Products

Are the products safe? We have always guaranteed maximum levels of quality, safety and efficacy for every single product and for all the ingredients used, for this reason our products are developed in compliance with the CEE and USA-FDA (Food&drug Administration) regulations.

Do products have an expiry date? Cosmetic Regulation 1223/2009 provides that the indication of the date of minimum durability is not mandatory for products with a minimum durability exceeding thirty months. However, for these products, on the label is reported an indication related to the period of time in which the product, once opened, is safe and can be used without harmful effects for the consumer (PAO - Period After Opening). 


Where can I find the list of ingredients? The list of ingredients can be found on the product. If you want to know which products contain a particular ingredient, the Customer Service will provide you with the list of products in which it is contained. 

What is the wishlist? In the wishlist you can save and always have at hand the items you love more. Adding a product to the wishlist is very simple. Just click on the star inside the product sheet. The item will be added automatically to your wishlist. 

Payment

What payments are accepted on the store? You can pay with the most common credit cards such as Visa, Mastercard and American Express. We also accept payments via Paypal.

Can I pay by bank transfer? At the moment it is not possible to pay your order through bank transfer.

Are payment and credit card charges safe? When you place an order and communicate your payment details, your credit card details are protected from unauthorized access by encrypted transfer of SSL data, not accessible to third parties. 

What should I do if a payment fails? Before proceeding with the payment, make sure you have all the necessary data available to make the payment correctly. The reasons why the transaction may not be successful, can be different: you may have reached the maximum monthly spending limit or not have enough credit available; you do not have the Secure Code issued by your bank for online transactions; Your session may have expired; your card circuit may have problems. We cannot be responsible for any delays due to a non-payment order.

Orders

Do I need to be registered to buy? You do not need to be registered to buy, but you will not be able to view orders placed in your private area. 

Filling the cart forces me to purchase? You can fill your shopping cart without completing the entire purchase process.

Is there a minimum purchase amount? No, insert everything you desire into cart, regardless of cost and quantity. 

How does the promotional code work? The promotional code is a discount voucher that is provided to you to take advantage of special promotions, if you are registered to our newsletter. If you have it, you can insert the code in the cart: the discount will be calculated and displayed automatically.

How do I place an order? Placing an order is very simple:
- select the products you would like to buy and add them to the cart
- enter your billing and shipping address 
- choose the type of payment and confirm the order
- within 24 hours, you will receive a confirmation email with your purchase details.

Can I place an order by email or phone? Sorry, we only accept orders placed on our official website www.cotril.ie. We remind you that you can still buy our products in the Cotril Salons and Cotril Center.

Is it possible to modify an already completed order? Once the order has been confirmed, it is not possible to change the order and the delivery address as the products are already being prepared. We set very tight deadlines to ensure delivery in the shortest possible time.

Is it possible to cancel an already completed order?  We invite you to place your orders with extreme care, as once your order is confirmed, it can no longer be cancelled. We set very tight deadlines to ensure delivery in the shortest time possible.

Gift Cards

Where can I buy an e-Gift Card? You can purchase your e-Gift Card exclusively on Cotril.ie

Where can I use an e-Gift Card? You can use your e-Gift Card exclusively on Cotril.ie

What is the validity of the Gift Card? The e-Gift Card is valid for 1 year from the activation date.


Will I receive a physical e-Gift Card? No, the e-Gift Card is exclusively virtual.

Can I buy and give an e-Gift Card? Of course, you can buy an e-gift card and decide which e-mail address to deliver it to.

Do I have to use the e-Gift Card amount in a single solution? No, you can spend the amount of your e-Gift Card in even more purchase solutions, until the amount is over.

How can I check my e-Gift Card balance? Please email us at support@cotrilhaircare.ie

Can the e-Gift Card be recharged? Sorry but the Gift Card cannot be charged.

Can the e-Gift Card be used during promotions and sales? Yes, the e-Gift card can be used both during promotions and sales.

Can the e-Gift Card be used to purchase another e-Gift Card? Sorry, but you cannot use an e-Gift Card to purchase another e-Gift Card.


I lost/damaged my e-Gift Card: what can I do? We are sorry, but we are not responsible in case of theft or loss of an e-Gift Card. The same cannot be blocked, replaced or refunded in case of loss or theft.

Can I return a product purchased with the e-Gift Card? Of course, you can also use the right of withdrawal for products purchased with e-Gift Card.

How is the refund made ? An additional e-Gift Card equal to the amount to be refunded will be issued.

Shipments

In which countries does the shipment take place? We deliver throughout Ireland at the moment.

How much is the shipment? Shipping cost is €5 for orders below €49. Otherwise you will get FREE shipping when you spend €49 and more. Orders will be shipped next day with An Post. Excluding bank holidays and weekends.

What are the delivery times? We promise to deliver your products within 3-4 working days after receiving your order, excluding Saturday and Sunday. We do not guarantee such timing at particular times of the year (holidays, Black Friday, etc.), in case of strikes of couriers or for reasons of force majure (weather conditions). We recommend that you always check that the address you entered for delivery is correct before confirming your order.

How do I track an order? You will receive an order confirmation e-mail and an e-mail when the order is delivered to the express courier, with a link to verify the route of your parcel from the taking charge of the courier until the actual delivery. Please note that the tracking code should be activated within a few hours of receipt of communication.

Returns and Refunds

By when can I make the return? The return request must be made withinand no later than, 14 days from the date of receipt of the package calendar. 
The costs of return-shipping your product are at your own expense.

Can I partially or totally withdraw from my order? You have the right of withdrawal for one or more products purchased online. The products must be in perfect condition, unused, accompanied by their original packaging and complete with any accessories and instructions. 

What is the return method? If you want to make a return, follow these simple steps:
- contact customer service at the address return@cotrilhaircare.ie to communicate the wish to withdraw from the order and require the authorisation code to proceed   with the refund;
-  We will send out the return form (via e-mail) together with the authorisation code received by e-mail;
-  prepare the package as accurately as possible to protect it during transport and insert inside the completed form;
-  cut out and affix the label, with the address of the addressee, outside the package;
- deliver the package to your trusted courier (keep the receipt until you receive the refund confirmation).
Parcels sent at the addressee's expense will not be accepted. 

How is the refund for orders ? The refund (equal to the sum of the returned items, excluding shipping costs ) is made with the same payment used at the time of purchase. The time of refund is on average 15 working days, starting from the moment the returned product has reached our warehouse. In case of payment with credit card, we remind you that the time required to view the refund on your account depends on the issuing institution of your card. 

What should I do if I receive a defective/broken/damaged product? We only sell items in perfect condition, so if in exceptional cases you receive a defective/broken/damaged product, please contact our Customer Service support@cotrilhaircare.ie,  attaching a photographic documentation of the products received.

How to contact us

Our Customer Service is available at the following times:
8:30 - 17:30 from Monday to Friday, excluding holidays.

You can contact us:
- by whatsapp: +353 870684422

- by e-mail: support@cotrilhaircare.ie

- by telephone: +353 870684422