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Policy / Help

For help with anything, online or offline: support@thecoolclub.co
We aim to answer all requests within 4 hours (business days).

Frequently Asked Questions

The deck I want is no longer in stock, will it be coming back?
What makes the Cool Club so great are the limited edition decks produced in one-off batches. This means that once a product is out of stock it unfortunately won’t be coming back. But fear not, every year there's always a new collection for you to cop.
My order hasn’t arrived yet?
More often than not, dogs are notorious for delaying our beloved postman. So we ask you to allow 2-3 days to each side of the estimated delivery times. Still no treats in your mailbox? Please hit us up at support@thecoolclub.co and we’ll put on our spectacles to find a solution.
Can I place an order online and collect it at the studio?
Why yes, of course. If you’re ordering from the Amsterdam area or happen to be hopping through Mokum, then we’d love you to swing by 116a Lauriergracht to collect your order in style. Come as you are.

How can i submit a complaint? / Klacht indienen

We raden je aan om klachten eerst bij ons kenbaar te maken door te mailen naar info@jouwwebwinkel.nl. Leidt dit niet tot een oplossing, dan is het mogelijk om je geschil aan te melden voor bemiddeling via Stichting WebwinkelKeur. Vanaf 15 februari 2016 is het voor consumenten in de EU ook mogelijk om klachten aan te melden via het ODR platform van de Europese Commissie. Dit ODR platform is te vinden op http://ec.europa.eu/odr . Wanneer je klacht nog niet elders in behandeling is dan staat het je vrij om je klacht te deponeren via het platform van de Europese Unie.