PRIVACY POLICY

THE OPERATORS OF THIS WEBSITE TAKE THE PROTECTION OF YOUR PERSONAL DATA VERY SERIOUSLY. WE TREAT YOUR PERSONAL DATA CONFIDENTIAL AND ACCORDING TO THE LEGAL DATA PROTECTION REGULATIONS AND THIS PRIVACY POLICY. THE USE OF OUR WEBSITE IS USUALLY POSSIBLE WITHOUT PROVIDING PERSONAL DATA. PERSONAL DATA, SUCH AS NAMES, ADDRESSES OR E-MAIL ADDRESSES, ARE ALWAYS PROVIDED ON A VOLUNTARY BASIS IF POSSIBLE. THESE DATA WILL NOT BE PASSED ON TO THIRD PARTIES WITHOUT YOUR EXPLICIT PERMISSION. HOWEVER, WE WOULD LIKE TO POINT OUT THAT DATA TRANSMISSIONS VIA INTERNET (E.G. E-MAIL COMMUNICATION) CANNOT BE ENTIRELY SECURE AND MAY HAVE SECURITY VULNERABILITIES. A COMPLETE PROTECTION OF PERSONAL DETAILS AGAINST UNAUTHORISED ACCESS BY THIRD PARTIES IS NOT POSSIBLE.

1. NOTICE CONCERNING THE PARTY RESPONSIBLE FOR THIS WEBSITE

THE PARTY RESPONSIBLE FOR PROCESSING DATA ON THIS WEBSITE IS:

cCOOLALA GMBH

KAULBACHSTRASSE 33-35

12247 BERLIN

PHONE: +49 (0) 30 24379458

E-MAIL: CUSTOMERCARE@COOLALA.FR

MANAGING DIRECTOR: ULRIKE HARMS

THE RESPONSIBLE PARTY IS THE NATURAL OR LEGAL PERSON WHO ALONE OR JOINTLY WITH OTHERS DECIDES ON THE PURPOSES AND MEANS OF PROCESSING PERSONAL DATA (NAMES, ADDRESSES, ETC.).

2. WHAT DO WE DO WITH YOUR INFORMATION?

WHEN YOU PURCHASE SOMETHING FROM OUR WEBSITE, AS PART OF THE BUYING AND SELLING PROCESS, WE COLLECT THE PERSONAL INFORMATION YOU GIVE US SUCH AS YOUR NAME, ADDRESS AND EMAIL ADDRESS. WHEN YOU BROWSE OUR STORE, WE ALSO AUTOMATICALLY RECEIVE YOUR COMPUTER’S INTERNET PROTOCOL (IP) ADDRESS IN ORDER TO PROVIDE US WITH INFORMATION THAT HELPS US LEARN ABOUT YOUR BROWSER AND OPERATING SYSTEM. EMAIL MARKETING (IF APPLICABLE): WITH YOUR PERMISSION, WE MAY SEND YOU EMAILS ABOUT OUR WEBSITE, NEW PRODUCTS AND OTHER UPDATES.

3. CONSENT

HOW DO YOU GET MY CONSENT? WHEN YOU PROVIDE US WITH PERSONAL INFORMATION TO COMPLETE A TRANSACTION, VERIFY YOUR CREDIT CARD, PLACE AN ORDER, ARRANGE FOR A DELIVERY OR RETURN A PURCHASE, WE IMPLY THAT YOU CONSENT TO OUR COLLECTING IT AND USING IT FOR THAT SPECIFIC REASON ONLY. IF WE ASK FOR YOUR PERSONAL INFORMATION FOR A SECONDARY REASON, LIKE MARKETING, WE WILL EITHER ASK YOU DIRECTLY FOR YOUR EXPRESSED CONSENT OR PROVIDE YOU WITH AN OPPORTUNITY TO SAY NO. HOW DO I WITHDRAW MY CONSENT? IF AFTER YOU OPT-IN, YOU CHANGE YOUR MIND, YOU MAY WITHDRAW YOUR CONSENT FOR US TO CONTACT YOU, FOR THE CONTINUED COLLECTION, USE OR DISCLOSURE OF YOUR INFORMATION, AT ANYTIME, BY CONTACTING US AT CUSTOMERCARE@COOLALA.FR OR MAILING US AT: COOLALA GMBH, KAULBACHSTRASSE 33-35, 12247 BERLIN, GERMANY.

