Help - FAQ

1-Select your items, size, and color, then add them to your cart.
2-Review your cart and adjust quantities if needed.
3-Enter your contact details or log in to your account.
4-Make sure your email address and phone number are correct. This information is essential for tracking and delivering your order.
5-Choose your delivery method.
6-Enter your promotional code if you have one.
7-Complete your secure payment.
8-If you selected Mondial Relay delivery, choose your pickup point or locker.
9-Once your order has been confirmed, you will receive a confirmation email summarizing your purchase.
10-As soon as your order is shipped, you will receive an email containing your tracking link so you can follow your parcel in real time.

Delivery is free for all orders over €65.00*Except for destinations outside EUROPE and exceeding a certain weight

Orders are processed quickly by our logistics department. As a result, we are unable to modify or cancel an order that has already been confirmed, even if it is still being prepared.

However, you can refuse delivery of your order or return items you do not wish to keep within 30 days of receipt to be refunded.

The return procedure is explained in the "Returns and defective products" section of our FAQ.

To modify your cart, go to the Cart page. You can adjust quantities, delete an item, or continue shopping before finalizing your order.

Once your order has been confirmed, you will receive a confirmation email summarizing the items ordered. Payment will appear on your bank account immediately or within a maximum of 48 business hours. If you have a customer account, you can also track the status of your order at any time, view the products ordered and the selected carrier from your personal space.

Check that there are no errors in your email address by logging into your personal area.

Also check your inbox to ensure the confirmation email has not been marked as spam and placed in your "junk mail."

You can also consult the "My Account / My Orders" section to check that your order has been successfully registered and validated.

If, despite these checks, you do not get any further information, please contact our customer service at the following address: hello@coolshoecorp.com.

Click on the "My Account" area, then enter your email address to log in or create an account. Then click on the blue arrow.

An email containing a temporary 6-digit validation code will automatically be sent to the email address associated with your account. Enter this code to securely access your personal area.

Each time you log in to your account, a new email with a temporary code will be sent. You will then be redirected to your account page.

To modify your personal information, go to the "Profile" tab of your account. There you can update your first name, last name, email address, and delivery address.

To choose the most suitable size, we invite you to consult the product description and our size guide, available on each product page.

If an item is out of stock, it may be replenished soon. We therefore invite you to check our site regularly for availability.

Please note that products in the "Good Deals" category are generally not restocked once they are out of stock.

If a size or product is no longer available, you can click on "Notify me when available". You will automatically receive an email as soon as it is back in stock.

We offer several payment methods so you can choose the one that suits you best when finalizing your order:

Credit card: secure payment via the CM-CIC Payment platform (CIC). The transaction is encrypted by SSL protocol and carried out directly on the bank's website. Cool Shoe does not have access to your bank details and does not store them.
PayPal: secure payment with your PayPal email address and password. Your financial information is not shared with Cinex SAS.
Apple Pay
Google Pay
Shop Pay

Payments made on our store are fully secured via the Shopify platform, which complies with the strictest security standards (PCI DSS). All transactions are encrypted using SSL protocol to protect your personal and banking data.
Your payment information is never stored or accessible by our company. Payments are processed directly by secure providers (credit card, PayPal, Apple Pay, Google Pay, Shop Pay).

PayPal is a secure payment method available on cool-shoe.com. It allows you to pay for your purchases quickly, with or without a PayPal account.

If you have a PayPal account, simply log in with your email address and password to complete your order. Your bank details remain secure and are never shared with Cool Shoe.

PayPal also allows you to pay by credit card in countries where this option is available, while benefiting from the security and protection offered by the platform.

Sign up for our newsletter and receive a 10% discount on your first order.
New products and exclusive offers reserved for our community. Valid once on your first order.

If you have received a promotional code, enter it in the "Discount" field in your cart, then click "Apply."

You can also enter your code during the payment step, in the "Discount code" box, then click "Validate."

Promotional codes cannot be applied retroactively after order confirmation.

If your promotional code isn't working, there could be several reasons:

You have already used this promotional code
The code's validity date has expired
The items in your cart are not eligible for the offer
The promotional code entered is incorrect or invalid.

Delivery times are calculated from when your package is picked up by the carrier.

Orders are generally shipped within 24 to 48 business hours after validation. Any order placed after 9:00 AM, on a Friday afternoon, Saturday, Sunday, or French public holiday will be processed starting the next business day.

From the moment the package is picked up by the carrier, Cool Shoe cannot be held responsible for any delivery delays.

Estimated delivery times:

Metropolitan France: 3 to 5 business days
Overseas Departments (DOM): 10 to 18 business days
Europe: 7 to 9 business days

⚠️ Carefully check your details before validating your order: full postal address, building, floor, entry code, name on the mailbox, email address, and phone number. This information is essential for the proper delivery of your package.

