Customer service

What are the opening hours?

Our opening hours are:

  • Monday 9.00 AM - 5.00 PM
  • Tuesday 9.00 AM - 5.00 PM
  • Wednesday 9.00 AM - 5.00 PM
  • Thursday 9.00 AM - 5.00 PM
  • Friday 9.00 AM - 5.00 PM

Except on public holidays.

How can I get in contact with custosmer service?

Our customer service can be reached on weekdays at:

When will I receive a response?

We do our best to answer your question/message, on working days, within 24 hours. Sometimes this may take longer, due to enquiries to another department within PE Cosmetics or external parties. In this case, we will inform you that we are working on your message.

Account

Create account

As a professional, a certified stylist, you can place an order with PE Cosmetics' webshop. Creating an account is very easy.

At the top right of the website, there are three icons: search function, 'doll' and shopping basket. To create an account, click on the 'puppet' icon.

You need to log in with your e-mail address, after which you will receive an e-mail from Shopify. In this e-mail, you will receive a 6-digit digit code, which you must enter on the website. Please note: the 6-digit code can only be used once and is only valid for 15 minutes (from the moment of receipt).

Are you logged in? Then you will see your account overview with recently placed orders.

What is a professional?

PE Cosmetics offers professional eyelash and eyebrow products. Our professional customers consist mainly of eyelash stylists, beauty salons, and hair salons. Our professional products are for your own use in your salon, but also for sale such as the Care & Cosmetics line. Are you active in the beauty industry, and preferably in possession of a valid Chamber of Commerce number and VAT number? Then you can create a professional account, buy our products at wholesale prices and benefit from advantages. Create your professional account via the website.

Consumers

As an individual (consumer), a visitor to the studio, you can purchase the products you want on location.

Orders from the webshop that only include Care & Cosmetics products are therefore checked. And where necessary, contact is made, to verify the data and use.

Purchase order

Placing an order

Placing an order is very easy.

First you need to create an account and log in. Then you will see the price list (excl. VAT) of the products, and the function 'add to cart' will be available. This allows you to add the desired products to your shopping basket, provided they are in stock. Then proceed to checkout, and complete the order by paying. Once you have completed the payment, you will receive an e-mail confirmation.

Can I place an order by phone?

Unfortunately, it is not possible to place an order by phone, you can only do this online via the webshop. This way, we immediately have the correct details and payment, and your order can be prepared.

Order confirmation

After placing your order, you will receive an order confirmation from us. Did you not receive this e-mail? Check your junk mail or spam box. If you do not find it there, something probably went wrong when entering your details.

Tip: Log in to the website, because in your online account overview you will find your placed orders.

Do you still have a question? Feel free to contact our customer service.

Can I add another product to my placed order?

Please contact the customer service before 4.00 PM, the same working day, so the possibilities can be looked into. Otherwise, you have the chance that your order has already been shipped, and then no adjustment can be made.

Cancel order

Do you want to cancel your order?

If you want to cancel your order, please notify our customer service by e-mail before 4.00 PM on the same working day, so that they can process the cancellation in time before the parcel is dispatched. Is the order already sent? Then it cannot be cancelled at the webshop. In this case, we ask you to request a return via the customer service by e-mail.

What is the status of my order?

You can view the status of your order by logging into the PE Cosmetics website with your account details. Under orders, you can click on the desired order to view more information.

Status Pending

This means that you pay via bank transfer. Payment must be made within 3 working days. Upon receipt of payment, your order will be processed as soon as possible. You do not make payment within 3 working days? Then the order will be cancelled.

Status Processing

You have placed the order and the payment has been made, and your order will be processed. Have you placed it on a working day before 4.00 PM? Then your parcel will be dispatched the same working day, excluding public holidays.

Status Complete

Your order has been processed at wholesale and the parcel is ready to be dispatched or collected.

Status Canceled

Your order has not been paid for properly or on time, which means the order has been cancelled. Do you wish to receive the order anyway? Then you need to reinsert it.

Do you still have questions? Please contact the customer service. Please state your order number, so that we can help you as quickly as possible.

What is the guarantee?

Guarantee conditions difer from product to product. Do you experience problems with a product?

Please take clear videos and/or photos and send an e-mail to the customer service. Clearly state the problem and your order number. So they can check the details and help you further.

Payment

Payment methods

We like to make the payment process as easy as possible for you*.

Therefore, we offer you several ways to pay for your order, see below:

  • iDeal
  • Mistercash
  • Paypal
  • Bancontact (bank transfer) - Once your payment is received, we will confirm it and send the order as soon as possible.
  • Maestro
  • Visa
  • Riverty (Afterpay)
  • Bank transfer - Once your payment is received, we will confirm it and send the order as soon as possible.

* PE Cosmetics is not liable for any errors in the payment process.

Discount code

Redeeming a discount code is easy.

The first step is to go to your shopping basket and there you will see a field where you can enter the discount code.

