Refund Policy

Last updated: August 2026

How long you have to change your mind, what condition items need to come back in, and when the money reaches your account. If anything here isn't clear, just ask us.

Right of withdrawal

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise this right, contact us at info@coolgangshop.com within 14 days of delivery, quoting your order number. Once your withdrawal has been confirmed, you have a further 14 days to send the item back to us.

How to return an item

Email info@coolgangshop.com within 14 days of receiving your order. Please include your order number and the reason for the return. Our customer service team will review the request and send you further instructions.

Only items purchased directly from coolgangshop.com can be accepted.

Condition of returned items

Returned items must be unworn, unused and unwashed, in the same condition in which we sent them, and in their original packaging including accessories, manuals and documentation.

Footwear

Shoes must be returned in their original shoe box. Please do not attach the shipping label directly to the shoe box — use an outer bag or box instead.

What cannot be returned

Personalised products cannot be returned or exchanged. Items damaged through customer mishandling are not returnable.

Refunds

Approved refunds are issued to the original payment method used at checkout, within 14 days of us receiving the returned item.

An exchange or store credit may be offered as an alternative, but only with the customer's explicit agreement. Customers are never required to accept store credit in place of a refund.

Except where the return is due to an error on our part or a faulty item, return shipping costs are the responsibility of the customer.

Changing or cancelling an order

Contact us as soon as possible at info@coolgangshop.com with your order number and the change you need. We will confirm once the change has been made.

Orders that have already been packed or shipped cannot be modified or cancelled. In that case, please use the return process described above.

Preparing your return

1. Email info@coolgangshop.com to start the return, within 14 days of delivery.
2. Place each item, together with any boxes, cases or accessories that came with your order, inside outer packaging.
3. We recommend asking the courier to scan your package on collection, so that your return is tracked.