We aim to process and ship all orders within 1-2 business days of purchase. This time is subject to change due to the nature of production and heavy order volumes.
Can I amend shipping information once have submitted my order?
Once an order has been completed, we cannot change the shipping address - unless it is a simple adjustment to a spelling mistake. What we can do is withhold the stock (for a maximum of two weeks), cancel the order and allow you to purchase the item again. You can then refund your original order. The refund is instant if purchased with PayPal or Apple Pay and takes up to 10 days if bought on a credit/debit card.
How can I track my order?
As soon as your order is dispatched you will receive an email notification that will include relevant tracking information. If the service is available, some of our shipping partners will give you a one hour window in which your order will be delivered.
NON-EU customers shipping information
Our shipments are DAP (delivery at place), meaning that it is your responsibility to pay any applicable import duties and charges on delivery. Import duties are charged once the delivery reaches its destination country. A-COLD-WALL* has no control over these charges, and cannot tell you what the charge would be, as customs policies vary from country-to-country. Please note that customers take full liability for all shipment costs and any eventual customs charges even if they refuse to accept a parcel due to high import duties or taxes.
To return a purchase, your item(s) must meet the following criteria:
Be returned within 14 days of your delivery date
Be in its original, unused, unaltered and unwashed condition
Be returned with original tags and packaging
Footwear must be returned with the dust bag and original shoe box as these are considered part of the product. Please place the shoe box inside a shipping box in order to prevent damage during shipping.
A-COLD-WALL* reserves the right to reject returns which do not comply with our return policy. Returns that fail to comply with our policy may be sent back to the original shipping address at our discretion.
Exchanges
We are unable to offer exchanges at this time, we do however accept returns. We request that you return the original merchandise for a refund and proceed to place a new order for the appropriate item.
Refunds
Once your item(s) have been returned you must allow 5-7 working days for your original payment method to be reimbursed. Once your refund has been processed, you will receive confirmation to the email address provided when checking out. Your bank may require extra time to process the refund onto your account.
Please note that original shipping fees are not refundable.
