Frequently Asked Questions

Tracking your order is easy! Here's how:

1. Email Notification: You'll receive a tracking number via email once your order ships
2. Account Dashboard: Log into your account to view order status and tracking
3. WhatsApp: Message us with your order number for instant tracking updates
4. Carrier Website: Use the tracking number on the shipping carrier's website

Most orders ship within 1-2 business days, and you'll receive tracking information as soon as your package is on its way.

Shipping times vary depending on your location and the shipping method chosen:

• Domestic (US): 3-7 business days
• Canada: 5-10 business days
• International: 7-21 business days
• Express Shipping: 2-5 business days (additional cost)

Processing time is typically 1-2 business days before your order ships. You'll receive an email with tracking information once your package is on its way.

We understand that sometimes you need to make changes to your order. Here's our policy:

• Within 2 hours: Contact us immediately for order modifications
• After 2 hours: Orders cannot be changed once processing begins
• Cancellations: Must be requested within 2 hours of order placement
• Size changes: May be possible if the item hasn't shipped yet

For the best chance of modifying your order, contact us via WhatsApp or email as soon as possible. We'll do our best to accommodate your request!

We want you to love your CoolClads purchase! Here's our return policy:

• Return Window: 30 days from delivery date
• Condition: Items must be unworn, unwashed, and in original packaging
• Return Shipping: Customer pays return shipping costs
• Refund Time: 5-10 business days after we receive your return
• Final Sale Items: Cannot be returned (clearly marked on product pages)

To start a return, contact us via WhatsApp or email with your order number and reason for return. We'll provide you with return instructions and a return authorization number.

Exchanging for a different size is easy! Here's the process:

1. Contact Us: Reach out via WhatsApp or email within 30 days of delivery
2. Provide Details: Include your order number and desired new size
3. Check Availability: We'll confirm if the new size is in stock
4. Return Original: Send back the original item in unworn condition
5. Receive Exchange: We'll ship the new size once we receive your return

Size exchanges are free of charge, but you'll need to pay return shipping for the original item. We'll cover shipping for the replacement item.

We take quality seriously! If your item arrives damaged or defective:

• Immediate Contact: Contact us within 48 hours of delivery
• Photos Required: Send clear photos of the damage/defect
• Free Replacement: We'll send a replacement at no cost
• Free Return: We'll cover return shipping for damaged items
• Refund Option: You can choose a full refund instead

Please don't wear or wash damaged items. Contact us immediately so we can resolve the issue quickly and ensure you're completely satisfied.

Finding the perfect fit is important! Here's how to choose the right size:

• Size Charts: Each product has detailed size measurements
• Measure Yourself: Use a tape measure for chest, waist, hips, and inseam
• Fit Guide: Check if items run true to size, small, or large
• Customer Reviews: Read reviews for sizing feedback from other customers
• Contact Us: WhatsApp us for personalized sizing advice

If you're between sizes, we generally recommend sizing up for a more comfortable fit. Don't hesitate to reach out for personalized sizing recommendations!

Absolutely! Quality is at the heart of everything we do at CoolClads:

• Authentic Products: All items are genuine and sourced from reputable manufacturers
• Quality Control: Every product undergoes strict quality checks
• Premium Materials: We select only the finest fabrics and materials
• Durability: Our clothing is designed to last through multiple seasons
• Customer Satisfaction: We stand behind the quality of every item

We're committed to providing you with authentic, high-quality fashion that exceeds your expectations. If you're ever not completely satisfied, we'll make it right!

We're committed to inclusive fashion! Here's our current sizing:

• Women's Sizes: XS to XL (some items available in XXL)
• Men's Sizes: S to XXL (some items available in XXXL)
• Plus Sizes: We're expanding our plus-size collection
• Petite Options: Available for select women's items
• Custom Requests: Contact us for special sizing needs

We're constantly working to expand our size range to serve all our customers. If you don't see your size available, please contact us - we may be able to help or let you know when it will be back in stock.

We accept all major payment methods for your convenience:

• Credit Cards: Visa, MasterCard, American Express, Discover
• Digital Wallets: PayPal, Apple Pay, Google Pay
• Bank Transfers: Available for select regions
• Buy Now, Pay Later: Klarna, Afterpay (where available)
• WhatsApp Orders: Payment arrangements made directly

All payments are processed securely through our trusted payment partners. Your financial information is encrypted and protected at all times.

Your security is our top priority! Here's how we protect your information:

• SSL Encryption: All data is encrypted using industry-standard SSL
• PCI Compliance: We meet the highest security standards for payment processing
• Secure Partners: We work with trusted, certified payment processors
• No Storage: We don't store your complete payment information
• Fraud Protection: Advanced fraud detection systems in place

You can shop with confidence knowing your payment information is protected by the same security measures used by major banks and financial institutions.

Yes! We regularly offer promotions to help you save on your favorite styles:

• Newsletter Signup: 10% off your first order
• Seasonal Sales: Up to 50% off during major sales events
• Student Discount: 15% off with valid student ID
• Bulk Orders: Special pricing for orders over KES 30,000
• Referral Program: Earn credits for referring friends
• WhatsApp Exclusive: Special deals for WhatsApp customers

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