Returns & Refunds

Cancellations

If you have changed your mind and wish to cancel your order please contact Customer Services on 01787 881144 as soon as possible. If this is outside office hours please use our contact us form. We also recommend calling as soon as the office reopens. If your goods have not already been dispatched we will cancel your order and process a refund. In cases where the order has already been dispatched you will need to return the goods to us at your expense, once goods have been received we will process a refund.

Refunds & Exchanges

Please note all full price purchases must be received for refund or exchange within 14 days of purchase or returned by 14th January if purchased in December for a Christmas present. Goods must be returned in their original condition, unworn and with all tags/labels in place.

UK

The cost of postage for returns is your responsibility, however you may contact us for a returns postage label and the cost of £5.00 will be deducted from the refund. If you prefer to have an exchange you may contact us for a returns label at the cost of £5.00, the postage for the replacement item will be free of charge.

EU Countries & Rest of World

We can accept returns from outside the UK but please be aware that you will be responsible for the cost of shipping, including any taxes and duty. Also please be aware that the original duty and taxes cannot be reimbursed.

Returns

Please use the contact us form on our website to get a returns number. Please state your order number and the item/s to be returned along with the reason for return. If you require an exchange please advise us at this time which item you would like to exchange. We will advise availability along with the returns/exchange number.

If you are in the UK please advise at this point if you would like a returns postage label.

Once you have a returns number please complete the returns/exchange section on your despatch note.

Please include the returns/exchange note with your goods and return them to us in their original outer packaging or in suitable protective packaging (please help us to be more sustainable by protecting the inner box so that this can be re-used).

Return goods to:-
Coolcasc
c/o Manbi
Milner Road
Sudbury
Suffolk
CO10 2XG

We strongly recommend you use a recorded/tracked service and obtain proof of postage from your chosen courier.  Without proof of postage should your item go missing in transit we will be unable to refund or exchange your goods.

Refunds

We process returns as quickly as we can, but it can sometimes take a while between posting back the returned item/s and you receiving the refund into your account.

You can track your returned parcel to see that it has arrived safely at our warehouse and you will receive an email from us as soon as the goods are in our possession. We will then process the refund. Please allow 7 days for the refund to reach your bank account and contact us if any issues after this period.

Refunds are always credited to the original method of payment.

Return costs are only refundable where goods are faulty.

Exchanges

If we have availability and can send an exchange we will do this as soon as possible and we will send the replacement item using a tracked service, we aim to send exchanges within 24hours of receiving your original purchase back.

Faulty goods or Packing errors

Should you find a manufacturing fault with your goods or we have made a packing error, please use the contact us form to email so that we may advise how to proceed.

Should you have any queries please don't hesitate to contact us using either our contact us form or our web chat or by calling 01787 881144. Our normal office hours are Monday – Friday 9am – 5.30pm.