Customer Support

Frequently Asked Questions

How can we help?



We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

I haven't received tracking, has my order shipped?

We'll send you tracking info when your order ships. Shipping may take up to 2 weeks or 3 weeks on special discount days (like Black Friday), so no need to worry. You should have received an order confirmation within 24 hours of placing your order. If you haven't received tracking info within 3 weeks of getting your order confirmation,contact us and we'll check it out.

The wrong ship-to information is on my order, how do I change it?

No problem - contact us with your order # and the correct shipping address and we'll make the change if the order hasn't shipped. 

If the order has shipped, the package can be refused at the address, and once we receive the unopened package with unused items back in our warehouse we will issue you a refund.

You will receive 2 emails from us:

  1. Notification we have received your order back in the warehouse (it can take up to 2 weeks to return to our warehouse)
  2. Notification we have issued you a refund (it can take up to 3 weeks for the refund to be made, depending on the workload of the warehouse and apothecary)
Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

Do you offer rushed shipping?

Yes. We offer expedited shipping. All orders are subject to a 2 day processing period, at our warehouse, while they get sorted and packed. Once shipped, your order will be in transit according to your shipping method at checkout.

Returns & Refunds

I haven’t seen my refund applied to the original payment method: 
  1. Double-check that you received a confirmation email from us that we received your return.
  2. Allow 3 weeks processing time from the return date.
  3. Double check the original payment method for the refund status.
  4. If you still don’t see it, contact your credit card company or bank for refund status

If the refund is still pending, contact us for assistance.

30 Day Money Back Guarentee

If you don't absolutely love your Kossma purchase, simply email our support team and we will exchange or refund your order, within 30 days of purchase.

Product Inquiries

Are your skincare products pregnancy- and kid-safe?

You bet! Our formulations are designed to ensure that every product is safe for both pregnant women and children. We use only natural ingredients in our formulations and maintain their percentages within a range that is both effective and non-interfering with the growing bodies of mothers and children. 

Our products have received glowing reviews from moms who have reported that their children love the feel of our tallow-based products on their faces, and we are thrilled to know that they are receiving nourishment through their skin as well.

What is the shelf life of your products?

2 years for skincare, 1 year for supplements.  Our serums, oils, and salves go a long way and stay fresh throughout their use. Supplements should be consumed within a year to ensure full potency.

What Kossma Beauty products should I use and how do I work with  them?

We have several resources will guide you on selecting the best skincare and supplement products for your needs : 

Skincare Cheat Sheet
Skincare Methods
Supplements Cheat Sheet

I have a skin issue and would like help understanding it and how to treat it. 

We can’t diagnose skin issues and suggest our customers seek advice from qualified dermatologists.

We do, however,  have resources that will guide you on symptoms and recommendations of our products and protocols using our own products:

Skincare Cheat Sheet
Skincare Methods
Supplements Cheat Sheet




Can I exchange my item(s)?

We do not offer exchanges. If you’re unsatisfied with a product for any reason, you can return it for a refund within 30 days of receipt and contact us.


Can I add to an existing order?

Yes! If your order hasn't shipped yet, you can add to it. Please submit your request through our contact form with your order details and we'll send you an invoice for the additional items. You won't get a regular order confirmation since it's a bit of a bypass, but we'll give you a receipt and include the add-on in the tracking info when we send it.

Get in touch

Have questions about your order, or a general enquiry?