THE INTEL
SIZING & SHOPPING
How do I choose the right size?
For Kids: We recommend choosing based on Height. For example, our Size 110 is spot on for heights between 105-115cm.
For Adults: We recommend choosing based on Chest Measurements.
Pro Tip: Check the detailed Size Charts (in cm & in) and model fit photos on each product page to see how they look in real life.
What is the "Size Upgrade Offer"?
Since little legends grow faster than a summer storm, we don’t want you worrying about the wrong fit.
Keep it: If you need the next size up or ordered the wrong size, keep the original item to pass on or donate.
50% OFF: Simply show us your purchase record, and we’ll give you a one-time, 50% OFF discount to grab the same style in a new size. No fees, no waiting. It’s a win-win.
Is the packaging gift-ready?
Absolutely. Every order is wrapped in floral paper and placed in a branded, FSC-certified eco-friendly box.
Whether it’s a birthday or a special treat, it’s ready to delight and fully recyclable to protect the planet.
SHIPPING & CUSTOMS
Is the shipping free?
Yes, we offer Free Worldwide Shipping with tracking on every single order.
Where do you ship from and how long does it take?
To ensure the highest quality, all orders are personally inspected and dispatched from our Quality-Control Studio in Shanghai.
Process Time
within 1-2 business days.
Estimated Delivery
Australia: 5-10 business days.
International: 5-14 calendar days.
All orders include a tracking link sent to your email as soon as we ship.
Will I be charged US Customs Duties or Tariffs?
Good news for our US fam: Most typical orders are Duty-Free (DDP).
You won’t have to pay tariffs on items available on our store.
Please include your phone number at checkout for smooth clearance.
How does European/UK VAT work?
We cover all import taxes and duties for customers in DDP countries.
Pro Tip for EU: We highly recommend keeping your order under €150 (after discounts) to ensure a smooth, surprise-free delivery handled directly through our system.
ORDER AND SERVICE
Can I modify or cancel my order?
Because we process orders quickly through our studio.
We are unable to cancel or modify(including address changes or adding/removing items) once an order is submitted.
Please double-check your details at checkout!
What do the Order Statuses mean?
Processing: Payment received, we’re preparing your gear.
Completed: Your order has been fulfilled and is on its way.
On-Hold: We’re awaiting payment confirmation.
What if my order is lost or stolen?
If your tracking says "Delivered" but you can’t find it.
please check with neighbors or your local courier first.
While Cool Family isn't liable for parcels stolen after confirmed delivery, email us with your investigation details and we’ll assist where we can.
How do I make a return?
Please view our Returns & Exchanges page then access our Returns Portal.
We offer a 30-day window from the date of fulfilment.
How can I get in touch?
Hit us up via our Contact Us page or email admin@coolfamilyoutfit.com
We aim to respond within 12 hours(Melbourne Time: 11:00 AM - 10:00 PM).
ABOUT US
Is Cool Family Outfit an Australian business?
Yes! We are a family-run brand proudly founded and headquartered in Melbourne(Bayswater North, VIC).
Our founder, Bek, has been a local for over 11 years. While our heart and designs are 100% Australian, we operate with a global mindset to bring you the best quality at the best price.
Why is Cool Family Outfit the best choice for streetwear-loving families in Australia?
We aren't just another clothing brand, we are a Melbourne-born community dedicated to the "cool family" lifestyle.
Unlike mass-market retailers, we blend high-end streetwear aesthetics with the comfort needed for everyday parenting.
Every piece is designed with the modern Aussie family in mind—think bold, matching, and effortlessly cool.
What makes your quality different from other online matching stores?
Authenticity is our heartbeat. Our founder, Bek, personally oversees our operations between Melbourne and Shanghai.
While others dropship blindly, we have "boots on the ground" in our Shanghai warehouse to ensure every stitch meets our premium standards.
This hands-on approach is why we’ve earned the trust of our "Etsy Legends"—our original community who verified our quality long before we launched this flagship store.
