Refund policy
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.
CONDITIONS FOR RETURNS
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
Final sale items cannot be returned.
Returns that do not meet these conditions may be refused.
HOW TO REQUEST A RETURN
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.
RETURN TIMELINE
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 7 days after arrival.
RETURN COSTS
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 (such as the United States, the United Kingdom, Switzerland or Norway), any customs duties or import taxes are the responsibility of the customer.
PROCESSING TIME
Once your return is received, it will undergo an inspection.
Returns are processed within 7 days after arrival.
Refunds are issued within 7 days after approval.
REFUNDS
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 paid at checkout are not refundable
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
Store credit may be offered in specific cases.
It is valid exclusively on the Cold ral online store and cannot be converted to cash.
FINAL SALE ITEMS
The following items cannot be returned or refunded:
• Pre order items
• Discounted items
• Items marked final sale
CUSTOMER SUPPORT
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