ORDER - SHIPPING - RETURNS

CUSTOMER ACCOUNT

No customer account is needed to place an order on www.cool-shoe.de.

CAN I CANCEL AN ORDER?

As our main goal is shipping out product as fast as we can to reduce waiting times, unfortunately orders cannot be cancelled. However, you can return the ordered goods to us if they don't meet your expectations.

CAN I CHANGE AN ORDER?

Unfortunately, again our main goal is shipping out product as fast as we can to reduce waiting times, changes to the order are not possible due to the immediate processing of the order. You may place an additional order and use the return option.

CAN I EXCHANGE AN ORDER?

We are sorry, but due to the system it is not possible to exchange your order for another product or size. Please return the undesired item to us as standard and place a new order. Your desired item will then be with you much faster.

FREIGHT COSTS (island shipping excluded)

Please search for your shipping country in our freight cost overview.
For overseas shipping please contact shop@cool-shoe.de

TYPES OF DELIVERY

Currently we offer the possibility to ship Europe-wide with GLS, DPD, DHL and UPS. We will choose the most suitable shipping service for you. Please note that we cannot deliver to PO boxes.

DELIVERY TIME & TRACKING

We strive to deliver your order as quickly as possible. Most of the time we ship in 2 to 4 business days, however, depending on the destination, the transit time can range from 4 to 8 business days.

As soon as the shipment leaves our logistics you will receive a shipping confirmation with tracking number of the logistics partner.

DELIVERY TO NON EU-COUNTRIES

Our prices in the online store are inclusive of VAT. If you order from outside the EU, additional fees such as taxes and customs duties may apply. These are to be paid by you upon import. For more information please contact your local customs office.

WE PARTICIPATE IN THE CLIMATE PROTECTION PROGRAMS OF OUR SHIPPING SERVICE PARTNERS

For an example, we participate in Klima Protect from GLS. This enables us to deliver parcels in Germany as well as abroad in a climate-neutral manner through compensation. This means that the greenhouse gas emissions caused by parcel transport and our other business activities with GLS are fully offset. To ensure this, various certified climate protection projects are supported in cooperation with ClimatePartner. You can access our certificate from GLS here.

At OPEN OCEAN, we strive to make our entire production and supply chain as sustainable as possible. This includes, in no small part, of course, shipping our products to the customer. We asked ourselves the question: "Does every order really need a brand new shipping package?" We came to the conclusion that it doesn't. Since then, we've been using boxes multiple times, giving them a longer life cycle. For us, this is the most sustainable way to package orders. This way we save important resources, reduce packaging waste and lower CO2 emissions. So it may well be that your next OPEN OCEAN product finds its way to you in a box that has already been used several times. Just follow our example and send our shipping packaging on another journey - OPEN OCEAN and the environment will be thankful for it!

RETURNS FROM EU COUNTRIES

We think our products rock but if you purchased a product directly from our site and aren’t happy for any reason, simply return it to us unused and originally packed within 30 days and we will refund your product.

Download the return form, fill it in completely and add to your return.

Send your return to:
Open Ocean Sports GmbH
Schleifweg 3
74257 Untereisesheim
Germany.

Returns for orders from Germany and Austria are free of charge from 100,- Euro order value. Please fill out the return label completely and email it to shop@cool-shoe.de. Then you will receive a shipping label from us.

Please keep the receipt that you receive when you post the parcel. We will need it to trace your return if the parcel gets lost. Otherwise, we will not be able to process any refunds.

After we have received your product, we will check for any defects or damages first. After that we will process your refund depending on your payment method. For any assistance, please contact shop@cool-shoe.de.

RETURNS FROM NON-EU COUNTRIES

Returns will be shipped at your own costs. We advise you to consult the relevant customs authorities before sending your order back. In order for us to receive your returned parcel, you must state to the delivery service that the parcel is a return of products recently imported and attach the import sales tax and duty receipt to the package.We will not accept a returned parcel without the import tax sales and duty receipt. Each delivery service has the information they need on their website to send a parcel back to the EU. You will find our EORI Number (DE4947479) on the invoice in the package.

When shipping a product back to us, contact the relevant customs authority and request the VAT paid back for the products you are returning. For more information about VAT and customs, please contact the relevant customs authorities.