Help Center, Your Question's Answered!

Welcome to our FAQ section, where you'll find answers to a variety of questions related to Coolenators. Whether you're wondering how to use your Coolenator or have inquiries about shipping and delivery, you'll discover the information you need right here.

If you can't find the answer you're looking for, please don't hesitate to reach out to us; our contact email is located at the bottom of this page

Product Information

How to use the Coolenator wine cooler?

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. For more information on how the Coolenator works visit our how it work page here.

Can i put my Coolenator in the dishwasher?

We do not recommend putting the Coolenator in the dishwasher. This could damage the Coolenator. To clean it we recommend using a damp cloth without harsh chemicals.

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 design button to start personalising. For more information and help using the design tool visit this page.

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

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.

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. If you did not receive the invoice please send us an e-mail and we will forward it on to you.

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 € 50,- we pay the shipping costs. This only applies to delivery addresses in the Netherlands, Belgium and Germany. For the rest of Europe & UK it is free shipping on orders above € 75,-. 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.

Please fill in location at checkout to see delivery costs for where you are located.

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.

Returns & Exchanges

Do you have a return policy?

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.

How long do I have to return my Coolenator?

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.

Can I return my Coolenator for a full refund?

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.

Do I need to pay for the return?

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.

How long before I receive my refund?

 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. 

Can I return my personalised Coolenator?

We do not accept returns for personalized items as they are uniquely crafted to your specifications, making them unsuitable for resale. Our commitment to delivering quality, one-of-a-kind products means that once personalized, these items cannot be returned or exchanged, ensuring that you receive the exact product you requested.

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.

How do I provide feedback?

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.

Coolenator personalised winecooler, wine time, polaroid gift

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