F.A.Q
If your question isn't on this page, contact us. We will respond within 1 business day :)
SHIPPING
WHERE DO YOU SHIP TO?
We post to every country in the world .
HOW LONG DOES ORDER PROCESSING TIME TAKE?
Our goal is to ship your complete order as quickly as possible. Orders will be processed within 2-5 business days of ordering and shipped the next day after the processing day. Please note that we don't ship on weekends.
HOW LONG DOES SHIPPING TAKE ONCE ORDER IS PROCESSED?
Once the order has shipped, we will email your tracking information. Tracking information will generally appear 24-72 hours after you receive the tracking email.
You can track your order on this page.
United States: 10 - 21 business days
Canada: 12 - 25 business days
Australia: 15 - 25 business days
New Zealand: 15 - 25 business days
Europe: 14 - 21 business days
United Kingdom: 10 - 21 business days
Rest of the World: 15 - 30 business days
If your order hasn't arrived in the estimated delivery time, please contact our support team. Our Customer Care team will take of it and respond within 1 business day.
HOW DO I TRACK MY ORDER?
We will email your tracking information as soon as your order has been shipped from our warehouse. You can track your order here.
MY PACKAGE ONLY INCLUDED SOME OF THE ITEMS I ORDERED. WHERE ARE THE REST OF MY ITEMS?
For logistical reasons, items in the same order will sometimes be sent in separate packages. This means you might not receive all your products in the 1 package. Please keep this in mind when receiving your delivery. Your other products will arrive within 5 business days.
WHERE IS YOUR STORE BASED?
We are based in France but we have warehouses in the US, France, UK and China.
ORDERING
MY ORDER HAS BEEN SENT, WHY DON'T I SEE THE TRACKING INFORMATION?
Your order has been sent, but sometimes it takes up to 72 hours for tracking info to show up in the tracking system or our own tracking system.
DO I NEED TO HAVE AN ACCOUNT TO ORDER?
No, you can also place an order as a guest.
WHAT IF I TYPED THE WRONG EMAIL ADDRESS?
Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.
WHAT CURRENCY IS USED TO MAKE THE CHARGE?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
WHERE DO I ENTER MY DISCOUNT/COUPON/VOUCHER CODE?
Simply enter your discount code at last stage of checkout after entering all your payment details.
WHAT IF I TYPED THE WRONG EMAIL ADDRESS?
Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.
HOW SECURE IS MY ONLINE ORDER?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
WHAT DO I DO IF I HAVE MISSING ITEMS IN MY ORDER?
If something is still missing, please contact us immediately and we will sort it out :)
RETURNS
HOW DO I RETURN AN ITEM?
Please refer to our return and refund policy for full details.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
Firstly, please accept our sincerest apologies. Please contact us if you received merchandise that is incorrect, missing, and/or defective, and include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible
WHEN WILL I RECEIVE MY REFUND?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please remember it can take 5-15 days for your bank or credit card company to process and post the refund.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@coozeland.com.