4. DATA PROTECTION OFFICER

WE HAVE APPOINTED A DATA PROTECTION OFFICER FOR OUR COMPANY.

COOLALA GMBH

DATA PROTECTION OFFICER

KAULBACHSTRASSE 33-35

12247 BERLIN

PHONE: +49 (0) 30 24379458

PRIVACYPOLICY@COOLALA.FR

MANAGING DIRECTOR: ULRIKE HARMS

5. DISCLOSURE

WE MAY DISCLOSE YOUR PERSONAL INFORMATION IF WE ARE REQUIRED BY LAW TO DO SO OR IF YOU VIOLATE OUR TERMS AND CONDITIONS.

6. THIRD-PARTY SERVICES

IN GENERAL, THE THIRD-PARTY PROVIDERS USED BY US WILL ONLY COLLECT, USE AND DISCLOSE YOUR INFORMATION TO THE EXTENT NECESSARY TO ALLOW THEM TO PERFORM THE SERVICES THEY PROVIDE TO US. HOWEVER, CERTAIN THIRD-PARTY SERVICE PROVIDERS, SUCH AS PAYMENT GATEWAYS AND OTHER PAYMENT TRANSACTION PROCESSORS, HAVE THEIR OWN PRIVACY POLICIES IN RESPECT TO THE INFORMATION WE ARE REQUIRED TO PROVIDE TO THEM FOR YOUR PURCHASE-RELATED TRANSACTIONS. FOR THESE PROVIDERS, WE RECOMMEND THAT YOU READ THEIR PRIVACY POLICIES SO YOU CAN UNDERSTAND THE MANNER IN WHICH YOUR PERSONAL INFORMATION WILL BE HANDLED BY THESE PROVIDERS. IN PARTICULAR, REMEMBER THAT CERTAIN PROVIDERS MAY BE LOCATED IN OR HAVE FACILITIES THAT ARE LOCATED A DIFFERENT JURISDICTION THAN EITHER YOU OR US. SO IF YOU ELECT TO PROCEED WITH A TRANSACTION THAT INVOLVES THE SERVICES OF A THIRD-PARTY SERVICE PROVIDER, THEN YOUR INFORMATION MAY BECOME SUBJECT TO THE LAWS OF THE JURISDICTION(S) IN WHICH THAT SERVICE PROVIDER OR ITS FACILITIES ARE LOCATED. ONCE YOU LEAVE OUR WEBSITE OR ARE REDIRECTED TO A THIRD- PARTY WEBSITE OR APPLICATION, YOU ARE NO LONGER GOVERNED BY THIS PRIVACY POLICY OR OUR WEBSITE’S TERMS AND CONDITIONS. LINKS: WHEN YOU CLICK ON LINKS ON OUR WEBSITE, THEY MAY DIRECT YOU AWAY FROM OUR SITE. WE ARE NOT RESPONSIBLE FOR THE PRIVACY PRACTICES OF OTHER SITES AND ENCOURAGE YOU TO READ THEIR PRIVACY STATEMENTS.

7. SECURITY

TO PROTECT YOUR PERSONAL INFORMATION, WE TAKE REASONABLE PRECAUTIONS AND FOLLOW INDUSTRY BEST PRACTICES TO MAKE SURE IT IS NOT INAPPROPRIATELY LOST, MISUSED, ACCESSED, DISCLOSED, ALTERED OR DESTROYED. IF YOU PROVIDE US WITH YOUR CREDIT CARD INFORMATION, THE INFORMATION IS ENCRYPTED USING SECURE SOCKET LAYER TECHNOLOGY (SSL) AND STORED WITH A AES-256 ENCRYPTION. ALTHOUGH NO METHOD OF TRANSMISSION OVER THE INTERNET OR ELECTRONIC STORAGE IS 100% SECURE, WE FOLLOW ALL PCI-DSS REQUIREMENTS AND IMPLEMENT ADDITIONAL GENERALLY ACCEPTED INDUSTRY STANDARDS.