Enter the discount code here and add the discount code by clicking on the 'apply' icon.

After this step, the discount will be deducted from the total amount (excluding shipping costs).

Where's my invoice?

We do not send invoices with your order in the package.

You will receive a separate e-mail in which you can download the invoice from.

Delivery

What are the shipping costs?

The Netherlands

Standard shipping costs within the Netherlands are € 4.95. Do you place an order from € 25,- excluding VAT? Then we will ship your order for free within the Netherlands.

Belgium

For Belgium, the shipping costs are € 9,95. Do you place an order for Belgium with an amount from € 100,- excl. VAT? Then we will ship your order to Belgium for free.

Foreign shipments

For shipments abroad, excluding Belgium, the standard shipping costs are € 24.30. After the order has arrived at wholesale, the exact shipping costs will be calculated, and it is possible that you as a customer will have to pay extra shipping costs for the shipment.

What is the delivery time?

We aim to deliver your order as quickly and efficiently as possible to your selected delivery or pick-up address.

Do you order on working days before 4.00 PM? Then your parcel will be dispatched the same working day, provided you use a direct payment method. Within the Netherlands and Belgium, the average delivery time is 1 - 2 working days.

Would you like to order to a delivery address outside the Netherlands or Belgium? Ask our customer service about the expected delivery time.

How do I change my delivery address?

Would you like to have your order sent to a (new) different address? Enter the desired delivery address under the 'new address' heading during the ordering process, and select it as the delivery address.

Can I collect my package from a PE Cosmetics studio?

Would you rather collect your order, because you are not sure if you will be at home at the time of delivery? It is possible to collect your parcel at the PE Cosmetics head office in Harderwijk. Choose the delivery method 'Pick-up locations - Harderwijk (direct pick-up)'. Your order will be ready for pick-up on the same, or next working day.

Can I collect my parcel from a Pick-up Point?

Would you rather collect your order, because you are not sure if you will be at home at the time of delivery? You will receive a track & trace via e-mail, in which you can change the settings and choose to get the parcel delivered at a Pick-up Point. You will be notified when the parcel is ready for pick-up. You have 7 working days from the delivery date to collect your parcel from the Pick-up Point. You will not collect the parcel? Then your parcel will be automatically returned to PE Cosmetics.

How can I trace my parcel?

It is very important to us that you are informed about your order and delivery. Therefore, we make sure you always receive the following information via e-mail:

  • Order confirmation from PE Cosmetics
  • Shipping confirmation from the shipping company (including track & trace code)
How can I view my track & trace code?

Log in to the PE Cosmetics website with your account details, click on orders and choose the correct invoice. Then click on sent order and here you will find your track & trace code. If you still have questions about your order, feel free to contact our customer service.

I have not received my parcel. What now?

Did you not receive your parcel at the planned time?

Check the track & trace code of the parcel:

You will find the track & trace code in the shipping confirmation from the shipping company. Check via this link, on the track & trace page, whether the time slot of the delivery may have moved.

Delivery address is incorrect:

Is the delivery address you entered correct? You can check this in your order confirmation.

Do you still have questions? Please contact the customer service by e-mail. Please include the problem, your order number and track & trace in the message so we can help you as quickly as possible.

Backorder / pre-order

How annoying that an item is missing from your order, apologies for the inconvenience.

Is the note 'backorder' on the packing slip? This means that the item will be post-delivered as soon as possible. Unfortunately, the item was temporarily sold out.

Do you have a question about your backorder? Feel free to contact the customer service. Don't forget to mention your order number and missing product, so we can help you as soon as possible.

A product is missing

Unfortunately, something may have gone wrong when processing your order. Sorry for the inconvenience. Is there no note on the packing slip? In this case, we ask you to contact customer service by e-mail. Don't forget to mention your order number and missing product, so we can help you as soon as possible.

Damaged product

Unfortunately, something may have gone wrong with the processing and shipping of your order. Apologies for the inconvenience.

First, please take pictures of the entire package and the contents of your parcel immediately.

In this case, please contact the customer service via e-mail. Don't forget to mention your order number and missing product, so we can help you as soon as possible.

Exchanges and returns

Can I exchange a product?

Did you accidentally order the wrong product? That can happen. Please feel free to contact the customer service via e-mail, don't forget to have your order number handy, so that they can look into the possibilities.

Can I return a product?

Online order

Please contact our customer service before returning. Please include in the e-mail your order number, the product and reason for return. So that you can be informed about the conditions and policy.

Store purchase

For returns, please contact the location where you made the purchase. Mention your order number, the product and reason for return. So that you can be informed about the conditions and policy.

Important

Returns can be made up to 14 days from order or purchase date. The product must be unused, and must be in its original packaging.

When will I receive the credit/refund?

As soon as we receive the return, we will check the products. And finalise your request where possible.

As soon as the credit invoice has been processed, you will receive a confirmation e-mail. The refund will then be processed within 7 - 14 working days via your chosen payment method.