Shipping Policy

Order processing

Orders are processed as quickly as possible after payment has been successfully received.

You will receive an order confirmation by email after placing your order. Once your order has been shipped, you will receive a shipping confirmation with tracking information where available.

Please make sure that your shipping address and contact information are correct when placing your order.

Personalised orders

Personalised and custom-made products require additional preparation and/or production time.

The estimated delivery or production time shown on the product page or communicated to you when ordering applies.

If you wish to cancel or change an order, please contact us at support@coolenator.com within 24 hours of placing your order.

For personalised or custom-made products, production may begin shortly after the order is placed. Once production has started, cancellation or changes may no longer be possible.

Shipping costs

Shipping costs are calculated based on the delivery destination and, where applicable, the size and weight of your order.

The applicable shipping costs will be displayed at checkout before you complete your purchase.

Any free-shipping promotions or thresholds will be clearly displayed on our website or during checkout when applicable.

Delivery times

Estimated delivery times may vary depending on the destination, product availability, personalisation, and shipping method.

Any delivery times displayed on our website or provided in your order confirmation are estimates unless we have expressly agreed to a specific guaranteed delivery date.

We aim to dispatch and deliver all orders as quickly as possible. If there is an unexpected delay with your order, please contact us at support@coolenator.com.

Tracking your order

Where tracking is available, you will receive tracking information by email after your order has been shipped.

Please allow some time for the carrier's tracking information to become active after receiving your shipping confirmation.

Incorrect or incomplete delivery address

Customers are responsible for providing a complete and correct delivery address when placing an order.

If you notice an error in your delivery details, please contact us at support@coolenator.com as soon as possible.

If your order has not yet been shipped, we will do our best to update the address.

If an order cannot be delivered or is returned to us because an incorrect or incomplete address was provided, additional shipping costs for resending the order may be charged to the customer.

Damaged shipments

Please inspect your order when you receive it.

If your order arrives damaged, please contact us as soon as possible at support@coolenator.com and include:

• Your order number

• A description of the damage

• Clear photographs of the damaged product

• Photographs of the shipping packaging where possible

We will review the issue and arrange an appropriate solution.

Lost or missing shipments

If your tracking information shows that your order has not been delivered within the expected delivery period, please contact us at support@coolenator.com.

We will investigate the shipment with the relevant carrier.

If an order is lost in transit before delivery to you, we will arrange an appropriate replacement or refund in accordance with applicable consumer law.

International orders, customs and import charges

For orders delivered outside the European Union, customs duties, import taxes, brokerage fees, or other local charges may apply.

Unless explicitly stated otherwise during checkout, these charges are not included in the product or shipping price and are the responsibility of the customer.

Coolenator has no control over charges imposed by local customs authorities. We recommend checking the applicable import requirements in your country before placing an order.

Delays caused by customs procedures are outside our direct control.

Returns

Shipping an order to you and returning an order are treated separately.

For eligible returns, return shipping costs are the responsibility of the customer, unless otherwise required by applicable law or agreed by Coolenator due to a defective, damaged, or incorrect product.

Personalised and custom-made products cannot normally be returned.

For full details regarding returns, personalised products, cancellations and refunds, please see our Return & Refund Policy.

Contact

If you have any questions about shipping or your order, please contact us:

Coolenator
Nijverheidsweg 17L
3641 RP Mijdrecht
The Netherlands

Email: support@coolenator.com
Phone: +31 (0) 297 893 033
VAT number: NL809335529B01
Chamber of Commerce (KVK) number: 34135819