FAQ BLACK FRIDAY

1. What is the exchange and return policy during Black Friday?

Purchases made from November 21st onwards have an extended return period until January 10th , to facilitate the gift-giving season.

During special discount periods such as Black Friday, returns are handled exclusively via gift card.
No refunds will be issued in cash or to the original form of payment.

2. How does Early Access work for subscribers?

Our Homies receive special benefits: they get early access to the best Black Friday discounts.

The Early Access code can be combined with discounts already applied on the website, but you cannot use more than one discount code at a time .

The benefit applies to all products , except for specific exceptions.

3. Is the item I want sold out?

If an item appears as sold out during Black Friday, it will not be restocked during the promotional period.

Outside of Black Friday: we restock products regularly, but the dates depend on each model.
We recommend activating the availability alert on the product page to receive a notification when it's back in stock.

4. Can I reserve products in my cart?

No. Adding a product to the cart does not reserve the stock .
Stock is only confirmed when you complete the purchase process.

5. What is the estimated delivery time for the order?

Shipping usually takes between 2 and 5 business days .
Orders are prepared Monday through Friday.

During Black Friday, delivery times may be slightly longer due to the volume of orders.

6. How can I track my order?

When your order is picked up by the carrier, you will receive an email with the tracking link .

7. Can I cancel or modify my order?

We cannot guarantee cancellations once the order has been placed.

It is also not possible to change the size or address after the order has been processed.
If the address is incorrect, the package may be returned to the sender and we will help you manage it.

8. Can I use a gift card during Black Friday?

Yes, you can use your gift cards as normal during Black Friday.

If you return an order paid for with a gift card, the refund will be issued again as a gift card .

9. What payment methods are available during Black Friday?

All usual methods are available, except for specific restrictions from external providers.

10. What do I do if I receive a defective product?

Our warranty policy normally applies.
Contact support with photos of the product and your order number so we can help you as soon as possible.

11. How long does it take for support to respond?

We respond within 24 business hours .
During Black Friday, response time may be slightly longer due to high demand.

12. How do I contact Support?

You can write to us at support@coolway.com or fill out the form below.
We only respond via email.