FAQ

SHIPPING INFORMATION

Orders are processed Monday - Sunday. Check your confirmation email for your tracking number. Options in to live tracking information via text message from your shipping confirmation email. Buyers are responsible for local duties, taxes and advancement fees at delivery in countries where applicable. We are not responsible for failed to deliver your packages, lost, stolen, tampered with or carrier delayed packages incurred by recipients‘ inappropriate operations or incorrectly provided addresses.

Currently, we provide shipping services in United States, Canada, United Kingdom, Australia and Japan. For the rest of world, please contact us via email.

We ship your package from Hong Kong. Total Delivery Time = Processing Time (5-7 business days) + Shipping Time (Depends on shipping methods and your locations). Please note, we will provide the tracking number of your package once it is available. But the tracking updates are not available until your package arrives the country of destination if you select standard shipping.

To United States: Standard shipping (USPS/EMS/4PX) arrives in 15-25 business days. Orders up to $149.99: $8.99; Orders over $149.99: FREE. Priority shipping (DHL Express) arrives in 5-10 business days: $30.

To Rest of the World: Shipping cost varies with your address and will be calculated at checkout.

RETURNS & EXCHANGES

RETURNS: Our policy lasts 7 days. If 7 days have gone by since you've received your item(s) as according to the tracking information, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item(s) must be unused and in the same condition that you received it. It must have original brand tags, COLD & PINK authenticity guaranteed security tag and also be in the original packaging.

We only accept returns: if the products are damaged or defective. If we ship incorrect products, you can contact us to replace.

We do not accept returns for incorrect sizing unless it is a mistake on our end. You are responsible for selecting the correct size. Size charts are available for each product with the exception of one size fits all items. In the event you do receive the incorrect size you are required to send us a photo of the label and we will match it with your order. Please contact us if you ever need help with sizing. We do not issue refunds if you order the incorrect size.

To complete your return, we require a receipt or proof of purchase or order confirmation. Please do not send your purchase back to the sender adress. Please email us at contact@coldandpink.com for returns instructions.

REFUNDS (If Applicable): Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE REFUNDS (If Applicable): Some banks/credit card companies require up to 10 days to process refunds but majority of the time you should receive your funds in a shorter time period. Please contact your payment provider to verify the refund if we have already sent you a refund notice but you are yet to receive the funds.

EXCHANGES (If Applicable): We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@coldandpink.com for further assistance.

CANCELLATIONS (If Applicable): You can cancel your order within 24 hours. We'll automatically cancel the items that are out of stock or sold out in your order and refund money back. For oversea customers, we won't provide regional tracking information until your package arrived international transfer point. Once your package departs original shipping location, we are no longer able to cancel your order. However, you may apply for a return via our Returns Process. Errors made by customer or cancellations are subject to a restocking transaction fee-3% of order values.

To return your product, you must email us at contact@coldandpink.com to arrange for shipping. Depending on your location we offer a return address which is closer to you. Although, it is up to our discretion to choose which return address your item is mailed to. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.