We hope your order from COLD RAL meets your expectations. If something is not suitable, you may request a return within 14 days of receiving your parcel.
To be eligible for a return, items must meet the following conditions:
• Unworn, unwashed and unused, free from fragrance
• Original tags attached
• Returned in original packaging
Sale items cannot be returned.
Returns that do not meet these conditions may be refused.
Return requests must be submitted within 14 days of delivery.
To initiate a return, contact:
Include:
• Your full name
• Your order number
• The item(s) you wish to return
If approved, you will receive the return instructions and return address.
Refund eligibility depends on the shipping date of the return (the date scanned by the carrier).
• Shipped within 10 days after approval :
Refund to the original payment method.
• Shipped between 11 and 20 days after approval :
Store credit only.
• After 20 days :
Returns are not accepted. Return labels expire and parcels may be refused.
Returns are reviewed within 21 days after arrival.
Handling and processing fee: 5€ (waived when choosing store credit)
Return shipping cost: paid by the customer
Customers may either:
• use the return label provided (cost deducted from the refund)
• ship the parcel themselves and provide the tracking number
All returns must be sent to our return center in Germany.
For returns from countries outside the European Union, any customs duties or import taxes are the responsibility of the customer.
For returns from outside the EU, you are responsible for choosing a carrier able to handle an international return to Germany with door-to-door customs clearance. We strongly recommend DHL or DHL Express, currently the most reliable option for non-EU returns to reach our German return warehouse, with any import or clearance fees billed on delivery.
The parcel must be sent as a merchandise or customer return, not a commercial sale. Use your existing order documents (order confirmation or invoice) if the carrier requests them to prepare the customs paperwork.
COLD RAL does not handle manual customs steps if the parcel is held at a customs centre or office, or if an additional form must be completed after shipping. You must track your parcel and resolve any clearance request directly with your carrier.
If the parcel is delivered to our return warehouse and customs duties, import taxes, handling or carrier fees are charged on receipt, COLD RAL may advance these fees to accept the parcel and then deduct them from your final refund. The refund is processed only after the return is received, inspected and validated by our warehouse.
Once your return is received, it will undergo an inspection.
Returns are processed within 21 days after arrival.
Refunds are issued within 21 days after approval.
If your return is approved after inspection, the refund will be issued to the original payment method.
Please note:
• Original shipping fees are not refundable
• Return shipping fees are not refundable
• Duties and taxes are included in the item price and are not refunded separately
Refunds may take up to 10 business days depending on your payment provider.
Refunds are not issued for parcels declared delivered by the carrier.
COLD RAL reserves the right to refuse returns that do not meet the return conditions.
In such cases, COLD RAL may offer store credit or a replacement when available.
Store credit may be offered in specific cases.
It is valid exclusively on the COLD RAL online store and cannot be converted to cash.
The following items cannot be returned or refunded:
• Pre order items
• Discounted items
• Items marked sale
Customer service is available Monday to Friday, 10:00 to 18:00 (Paris time).
We aim to respond within 48 to 72 business hours.
contact@coldral.com