We believe in thoughtful design—and we want you to love every piece you bring into your home. If something isn’t quite right, we’re here to help.

We’re sorry the product didn’t meet your expectations. Here’s how to return your item:

1. Submit your return request:
To request a return, please go to your account page, select the relevant order, click ‘Manage’, and choose ‘Request Return’. Then, select the items you wish to return and submit your request.

2. Pack and ship your item(s):
Securely pack the item(s) using the original packaging and send the parcel to:

Cool Living Ltd.
(att. That Cool Living Returns) Ctra. Reial, 141-143. 08960 Sant Just Desvern, Barcelona Spain

• Return shipping is at your own expense
• Returns shipped or delivered to a pickup point will not be collected and will be returned to you automatically by the courier
• We do not provide return shipping labels
• Please ship your return within 30 days of receipt

For customers outside the EU:
Mark your package as “returned goods” and declare the value as €0 to avoid customs delays, fees or return to you.

We handle exchanges as a new order + return.

If you’d like to exchange an item, simply place a new order and follow the return instructions above.

To be eligible for a return:

• The item must be unused and in original condition
• All original packaging, manuals, and parts must be included
• The product must be shipped in the original or equivalent protective box
• If your item arrived on a pallet, please retain it for return use

Returns must be authorized and packed carefully. Damage caused by improper repacking may affect your refund.

Before placing an order:
Please contact our customer care team if you need additional product details (measurements, finishes, materials, or color guidance). We’re happy to help—especially since customers are responsible for return shipping and restocking fees may apply

• No restocking fee if you opt for a refund in store credit (via That Cool Living gift card)
• A 15% restocking fee applies to:
  • Orders under €10,000
  • With fewer than 10 total items or fewer than 5 of the same item (including size, color, or finish variants)
• Orders over €10,000 or containing 10+ items or 5+ units of the same item are not refundable, but can be returned for store credit, with no restocking fee

• Duties, taxes, or import charges are non-refundable.
• Shipping fees are non-refundable
• Returns of unclaimed parcels or due to incorrect addresses incur a 25% restocking fee + return shipping charges
• Please allow up to 30 days from the return’s arrival for processing
  
  Refunds may be denied or reduced if:
• There is damage, use, animal fur, stains, or missing parts
  We’ll contact you if we notice any issues.
  
  If you paid via Klarna (DE, AT, CH, NL, SE, NO, DK, FI), continue payments or notify Klarna about the return.

We’re unable to accept returns for:

• Custom or made-to-order items
• Cut fabrics
• Hygiene-sensitive products (e.g. mattresses, sofa beds, bedding, rugs, towels, bean bags)
• Clearance/final sale items
• Assembled, installed, or used items
• Gift cards
• Products which have been successfully delivered and signed for via White Glove Delivery

If your order arrives damaged or incorrect, let us know within 48 hours of delivery. Email customercare @ thatcooliving.com and include photos of the item and packaging.

If the damage is visible upon delivery:

• Accept the package with reservation, or refuse delivery
• Retain the packaging and all contents until the issue is resolved

If replacement parts are available and you choose to return the product instead, we’ll deduct any unpaid shipping from the refund.

Please note: We do not cover project delays or labor costs due to damaged or late items.

You may cancel your order before dispatch.
Custom or made-to-order items cannot be canceled once production has begun.

• All cancellations are subject to a 5% cancellation fee
• If the order has already shipped, round-trip shipping costs will be deducted—even if delivery was free

If a return reduces your order total below a campaign minimum, any discounts or gift items may be deducted from your refund. Complimentary items must be returned if your order no longer qualifies.

Our customer care team is here to assist—just reach out to customercare @ thatcooliving.com and we’ll take care of the rest.