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!
Product Information
Start by putting the removable freezer bullet in the freezer. We recommend a minimum of 8 hours for opitmal cooling power. This may vary depending on how full your freezer is and at what temperature. When not using the Coolenator leave the freezer bullet in the freezer. This way is will always be fully charged to cool.
We do not recommend putting the Coolenator in the dishwasher. This could damage the outer design. To clean it we recommend using a damp cloth without harsh chemicals.
Placing an Order
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. For more information on the personalisation design tool visit this page.
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
Our Chamber of Commerce number is 34135819 and our VAT number is NL809335529B01.
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.
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.
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.
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
You can enter your discount code at checkout. Click om 'Add promo code' and enter your code.
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
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.
With an order amount above € 35,- we pay the shipping costs. This only applies to delivery addresses in the Netherlands. For Europe & UK it is free shipping on orders above € 50,-. 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.
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.
Packages will be delivered to you on Monday to Saturday.
Yes! When your order is shipped you will receive an e-mail with a track-and-trace link to follow your order.
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.
Returns & Exchanges
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer free returns for 30 days from the date of delivery/receiving of order.
To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) must be in the original packaging, which must be in original condition.
If for any reason you are wanting to return your Coolenator we are happy to help. We offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Sadly, we know that sometimes Coolenator is just not quite the right fit for some. You can certainly return your Coolenator to us for a full refund, provided it is returned within 30 days.
*Please note: all Coolenator's must be returned in as new condition to be eligible for a return.
Another design caught your eye? It happens – trust us, our collections are full of awesome prints! You can certainly return your Coolenator to us for an exchange to a new design, provided it is returned within 30 days.
We’ve got you covered here too. All returns (for both refunds and exchanges) will be covered with a free return shipping label that we are happy to organise for you, which means no expenses at the post office! Just contact our friendly team at support@coolenator.com and they will be able to help you with the details.
Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 5-7 business days to process into your account, depending on your bank.
Contacting 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.
We are always striving to be the best so we love hearing your thoughts. We also love hearing how and where you use your Coolenator, as it cools our hearts to see our Coolenators being loved out in the big world. Should you have any feedback for us, please feel free to email us at support@coolenator.com
Want to leave a review with a photo? Yes please, we love seeing the Coolenator doing what they do best! Head to our home page to leave a review.
