Frequently Asked Questions

Unfortunately not! We don’t have any collection points at this stage. We are working on this and will update our cool clients once this option becomes available.

Yes many of our products are customizable and options are outlined on the product page, so look out for customization options there. Alternatively email us on here for all customization queries.

Unfortunately it is not possible to change your delivery address after confirming your order. Kindly double check that your address and contact details are correct at checkout.

To change your delivery address permanently for future orders, please update it when you login to Here

Yes, as long as your delivery address is within our serviced area.

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. Alternatively, email us  on here to get custom shipping quotes.

It depends on where you are. Orders processed here will take 1-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.

Yes, you can! If you are not entirely satisfied with your order or item received, you are welcome to drop it off at our Johannesburg warehouse.

Simply log a return via our Return Center and follow the below steps:

1. Click on the relevant order 
2. Scroll down and select the big ‘LOG A RETURN' button at the bottom of the order.
3. Choose 'Drop off product' and follow the instructions.

Once your return is logged, our customer service team will evaluate and validate your return for eligibility before it is processed.

Please note: No returns will be accepted without prior authorisation being obtained.

Unfortunately not. The complete product, including all it’s accessories has to be returned, as we may need to provide you with a complete replacement or full credit / refund.

We always aim to ensure our customers love our products, but if you do need to return an order, we’re happy to help. 

• Visit our returns center
• Enter your order number and email address to start
• Follow the instructions and select the items you want to return
• Once your request is approved, you will get a confirmation email with shipping guidelines

Sure! Sale products can be returned and the reduced selling price at the time of the purchase will be credited to your selected method of payment.

We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.

A Manufacturer Warranty product is an item whereby the relevant supplier or manufacturer chooses to manage defective product returns directly with the customer. 

How to log a return:

• Go to your Returns Page
• Select the ‘Log Return’ button
• Select the order containing the item you wish to return
• Instructions on how to proceed with your Manufacturer Warranty product return will be provided on this page

A Manufacturer Warranty comes into effect after 7 days of receiving the product and is only applicable to defective products. Returns for any other reason will be facilitated by Coolcart Returns Team, provided the return is logged within 30 days of receiving the product.

For instructions on how to ship the returned products, refer to the email received after placing the return request.

When returning an unwanted item, there are a number of things to remember as we might not credit you for the same amount you initially paid.

• Shipping Fee

This fee is non-refundable for "changed-mind" returns.  We've paid the couriers and they won't refund this amount to us as their services have already been rendered.

• Collection Fee

This fee is normally the same as the shipping fee.  Sometimes the collection fee will differ due to the location of the collection address or the nature of the item. The collections fee will be automatically deducted from your refund.

• Drop Off

If an item is dropped off at one of our Distribution Centre, we will not charge a collection. After logging a return here, you are welcome to drop off Monday - Friday between 08:00 - 16:30.

Please note that the above terms do not apply to faulty or incorrect/damaged items.

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.

If the purchased product is faulty, reach out to us within 7 days of the delivered date.

The following refund options are supported:

• Refund to the original payment method
• Refund to store credit (if applicable)

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 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. Please view more T and C's at our website footer.

In accordance with federal and state guidelines and for the safety of our consumers, suppliers and carriers, some products are non-returnable and non-refundable. Please see below for information on product categories where these restrictions may apply. 

Health and Beauty

• Perfumes and Fragrances
• Skin Care Products
• Makeup and Nail Care Products
• Personal Grooming Products
• Aromatherapy and Massage Products 
• Vitamins and Supplements
• Medical Supplies and Equipment
• Dental Care Products
• Insect Repellents and Sunscreens

Personal and Perishable Items

• Intimate Apparel
• Body Jewellery
• Products containing food items
• Flowers and Plants

Other Non-Returnable Items

• Items that fall outside of the product warranty period
• Computer laptops, desktops, and Kindles more than 30 days after delivery
• Items classified as hazardous materials or that use flammable liquids or gases (contact the manufacturer directly for service, warranty, return, and refund information)
• Downloadable software products
• Online subscriptions after they have been accessed
• Gift cards
• Grocery products
• Open ink Cartridges

Non-Returnable If Opened

• Mattresses (unless damaged or defective)
• Mattress Toppers and Pillows
• Items sold in bulk or by the case

Non-Returnable if worn, or if tags/liners are removed

• Swimwear
• Designer Clothing
• Designer Handbags and Accessories

• Within 30 days from the date of purchase
• In unused and resellable condition
• In the original packaging with all the tags intact
• items not on the non-refundable list

Offcourse! For all your Corporate Procurement, please call us on 087 250 2030 or email us on orders@coolcart.co.za

As well as being notified by email, you can check the progress and status of your order by logging into your Coolcart account and clicking on "My Items" > orders. Every product ordered will be listed, by clicking on each you will get the status of that product. 

Not when you order with Coolcart :-) 

If you have any additional queries not adddress, please email us on support.co.za and one of our cool support staff will get in touch with you.

Most often, order cancellations result from our supplier running short on stock unexpectedly.

While we make every effort to make sure our stock information is accurate when you place an order, occasionally this can happen.

We might also cancel your order if the delivery failed 3 times after attempting to do delivery. If we've had to cancel your order, we'll credit your account with the value of your order as soon as possible.

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