 texts/mo. Consent is not a condition of purchase. Standard message and data rates may apply. Cos Bar text alerts are compatible with most U.S. and Canadian cell carriers.

What do I get for signing up for Cos Bar Text Alerts?

Get triple B. Cos loyalty points on your next purchase when you sign up for Cos Bar text alerts! To redeem triple points online, use the code received once you opt-in. To redeem in-store, show a beauty specialist your opt-in text during checkout. Valid on one purchase per customer only.

How do I sign up for Cos Bar Text Alerts?

To sign up for Cos Bar text alerts, text COSBAR to 797979.

How do I stop receiving Text Alerts?

You can reply STOP COSBAR to cancel or HELP for help.

We use e-mail addresses to send out newsletters and other announcements with information about Cos Bar's new products, gifts and special features.

How do I subscribe to Cos Bar emails?

If you are visiting cosbar.com for the first time or visit us through a different web browser, you will be greeted with a pop-up inviting you to sign up for emails. You’ll receive a coupon code for 10% off your purchase if you sign up! You can also sign up at any time by submitting your email address at the footer of our website on the bottom right corner.

How do I unsubscribe from Cos Bar emails?

If you no longer wish to be on the mailing list, you can unsubscribe from the mailing list by following the instructions on the email footer. When you sign up to become a B.Cos loyalty member, you can opt out of receiving Cos Bar emails and you will only be sent updates about your Loyalty point balances.