Questions?

Please read the FAQ's below. If you can't find the answer you are looking for our email is at the bottom of the page!

Placing an Order

How do I personalise a coolenator?

To personalise a Coolenator with your own design, photos and text choose the product - Create Your Own. Click on the Personalise Now button to start with your design.

 

How will i know if my photo is high quality enough?

We want to make sure you are completely happy with your gift. That’s why it’s important to use high-quality photos. If the image(s) are not high quality enough to guarantee the best result, you will be notified of this during the personalisation process. If you are shown this warning but choose to proceed anyway, you do so at your own risk. Are you unsure? Please send an email to customer service including your photo. We will then check the quality and let you know.

Payment

What are Coolenators Chamber of Commerce and vat information.

Our Chamber of Commerce number is 34135819 and our VAT number is NL809335529B01.

Which payment methods are available

Coolenator offers a wide range of payment methods to make your payment experience as easy as possible. Choose one of the following payment methods to receive your order as soon as possible:

  • Ideal
  • Credit card
  • Paypal
  • Klarna
  • Bitcoin

Your payment will then be processed immediately so that we can get started with your order right away.

It is also possible to pay via bank transfer. After the payment is received we will start processing your order. This can take up to 2-3 days. Your order will be shipped once the payment has been received. Bare in mind that this could take longer than expected.

Can I pay for my order afterwards?

You can pay for your order afterwards with payment method Klarna or AfterPay. Your order will be made and shipped immediately, you then have 14 days to pay after the order. Paying afterwards via Klarna and Afterpay costs € 0.95.

Can I pay for my order with Bitcoin?

If you want to remain anonymous while purchasing products, paying with Bitcoin is the way for you. Bitcoin is a safe, secure and fast way to pay for your order. Choose Bitcoin when checking out and you will see the Bitcoin address in the next screen.

Are you new to Bitcoin? Check their website for more information.

Will I receive an invoice with my order?

This information is not included with the gift, so the recipient will only see your order! You can find the invoice in the confirmation of the shipment, you will receive it by e-mail as soon as your order is shipped.

Discounts

How do I use a discount code?

You can enter your discount code at checkout. Click om 'Add promo code' and enter your code.

Order Status

What is my order status?

Your order status can be viewed by logging into your Coolenator account. You will receive an e-mail with a tracking link when your order has been shipped.

Shipment & Delivery

What is the delivery time for my order?

For most orders with a delivery address in the Netherlands, delivery within 1-2 working days. For personalized products, a delivery time of 2-3 working days applies. For orders to the UK & Europe a delivery of 5-7 working days applies. For orders to the U.S. a delivery time of 4-9 working days.

When do I not pay shipping costs?

With an order amount above € 20,- we pay the shipping costs. This only applies to delivery addresses in the Netherlands. For Europe & UK it is free shipping on orders above € 35,-. For the U.S. free shipping applies to all orders above € 100,-. Please note that import taxes may apply for orders to the United States and United Kingdom.

How will my order be shipped?

We send all our orders via the Dutch postal service PostNL. In the confirmation of the shipment you can see when your package will be delivered and you will receive the tracking code.

What are the delivery days?

Packages will be delivered to you on Monday to Saturday.

Can I track my order?

Yes! When your order is shipped you will receive an e-mail with a track-and-trace link to follow your order.

My item is delayed. What can I do?

We are sorry to hear that your order has been delayed. Please let us know what your order number is so we can start an investigation with the postal company to find out what happened to your shipment and to hear when they now expect to deliver it.

Contacting Customer Service

How do I contact the customer service?

You can contact us on support@coolenator.com or give us a call on workdays 09:00 - 17:00 on +31(0)297893033

Please note that email is the best method of contacting us as it allows us to keep a paper trail of any issues you may have had with your order.