FAQ

ORDERING FROM US

 

I RECEIVED A DISCOUNT COUPON FROM YOU, HOW DO I USE IT?

Please enter your discount coupon in the checkout page, underneath the product description.

 

CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?

No. Promotion and discount codes cannot be combined.

 

CAN I CHANGE OR CANCEL MY ORDER?

If you wish to change or cancel your order, you are allowed to do so only before your item has been shipped. Please request your cancellation within 12 hours of the time of purchase.

Once we have sent out your shipping confirmation email, we no longer have the ability to make changes or to cancel the order.

 

I PLACED AN ORDER BUT NEVER RECEIVED A CONFIRMATION EMAIL FROM YOU. WHAT DO I DO?

Our confirmation emails are sent out automatically by our order fulfillment system. If you did not receive this email from us, kindly check your SPAM folder to see if your confirmation email was sent there.

 

PAYMENTS

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit cards as well as PayPal.

 

I DON'T HAVE A PAYPAL ACCOUNT, CAN I PAY WITH MY CREDIT CARD INSTEAD?

We use PayPal to process all of our payments, but you don't need a PayPal account, you can still use your credit card to pay in our store through the PayPal site.

 

WHAT IS THE CURRENCY OF THE STORE? CAN I PAY IN ANOTHER CURRENCY?

All prices will be shown in local currency depending on which country (GEO IP address) the customer is in for their convenience. However, when customer checks out, they will be billed in USD. Your bank or card service provider will automatically convert your subtotal depending on their current conversion rates.

 

SHIPPING

HOW MUCH DO YOU CHARGE FOR SHIPPING?

We offer FREE Shipping worldwide!

 

HOW LONG WILL IT TAKE UNTIL MY ORDER ARRIVES?

The duration depends on the shipping method and the destination country. Usual shipping times are:

USA: 1-2 weeks

Europe: 2-3 weeks

Australia & New Zealand: 2-3 weeks

ROW: 3-6 weeks

Delays may occur due to Holidays and/or any unforeseen events such as floods or bad weather. Please do note as well that custom inspections can be a factor during shipment. As soon as the order ships, you will get an email with tracking information. If it's been more than the allotted shipping time for your order, feel free to contact us and we can check on the status!

 

HOW DO I TRACK MY ORDER?

 Please use our TRACK YOUR ORDER page. Just enter your ORDER NUMBER and email.

Order numbers are included in your order confirmation email.

 

HOW LONG DO I WAIT UNTIL MY ORDER IS SENT OUT?

All items are subject to a handling period before they are dispatched.

99% of orders leave the warehouse within 2-5 days of payment.

We will notify you by email when your items have been shipped.

 

HOW DO I KNOW IF MY ITEMS HAVE BEEN SHIPPED OR NOT?

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch.

 

CAN YOU SHIP TO MY COUNTRY?

We ship to most countries around the world. If you are in doubt about whether we can ship to your country, please contact us before you buy.

 

WHERE ARE YOUR ITEMS SHIPPED FROM?

To offer the best prices possible, orders can be shipped from our warehouses around the world. As our items are stored in several warehouses, your order may be shipped in separate packages.

 

CAN I CHANGE MY SHIPPING ADDRESS?

Once you have placed an order, the information goes straight to the shipping department which takes 2-3 working days to process. After which the shipping department will send the tracking codes to the data entry to update the tracking codes and send shipping confirmation email to the customer. Hence, if you need to make any changes to your shipping address, please contact our Customer Service within 12 hours of placing the order and then we MIGHT be able to take care of it.

Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.

NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.

 

MY PACKAGE IS STUCK IN CUSTOMS. WHAT CAN I DO?

Cool Stuff & Style has no control over Customs or Postal Services, hence we are not liable for any delays caused by customs or local post services and cannot be made responsible for the customs services in your country.

Payment of customs charges and taxes is the responsibility of the recipient and will not be covered by us here at Cool Stuff & Style. For further details of charges, please contact your local customs office.

If your order is held up in customs, we suggest calling your country's customs department directly and asking them to release your items.

 

I TRACKED DOWN MY ORDER AND THE STATUS SAYS RETURN TO SENDER, WHAT SHOULD I DO?

In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement. For UAE / HK customers, please ensure to provide your PO Box or Zip Code (whichever is available) so your local post office can deliver your order(s) to your mail box or door step.

 

THE TRACKING SITE SAYS DELIVERED BUT I HAVEN’T RECEIVED MY ORDER YET.

Sometimes postal tracking services mark an order as delivered when it has reached your local post office, even though you have not yet received your package. In this case, please wait a few more days for your postal service to deliver the package to your home or contact your local post office as they may hold the item for you.

 

I ORDERED MORE THAN ONE ITEM BUT HAVE ONLY RECEIVED ONE OF THEM. WHY?

Please note that we source our products from various suppliers so it is not uncommon to receive a few packages from us at different times. If you did not receive a tracking number for an item you are expecting, please contact our customer support and they will gladly help you track it.

 

RETURNS

WHAT IF I RECEIVE A DAMAGED / FAULTY PRODUCT?

If you have received a damaged or faulty product, please send us photographic, or video proof of the damage and we will send you a new working item right away (free of charge of course).

 

WHAT IF I AM UNHAPPY ABOUT MY ORDER AND WANT TO RETURN IT FOR A REFUND?

We believe in our products and offer a 30 day No-Hassle refund policy. If you're unhappy about your purchase, send us the product back and we'll refund your money.

 

For more information about our returns policy please click here.