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...