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FAQs

MEMBER ENQUIRIES

How do I join the CPC VIP Rewards Club?
You can join our club and create an online shopping accounhere or click the VIP REWARDS tab on the right side of this page or the home page. Follow the steps and enter your details to register. As a CPC VIP Rewards member, we’ll treat you to special benefits and keep you up to date on all of the latest CoolPencilCase products and news!

Why haven’t I received my birthday treat?
Birthday entries need to be entered in 30 days prior to the actual birth date in order to receive point. Birthday treats are sent out via email on your birthday and with points through your VIP Rewards Club so make sure you've updated your birthday in your account. You can do this online by logging into your account here. If you don’t receive your birthday treat within one day of your birthday, please email us at support@coolpencilcase.com with your full name, email address and birthday and we’d love to help.

 

SHOPPING WITH US

How can I cancel an order that I’ve placed?
If you’d like to cancel an order within 24 hours of placing it, please email us at support@coolpencilcase.com with your order number and we’ll do what we can to help.

How can I add an item to my order?
We understand that sometimes you may want to add more CPC goodies to your order, however once an order is submitted, we’re unable to change it – even if it’s still processing. If you’d like to purchase more items, we recommend placing a separate order.

Can I make any changes to my order?
We aim to process and pack your order as fast as possible which means we're unable to make any changes once you've placed an order. 
However, you may be able to cancel your order and place a new one instead. Please contact us and we'd love to see how we can help.

What does Processing/Completed mean on my online order?
Once you have submitted your CPC order, it will display as ‘Processing’ in your account as our Online team work to prepare your order for delivery. When your order is ‘Completed’, your order has left our facility for delivery and is now on its way to you!

What do I do if I want a refund or exchange on a CPC product?
For information on returns, please refer to our Returns Policy page or contact us at support@coolpencilcase.com.

What do I do if I have received a defective product?
Please email us at support@coolpencilcase.com with a photo of your defective item along with your order number, and our team would love to assist further.

I’m having troubles placing an order online, can you help?
From time to time, you may experience difficulties out of our control, and we understand this can be a little frustrating. We recommend the following tips:

• Clear your cache and any cookies from your browser.
• Try a different web browser - using Google Chrome or Mozilla Firefox are the easiest to browse and shop on most websites, including ours.
• Log in/log out of your account again.
• Change world store views (i.e., if you are on USD, switch to AU, then switch back to USD to reset things).
• Try using a different device (sometimes using a desktop may help).

If you continue to experience any issues, please don’t hesitate to contact us at support@coolpencilcase.com and we will find an alternative solution to help you place your order online.


SHIPPING AND DELIVERY

Do you ship internationally?
Yes, we ship worldwide. Please make sure you select your region (USD, GBP, EUR.) in the top right hand corner of the page to shop internationally.

Can I enter my address in a language other than English?
We encourage you to enter your shipping address in English. This can avoid delays with your order, and ensures that your order is delivered correctly. If it is necessary to enter your address in your localized language, for example in Cyrillic or Pinyin, please ensure that both are entered in the shipping address field.

How long does it take to process an order?
If you place an order on a weekend, your order should be processed the following business day. Please note this can take longer during sale or busy periods. We recommend allowing 1-2 business days from placing your order.

How can I track my order?
When your order is dispatched, we’ll send you an email to let you know. You’ll receive another email shortly after with your tracking information which you can use to follow your parcel’s journey. Please allow up to 24 hours from receiving the dispatch email for your tracking information.

I haven’t received my order, what do I do?
You will receive a tracking number once your order is dispatched, and you can use this to track the location of your order. If there seems to be a delay or no updates, you can contact the postal service that is handling your order and quote your tracking number to investigate it further. Alternatively, you can also contact us at support@coolpencilcase.com with your order number and tracking number.

 

STOCK ENQUIRIES

I’ve seen a product on the internet but it’s not on your website. Will it be coming back?
All of our products are part of seasonal collections. This means once it’s no longer on the website, it’s most likely sold out to make room for more exciting CPC products. To make sure you don’t miss out next time, keep an eye on our New Arrivals page.

 

 

 

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