Return, Exchange & Refund Policy
Updated Date: November 1st, 2026
We want you to feel confident about what you order, and supported if something isn't right.
This page explains how to request a return or exchange, what happens after your request and when you can expect a refund.
Before ordering, we recommend reviewing the garment measurements and our Size & Fit Guide to find the fit that works for you.
At a glance: contact us within 16 calendar days of delivery. Items should be unworn, unwashed and have their original tags. Return shipping for change-of-mind returns is generally the customer’s responsibility. Exchanges depend on availability.
1. Return Window
For eligible purchases covered by our standard voluntary return policy, please contact us within 16 calendar days of delivery to request a return.
This policy is separate from any mandatory cancellation, withdrawal, refund or consumer guarantee rights available under applicable law.
2. Return Conditions
For standard change-of-mind returns, items should be:
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Unworn and unused, except where reasonable inspection or trying on is permitted by applicable law.
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Unwashed and free from avoidable damage, stains or odors.
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Returned with original product tags and packaging where reasonably available and applicable.
We may assess the condition of returned items in accordance with the applicable return policy and consumer law.
These conditions do not limit your rights in relation to faulty, damaged or incorrectly supplied goods.
3. How to Request a Return
Email contact@reallycoolll.com with:
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Your order number
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The item you wish to return
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The reason for your request
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Any relevant photographs, if the item is damaged or incorrect
Our team will review your request and provide the relevant return instructions.
Please contact us before arranging a voluntary return so that we can provide the correct return destination and processing details.
Statutory cancellation or withdrawal rights are not dependent on receiving discretionary approval.
4. Return Shipping Costs
For voluntary change-of-mind returns, return shipping costs are generally the customer's responsibility unless otherwise stated.
Where a product is faulty, damaged or incorrectly supplied, we will arrange the appropriate remedy and any shipping responsibilities required by applicable law.
If a prepaid return label is available, any applicable charge will be communicated before use.
5. Exchanges
If you would prefer a different size or color, contact us with your order details and the requested replacement.
Exchanges depend on product availability.
If the requested item is unavailable, we will discuss available alternatives, including a return and refund where applicable.
Shipping charges for voluntary exchanges will be explained before the exchange is processed.
6. Refunds
Once we receive and review an eligible return, we will process the applicable refund to the original payment method.
We will confirm when the refund has been initiated.
The time required for funds to appear in your account may vary according to your payment provider or bank.
Refunds required by consumer law will be issued within the applicable statutory deadlines.
7. Original Shipping Fees, Taxes & Duties
Refund treatment for original delivery charges depends on the reason for the return and the rights applicable to your purchase.
For voluntary returns, original shipping charges may be non-refundable where permitted.
For statutory withdrawal rights, qualifying standard delivery charges will be refunded where required by law.
Import duties, taxes and customs charges paid directly to third parties may require separate recovery through the relevant authority or provider.
8. Damaged, Defective or Incorrect Items
If your order arrives damaged, contains an incorrect item or appears to have a manufacturing defect, contact us as soon as possible.
Please include your order number, photographs where available and a description of the issue.
We will review the problem and arrange an appropriate resolution, which may include repair, replacement, exchange or refund depending on the circumstances and applicable law.
Please report issues promptly so that we can help efficiently. A delay in contacting us does not automatically remove any statutory consumer rights.
9. Final Sale & Special Products
Where an item is subject to a specific return restriction, the applicable conditions will be clearly presented before purchase.
A product is not automatically excluded from statutory cancellation or consumer protection rights simply because it belongs to a limited collection or special release.
Any legal exceptions will be applied only where permitted.
10. International Returns
International returns may involve additional shipping time, customs procedures and documentation.
Please contact us before shipping an international return so that we can provide the correct return instructions.
We will explain any applicable charges and available options.
Mandatory rights in your country of purchase or delivery, where applicable to the transaction, remain unaffected.
11. EU & UK Consumer Rights
Customers whose purchases are covered by EU or UK distance-selling consumer protection laws may have statutory cancellation and refund rights.
These rights may include a period to notify us of cancellation, additional time to return goods and specific refund obligations.
Nothing in this policy limits rights or remedies that cannot legally be excluded.
12. Purchases from Other Retailers
If you purchased REALLY COOL® products from an independent retail partner, please contact the retailer that sold you the item for return instructions.
Your rights under applicable consumer law remain unaffected.
13. Need Assistance?
For returns, exchanges, refunds or product-related support: contact@reallycoolll.com