FAQs

Last updated: August 2026

The questions we get asked most before people order, answered without the runaround. If yours isn't here, write to us and we'll come back to you within 24–48 business hours.

Orders and shipping

How long will my order take?

Preparation takes 2 to 4 business days, transit 5 to 8, and final delivery 2 to 3. In practice, most orders arrive within 10 to 15 business days. The full breakdown is on our Shipping page.

Do you ship to my country?

We ship across Europe and internationally. Options and costs appear at checkout as soon as you enter your address.

Can I track my order?

Yes. You'll get a confirmation email with tracking once your order ships, and you can check it any time on our Order Status page.

Can I change or cancel my order?

Write to info@coolgangshop.com as soon as you can with your order number. Orders already packed or shipped can't be changed, but you can return them.

Returns and refunds

How long do I have to return something?

You have 14 days from receiving your order to request a return, and a further 14 days to send the item back. Full details in our Refund Policy.

How do I start a return?

Email info@coolgangshop.com with your order number and the reason. We'll send you the instructions.

What condition do items need to be in?

Unworn, unused and unwashed, in their original packaging. Footwear must come back in its original shoe box, with the shipping label on an outer bag or box rather than stuck to the shoe box itself.

When do I get my money back?

Approved refunds go back to your original payment method within 14 days of the item reaching us.

Who pays for return shipping?

Unless the return is down to a mistake on our side or a faulty item, return shipping is at the customer's expense.

Sizing

How do I pick my size?

Every product page lists the available EU sizes, and our size chart shows the EU, US and Japan equivalents.

What if the size is wrong?

Get in touch within 14 days and we'll arrange a return or an exchange for a different size, subject to availability.

Payment

Which payment methods do you accept?

Visa, Mastercard, Google Pay and the other cards shown at checkout. Every payment is encrypted.

Which currency am I charged in?

Prices are shown and charged in euros (EUR).

Is my card data safe?

We never see or store your full card number. Payments are handled by MONEI, a PCI-DSS compliant provider, over an encrypted connection.