8. COOKIES

THIS WEBSITE PARTIALLY USES SO-CALLED COOKIES. COOKIES DO NOT CAUSE DAMAGES TO YOUR COMPUTER AND DO NOT CONTAIN VIRUSES. COOKIES ALLOW US TO MAKE OUR OFFER MORE USER-FRIENDLY, MORE EFFICIENT AND MORE SECURE. COOKIES ARE SMALL TEXT FILES, STORED BY YOUR BROWSER ON YOUR COMPUTER. THE MOST COOKIES THAT WE USE ARE SO-CALLED “SESSION COOKIES”. THEY WILL BE DELETED AUTOMATICALLY AFTER THE END OF YOUR VISIT. OTHER COOKIES REMAIN ON YOUR TERMINAL DEVICE. THOSE COOKIES ENABLE US TO RECOGNISE YOUR BROWSER ON YOUR NEXT VISIT. YOU CAN ADJUST YOUR BROWSER THAT WAY IN ORDER TO BE INFORMED WHEN COOKIES ARE PLACED, TO INDIVIDUALLY ALLOW COOKIES OR TO GENERALLY EXCLUDE COOKIES IN CERTAIN CASES AS WELL AS TO ACTIVATE THE AUTOMATIC DELETION OF COOKIES WHEN CLOSING THE BROWSER. THE DEACTIVATION OF COOKIES MAY IMPAIR THE FUNCTIONALITY OF THIS WEBSITE.

9. SEVER-LOG-FILES

THE PROVIDER OF THIS WEBSITE AUTOMATICALLY COLLECTS AND STORES INFORMATION IN LOG FILES WHICH YOUR BROWSER AUTOMATICALLY TRANSMITS TO US, SUCH AS - BROWSER TYPE/VERSION - USED OPERATING SYSTEM - REFERRER URL - HOSTNAME OF THE ACCESSING COMPUTER - TIME OF QUERY THOSE DATA CANNOT BE ASSOCIATED WITH INDIVIDUAL PERSONS. A MERGING WITH OTHER DATA SOURCES DOES NOT TAKE PLACE. WE RESERVE THE RIGHT TO RETROSPECTIVELY CHECK THE DATA IF REASONABLE EVIDENCES CONCERNING ILLEGAL USE BECOME KNOWN.

10. CONTACT FORM

IF YOU SEND ENQUIRIES TO US VIA THE CONTACT FORM, YOUR DATA ENTERED INTO THE CONTACT FORM, INCLUDING THE STATED CONTACT DATA, ARE STORED FOR THE PURPOSE OF DEALING WITH YOUR ENQUIRY AND IN CASE OF ADDITIONAL ENQUIRIES. THESE DATA WILL NOT BE PASSED ON WITHOUT YOUR PERMISSION.

11. NEWSLETTER

IF YOU WOULD LIKE TO RECEIVE THE NEWSLETTER OFFERED ON OUR WEBSITE, WE REQUIRE YOUR EMAIL ADDRESS AS WELL AS INFORMATION WHICH ALLOW US TO CHECK THAT YOU ARE THE OWNER OF THE PROVIDED EMAIL ADDRESS AND THAT YOU AGREE TO THE RECEPTION OF THE NEWSLETTER. FURTHER DATA WILL NOT BE COLLECTED. WE USE THOSE DATA EXCLUSIVELY FOR THE SENDING OF THE REQUESTED INFORMATION AND DO NOT TRANSMIT THEM TO THIRD PARTIES. THE GIVEN PERMISSION TO THE STORAGE OF THE DATA, THE EMAIL ADDRESS AS WELL AS THE USE OF SUCH FOR THE PURPOSE OF SENDING THE NEWSLETTER CAN BE WITHDRAWN AT ANY TIME VIA THE “UNSUBSCRIBE”- LINK WITHIN THE NEWSLETTER.

