Why do I have to register to place an order?
The only reason you have to register at Koolto.com is to give us the information required for purchasing, paying and shipping. By logging in, you also have access to a personal area where you can check out the status and history of your orders and manage your shopping cart, to which you can add or eliminate products without actually purchasing them. Moreover, the next time you visit, you will find your shopping cart exactly as you left it. You can also manage your personal data and address book if you want to send your purchase as a gift to a friend. You can also add or remove products from your wish list, receive newsletters, or only the communications concerning specific products, and share reviews with other members.
Lastly, like many of our loyal or simply lucky friends, you can receive gift vouchers and discount coupons.
What does becoming a member of the site involve?
There are no costs or obligation to buy. It allows you to shop at Koolto.com and access free of charge the various services offered to members, plus get the chance of receiving a gift voucher or discount coupon.
How do I purchase a Koolto® product?
We have included a brief guide on the 'Shopping Guide' page. You will find all the information you need there!
Does putting items in the shopping cart mean I have to buy them?
Certainly not. You can put as many items as you like in the cart. Until you have completed the three stages in the checkout process (choice of shipping, payment method and confirming the order), nothing will be debited to you.
How do I know if the size I have chosen will fit me?
Go to the page 'Sizes' (the link is always available in the information box on the right-hand column of the site pages). Moreover, in the product description you will always find the links 'Sizes: Info,' 'Shipping: Info' and 'Payment: Info.' Although carefully indicated, measurements are approximate since our products are fabrics and can, although not necessarily, vary by a few centimeters.
I have placed an order. What do I do now?
The order you have just made is assigned an Order Number and the status of 'Pending.' You will immediately be sent an email confirmation with the relevant information. As soon as the payment goes through, the order will be processed and the status will change to 'Processing.' Lastly, the item will be shipped. The order status will thus change to 'Shipped.' You will in any case received an email for each variation in the status of your order.
What do I have to do to find out the situation of my order?
You can check at any time the situation of your order by logging in on the homepage and then clicking the 'Order History' link in the 'My Account' box in the right-hand column of the site.
When will I receive the goods I have ordered?
Once payment has been confirmed, Koolto® will send your goods as quickly as possible. Normally this requires four to five working days plus the time required in the post, which varies according to the type of shipping system chosen. If, in the case of circumstances beyond our control, the order is delayed, you will immediately be informed by email.
Can I cancel an order that has not yet been confirmed?
Don't worry, if you have not confirmed your order by going to the checkout and completing the purchase process, the order will not be registered.
I placed an order but I didn't make the payment, what will happen?
No problem. If the order has not been completed with payment, it will be cancelled after 15 days.
Does the price include the cost of shipping?
No. The prices shown on Koolto.com don't include shipping expenses. You can check these out at the 'Shipping' page.
Is VAT included in the price I see for each product?
Yes. 21% VAT is included in the price you see for each product. Moreover the country of destination may apply its own regulations as regards taxes and customs duties. Such expenses, outside the control of Koolto®, may vary from country to country and will be charged to the addressee. For further information, we advise you to contact the customs authorities in the country of destination.
Can I have an invoice for my purchase?
Yes. All you need to do is make an explicit request via email to Koolto.com, specifying all the information required for the invoice, plus the Order Number for the purchase, which you will find in the 'Orders History' section. Koolto® will then send the invoice either to your registered email address, or any other email address you choose.
What are the payment methods?
You can pay by a credit card, prepaid cards (e.g. the Italian Postepay), revolving cards, through a Paypal account or by Bank transfer. Residents in Italy only can pay also by a Postepay recharge or 'Poste Italiane' paying-in slip. To receive your purchase as soon as possible, the fastest payment system is the secure Paypal system with a credit card or prepaid card. For more information go to the 'Payments' page.
Are online payments secure? What payment systems do you use?
For customers using credit cards or prepaid cards, Koolto® has chosen the Paypal (eBay Group) electronic payment system, which serves 130 million users worldwide. Koolto® is a Verified Paypal User. Transactions are always protected, since they take place directly on the Paypal site through a secure server using the SSL (Secure Socket Layer) protection system. No one, not even IRIS LUCE SRL (the owners of Koolto.com and Koolto.it) can see the information on the credit cards used by customers. For security reasons, we cannot accept payments from credit cards from countries recognized as being unreliable.
Can I pay cash on delivery?
No. We believe that the cash on delivery system is too expensive compared to the cost of the product.
Are there special discounts for the advertised price?
Yes. For large orders or purchases of over 10 items of the same product, there is a quantity discount. In this case, contact Koolto® to receive an estimate and the methods for placing the order.
I've changed my mind. Can I get a refund?
Yes. Purchases made on Koolto.com are governed by the Italian law on postal sales. The methods for exercising the withdrawal right are explained on the 'Shipping & Returns' page.
How much does shipping cost?
Shipping expenses are calculated automatically according to the products placed in the shopping cart and the chosen destination. On the 'Shipping & Returns' page you will find tables giving you an idea of the costs.
Do you ship to countries outside Italy?
Yes. We ship worldwide.
Can I track my parcel in the post?
Yes. You can track your parcel through the Italian postal system (Poste Italiane 'dovequando' or free call no. (0039) 803160). For this purpose, if included in the type of shipping chosen, you will require the shipping code and date which Koolto® sends in your shipping email confirmation. Insert your data in the 'dovequando' page of the Poste Italiane site and you will receive all the information you require.
N.B. Because of its extremely low cost, 'priority mail' does not include tracking, and in this case the goods are sent at the purchaser's risk.
I placed an order several days ago. I have still not received anything. What do I do?
In the case of failed delivery or damaged items, first read the entry 'Returns' on the 'Shipping & Returns' page. If you don't find the information you want, contact Koolto® by filling in as much information as possible (Order Number, purchase date, reason for the request, etc.) in the form on the 'Contact us' page.
Can I postpone the date for shipping an order?
Yes. You only have to send us an email by clicking here stating the Order Number and the shipping date desired.
Do you accept telephone orders?
No. You can only order by the Internet. For special orders (e.g. large quantities) you can write to us by clicking here.
How do Discount Coupons work?
For information about Discount Coupons, we recommend you read the FAQ at the 'Discount Coupons FAQ' page.
What do I do if I forget my password?
If you forget your password, click on 'Forgotten password? Click here' on the Login page and you will automatically receive a new password by email.
How can I get in touch with you for help, advice or a complaint?
You will find our addresses on the 'Contact us' page. You can contact us by email, telephone, or directly by filling in the request form on the 'Contact us' page. But before doing so check out fully all of these FAQ. We might have already answered your questions!