Shipping policy
1. Order Processing Time
After you submit your order, our fulfilment team typically needs 1 to 2 business days to prepare your items, perform quality checks, and hand them over to the carrier. This processing period applies to all orders placed on our website.
Cut-off Times
- Orders placed before 6:00 PM UK time (GMT/BST) on a weekday are processed the same day.
- Orders placed after 11:00 AM UK time (GMT/BST) on weekends or public holidays will be processed on the next business day.
2. Delivery Timeframe
Once your parcel has been dispatched, transit time to your address generally ranges from 2 to 5 working days. Actual delivery duration may vary depending on your location, local postal efficiency, and any unforeseen carrier delays.
3. Shipping Charges – Always Free
We offer complimentary standard shipping on every order with no minimum purchase amount required. There are no hidden fees for delivery – what you see at checkout is exactly what you pay.
4. Order Tracking
Approximately 1 to 2 business days after your order leaves our warehouse, you will receive a tracking number via email. This number will become active in the carrier's system shortly thereafter. If you experience any difficulty tracking your parcel, please contact our support team – we are ready to assist you.
5. Where We Ship
At present, we deliver exclusively to addresses within the United Kingdom. We are actively exploring opportunities to extend shipping coverage to additional countries and regions in the near future.
6. Correcting an Incorrect Shipping Address
If you realise that you have provided an incorrect delivery address, please notify our customer service team as soon as possible – ideally before your order is dispatched. We will do our best to update the address for you. Once the parcel has been collected by the carrier, we are unable to modify the delivery destination. In such cases, COOLOVE cannot accept responsibility for non-delivery or additional charges resulting from an inaccurate address.
7. Taxes, Customs Duties, and Import Fees
All applicable taxes, customs duties, and any other import-related charges are already included in the total shipping cost displayed at checkout. You will not be asked to pay any extra fees upon delivery – the amount you pay at the time of purchase is final.
8. What to Do if Your Package Is Lost or Stolen
If your tracking status shows "delivered" but you have not actually received the parcel, we recommend that you first check with your local postal service or courier (ask neighbours or check safe-drop locations). Should the package still be missing, you may contact our customer service team at support@coolove.co.uk – all business hours are in UK time (GMT/BST). We will investigate the issue with the carrier and make every effort to resolve it promptly and fairly.
9. Our Promise to You
We are committed to making your shopping experience secure, straightforward, and pleasant. We value the trust you place in us and deeply appreciate your understanding and support as we continually work to improve our services.
Coolove is operated by Fuzhou Cangshan District Mobiwei Trading Co., Ltd.
Registered Address: 09, Floor 3, A7#, Rongqiao Hanlin County No.10, Gaohu Rd., Sancha St., Cangshan Dist, Fuzhou, Fujian, China
Phone: +86 18065020370 (Note: all contact numbers are in UK time (GMT/BST))
Legal Representative: Pei Yin
Email: support@coolove.co.uk (Business hours in UK time (GMT/BST))