12. PRIVACY POLICY FOR THE USE OF GOOGLE ANALYTICS

THIS WEBSITE USES GOOGLE ANALYTICS, A WEBSITE ANALYSIS SERVICE BY GOOGLE INC. (“GOOGLE”). GOOGLE ANALYTICS USES SO-CALLED"COOKIES", TEXT FILES THAT ARE STORED ON YOUR COMPUTER TO ANALYSE YOUR USE OF THE WEBSITE. THE INFORMATION GENERATED BY THE COOKIE ABOUT YOUR USE OF THIS WEBSITE (INCLUDING YOUR IP ADDRESS) IS SENT TO AND STORED AT A GOOGLE SERVER IN THE U.S.A. IF THE IP-ANONYMISATION IS ACTIVATED ON THIS WEBSITE, YOUR IP- ADDRESS WILL BE SHORTENED PRIORY WITHIN THE MEMBER STATES OF THE EUROPEAN UNION OR OTHER CONTRACTUAL STATES OF THE TREATY ON THE EUROPEAN ECONOMIC AREA. ONLY IN EXCEPTIONAL CASES YOUR COMPLETE IP-ADDRESS WILL BE TRANSMITTED TO A SERVER IN THE U.S.A. AND SHORTENED THERE. COMMISSIONED BY THE OPERATORS OF THIS WEBSITE, GOOGLE WILL USE THIS INFORMATION TO EVALUATE YOUR USE OF THE WEBSITE, TO COMPILE REPORTS ON WEBSITE ACTIVITIES FOR WEBSITE OPERATORS AND TO PROVIDE OTHER SERVICES RELATED TO WEBSITE AND INTERNET ACTIVITIES. GOOGLE WILL NOT ASSOCIATE YOUR IP ADDRESS WITH ANY OTHER DATA HELD BY GOOGLE. YOU MAY PREVENT THE INSTALLATION OF COOKIES BY ADJUSTING THE SETTINGS OF YOUR BROWSER; HOWEVER, IF YOU DO SO, YOU MAY BE UNABLE TO USE ALL FEATURES OF THIS WEBSITE. FURTHER, YOU MAY PREVENT THE COLLECTION OF DATA GENERATED BY COOKIES AND RELATED TO THE USE OF THIS WEBSITES BY DOWNLOADING AND INSTALLING THE PLUG-IN UNDER THE FOLLOWING LINK: HTTP://TOOLS.GOOGLE.COM/DLPAGE/GAOPTOUT?HL=DE

13. PRIVACY POLICY FOR THE USE OF FACEBOOK-PLUG-INS

ON OUR WEBSITES PLUG-INS OF THE SOCIAL NETWORK FACEBOOK, 1601 SOUTH CALIFORNIA AVENUE, PALO ALTO, CA 94304, USA ARE INTEGRATED. YOU RECOGNISE THESE PLUG-INS BY THE FACEBOOK LOGO OR THE LIKE- BUTTON ON OUR SITE. FOR AN OVERVIEW OF FACEBOOK PLUG-INS, PLEASE SEE HERE: HTTP://DEVELOPERS.FACEBOOK.COM/DOCS/PLUGINS/

