What should I do if I receive an incorrect or faulty item?

We’re sorry to hear that you’ve received an incorrect or faulty item. So we can get this sorted for you, please drop us a message via support@excoolent.com with the following info:

-Your name
-Your order number and product name (this can be found on your order confirmation email)
-Picture of the fault / incorrect item
-We will soon get back with proper solution.

Note: We do not offer exchanges/returns for size unless it is our fault for sending the wrong-size/ faulty items. For other reasons like sewing or printing problems, we will take care of them all for you. Please contact us first and we will guide you through the steps.

Please do not send your purchase back to us unless we authorize you to do so.

What is your refund policy?

Your satisfaction is our #1 priority.

We will process a replacement without any extra fee on your part if you have one of the problems below:

Non-receipt of the product within the guaranteed time (20 business days excluding 5-7 days of processing);
Receipt of a wrong item (wrong customized information on the product, wrong product or blurry product); and
Receipt of a damaged product (broken).
Note: In case you do not want a replacement, you can request for a refund. There is no need to return the wrong or defective item.

We do not process a refund in the following cases:

  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, not being at home to receive the delivery, not picking up the packages as requested); and
  • Your order did not arrive due to exceptional circumstances outside the control of Our Store (i.e. not being cleared by your country’s customs, being delayed by a natural disaster, showing “delivery” in the tracking system, having been shipped into your mailbox but gotten lost).

* Submit refund requests within 15 days after the guaranteed period for delivery (20 days) has expired. You can do this by sending an email via support@excoolent.com.

If your request is approved, the refund will be credited to your account or to the original method of payment within 7 business days.