Política de envio

We dispatch Coolenator orders from the Netherlands. Here’s what to expect when placing your order.

Dispatch times

• Non-personalised orders: Orders placed before 12:00 noon, Netherlands local time, Monday to Friday, are normally dispatched the same business day.

• Orders placed after noon, on weekends or on public holidays are normally dispatched the next business day.

• Personalised and engraved orders: Normally dispatched within 1–2 business days.

Public holidays, December and promotional periods may extend dispatch and delivery times.

Estimated delivery times

The following estimates begin after dispatch:

• Netherlands: 1–2 business days.

• Belgium and Germany: 1–2 business days.

• Rest of the European Union: Approximately 3–5 business days.

• Outside the European Union: Approximately 5–10 business days.

Delivery times are estimates. Weekends, public holidays, customs checks and carrier delays may affect arrival.

Ordering for a special occasion? Contact support@coolenator.com before placing your order so we can advise you.

Shipping costs

Shipping costs are calculated at checkout based on your destination, parcel weight and order size.

We normally ship with PostNL or DPD, depending on the destination.

If your country is not available at checkout, email support@coolenator.com to discuss delivery options.

Tracking your order

You will receive an order confirmation by email after placing your order and a tracking link when your parcel is dispatched.

If you have not received tracking after the applicable dispatch period, please check your spam folder and contact support@coolenator.com with your order number.

Orders outside the European Union

Orders shipped outside the European Union are sent on a Delivered at Place basis (DAP, Incoterms 2020).

For destinations including the United Kingdom, Switzerland and Norway, import VAT, customs duties and carrier clearance fees are not included in the amount paid to us at checkout. These charges are payable by the recipient and may need to be settled before delivery.

Charges are determined by local authorities and the carrier. Customs processing may also extend delivery times.

We cannot refund charges paid directly to customs authorities or carriers. Please contact the relevant organisation about any available reimbursement.

If a parcel is refused, unclaimed or returned because import charges were not paid, contact us to discuss the next steps. Any deductions from a refund will be limited to actual costs recoverable under applicable law.

Delivery addresses

Please check your delivery address carefully before completing your order.

If you notice an error, contact us immediately. We cannot guarantee an address change once your order has been processed or dispatched.

If a parcel is returned because the address you supplied was incorrect or incomplete, additional shipping charges may apply for resending it.

Separate orders

Separate orders are normally processed and shipped individually, with shipping charged for each order.

If you would like us to combine orders, contact us immediately after ordering. We cannot guarantee that this will be possible or that shipping charges can be adjusted.

Delayed, missing or damaged deliveries

If tracking shows a problem, your parcel has not arrived within the estimated delivery period, or an item arrives damaged, email support@coolenator.com with your order number.

For damaged deliveries, please include photos of the item and packaging and retain the packaging where possible.

We may open an investigation with the carrier. Investigations typically take 3–10 business days, although some cases take longer. We will keep you informed and arrange an appropriate solution.

Please report problems promptly so we can investigate. Carrier investigations do not remove or limit your statutory consumer rights.

Returns & refunds

You can request a return through your customer account.

For return eligibility, instructions and refund information, please read our Returns & Refunds policy.

Need help?

Email support@coolenator.com with your order number and we’ll help you with the next steps.