Cool, Soft & Chic takes special care of supplying fault-free items through the implemented internal quality control, as well as of faithfully transmitting the items that we offer on the site.

If after having received the order, the customer is not satisfied, Cool, Soft & Chic allows exchange or return of the purchased item within the period of thirty (30) days, starting from the date of its receipt.




Please follow the steps below:


1st Contact Cool, Soft & Chic


Please send an email to requesting exchange/return, with the following information:


Date of purchase

Reason for exchange/return

Photos, in case you found a defect in the purchased item


2nd Wait for Authorisation of the Exchange/Return


After reviewing your email, we are going to answer to it, indicating the procedure you need to follow and stating the pick-up date by our shipping company.

ATTENTION: If you don’t wait for our authorisation and send an item(s) to Cool, Soft & Chic by your own decision, the delivery costs will be on the account of the customer. In no case shall Cool, Soft & Chic accept any returns sent with payment on delivery.


3rd Pack the Exchanged/Returned Item(s)


On the reverse side of the purchase document, please indicate the reason for return and put the document next to the item(s).

Pack the item(s) carefully, using strong packaging. Fill in the data of the sender and the recipient.


4th Pick Up by the Shipping Company

The pick-up date by our shipping company indicated in the email will have the information necessary to complete the procedure.


Our shipping company will only perform one attempt at pick-up. If it does not succeed, for reasons resulting from the customer (absent, doorbell not working, other), the return/exchange (in case the client is still interested in it) shall be at the expense of the customer. Cool, Soft & Chic does not assume responsibility and will not pay for a pick up for reasons unrelated to it.


5th Receipt, Review and Acceptance of Returned Item(s)


Cool, Soft & Chic reviews the received item and sends an email to the customer to confirm or not the acceptance of the exchange/return. Such decision is based on exchanges and returns:


  • that had not been communicated, reviewed and authorised within the procedure of handling an exchange/return
  • of used or damaged articles
  • of articles with signs of inappropriate use
  • of articles with signs of accidental or caused damage
  • of articles with natural wear resulting from use
  • of inadequately washed articles
  • of articles that do not show the defect referred by the customer
  • of articles with original defect
  • non-fulfilment of one or more points/steps of the present point 2. EXCHANGE/RETURN PROCEDURE


6th Refund


In case the exchange/return has been accepted, the refund will be made within 4 business days after the review decision through the same payment method you used in the purchase.

In case it has not been accepted due to evidence of non-fulfilment of one or more requirements of step 2.1.5. Receipt, Review and Acceptance of Returned Item(s), Cool, Soft & Chic will not credit the customer and, if the customer wishes, can send the item back. This procedure will be documented by email and/or other means of written communication.


  1. Exchanges and/or Returns at the Store


The items purchased through the website cannot be exchanged at physical stores of Cool, Soft & Chic.


  1. Exchanges and/or Returns by Post


In case the customer does not follow point 2. EXCHANGE/RETURN PROCEDURE, the cost related to the delivery shall be borne by the customer and in this case Cool, Soft & Chic advices sending the return by registered post, simple or with acknowledgement of receipt, to the following address:



Rua do Lidador, No. 76

4480-791 Vila do Conde (Portugal)


  1. Right of Withdrawal


The customer has a right to withdraw from the present contract within the period of 14 calendar days without the need for justification. The costs related to the withdrawal, such as the return of the item, will be the customer’s responsibility. The withdrawal period shall expire at the end of 14 calendar days following the purchase of goods. To exercise your right of withdrawal, you need to notify us about your decision to withdraw from the contract by means of a clear statement (for example, by a letter sent by post, fax or email):




Rua do Lidador, No. 76

4480-791 Vila do Conde (Portugal)



+351 966160880




To comply with the withdrawal period, it is enough that the communication related to the exercise of this right is sent before the expiration of the respective period.


  1. Effect of Withdrawal


In case of withdrawal, we will return to the customer all the payments we received after the purchase, including the delivery charges (with the exception of the additional expenses resulting from the customer’s choice of a delivery method different from the cheapest standard one that we offer), without any undue delay and, in all cases, within 14 calendar days counting from the date that you informed us about your decision to withdraw from the present contract. We reimburse using the same method of payment used by the customer for the initial transaction, unless the customer has explicitly required otherwise. In all cases, the client will not have any additional charge as an effect of the reimbursement.


We can withhold the reimbursement until we have received the goods or until the customer has presented a proof of return thereof, depending on the situation.


The customer will have to return or deliver directly the goods without any undue delay and, in all cases, within the maximum of 14 calendar days counting from the date that you communicated us your decision to withdraw from the present contract. The period shall be considered fulfilled if the return of goods is completed before the said period has expired.


To proceed to the return of goods, the customer can use the free pick-up from home and return by mail, which will have an additional cost that the customer will have to assume.


For more information about the return conditions please refer to point 2. EXCHANGE/RETURN PROCEDURE


In case Cool, Soft & Chic has sent by mistake an item different from the order or the quality of the sent item is not appropriate, Cool, Soft & Chic, upon verification of the mistake or the defect, will reimburse the value of the returned item and the delivery costs. In case the mistaken order is returned by normal post, Cool, Soft & Chic will reimburse the return delivery, provided that the customer includes in the package a proof of the expenses for the return.

For reimbursement of orders paid by a MULTIBANCO (ATM) transfer, the customer will have to provide Cool, Soft & Chic with the IBAN code for us to be able to reimburse the corresponding value. Please remember that the IBAN code must belong to a bank entity of the country where the order was sent to.  


  1. Alternative Dispute Resolution

If required, the Entity of Alternative Dispute Resolution is:



Rua Rodrigo da Fonseca, No. 73

1269-274 Lisbon (Portugal)