Refund Policy


Returns

Any full-price items may be returned to us for refund within 14 days of receipt provided they are unworn and undamaged. Please return faulty goods as soon you become aware of the fault.

For online orders, please use the Returns Form which is included in with your order. Post the items back through your local post office with proof of postage, as we cannot accept liability for items lost in transit.

Items must be returned in their original condition. Original condition means that items must be unused and unworn, with no marks, scent or damage and in a resalable condition. Wherever possible, items should be returned in their original packaging with any product tags/tickets still attached.

Please be careful when trying on clothing that you are not wearing any make-up, hair product, fragrance, deodorant or other creams or substances, which may mark or damage the product.

You will find step-by-step information on how to return an item on your paper receipt within your package. You should be able to return your items in the package the order arrived in, and you should also have a pre-printed returns label with the address all ready for you. Post the items back through your local post office (use the prepaid returns label provided for UK orders) with proof of postage, as we cannot accept liability for items lost in transit.

Refunds will be processed within 14 working days. If an order has been cancelled, refunds will also be processed with 14 working days, providing that we have been notified in writing that you wish to cancel your order within 14 days of receipt.

In the interests of security we do not store all the required parts of your credit card details needed to take payment. In the short term, we do hold the required parts of your credit card details to allow us to complete a refund to your card should you return items to us within the permitted 14 days.

Returned items which are accepted as faulty by Coolulu or items that we incorrectly despatched to you will be refunded in full. Please use the UK returns label provided by us when sending your items back.

Refunds on returned items (which are not faulty) will not include the original p&p charge or the cost of returning the goods to us.


Exchanges

If you wish to exchange your purchase then you must return the product(s) to us within 28 days of the delivery date.

Exchanges can only be made for a different size or colour of the same product and are not guaranteed. Your replacement item(s) will be sent to you on receipt of the original item(s) being returned. If an item has been reduced in price there will be no credit. If you need to exchange your purchase, first send an email to info@coolulu.com and send your item to: Coolulu.com, 5 Horseshoe Close, London, NW2 7JJ, United Kingdom.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to: Coolulu.com, 5 Horseshoe Close, London, NW2 7JJ, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.