IF YOU VISIT OUR WEBSITES, A DIRECT CONNECTION BETWEEN YOUR BROWSER AND THE FACEBOOK SERVER IS ESTABLISHED BY THIS PLUG-IN. BY THAT FACEBOOK RECEIVES INFORMATION THAT YOU HAVE VISITED OUR WEBSITES WITH YOUR IP-ADDRESS. IF YOU CLICK THE FACEBOOK “LIKE” BUTTON WHILE YOU ARE LOGGED ON TO YOUR FACEBOOK ACCOUNT YOU MAY LINK THE CONTENTS OF OUR WEBSITE TO YOUR FACEBOOK ACCOUNT. THEREBY FACEBOOK CAN ASSOCIATE YOUR VISIT OF OUR WEBSITE TO YOUR FACEBOOK ACCOUNT. WE WOULD LIKE TO POINT OUT THAT WE AS PROVIDER OF THIS WEBSITE DO NOT OBTAIN KNOWLEDGE ABOUT THE CONTENTS OF THE TRANSMITTED DATA AS WELL AS THE USE OF SUCH BY FACEBOOK. FOR FURTHER INFORMATION, PLEASE CHECK THE PRIVACY POLICY OF FACEBOOK UNDER HTTP://DE-DE.FACEBOOK.COM/POLICY.PHP IF YOU DO NOT WISH THAT FACEBOOK ASSOCIATES YOUR VISIT OF OUR WEBSITES TO YOUR FACEBOOK ACCOUNT, PLEASE LOG OUT OF YOUR FACEBOOK ACCOUNT.

14. PRIVACY POLICY FOR THE USE OF INSTAGRAM

ON OUR WEBSITES FUNCTIONS OF THE SERVICE INSTAGRAM ARE EMBEDDED. THESE FUNCTIONS ARE OFFERED BY THE INSTAGRAM INC., 1601 WILLOW ROAD, MENLO PARK, CA, 94025, USA. IF YOU ARE LOGGED IN TO YOUR INSTAGRAM ACCOUNT YOU CAN LINK CONTENTS OF OUR WEBSITE WITH YOUR INSTAGRAM PROFILE BY CLICKING THE INSTAGRAM BUTTON. BY THIS INSTAGRAM WILL ASSOCIATE THE VISIT OF OUR WEBSITE WITH YOUR USER ACCOUNT. WE WOULD LIKE TO POINT OUT THAT WE, AS PROVIDER OF THIS WEBSITE, DO NOT OBTAIN KNOWLEDGE ABOUT THE CONTENTS OF TRANSMITTED DATA AS WELL AS THEIR USE BY INSTAGRAM. FOR FURTHER INFORMATION, PLEASE REVIEW THE PRIVACY POLICY OF INSTAGRAM: HTTP://INSTAGRAM.COM/ABOUT/LEGAL/PRIVACY/

15. CHANGES TO THIS PRIVACY POLICY

WE RESERVE THE RIGHT TO MODIFY THIS PRIVACY POLICY AT ANY TIME, SO PLEASE REVIEW IT FREQUENTLY. CHANGES AND CLARIFICATIONS WILL TAKE EFFECT IMMEDIATELY UPON THEIR POSTING ON THE WEBSITE. IF WE MAKE MATERIAL CHANGES TO THIS POLICY, WE WILL NOTIFY YOU HERE THAT IT HAS BEEN UPDATED, SO THAT YOU ARE AWARE OF WHAT INFORMATION WE COLLECT, HOW WE USE IT, AND UNDER WHAT CIRCUMSTANCES, IF ANY, WE USE AND/OR DISCLOSE IT. IF OUR WEBSITE IS ACQUIRED OR MERGED WITH ANOTHER COMPANY, YOUR INFORMATION MAY BE TRANSFERRED TO THE NEW OWNERS SO THAT WE MAY CONTINUE TO SELL PRODUCTS TO YOU. QUESTIONS AND CONTACT INFORMATION IF YOU WOULD LIKE TO: ACCESS, CORRECT, AMEND OR DELETE ANY PERSONAL INFORMATION WE HAVE ABOUT YOU, REGISTER A COMPLAINT, OR SIMPLY WANT MORE INFORMATION CONTACT OUR PRIVACY COMPLIANCE OFFICER AT CUSTOMERCARE@COOLALA.FR.

How do I take care of my coolala garments?

Please handle with care. Refer to our care labels or check out ‘fabric and care’ section by product page in our online shop for a more details. For both longer garment life and the environment, recommended machine wash temperature is 30 °C/ 85 Fahrenheit or lower. However, most of our styles can be washed 40°C inside out. Our products are bonded and treated, so please do not tumble dry and avoid fabric softener to maintain bonding and breathability of the garment. Only cool iron on reverse. Please do not bleach….

