Shipment and Exchange Policy
All orders our system receives before 5pm on business days will be processed on the same day, and after 5pm would be processed on the following business day; a fast service is our key!
We deliver to most addresses nationwide in Europe on business days (orders placed on weekends and public holidays will be dispatched on the following business day).
For Netherlands | 1-2 business days
EU countries and UK| 2-7 business days
US and Canada | 4-8 business days
Rest of the world|4-15 business days
The delivery timeframes above refer to the time between your order being dispatched and it arriving to you only; this is not inclusive of the handling time between an order being placed and it being ready for shipping. If you place an order before 5pm, it will be packed on the same day and sent from one of our warehouses in Netherlands, Germany, or the US.
Whilst every reasonable effort is made to meet these timeframes, very busy sales periods or unforeseen events may cause delays. In these instances, we will not be liable for providing a refund of shipping costs.
We are working on our fulfilment centre at the moment in the US; for some orders you may expect your package to be sent from our warehouse in EU.
All European orders will not incur in additional taxes and duties as orders are dispatched from our warehouse in the Netherlands or Germany. If you are outside this zone you may incur in duties and charges made by your country’s Customs Service, and once the product has reached its destination, these must be paid by the recipient; not by Cooliea. We are not responsible for and will not reimburse any charges or duties.
For UK costumers, you may be charged if the single order’s value is worth more than £135. In general terms non-excise goods worth £135 or less have no charges to Customs duty.
For US costumers, If the purchase price is below the $800 minimal threshold, it should be admitted free of duty and tax. (https://www.cbp.gov/trade/basic-import-export/e-commerce/faqs)
Should you reject paying for these fees/taxes and your goods are returned to us, we will refund you the goods minus the service costs charged to us for shipping to your country (EU and UK for 6 Euro, rest of the world for 8 Euro), plus return shipping and any additional charges applied by the shipping carrier.
Exchange & Return
We have a 65-day risk free trial! If our undies don't work as promised, let us know within 65 days and we'll refund you, no questions asked! Yes, we are this confident that you’ll like them!
If you have tried an item under our 65-day risk-free trial and you do not like it or it is just not right for you, please contact our Customer Experience team at email@example.com and claim your credit or refund. Please state that you are a first-time customer, and under the 65-day risk-free trial you’d like to request a refund.
As a first-time customer, you can try ONE Cooliea garment for 65 days risk-free. If you have purchased a mixed bundle with a few panties, you are allowed to try each model once. If you don’t like how they function, we will happily give you your money back (minus the cost of shipping handling fee of 7 Euro for EU/UK costumers, and 10 Euro for rest of the world). Please note that Period Cups are not eligible for refunds or returns. When you request a refund, please provide your :
- Email address used to purchase the item
- Order number
- Ship the washed product back to us with the note, we will disinfect the product and donate it to people who struggle with poverty and are in need. Without shipping the product back we are not able to process the refund.
- For mistaken orders that we made (e.g., you ordered a size M but we shipped you a size XL) we would be responsible for the exchange shipment.
- For refunds or exchanges due to preferences, the costumer will respond for the shipment back to us, but we will be responsible for the outgoing shipment.
We have a 100% customer service reply rating. If you have an error with your order, please contact us immediately and we will correct it quickly to get you a replacement. If an exchange is requested for size or style, please email our customer support team at firstname.lastname@example.org with the word "exchange" in the subject line. Please also include the reason and attach any information, or if it is sizing, please give a detail of the fit and we will be glad to help. We will contact you to help fix your issue and will get you a replacement exchange. Customers are responsible for the initial shipping cost.
Due to the personal intimate hygienic nature of the products and feminine healthcare we do not restock our products. Exchanges will be donated to women and girls in need. However, please contact us with any issues or concerns you may have. We are always here to help resolve any problems.
Final sale and sale items are non-exchangeable and non refundable.
*Please be sure to include your order number on all email correspondence, so we can specifically locate and reference your order.