Refund policy

30-Day Return Window

We want you to love your purchase. If for any reason you're not completely satisfied, you may request a return within 30 calendar days from the date you receive your item.

To be eligible for a return:

  • The item must be in the same condition as when you received it

  • The item must be unused and unwashed

  • All original tags must remain attached

  • The item must be returned in its original packaging

  • You must provide the order confirmation or proof of purchase

How to Initiate a Return

To start a return, simply reach out to our customer service team at:

support@coolove.co.uk

Please include your order number and the reason for your return. Once we receive your request, we will guide you through the next steps.

Return shipping address:
[INSERT RETURN ADDRESS]

Important: Returns sent to us without prior approval will not be accepted. Please always contact us first before sending anything back.

Return Shipping

If your return is approved, we will provide you with a prepaid return shipping label along with detailed instructions on how and where to drop off your package.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If you discover that your item is damaged, defective, or if you received the wrong product, contact us immediately at support@coolove.co.uk. We will evaluate the issue and work quickly to make things right—whether that means a replacement, a repair, or a full refund.

Exchanges

The fastest way to exchange an item is to return the original product and, once your return is approved, place a new order for the replacement item. This ensures you receive your desired product as quickly as possible.

European Union – 14-Day Cooling-Off Period

If your order is being shipped to a country within the European Union, you have the right to cancel or return your purchase within 14 days of receiving it, for any reason and without providing a justification.

For EU returns, the same conditions apply:

  • Item must be unused, with tags attached, and in original packaging

  • Proof of purchase is required

Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be automatically processed to your original payment method within 10 business days.

Please note:

  • Your bank or credit card issuer may take additional time to post the refund to your account

  • If more than 15 business days have passed since your return was approved and you still haven't received your refund, please contact us at support@coolove.co.uk

Questions?

If you have any questions about our return policy, need help with a return, or want to check the status of your refund, don't hesitate to get in touch:

support@coolove.co.uk

We're here to help!