FAQ

Here you will find answers to the most common questions about shipping, returns, sizing and payment. If you can't find what you're looking for, write to us at servicios@coolchap.es.

How much does shipping cost?

Standard shipping to Peninsular Spain costs €4.95 and is free on orders over €190. Conditions for other destinations are shown at checkout.

When will I receive my order?

We prepare your order in 1–2 business days, and delivery in Spain takes 2 to 4 business days from the moment the parcel leaves our warehouse.

How can I track my order?

When your parcel leaves our warehouse you will receive an email with the tracking link. You can also enter your tracking number on our order tracking page.

Can I return an item?

Yes. You have 30 days from delivery to return it free of charge, as long as it is unworn and in its original box and packaging. Sale items follow the same 30-day rule.

When will I get my refund?

Once we receive the return, we issue the refund to the original payment method within 3 to 5 business days.

Can I exchange the size or colour?

Yes. Size or colour exchanges are free within 30 days of delivery, subject to stock availability. Write to us with your order number and we will explain how to do it.

What if my order arrives damaged or defective?

Write to us within 72 hours of delivery, attaching photos of the item and the packaging. We will arrange an exchange or a full refund at no cost to you.

How do I choose my size?

Our shoes are true to size, in EU sizes 35–41 (some styles up to 45). If you have wide feet, we recommend going one size up. See our size guide for conversions and insole lengths.