Returns & Refunds
RETURNS & REFUNDS
A little help,
if it’s not quite right.
Need to return your Coolenator? You can request a return directly through your customer account.
Non-personalised items have a 14-day return period. Sign in with the email address used for your order to get started.
Please wait for your return instructions before sending anything back.
Returns at a glance.
14-day returns
You can request a return for non-personalised items within 14 days of receiving your order. Open the relevant order in your customer account to start your request.
Personalised items
Made especially for you, personalised and engraved items are excluded from change-of-mind returns. If there’s a problem with your order, please get in touch.
Return postage
For change-of-mind returns, postage charges for dispatching and returning the item are not refunded. Contact us before returning a damaged or incorrect item.
How to request a return.
01 · Sign in to your account
Go to your customer account and sign in using the email address you used at checkout.
02 · Request your return
Open the order, choose the return option and select the item or items you wish to return. Follow the instructions to submit your request.
03 · Follow the return instructions
Once your request is approved, follow the return instructions provided. Pack your item securely and keep your proof of postage. We’ll check the item when it arrives and contact you about the refund.
Something wrong with your order?
Damaged or incorrect item
We want to help put it right. Email us with your order number, a description of the problem and clear photos of the item and packaging. Please contact us before arranging a return.
A problem with personalisation
If your personalised item arrives damaged, incorrect or with a production issue, contact us with your order number and photos. The change-of-mind exception does not mean you should be left without help when something is wrong.
ALL THE DETAILS, IN ONE PLACE
Returns & replacement conditions.
- You can return non-personalised items within 14 days.
- Request your return through your customer account and follow the instructions provided before sending anything back.
- We offer refunds, but postage charges for dispatching or returning items are not refunded.
- We reserve the right to refuse a refund for items showing wear or damage since dispatch.
- Personalised products are excluded from change-of-mind returns. If your item arrives damaged, incorrect or with a production issue, contact us with your order number and photos.
A few useful answers.
Can I return a personalised Coolenator?
Personalised and engraved items are excluded from change-of-mind returns because they are made for you. Please contact us if the item is damaged, incorrect or has a production issue.
What condition should my return be in?
Keep the item unused and protect it during return shipping. Items showing wear or damage since dispatch may not qualify for a refund. Contact us first if you’re unsure about your item.
Where should I send my return?
Start your return through your customer account. Once the request is approved, follow the return address and instructions provided. Please wait for these details before posting your parcel.
When will I hear about my refund?
We’ll contact you after receiving and checking your returned item. If you have already sent it, email us with your order number and tracking details so we can help.
Can I exchange my item?
Tell us which item you have and what you would prefer. We’ll explain the available options for your order before you send anything back.
I can’t find my order or the return option.
Check that you signed in with the email address used at checkout. If you still can’t find the order or request a return, email support@coolenator.com with your order number and we’ll help.
WE’RE HERE TO HELP
Talk to the people
behind your Coolenator.
Send us your order number and a few details. We’ll help you work out the next step.
