Shipment and Exchange Policy
All orders our system received before 5pm business day will be process at the same day, after 5pm would be process the coming business day, 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 the following business day.)
For standard shipping, within the Netherlands, your order should arrive within 1-2 business days, and within other EU countries, your order should arrive within 2~5 business days. For the rest of the world, please kindly check the details with our logistic partner postnl.nl , normally within 5~15 businese days.
All European orders will not incur additional taxes and duties as orders are dispatched from our warehouse in the Netherlands. If you are outside this zone you may incur duties and charges made by your country’s Customs Service, once it has reached its destination must be paid by the recipient and not by Cooliea. We are not responsible for and will not reimburse any charges or duties.
Should you reject paying for these fees/taxes and your goods are returned to us, we will refund you the goods minus the costs charged to us for shipping to your country, plus return shipping and any additional charges applied by the shipping carrier.
Exchange & Return
We have 30 days risk free trial! If our undies don't work as promised, let us know within 30 days and we'll refund you, no questions asked! Yes, we are this confident that you ll like it!
If you have tried an item under our 30-day risk-free trial and you do not like the item or it is just not right for you, please contact our Customer Experience team at firstname.lastname@example.org and claim your credit or refund. Please state that you are a first time customer, and under the 30-day risk-free trial you’d like to request a refund.
As a first-time customer, you can try ONE Cooliea garment for 30 days risk-free. If you have purchase a mix bundle with few panties, you are allow 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 of 7 euro). Please noted that Period Cups are not eligible for refund or return. 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 period poverty with need. Without shipping the product back we are not able to process the refund.
- For mistaken order that we made (eg, You order a size M but we shipped you Size XL) we would be responsible for the exchange shipment.
- For refund or exchange due to preference, costumer will response for the shipment that ship 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 email@example.com with the word "exchange" in the subject line. Please also include the reason and attach any information, or if it is sizing, please give detail of the fit and we are glad to help. We will contact you to help fix your issue and 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 product. 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 items are non-exchangeable, non refundable.