….or give it to your man. You taught him well.

How do I take care of my coolala cashmere?

We guarantee the very best quality for our customers. Products are made of 100% cashmere, knitted in Scotland. coolala cashmere can be gently hand-washed or dry-cleaned. We recommend dry-cleaning for woven cashmere scarfs and hand-wash for knitted cashmere garments like our cashmere hoody or jogger pants.

After you have worn your coolala cashmere knitwear product three times we recommend that you gently wash it, following these simple guidelines:

1. Your coolala cashmere should be hand washed in lukewarm water (35°C) using cashmere shampoo or a similar mild wool detergent.
2. Gently squeeze the suds through the fabric, taking care not to rub, wring or stretch the garment.
3. Rinse thoroughly but carefully in clean lukewarm water. Saturated garments should not be lifted before excess water has been gently squeezed out as they may stretch. A short, light spin in a washing machine will remove most of the water.
4. Smooth the garment back into its original shape and place flat on a towel – dry naturally away from direct heat such as radiators or sunlight. Do not tumble dry.
5. When dry, press lightly with a cool iron.

After wearing your new coolala cashmere garment for the first few times you may find small balls of fibre forming on the surface. Be sure that these are not a fault or indication of inferior quality but are simply loose fibres tangling together where the cashmere garment has been rubbing during wear. They can easily be removed by hand or using a de-pilling knitwear comb. Removing these loose fibres with the comb will actually soften the garment, so be sure to take care of your new product.

How do I know my coolala size?

Our styles run true to size. However, for our performance wear we use high elastic fabrics with up to 41% Lycra®. The fit has to be tight to create maximum support, muscular compression as well as body sculpting effects. If you prefer a more casual fit, we recommend to size up.

For more info on sizes, and specific measurement guidelines, please check our size guide.

Need further advice on fit, style or size? Please send us an email at

customercare@coolala.fr or give us a call at +49 (0) 30 24379458.

The product I want is sold out!

Enter your email address into the box that pops up when you click on the little envelope next to the “Sold out” button. We will let you know as soon as your desired product is available again.

Can you customize a product for my unique style?

We sure can! Handmade in Europe, our ‘sur mesure’ service helps you create your unique running tights or leggings. In collaboration, we will customize both shape and design to your performance needs and fashion preferences. Choose between several designs, an assortment of color, refined garment details and luxurious, highly functional fabrics.

Customize your favorite performance bottoms and choose among thousands of possible options to create your own style. For the finaltouch add your name or an inspirational message to your bespoke design. For our tailoring design services, please contact: coolalayou@coolala.fr.

How do I contact coolala?

We would love to get to know our customers and we care for what you think, so please reach out. Contact us via email at customercare@coolala.fr or use our coolala request form. We are happy to help you.

Go follow us on Instagram @coolala_paris and facebook.

For general enquiries, please contact: customercare@coolala.fr

For press enquiries, please contact: press@coolala.fr

For returns, please contact: returns@coolala.fr

coolala delivers all over the world via DHL and DHL Express. We aim to proceed all orders within 1-2 working days. We offer standard delivery to the EU, non-EU and international delivery.

* Please note that the exact shipping price and delivery time to your location will be calculated at the checkout.

If you have any questions regarding shipping and delivery please contact our team at customercare@coolala.fr.

EU orders take 2-5 business days to arrive. German orders should arrive in 1-2 business days. International orders take 10-19 business days to arrive – depending on your location (e.g. 10 days to Canada, 10-12 days to the U.S., but up to 19 days to Equatorial Guinea). For faster shipping, you may purchase DHL Express at checkout. This express shipping will arrive in 1-2 business days once it’s packed and ready to go. You can track your order with your tracking number via DHL or DHL Express. Your tracking number can be found on your shipment notification email we have sent you or on your account.

We do not accept responsibility for carrier delays, or delays caused by holidays or natural disasters.