Home delivery

Your package is delivered to the address you provided when ordering. If you are absent, the carrier may leave a delivery notice or offer a new delivery. Depending on the carrier, the package may be temporarily held before being returned to our warehouse.

Delivery to a relay point or locker

Your package is delivered to the relay point or locker selected when you placed your order. You will be informed of its availability by email and/or SMS. The package will remain available for the period indicated by the carrier before being automatically returned to our warehouse.

Express Delivery

Express orders are generally shipped within 24 business hours after order validation. Orders placed after 9:00 AM, on a Friday, during a weekend, or on a French public holiday will be processed on the next business day.

⚠️ In case of a package return for one of the following reasons: "incomplete address," "recipient unknown at the indicated address," "package refused," "unclaimed," or "not collected at a relay point or locker," the refund will only cover the amount of the returned products. The initial delivery costs will remain your responsibility and cannot be refunded.

Delivery charges are determined by our carriers and the weight of the package, and vary depending on the country and postal code of the delivery address. They are calculated automatically and added to the total amount of your order.
Delivery is free for all orders over €65.00

*Excluding destinations outside Europe and exceeding a certain weight

We deliver to the following countries: Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France (mainland), French Guiana, Germany, Greece, Guadeloupe, Hungary, Iceland, Italy, Latvia, Lithuania, Luxembourg, Malta, Martinique, Netherlands, Norway, Poland, Portugal, Reunion, Romania, Slovakia, Slovenia, Spain, Sweden, and Switzerland.

PLEASE NOTE: If you choose delivery to a relay point/locker, the selection of this relay point will be made after payment.

This delivery method allows you to choose the relay point or locker best suited to your schedule. Relay points are generally local businesses (grocery stores, dry cleaners, newsagents, florists, etc.).

Once your parcel has been delivered, you will receive an email or SMS from the carrier containing the information needed to collect it. Your parcel will remain available for a limited period indicated by the carrier.

To collect a parcel from a relay point, you must present a form of identification and the collection code received by email or SMS. Without this information, the parcel cannot be handed over to you.

For locker deliveries, you will also need the code or QR code sent by the carrier. This will allow you to automatically open the locker containing your parcel.

More information on your delivery and your relay point? Contact Mondial Relay directly. Access our form. Our customer service is also available at 09 69 32 23 32 (cost of a local call) from Monday to Friday from 8am to 7pm and on Saturday from 8am to 6pm.
Please have your parcel number ready; if you do not have it (it usually consists of 8 digits). If you do not have it, please contact the sender directly.

As soon as your order leaves our warehouses, you automatically receive an email containing a tracking link corresponding to the carrier selected during your purchase. Simply click on this link to track the delivery of your package in real-time, from dispatch to delivery.

A tracking link is created based on the chosen carrier. You can also go directly to the carrier's website and manually enter your tracking number to check the progress of your delivery.

You can also track your order from your personal account or go directly to your carrier's website:
https://www.chronopost.fr/fr/suivi-colis
https://www.mondialrelay.fr/suivi-de-colis/
https://www.laposte.fr/outils/suivre-vos-envois

Mondial Relay Delivery: By choosing delivery to a relay point or locker, you commit to collecting your package within the timeframe indicated by the carrier. If the package is not collected on time and is returned to our warehouse, only the amount of the products will be refunded. The initial delivery costs will not be refunded.

If you notice a problem with your delivery, please contact the carrier you selected when placing your order directly:

- Mondial Relay: https://www.mondialrelay.fr/contact-clients-particuliers/
- Colissimo: https://aide.laposte.fr/nous-contacter/l-envoi-ou-la-reception
- Chronopost: https://www.chronopost.fr/fr/faq/destinataire/quand-mon-colis-sera-t-il-livre

If you have not received your order more than one week after the estimated delivery time:

Make sure your order has been confirmed by checking the "My Orders" section of your customer account.
Check the tracking of your package using the tracking link sent in your shipping confirmation email.
Also check for any messages from the carrier (email, SMS, or delivery notice).

If, despite these checks, you do not get any further information, please contact our customer service at: hello@coolshoecorp.com

To ensure the fastest possible delivery, your order is immediately processed by our logistics services. Consequently, we are unable to modify or cancel an order that has already been confirmed.

However, you can directly contact the selected carrier to see if it's possible to change the delivery address or the relay point associated with your order.

If the carrier is unable to deliver to the address provided, your package will be returned to us, and you will be reimbursed for all ordered items.

