Customer Services

Returns, Exchanges & Cancellations

We will make every effort to accommodate changes to or cancellations of orders that have not yet shipped. If you are not completely satisfied with your purchase, you may return the item in its original condition (unwashed, unworn and with original sales tag attached), filled out customer return/exchange form and proof of purchase within 14 days. We do not accept returns or exchanges without a sales receipt. Once we receive your shipment, we'll issue a credit in your original form of payment, less adjustments for shipping and handling, within 5 business days. For exchanges it will be necessary for us to process your exchange as a refund followed by a new order. To avoid any misunderstanding or delays in your return or exchange transaction, we ask that you contact us by phone or e-mail before you send us back the item that you wish to exchange or return. No return or exchange will occur without our pre-authorization. No exceptions. All discounted merchandise, accessories and swimwear orders are final sale; no returns, exchanges or store credit will be given.

Note: We reserve the right to refuse a refund on any item if the above conditions have not been met.

Damaged, Defective or Incorrect Goods

If your purchase is not fit for purpose, not described correctly, faulty, damaged, or incorrectly supplied, please contact us as soon as possible to arrange a refund or replacement. We will require you to return the item. Include your customer order details with the package, as we cannot process the returned goods without these. Once we receive the items, they will be checked and a replacement or refund will be issue within two weeks.

Shipping

For your protection, we recommend that you return all items via a traceable carrier such as USPS, UPS or FedEx. CoolKidsNYC is not responsible for packages not received if a tracking number is not provided. Returns and exchanges must be returned prepaid.

All orders received before 12:00pm EST Monday - Friday are processed within 2 business days of payment verification. If Express or Expedited Shipping option is selected, orders are processed the same business day as the payment method is verified. Orders placed on Friday after 5pm EST will begin processing on the following Monday. In order to get an exact quote for shipping, simply add your zip code at the shopping cart. DELIVERY TIME DOES NOT INCLUDE SATURDAYS SUNDAYS OR HOLIDAYS.

Note: Delays are expected during the holiday season due to the large volume of shipments.

International Shipping

CoolKidsNYC ships worldwide. The receiver will be responsible for any/all taxes and customs duties. CoolKidsNYC is not responsible for international shipments lost in transit. USPS Priority Mail International Flat Rate packages are typically delivered within 14 business days. Please note that the U.S. stage of transit is not tracked. Therefore, in the rare event of the goods being delayed, it may be very difficult for our Customer Care Team to trace your package. The only way to track your shipment is to choose the USPS Express shipping services.

Note: Delays are expected during the holiday season due to the large volume of shipments.

Safe Payment

Payment can easily and safely be made by credit card. We apply no credit card fees and accept American Express, Visa, Mastercard, Discover. Safe payment is guaranteed through our partner Paypal. This site uses Authorize.Net payment processing this provides optimum levels of security, card and account details are captured on secure servers, keeping abreast of the latest payment or anti-fraud developments. Our shoppers are protected from fraudulent use of their card in a "card not present" environment, by their card issuers.

Promo codes (discount offers)

Promo codes cannot be combined with other codes or offers. Only one promo code can be used at a time. CoolKidsNYC will not issue a credit if a customer does not enter a specific promo code at the time of purchase. We do not accept returns on products purchased with promo codes.

If you require any assistance or have any questions regarding a return, exchange, cancellation or international shipping please contact Customer Services at 1-855-256-9200, Monday through Friday from 10am to 5pm or e-mail us at customerservice@coolkidsnyc.com.

To request a refund, please download the PDF form below:

Privacy Policy

CoolKidsNYC respects the privacy rights of its online visitors and is committed to providing you with a secure online environment. The information we gather from customers enables us to personalize and improve our services, and to allow our users to set up a user account and make purchases via the website. We collect the following types of information from our customers: your name, email address, zip code, country, IP address, browser information, and, if you make a purchase through our website, your credit card number, credit card security code, expiration date, billing address, and shipping address. You can choose not to provide us with certain information, but then you may not be able to complete a purchase through the website. The personal Information you provide is used for such purposes as allowing you to purchase items, improving the content of the website, customizing the advertising and content you see, and communicating with you about specials and new features.

Cookies

Like most websites, we may place cookies on your computer to collect information about how you use our website. The information that we collect about you through cookies is not personally identifiable. A cookie is a small file containing a string of characters that uniquely identifies your browser. We use cookies for a variety of purposes, such as to improve the quality of our services and the design and content of our websites; to track user trends; to enable us to provide a more personalized experience when you browse our websites; and keep you up to date on products, promotions, and other email communications that may be of interest. Cookies may help us collect information about the browser types, pages visited, purchases made, date and time of your visit, and other click-stream data. Most browsers are initially set up to accept cookies, but you can reset your browser to refuse all cookies or to be alerted when a cookie is being sent. However, some of our features and services may not function properly if your cookies are disabled.

E-mail Communications:

We may receive a confirmation when you open an email from us. CoolKidsNYC uses this confirmation to make emails more interesting and helpful and improve our service. If you do not want to receive email or other mail from us, please indicate your preference by making a modification on your account page, or by using the "Unsubscribe" feature in any email we send to you.

We do not direct any of our content specifically to children. Users of our website are required to be at least 18 years old, and any user under 18 is not an authorized user.

We are very sensitive to your privacy concerns. If you have any questions or comments regarding our Privacy Policy, please e-mail us at customerservice@coolkidsnyc.com.

This Privacy Policy may be modified from time to time; notice of changes will appear on this page. Any such changes will be prospective, never retroactive.