Refund & Exchange Policy
We embrace returns at Cool Clutch because at Cool Clutch we want you to be 100% happy.
It’s our desire for you to immediately fall in love with your gorgeous new Cool Clutch – if you don’t, for any reason, please return it to PO Box 867, Gisborne, Victoria 3437.
There will be no questions asked if you don’t have a reason however we do like to know why, just so we can keep improving our products and your experience with Cool Clutch.
So if it’s because the colour sadly doesn’t match your shoes or you simply have changed we’d love to know. We don’t mean to make the process harder for you we simply want to continue to improve our product offering.
How do I return products to Cool Clutch?
When you place an order with Cool Clutch we send you a confirmation email to let you know when your parcel is on its way. Simply print a copy of that email (so we can reference your order in our system) write on it why you are returning your order and whether you want a replacements or a refund. Pop it into the post to PO Box 867, Gisborne, Victoria 3437.
We can’t take responsibility for goods that are lost in transit so please use a service with tracking.
What if I don’t have my confirmation email anymore?
Just contact us at email@example.com so when your parcel arrives we can identify it and ensure a smooth refund or replacement transaction. Our customer service team will let you know what process to follow.
What can I return?
Anything you are not happy with, preferably within 30 days of order receipt however if you are unhappy with any products we insist you let us know. Please contact us at firstname.lastname@example.org.
What if a product is faulty?
We take great pride in our goods and packaging so we certainly hope that you never receive a faulty product from us. If, on the rare occasion, this does occur please contact customer service on +61 (0)3 5420 7376 or e-mail email@example.com to let us know. If available you can request a replacement or refund for the product.
If you would like to exchange an item – it is a super idea to drop us an e-mail or phone call to let us know which one of the ‘girls’ you are after so that we can put her on hold for you. Please make a note of your order number and the particular name of the handbag in question. We are happy to hold items for one week. The last thing we want is for her to sell out before your return arrives!
Be 100% happy – It is the only way to be!