Frequently asked questions from our customers

🚚 DELIVERY & SHIPPING

📦 What are the delivery times?

Our average delivery time is 5 to 12 business days, depending on your country. During peak periods (especially Christmas), this may vary slightly.

🌍 Do you deliver everywhere?

Yes! We deliver:

• France / Belgium / Switzerland
• DOM-TOM
• Europe
• Africa & America

Delivery is tracked and secure everywhere.

🔎 How can I track my order?

As soon as your order is shipped, you will receive an email with your tracking number . You can then track your package in real time.

📭 I haven't received my tracking number?

It is sometimes sent 24 to 48 hours after the order.
If you can't find it, contact us at:
📩 support@cosylumix.com

💳 PAYMENTS & SECURITY

🔐 What payment methods do you accept?

• Bank card (Visa, Mastercard, Amex)
• PayPal
• Apple Pay / Google Pay
• Payment in 2 or 3 installments (subject to availability)

All payments are 100% secure via SSL protocol.

🛡 Are my bank details protected?

Yes. We have no access to your bank details. Transactions are processed through our PCI-DSS certified partners.

🎁 GIFTS & CHRISTMAS

🎄 Are the products suitable for Christmas?

Absolutely! HoverGalaxy™, 3D Fireplace™ and CineLuxor™ are our Christmas bestsellers. They bring light, atmosphere, magic and entertainment.

🎁 Can I give your products as a gift?

Yes! The packaging is elegant and suitable for immediate gifting.

✨ Do you offer gift wrapping?

This option is available depending on the period. Contact us before placing your order.

🛠 GUARANTEE & RETURNS

🕊 What is your return policy?

You have 30 days to return your product if you are not satisfied.

🛡 Are CosyLumix™ products guaranteed?

Yes! All our products come with a 24-month warranty.

📮 How to make a return?

Contact us at:
📩 support@cosylumix.com
We will guide you step by step.

💰 When will I receive my refund?

Once we receive and verify your product, the refund will be processed within 3 to 7 days .

💡 TECHNOLOGY & USAGE

🌀 Is HoverGalaxy™ suitable for children?

Yes! The ball is made of a flexible and safe material:
✔ Shockproof
✔ Automatic shut-off upon contact
✔ Suitable for ages 6 and up

🔥 Does the 3D Fireplace™ heat up?

No! The flame effect is visual (steam + LED).
👉 0 heat, 100% safety.

🎥 Can you project onto the ceiling with CineLuxor™?

Yes! The 270° swivel mount allows you to project onto the ceiling, wall or at an angle.

📱 Does CineLuxor™ play Netflix and Youtube?

Yes, thanks to the integrated Android 12 Smart TV .

🔋 How long do the devices last?

• HoverGalaxy™: 8 to 10 minutes per charge
• 3D Fireplace™: up to 5 hours
• CineLuxor™: lamp life up to 50,000 hours

🧩 ORDERS & CUSTOMER SERVICE

✏️ I want to modify/cancel my order, is that possible?

Yes, within 2 hours of purchase. After this time, the order may already be in preparation.

📦 My order arrived in several packages, is this normal?

Yes, some products ship from different warehouses. You will still receive all items.

🙋 How to contact your support team?

By email:
📩 support@cosylumix.com
Response within 12 to 24 hours.

🧸 SAFETY & CERTIFICATIONS

Do the products comply with CE standards?

Yes, all our products are CE & RoHS certified.

Are there any risks of burns with the 3D fireplace?

None. It doesn't heat up. Suitable for children and pets.

📦 AFTER RECEIPT

How do you care for your products?

• HoverGalaxy™: Clean the case with a dry cloth
• 3D Chimney™: Empty the water every 2–3 days
• CineLuxor™: Clean the lens with a microfiber cloth

Can I request a video demo?

Yes! Contact us and we will send you a full demonstration.

🎁 Need help?

Our CosyLumix™ team is available 7 days a week to assist you.
📩 support@cosylumix.com
💜 CosyLumix™ – Light, warmth, magic.