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Shipping, Returns & Refunds

This section contains important information on shipping and delivery.  Please read carefully as it forms part of our Terms and Conditions of Service.   By using this site you are agreeing to accept the Terms and Conditions as set out here.  

1  Shipping Information 

1.1  Shipping Method 

Shipping is normally by e-packet - which is a fast and affordable delivery mechanism for light packages worldwide.  It is a specialized delivery method for e-commerce.  

1.2  E-packet - Costs and Tracking 

For most our goods, shipping is free.   This is possible by the use of ePacket shipping method.  E-packet delivery gives our customers end-to-end tracking at no additional cost, allowing them to easily monitor and locate their package on official websites such as EMS and USPS.  

1.3   How long will e-packet take?

Depending on the destination of the package, customs, holidays, and other delays, shipping times can vary. 

Delivery time is measured in 2 parts - Processing time and Shipping Time.   We aim to select products which have the lowest processing + shipping time to ensure that goods are received by you in a timely fashion.   

Processing time is normally around 5 days.   Shipping time to the United States, is normally between 10-20 days.   

We advise customers to allow therefore between 15-45 days for your order to arrive.

If more than 45 days have passed please email us at:  team@fiveofthecoolest.com to review the status of your order. 

1.4   Failure to ship / non-receipt of goods after 60 days

Due to circumstances outwith our control, packages may take longer that the times listed above - this is possible particularly around holiday periods.  We guarantee a full refund if the product has not been received withing 60 days.  Please refer to Refund Policy below.      

1.5   By entering into a transaction with us you accept these terms of delivery.  Please do not order goods from this site if you require items to be delivered in a short time scale.

2  Returns & Refunds

Not happy with your product?  We offer Buyer Protection!

2.1   Period

Our returns policy expires after 30 days. If 30 days have gone by since your order was received, unfortunately we can’t offer you a refund or exchange. 

2.2  Condition of Item

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

2.3  Non-returnable item

We are unable to accept returns of the following items:  Gift cards; downloadable software products; Personalized Jewelry; Earrings; Undergarments; Swimwear.

2.4   Process

In the first instance, please contact: team@fiveofthecoolest.com who will be happy to assist you. 

2.5  Return address 

We ship all over the world and our return address will vary depending on the physical location of the Buyer.  Please contact team@fiveofthecoolest.com  for the correct postal address for your location. Our products are shipped from 3rd party suppliers and your package may contain postage information relating to that supplier.  Please do not send your purchase back to the manufacturer.

2.6  What to include in your return

To complete your return, we require a receipt or proof of purchase.  Please include this along with your item when you post back to us. 

2.7   Partial refund

There are certain situations where only partial refunds are granted (if applicable)

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error

2.8   Receipt of returned item

Upon satisfactory receipt of the item, we will acknowledge receipt and will notify you of next steps.  If all is in order, your refund will be will be processed, and a credit will automatically be applied to your original method of payment, within 15 days.   We are unable to provide refunds to any other means other than the original method of payment.    We will notify you when a refund has been processed.    

2.9  Exchanges / Gifts

We are a small store and so can only replace items if they are defective or damaged. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.  Please contact team@fiveofthecoolest.com.  

2.10 Customs & Taxes Charges

We cannot refund or reimburse the cost of Customs, taxes, VAT or additional postage expenses that were not paid through this platform.​

2.11 Contacting Sellers 

For the security of our customers, only a buyer's mailing address is shared with sellers. Any issue with an order should only be resolved through the options above.  If a listing includes a seller's direct contact information, we strongly recommend using caution, as Buyer Protection does not cover any transactions that take place outside of this platform.

FURTHER INFORMATION AND SUPPORT

For further information, please contact: team@fiveofthecoolest.com who will be happy to assist you.  

Happy shopping!

 

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