Política de envío

Dispatch

  • Orders placed before 12:00 (CET), Monday–Friday are shipped the same day.
  • Orders placed after 12:00, or on weekends and public holidays, are shipped the next business day.
  • Personalised and engraved orders are made to order shipped within 1-2 business day.
  • Public holidays and peak periods (December, promotional periods) can extend both dispatch and delivery times.

Delivery times

  • Netherlands: 1 -2 business day
  • Belgium, Germany: 1-2 business days
  • Rest of EU: approx. 3–5 business days, order on time as delays can occur.
  • Outside the EU: approx 5-10 business days,

All timeframes are estimates from the moment your order is dispatched, excluding weekends and public holidays. Once a parcel is handed to the carrier, delivery is outside our control.

Shipping costs

  • Shipping is calculated at checkout based on destination, weight and order size.
  • Orders are shipped with PostNL or DPD. Depending on the country.

Import duties, taxes and customs (orders outside the EU)

All orders are shipped excluding duties and taxes (DAP / Incoterms 2020).

For deliveries outside the European Union - including Switzerland, the United Kingdom, and Norway - you are the importer of record. Import VAT, customs duties and carrier clearance fees are not included in the price you pay us and are charged to you separately by the carrier or customs authority before delivery.

These charges are set by your local authorities. We cannot calculate, prepay or refund them.

If a parcel is refused, unclaimed, or returned to us because import charges were not paid, the outbound and return shipping costs and any customs fees incurred are deducted from your refund.

Address accuracy Please check your delivery address before completing your order. We cannot change an address once a parcel has been dispatched. Parcels returned to us due to an incorrect or incomplete address will be reshipped at your cost.

Multiple orders Our system cannot merge separate orders. If you place two orders, each is shipped and charged separately. E-mail us to combine the orders.

Tracking You receive an order confirmation by email immediately, and a tracking link as soon as your parcel is dispatched. If you have not received tracking within 1 business days, contact us at.

Lost or damaged parcels Report damage or a missing parcel within 5 days after delivery date, with photos where relevant, and we will open a carrier investigation. Carrier investigations typically take 3–10 working days before a resolution or replacement.

Where we ship. If your country is not available at checkout, contact us at support@coolenator.com.