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Customer Service +30 210 6710207
SAFE ONLY PAYMENTS or cash on delivery


You are eligible to return your purchased products or to request an exchange or a full refund within 14 days from the day you received your order. All refunds can be made via bank transfers by providing the account holder’s name as the same one with the person who placed the order.

In the wake of the coronavirus pandemic, we have decided to extend the return period for orders delivered up until March 31st is extended to 30 days, in order to facilitate customers' returns.

Whether you are returning a product due to change of size, colour or any other reason such as not being satisfied by the product, you have the right to return the product within 14 calendar days from the day you received it, according to courier’s delivery note (see section below in regards FREE RETURN).

At all circumstances, the returned products must be in the same condition as they were delivered and received by the customer, in full parts and without any wear and tear. They must be in their original package and in excellent condition (without removed labels). Finally, the product must be accompanied by all necessary delivery documentation (i.e. Dispatch Note, Invoice etc.).


KOOLFLY offers the transportation cost for the first return of an entire order or part of it, as well as the transport cost for re-delivery FREE OF CHARGE. Free of charge service applies only for deliveries within Greece..

For orders delivered in Cyprus and other countries, the return postage is paid by the buyer. KOOLFLY will not refund the return postage, unless the wrong item has been received or the item is proved to be faulty. In any case, refunds regarding return postage can only happen in case of prior notice of the KOOLFLY Customer Support, the carrier and the corresponding shipping cost.


In case of a second return of the same order, delivery cost must be covered by the customer.

Returns and replacements of products are feasible under the following conditions:

  1. You contact us directly at +30 210 6710207 or you can send us an e-mail at by stating the return reason.
  2. Returns are active within 14 calendar days from the date you received it, according to the courier’s proof of delivery. None of the products can be returned after the 14 calendar days’ period has expired.
  3. Only if the product hasn’t been used.
  4. The product comes within its original packaging, along with all its labels (which must have not been removed) and has not any wear or tear. Returns of Underwear, Swimwear, Socks and Cosmetics are going to be accepted only under condition that they are unopened, with no signs of use and all tags and protection stickers attached. When trying on Footwear we advise using a clean surface or carpet, as shoes with marked or dirty soles may not be accepted for return. The shoe box must be adequately protected when returned so that it is not damaged in any way. Whenever possible, we suggest using the initial packaging.
  5. The product is accompanied by all necessary documentation proving the transaction (Dispatch Note, Purchase Receipt etc.).
  6. Earrings can't be returned or exchanged because of the nature of these items, unless they arrive damaged or defective.

No product return is accepted if it doesn’t abide with the aforementioned conditions.



In case you do not wish a replacement order, you are welcome to request a refund. Refunds are processed within 14 days since delivery in our warehouse, so all you need to do is contact us by telephone at +30 2106710207 or email at
All refunds are processed through the initial payment method (e.g. credit card, PayPal, etc.). In case you have selected the Cash On Delivery method, the refund is processed to a bank account through wire transfer. We will therefore need you to send us an email containing your bank name, IBAN and beneficiary full name.
For security reasons, KOOLFLY requests that the beneficiary or co-beneficiary name of the bank account is be the same with the one registered in the billing address when placing your order.