Last Updated: February 20, 2026
WE STAND BY OUR QUALITY
Faulty Items
Although 99.9% of our gear passes strict quality checks, we acknowledge the occasional slip-up.
If you receive a faulty item, please head to our Returns Portal with photos of the issue.
Policy:
Requests must be submitted via our portal within 30 days of your order fulfilment.
Your Choice:
Exchange, Full Refund, or a Store Credit (+10% extra value).
Our Cover:
You ship the return items back using any of your own preferred carrier and we will pay for the shipping costs once we received items at our QC studio.
Size Exchanges: Two Ways to Play
We accept exchange requests within 30 days of your order fulfilment.
Option A: The Traditional Way.
Return the item to us for a Store Credit then repurchase.
Note: Buyer covers return shipping; original packaging and Cool Family parcel box required.
Option B: The "Size Upgrade Offer" (Recommended! ⭐)
Skip the shipping fees and the wait. Since little legends grow fast, keep the original item (gift it or donate it!)
And we’ll give you 50% OFF to buy the same style in a new size. Just show us your purchase record.
It’s a win-win for everyone.
Change of Mind
Not quite what you expected? No worries. Full-priced items can be returned within 30 days of your order fulfilment for a Store Credit or Full Refund.
Condition:
Items must be in original, unworn condition with all resealable packaging and the original parcel box.
Shipping:
For change-of-mind returns, shipping costs are covered by the buyer.
The Details
Processing:
Once received at our studio, please allow 3 business days for inspection and processing.
Refunds:
Can take up to 2 weeks to appear in your account depending on your bank.
Exclusions:
Sale items, gift cards, and items damaged through wear-and-tear or incorrect washing are ineligible for return.
