Returns
We hope that you are entirely satisfied with your purchase. However, if you need to return an item, we're here to help.
Returning Standard Products
We are happy to accept returns of non-personalised items within 30 days of receipt, provided the item is:
- Unworn and unused
- In its original condition
- Returned with all original packaging, labels and tags intact
Once your return has been received and inspected, any approved refund will be processed to your original payment method.
Please note that return postage costs are the responsibility of the customer unless the item is faulty, damaged, incorrectly supplied or not as described.
Personalised Products
Many Cool Flo products are available with custom embroidery, personalisation or made-to-order branding.
Because these products are made specifically for you, we are unable to accept returns or offer refunds unless the item is faulty, damaged, incorrectly supplied or not as described.
Please ensure all personalisation details are checked carefully before placing your order.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, incorrectly supplied or not as described, please contact us as soon as possible at info@coolflo.co.uk with your order number and photographs where appropriate.
We will review the issue and arrange an appropriate remedy, which may include a replacement, repair or refund.
Returning Your Item
Most orders are dispatched from our London depot. If your parcel was shipped from London, please use the returns form enclosed with your order and return the item to:
Cool Flo Returns
Unit 35, Nobel Road
London
N18 3DW
United Kingdom
If your parcel was shipped from our Cobham unit, please check the sender details on the parcel label and download the Returns Form (Cobham) below, following the instructions provided.
Please download this Returns Form (Cobham) and follow the instructions included.
The item must be returned in its original condition with all packaging, labels and tags intact.
Unless the item is faulty, damaged, or incorrectly supplied, return postage costs are the responsibility of the customer.
We strongly recommend using a tracked postal service and obtaining a Proof of Posting Certificate from your chosen carrier, as we cannot be held responsible for items lost in transit.
Please allow up to 14 working days from receipt of your returned item for your return to be inspected and processed.
Exchanges
If you would like to exchange a standard product for a different size or colour, please contact us and we will do our best to help, subject to stock availability.
Personalised products cannot be exchanged unless they are faulty or supplied incorrectly.
Need Help?
For more details please contact orders@coolflo.co.uk.
Click to see Cool Flo terms & conditions.
