FAQ

Where is my order confirmation?

You will receive an email confirmation to the email address you entered on your order. If you have not received an email confirmation, please check your spam folder. If you have not received an email confirmation, then the order has not gone through or you did not enter your email address correctly. 

Why won’t my discount and/or credit code work?

Please be sure your code is entered correctly and applied before submitting your order. Promotional codes do expire; please look at the terms and conditions of the discount code to make sure the offer is still valid.

If you have received a unique code from us, please keep in mind it can only be used once and cannot be combined with another promotion or be applied to shipping costs. Unique credit codes do not expire.

All promotions and/or codes cannot be applied after the transaction is complete.

Can I cancel my order?

Cancellations are not currently allowed for online purchases. Please only click the “Place Order” button once to avoid multiple purchases.

How can I change something on my order?

Assuming the desired change is applicable, please contact COOL Couture immediately. Once our warehouse has processed your order, we will be unable to make any changes.

When will my order ship?

It may take our team 2-7 days to process your apparel order before shipping. Our jewelry pieces are made to order and will take 3-21 days to create your piece before shipping. Shipping times may vary due to availability of merchandise. Please note to allow up to 5 business days for order processing and verification.

Can I contact you directly with any questions?

Please use the contact form with any questions regarding your order. Please keep in mind that our online customer service hours are on business days from 9:00 am to 6:00 pm EST.