We value our customers above all else! If you have any questions or concerns that you'd like to discuss before placing an order with us, please contact us and we'll get back to you as soon as we can.
Shipping & Handling
We carefully pack each order by hand in our studio. Once a package leaves our shop, we are unable to control how it is handled by the post office. However, we know it is our job to provide you with a perfect product that lives up to our high standards. Should your order arrive damaged and unusable due to the post office's handling, please contact us immediately and we will send you a replacement free of charge.
We are not responsible for orders shipped to incorrectly submitted addresses.
Returns
Because all items (both printed items and DIY printable files) are personalized and made to order, they are final sale.
We are not responsible for orders with incorrect information or typos due to customer error. Additionally, we are not responsible for orders with typos that were viewed and approved by the customer during proofing.
Cancellations
You are able to cancel your order for a full refund within 2 business days from when you ordered, if your order has not yet been processed in any way, meaning:
- you have not yet received a proof via email
- you have not been emailed a DIY printable file
- you have not purchased an instant download file (these purchases are non-refundable)
- your order has not been printed and/or shipped yet
If all these conditions apply and you wish to cancel, simply email koolayprojects@gmail.com with your order number and we can help.
Color
Please bear in mind that monitors display colors differently. Colors on products you receive may vary slightly from the image you see on your screen.
Customer Satisfaction
If you don't feel completely satisfied with your experience with Koolay, please let us know immediately so that we can correct the problem. We want every customer to be a happy customer!