If your package is returned to the sender, it cannot be reshipped. Your order will be automatically refunded after our warehouse receives and inspects the package. If you wish to receive the items again, we invite you to place a new order on our website.

If the package is returned due to non-collection from a relay point or locker within the time limit set by the carrier, only the amount of the products will be refunded. The initial delivery fees cannot be refunded.

Once your parcel arrives at the relay point or locker, the carrier will send you a notification by email and/or SMS. You can also track your shipment at any time using the tracking link provided when your order was dispatched.

If you use the Mondial Relay application, you will also receive notifications regarding the delivery of your parcel and its availability at the chosen relay point or locker.

Please ensure that the email address and phone number provided when placing your order are correct. Also, remember to check your spam folder, as some carrier notifications may be redirected there.

You can also find your tracking number directly in your customer account and enter it on the carrier's website to check the delivery progress.

If you have not received a notification informing you of your parcel's arrival at a relay point or locker, it is possible that it has not yet been delivered. We invite you to check the tracking of your shipment using the tracking link received in your shipping confirmation email or directly from your customer account.

Also, make sure that the email address provided during your order is correct and check your junk mail (spam), as some carrier notifications may be redirected there.

If, despite these checks, you cannot find any information regarding your parcel, contact our customer service at hello@coolshoecorp.com.

You have 30 days from the date of receipt of your order to make a return.

Returned items must have been purchased directly from cool-shoe.com and be returned in their original condition.

We do not offer exchanges. If you wish to have a different size, color, or model, we invite you to return the item concerned and then place a new order on our website.

To be eligible for a refund, items must be returned in their original packaging, with their tags and any accessories. Products must not have been worn, used, washed, or damaged.

Return shipping costs will be borne exclusively by the customer, except in the case of a defective product or an order preparation error on our part.

Cool Shoe reserves the right to refuse any refund if the returned items do not meet these conditions.

In accordance with Article L.221-18 of the Consumer Code, the Customer has a period of fourteen days from the date of receipt of the order to exercise their right of withdrawal, without having to give reasons for their decision or incurring any costs other than those provided for in Articles L. 221-23 to L. 221-25

Log in to your customer account, go to "My Orders", select the relevant order, then click "Request a return". Next, choose the reason "I changed my mind" to exercise your right of withdrawal.

After receipt and inspection of your return by our quality department, you will receive an email confirmation and the corresponding refund will be issued to your original payment method.

RETURN AN ITEM

1 | DECLARE YOUR RETURN

Log in to your customer account.
Go to the "My orders" section and select the relevant order.
Choose the item(s) you wish to return, indicate the reason for the return, then click "Validate".

Our team will be automatically informed of your request and will provide a prepaid return label. Return fees (€5 or €8 depending on the shipping country) will be deducted from your refund amount.

2 | PREPARE YOUR PACKAGE

Place the items back in their original packaging.
Ensure the products are complete, unworn, and accompanied by their original tags.
Carefully seal your package with the printed return slip inside.

3 | PRINT AND ATTACH THE LABEL

Download and print the return label provided in your return request.
Attach the label to the outside of your package, covering any old shipping labels.

4 | SHIP YOUR PACKAGE

Drop off your package at your nearest post office.
Keep your proof of deposit and tracking number carefully until your refund is validated.

Separate orders must be returned separately to ensure quick and correct processing of your return.

5 | RECEIVE YOUR REFUND

Upon receipt of your package at our warehouse, our logistics team will inspect the returned items.

Once their conformity is validated, the refund will be issued to the payment method used for the order. Processing can take up to 15 business days after the package is received at our warehouse, plus a few additional days depending on bank processing times.

The processing time for your return is 15 days from its receipt in our warehouse. We do our utmost to ensure your refund is processed as quickly as possible.

During sales periods, promotions, or exceptional commercial operations, this delay may be slightly extended due to the higher volume of returns to process.

If you wish to change the size, colour or model, the only solution is to return your item in accordance with our return procedure, and then place a new order on cool-shoe.com.

We do not offer exchanges in Cool Shoe brand reseller stores.

Items purchased from a reseller cannot be exchanged or refunded via our platform.

To process your request as quickly as possible, please contact our customer service by email at hello@coolshoecorp.com or via our contact form with details of the problem and a supporting photo. Our team will get back to you as soon as possible (excluding weekends and French public holidays).

1 | Log in to your customer account.
2 | Go to the "My orders" section and select the relevant order.
3 | Click on ""REQUEST A RETURN""
4 | Select the item(s), choose the reason "Damaged or defective item", then click on "Request a return".

Our customer service will be automatically notified of your request. We will get back to you as soon as possible to analyze the situation and assist you with the product replacement procedure.