All countries within the European Union are shipped on DDP (Delivery Duty Paid) basis, meaning that taxes, customs and duties are included in the final price.

Orders outside of the European Union will be shipped DDU (Delivery Duty Unpaid). You are liable for all duties, customs and sales taxes based on the country requirements where the order is being sent. Upon arrival, a separate payment will be required to release your order. We take no responsibility for the payment of this duty. For more information on any customs and duties that may be incurred, please contact your local DHL office.

We understand that you may occasionally want to return items that are not suitable and are very happy to help you choose a replacement item or offer a full refund. Please click here or reach out to return@coolala.fr with your order number and the products you would like to return.

All returns must be processed within 14 days of receiving the order. You will be refunded in full to your original method of payment within 14 days.

Please note, original shipping costs are not refundable. Please send the unused item in its original, undamaged, unworn (only tried on to verify correct size and fit) and unwashed condition with all the original hangtags attached and a copy of your invoice with reason for return. All items are subject to inspection.

Please note packages must be returned prepaid. The cost of returning items back to us is not refunded. You must also pay for any loss of value of the goods, if this loss of value is due to an unnecessary or improper handling of the goods to ascertain the nature, characteristics, and functioning of the goods. This means that the clothes must be sent back unworn, with original hangtags affixed and packed sufficiently.

We recommend using the original packaging – the reusable coolala plastic mailing bag – for the return with all packaging components. Please note that when sending a return, the parcel is your responsibility until it reaches us. Always keep the proof of delivery/ retain proof of postage.

Please return your items to:

coolala GmbH

Customer service – Returns

Kaulbachstrasse 33-35

12247 Berlin

Germany

Once we have received your returned item, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.

If you are a customer in the European Union you have the right to withdraw your order within 14 calendar days from the day after the date you received your order. Please see our terms and conditions for information on how to withdraw an order.

If you have further questions please email us at return@coolala.fr.

How to return an item as a registered coolala customer:

1. Access the "Orders history" section of your account.

2. Select the order from which you want to return an item by clicking on "Details".

3. Select the product(s) that you wish to return by checking the box next to its name(s).

4. Add the quantity that need to be returned (in case more than one product need to be returned).

5. Fill out return form for our shop team to better understand why you want to return this product.

6. Click on "Request a return".

7. After accepting your return request, you will receive an email indicating that the product can be sent back to us.

8. Please return your items in the reusable coolala plastic mailing bag to: coolala GmbH, Customer service – Returns, Kaulbachstrasse 33-35, 12247 Berlin, Germany.

9. Once we receive your package with the returned item(s),and your return is approved, you will be refunded in full to your original payment method within 14 days.

How to return an item as a guest customer:

1. Please fill out return form you received with your order.

2. Please send your return within 14 days on your own costs to:

coolala GmbH
Customer Service - Returns
Kaulbachstrasse 33-35
12247 Berlin, Germany

3. Always keep the proof of delivery/ retain proof of postage.

In case of any further questions regarding your return please get in touch with our customercare: return@coolala.fr

Exchanges

coolala does not provide a direct exchange of products. If you want to exchange a product, please return it for a refund and place a new order. To receive a refund for a product return/returned item, this return must be in accordance with our returns policy guidelines (please see details above).

After completing your order, you will receive a confirmation email with all your order details. Furthermore you will get a confirmation of your payment from us and from our exclusive payment partner Paypal. Once your order is on its way, you will receive a shipment notification e-mail with a tracking number.

Payment methods

You can pay for your order online by using Visa, American Express, MasterCard, Maestro and PayPal. Secure payment guaranteed.

Currency

Payments as well as refunds for shipments are all invoiced in Euro (EUR). Credit cards will be debited in Euro, and thus, due to exchange rates, the final price will be calculated in the applicable exchange rate the day the credit card company progresses the transaction.

I have a question about my order, what should I do?

Get in touch! Please click here or drop us an e-mail at customercare@coolala.fr We’re happy to help you and answer all your questions about orders, order modifications, shipping, returns, cancellations, etc...