Frequently Asked Questions
Your query may be covered by one of the Frequently Asked Questions below.
If not, please feel free to email us. Thank you.
Q. Do you have a size chart?
Yes you can view it by clicking on size chart tab
Q. I have seen a product I like on the site; however the system does not allow me to add it into my bag. Does this mean you don’t stock the item?
Possibly, or it might mean that we are temporarily out of stock. If this is case the case, please send us an email to find out when the item will be available
Q. I have seen a product online, would be possible to buy it in any sportswear shop across the country?
At the present time our products are only sold online
Q. I have seen one of your products advertised somewhere and cannot find it on your online-shop
This means that we are just announcing the arrival of a new product, however if you send us an email our customer service team will be able to advise you about your request
Q. Can you provide me with more information about your items?
We give our best to provide our customers with information about our products line, style, colour, material displayed with the use of clear images, which can be zoomed in and out
Q. Has my order been sent yet?
When you item(s) are dispatched, a confirmation email we be sent in order to inform you when your parcel will be delivered to the mail address you have given us
Q. Can I cancel my order?
All orders can be cancelled before the item has been posted. All orders bought online can be returned within 7 days of delivery as a ‘cooling off period’ this is only applicable to items which have not been worn and are in the exact same state as on arrival. Calool ltd will not refund and postage costs incurred and will charge a re-stocking fee.
Q. Can I return an unwanted item?
Remember you can always return an unwanted item to us within 7 days of receiving them; however the cost involved will be at your charge, we will not refund any delivery costs and may charge a re-stocking fee.
Q. Can I change or add items to my order?
Yes an order can be altered but you must communicate with us by Email or Phone within 24 hours of making the order.
Q. I have received the wrong items
Our apologies for the inconvenience, in this case you can return the items and postage fees will be returned into your bank account as soon as possible. Besides the right items will be returned as soon as possible upon the receipt of the wrong ones
Q. Which methods of payment can I use?
We accept debit / credit cards, PayPal, Postal Orders, Cheques and Bank Transfers
Q. When will card be charged?
If your order is confirmed, your debit/ credit card will be charged immediately. If we have been unable to get payment we will email you in order inform you and in the meantime your order will be held
Q. Is it safe to order online?
All the details you put into the system are protected by use of Secure Socket layer SSL technology. This encrypts your details and ensures that the information you submit cannot be read in the unlikely event it is intercepted.
Q. The item I received is faulty
Don’t panic, just contact us and we will be able to find a good solution for you
Q. Which company will deliver my parcel?
For our British customers we are currently using Royal mail service delivery. For customers living outside UK we might use other companies depending on the location
Q. Can I send my order to another address?
Certainly you can. You just need to select a different address during the checkout stage
Q. How much is the delivery?
Calool Ltd a standard delivery charges of £3.99 and we will deliver orders of £100 and over absolutely FREE
Q. How long will it take?
Delivery within UK is usually 2 working days of your order being accepted for orders outside UK it might take between 4-7 working days
Q. Do I need to sign for the delivery?
You will have to sign for your delivery and if you are not available our courier may try a neighbour and post card at your address to inform you