FAQS

Cancellation of order

Log in, go to your account and select the “My Orders” link. Then select the order you want to cancel. You can cancel an order while its status is: “confirmed” or “preparing to ship”.

Where is my order

After authorization, go to your account, click the link “Where is my order”, enter your email and order number, click “Check” and you will receive the status of your order. If your order is on the way, you should check its status on the website of the courier company: (https://www.express.org.ge/Default.aspx to be replaced ) with the shipping number that you received in the form of a short text message when placing the order. The tracking number can be found in your order details.

Change of delivery address

After authentication, go to your orders page. You can change the shipping address as long as the order status is “confirmed” or “preparing to ship”

You can contact us:

via the personal account “My messages”.
After logging in, click your name in the upper right corner and select “My Messages”. From this page you can contact the representative and share your requests, complaints and offers.
Contact us on the hotline number: +995579323829
Working hours: Mon-Fri. 10:00 – 18:00 hours. Sat: 10:00-15:00
Email us: coolclub.tbmall@millennialsgroups.com

Store Addresses

Store addresses:

COOL CLUB, 2^ndfloor, Tbilisi Mall
Address: Aghmashenebeli alley 16 km. Tbilisi.

Payment methods

At this stage only electronic payment is available, you can pay by either credit or debit card.

Settlement at the address ( Cash on Delivery )

At this stage, we do not have this service.

Payment by credit/debit card

Payment by bank card When you pay electronically with your card, the system will ask you to enter your card details. Using this data, your bank will send you a payment confirmation message. After you receive the notification and confirm the payment we will create your order.

Shipping Cost

orders whose value is less than 100 GEL, the delivery price will be 4.99 GEL, within Tbilisi and 10.00 Gel out of Tbilisi, and delivery is free for purchases over 100 GEL.

Warning, if you change your shipping address, your order may be delayed by 1 day and the shipping cost may be affected and charged extra based on new adress.

Has my order shipped yet? Where is the order now?

After confirming the order, you can see its status in your account or click “Where is my order” and enter the desired order number.

I have not received the order

If you haven’t received your order yet, you can check its status on the “My Orders” page. If it has already been shipped, you will find out where the order is from the carrier’s website. If the delivery time is too long, click here and write to us.

Delivery Commitments

Currently, the order processing and delivery time will be between 2 to 3 days Within Tbilisi and maximum one week out of Tbilisi region from the time of payment credited into account.

How do I return it?

The customer is obliged to return the purchased items in the same condition and quality as they were delivered within 14 days from the date of delivery. The item must not have been used, the style or shape must not have changed, and the color must not have been lost. Failure to comply with these rules will result in your return not being confirmed.

Please note that items purchased online cannot be returned to stores.

Return process (termination of the contract) from the buyer:

You must complete the return information on the shipping invoice you received with the order. If you have lost the return form, you can download it from our website. You must create a return request from your personal page: My Account>My Orders>Order>Return Request. Note that completing the refund request online will reduce the amount of the refund.

The buyer must fill out the return form, and the buyer must return the receipt received at the time of purchase.

You can return the returned item(s) free of charge to our return address: COOL CLUB, 2nd Floor, 16 Km Agmashenebeli Avenue, 0131 Tbilisi, Georgiaonly once for the respective transaction.

If any return exchange requested for the second time for respective transaction, it’s the customer accountability to return and pick the items at their own expenses to address: COOL CLUB, 2nd Floor, 16 Km Agmashenebeli Avenue, 0131 Tbilisi, Georgia.( We can support with our courier services to whom you can do payment directly for return and delivery back charges.

Our service courier companies are: ( https://onway.ge/) to be changed (in case of cash and card payments) and ICS (icsgeorgia.ge) (only in case of payment by card) Tel: +995579323829

You can make a request to return the goods on the website or contact the ics courier.

Courier will come to your address and collect the item(s) to be returned, along with the cancellation invoice you have filled out. Or you can visit the nearest office of our courier company, bring the item(s) to be returned along with the returns invoice, they will bring your item(s) to our warehouse. Payment method: refund to the account with which the payment was made at the time of purchase. The return process is fully automated.

We have received the items you sent. We will check them according to the return rules, if they are in the correct form we will refund you. For detailed information on return conditions, see point 8. If you have any problem with your card (lost, stolen or damaged), let us know and we will help you with the refund.

Return of items should be through our courier company only.

Items can be returned under the following conditions:

The item must be stored in its original condition (it must have the label attached to it).

The item must not show signs of wear.

The return period is defined as 14 days from the date of receipt; Items must be returned with a return form, invoice and purchase receipt.

Non-returnable items due to hygiene policy: underwear, swimwear and socks, Items purchased online are not returnable in stores.

General care information &instructions

Care recommendations according to product type

• Keep your clothing/product away from high temperatures and sources of fire. Natural and synthetic products, due to their properties, are easily flammable or melting.

Outerwear:

• To clean waxed cotton products, use cold, Dew and dry. Do not use dry cleaners or chemical cleaners. You can apply anti-stain solutions to the parts that get dirty, but make sure that these solutions do not damage the product and / or other products , all outerwear should be cared for according to the care label information. Otherwise, the product may suffer from deformation
• Denim products can also transfer color to other clothing that rubs during use (such as underwear) and other light-colored clothing that is washed with it.
• To avoid this, denim products should be washed separately or with products of a similar color, and you should also make sure that you wash from the reverse side.

Swimwear:

• Swimwear (such as swimsuits, bikinis, or swimming shorts) may fade from sunscreen/tan lotion, tanning oils, or chlorinated water. For this reason, rinse them in cold water after use and avoid direct sunlight when drying.

Products that cannot be ironed:

• After washing, while still in a dewy state, tightly roll up the products (usually made of wrinkled fabric) and tie them in a knot. After drying, untie the knot and coil and hang. Do not iron such products.
• Pay special attention to the fact that pleated products should not be ironed.

Wool products:

• If the care label indicates that your products are machine washable, please wash them carefully, using a very gentle cycle.
• Wash your other woolen clothes carefully, by hand, in cold water, without friction, and then iron. Never dry them in the dryer.
• Washing at high temperatures or tumble drying will cause wool products to shrink in size.
• Due to wear and tear, fabric structure and rough surface, woolen clothes may tear after some time.
• Air your woolen clothes at the lowest possible temperature. Make sure that the temperature of the iron does not exceed the value indicated on the care label.

Knitted products:

• Wash knitted clothes at a low temperature and make sure that the temperature mark when ironing does not exceed one or two lines, depending on the fabric of the products. Make sure you follow the care label recommendations.
• Depending on the structure of the fabric, the fabric may deform or stretch in size when laid out to dry. Therefore, place and dry them according to the type of products.

Synthetic products:

• Products made of synthetic fabric are quite sensitive to temperature, they should be washed in cold water and ironed at low temperature without steam.
• Due to the structure of the fabric, they are easily flammable. Therefore, do not dry them near heat sources such as stoves or radiators.”