FAQs

I just placed an order, when will it ship? How long does shipping take?

Each product is specifically made for you. It takes around 48 hours to prepare your order for shipping. After that, you can expect to receive it within 3-6 business days (shipping times might slightly vary depending on your location). With each order, you receive a tracking number so that you can follow your order throughout the shipping process.


I am not convinced with the product I have received. Can I return it? What if it has defects? 

Since each product is specifically generated when you place an order, we unfortunately cannot accept returns due to “buyer’s remorse” at the moment. For this reason, we encourage you to take a close look at the SIZE CHARTS: As our sizes tend to run small, we recommend choosing a size up in case your measures fall between two sizes.

We aim to provide you with good quality apparel, that’s why we offer a 100% money back guarantee if the received product is defective or damaged. You have 30 natural days from the moment you receive your order to return the product. If this is your case, please contact us through the “Contact Us” form and we’ll provide you with the process details.


I have entered an incorrect address, what can I do now?

If you have misspelled or just would like to change the delivery address, notify us via email at info@thecooldna.com with the new address. This can only be done within the first 24 hours after purchasing the item, so we advise you to check all your personal information before placing an order! After 24h, no change or refund can be accepted.


How can I contact you?

If your question was not answered above, please send us an email to info@thecooldna.com or reach out to us through our “Contact Us” form and we will be happy to help you in any possible way!

If you have any questions regarding your order or would like to report a problem, please also include your order number and a detailed description of the issue.

 

I have some suggestions, feedback and/or ideas; how can I tell you about them?

We would love to hear about your feedback, it helps us improve! You can reply to this short survey (link) or, for more detailed/specific suggestions, reach out to us at info@thecooldna.com