Shipping policy

Once your order is placed, you will receive a confirmation email that our team has received your order. And as soon as your order leaves our facilities, you will receive an automatic email with your tracking number. It may not appear immediately on the system, so please just wait a few hours before checking it.

The product you ordered will be shipped by our shipping partners as soon as possible and no later than two days after purchase. We use BATCH LOGISTICS (CTT Expresso) as our local carrier partner (and also for Europe) and DHL GoGreen Express International (carbon-neutral) as our international carrier (Europe and Rest of the World). You will be asked to select one of these delivery methods during the checkout:

 

Portugal – Batch - Next Day (CTT Expresso) (delivery on 1-2 business days) => 3,9€

Portugal Islands – Batch (CTT Expresso) - 2-3 business days => 7,5€

Spain – Batch (CTT Expresso) (delivery on 1-2 business days) => 5,9€

Europe zone 2 (Austria, Belgium, France, Germany, Ireland, Italy, Netherlands, Czechia, Slovakia, Slovenia, Greece, Hungary, Lithuania) – Batch (CTT Expresso) (3-5 business days) => 15,9€

Europe zone 3 (Denmark, Finland, Norway, Poland, Sweden, Estonia, Latvia, Malta) – Batch (CTT Expresso) (3-5 business days) => 16,9€

Europe zone 4 (Croatia, Iceland, Luxembourg, Switzerland, United Kingdom) – DHL GoGreen Express International (carbon-neutral) (3-5 business days) => 19€

Rest of Europe – DHL GoGreen Express International (carbon-neutral)  (1-4 business days) => 24,9€

Rest of the world – DHL GoGreen Express International (carbon-neutral)  (1-4 business days) => 28,9€

 

If you didn't receive your product in the estimated time, please bear in mind that carriers’ tracking information may be incorrect, and packages may be marked as delivered before they actually arrive. Your package will probably be delivered within a few days, but it’s good idea to check with your neighbors or post office for more information in the meantime! However, if you don’t receive your order in a couple days, please send an email to hello@coolmoodcommunity.com with your order number and tracking information, so that our Customer Team can give you further assistance.

 

If you have received a package, but it wasn’t your order, we’re really sorry for the mix up with your order! Please send an email to hello@coolmoodcommunity.com with your order number and pictures of the products you have mistakenly received. Please bear in mind that all order issues must be reported within 15 days of delivery.

 

Final price is inclusive of tax and duties, however not all currencies have tax and duties included. If your shipping address is a non-EU country be aware it could incur customs charges. If applicable, the customer will be responsible for paying additional charges for customs clearance. Customs policies vary generally from country to country, so please contact your local customs office for further information.

 

We accept the following payment methods: Visa, Mastercard, American Express, Maestro, UnionPay, ShopPay, Apple Pay, Google Pay and Paypal.

 

Shipping fees are non-refundable in the case of returns