Refund policy

We are sorry this one didn’t work out!

We are happy to accept returns of items that are unused with original tags, and in the same condition that you received it, within 14 days of receiving the parcel. It must also be in the original packaging. If 14 days have gone by since the delivery of your order, unfortunately, we can’t offer you a refund or exchange.

To complete your return, please email us at hello@thatcooliving.com. Exchanges are not available at the moment so we encourage you to order the item you would like, and return the item you do not want anymore.

Please write a note within your returned package stating your order number, proof of purchase (via email).

We will receive your items within a few days and process your exchange/refund within 3 working days. Once your item has been collected:

- We will get your items back within 3-14 working days

- We will contact you to confirm receipt and to ensure that your exchange or refund has been processed.

The DHL Express return fee is 25-45% higher than your original shipping charge depending on your location. This fee will be deducted from your refund, which will be processed within 3 days upon receipt of your package. Please note that the original shipping fees you paid at the time of your order, will not be refunded. If you received free shipping please refer to the return shipping fees (parcels) below:

UK, CH, NO: €45-€75
Finland: €10-€25

Other EU countries: €25-50

Please ask for a custom return quote for products delivered on pallets.

Return window:

We cannot accept items outside of this return window and if items are received that have their tags removed, appear visibly used, or are returned outside of the return window, you will need to arrange these to be sent back to you at your own cost.
Returns with your own shipping method:

You also have the opportunity to return items with your own shipping method. If this is the case, make sure to choose a door-to-door service because we do not have the option to pick parcels up from a parcelshop. Return shipments sent to a parcel shop will not be collected and will be returned to the customer.

Sale items:

Unfortunately, items with 50% or more than 50% off cannot be returned or refunded. Items between 25-49% off can be returned and refunded in shopping credits.

Made-to-order items:

Unfortunately, custom or made-to-order items cannot be refunded unless arrived with delivery damage.
In case the delivery appears damaged, we ask you to receive it with a reservation. If the contents are damaged, please contact customer service within 48 hours of receipt at hello@thatcooliving.com. Please make sure to keep both the packaging and the products during the claim process.

Late or missing refunds:

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@thatcooliving.com

Can I cancel my order?

Order cancellation is possible as long as your order has not yet been dispatched. Order cancellation and modification is not possible for made-to-order items.