FAQ

Frequently Asked Questions (FAQ)

1. How can I contact customer support?

  • Telephone: 0208/468 447 94 or 0151/127 2323 2
  • E-Mail: info@cool-pak.de
  • live chat
  • Social Media: Instagram
  • contact form
  • Visit on site: Lothringer Straße 139, 46045 Oberhausen

2. What payment methods do you accept?

  • Klarna
  • Sofortüberweisung
  • Cash payment in the showroom & sales room
  • Amex
  • ApplePay
  • GooglePay
  • maestro
  • Mastercard
  • PayPal
  • Visa

3. What is your return and refund policy?

  • Return Policy and Deadline: You have the right to return your order within 14 days of receiving the product. Please make sure that the product is in unused and undamaged condition and is in its original packaging to ensure a smooth return.
  • Return process: To initiate a return, please contact our customer support. Include your order number and the reason for the return. Our customer support will then assist you with the further processing.
  • Return costs: The costs of returning the product will be at your expense, unless the product has a defect or misdelivery for which the company is responsible.
  • Refund: Once we have received and inspected the returned product, we will refund your purchase price, minus any shipping charges. Refunds will usually be made using the same payment method used for the original purchase.
  • Damaged or faulty products: If the product you received is damaged or does not meet the expected specifications, please contact our customer support as soon as possible. We will promptly investigate the issue and offer an appropriate solution, be it a replacement or a full refund.

4. Can I track my order?

Of course you can track your order with us. We want to offer you a smooth experience and keep you informed about the current status of your order. Here are the steps on how to track your order:
  1. Order confirmation: Once you have placed your order with us, you will receive an order confirmation by email. In this email you will find your order number and a summary of the products purchased.
  2. Shipping confirmation: Once your order has been shipped, you will receive another email with a shipping confirmation. This email will contain information about the shipping provider and a tracking number that you can use to track the progress of your shipment.
  3. Tracking: To check the current status of your shipment, simply click on the tracking link provided in the shipping confirmation email. This will take you directly to the shipping carrier's website where you can enter the tracking number. Alternatively, you can enter the tracking number manually on the shipping carrier's website.
  4. Delivery time: You can track the progress of your order to see the estimated delivery time. Please note that the delivery time may vary depending on the shipping method and delivery address.
  5. Customer Support: If you have any problems tracking your order or have any further questions, our customer support team is happy to assist you.

5. How long does it take to process an order?

Processing and delivery usually takes up to 3 working days.