My package arrived incomplete, or I received the wrong product.

Once in a while sellers may mistakenly pack a different item, of a wrong colour or size. If this happened to you, then please contact Coolbe support. We will surely find a solution!

How do I contact Coolbe support?

Scroll down to the end of this article and click on There is no answer to my question or simply send us an email at support@coolbe.fi.

Do not forget to include the order number, highlight the issue and attach photos of the received items and postal packaging/labels.

N.B. Quality claims can only be accepted within 30 days after the receipt of the product. Our support agents may ask you to provide additional info such as photographs and/or videos, as well as specify the photo/video requirements. In some cases, you may be asked to destroy the item or give it to the charity of your choice, both with video/photo confirmation. Please do not throw away the item until the issue is resolved.

Can my refund request be denied?

It can be if:

• More than 30 days have passed since the product receipt
• You made a mistake and picked an incorrect colour or size when placing an order
• Photo/video proof is inconclusive or of poor quality
• Images are modified, retouched or otherwise falsified

When will I get my money back?

The money will be returned to the original source of payment within 14 days after the order changes its status to Refunded.