Welcome to A-COLD-WALL* Customer Service.

Here you can reference our policies, frequently asked questions, orders and returns tracking.

Our Customer Service Team will be happy to give you further assistance on all other enquiries.

We do not offer exchanges at this time. Please return your unwanted order through our Return Centre and then purchase your preferred item in a new order.

Orders are processed automatically, therefore, once you receive confirmation of your order unfortunately it cannot be cancelled. If you wish to return your order, please first check if it is eligible (see ‘Which items are returnable’ below.) If it meets the conditions of return, proceed to the Return Centre.

Processing – Your payment has been received

Completed – The order has been fulfilled and completed

On-hold – Your item has been reserved but we are awaiting your payment

Cancelled – The order has been cancelled.

Refunded – The order has been fully refunded.

Partially refunded – Certain items within your order have been refunded. This often refers to a sale where either products are cancelled but there are remaining items in the order to be fulfilled or when an order is only partially returned.

We accept the following payment methods:

Visa, MasterCard, American Express, JCB, Visa Electron, Maestro enabled debit cards.

A-COLD-WALL* offers a fast and convenient purchase method allowing you to save your credit card and shipping details for future purchases.

We also accept a selection of fast & convenient payment methods allowing you to purchase without entering your credit card details on the website. Your account will be charged once the order is completed. These include: Paypal, Apple Pay, Amazon Pay and Google Pay.

Faulty and unused items may be returned to A-COLD-WALL*. Please ensure before you return an item that all tags are attached and all original packaging is present and intact. For footwear, please place the shoebox inside protective packaging.

You have 14 days from the date of delivery to return items purchased on A-COLD-WALL*.

If your item is eligible for return under the conditions stated above, please visit the Return Centre and follow the instructions below:

  1. Insert your order number and email address
  2. Select the item you want to return
  3. State the reason for your return
  4. Select your preferred refund method, either the original payment method or store credit
  5. Select your preferred shipping method if prompted

Your return will then be processed by customer service who will share further instructions via email.

We do not offer exchanges at this time. Please return your unwanted order through our Return Centre and then purchase your preferred item in a new order.

Once we receive your returned item and it has passed a quality check at the warehouse we will issue a refund via your original payment method, please allow 5-7 working days for this to be processed.

If your item is faulty, please visit our Return Centre, enter your Order Number, state your reason for return as FAULTY ITEM, describe the fault and additionally, provide pictures of the fault. Customer service will review your request and share further instructions via email.

If your item was not purchased from the A-COLD-WALL* website we unfortunately cannot accept it as a return. Please refer to the returns policy of the retailer from which you originally purchased the item or contact them directly to discuss further.

All sales are final for collaborative items, therefore we cannot accept return of these items.

Faulty and unused non-collaborative items may be returned to A-COLD-WALL*. Please ensure before you return an item that all tags are attached and all original packaging is present and intact. For footwear, please place the shoebox inside protective packaging.

You have 14 days from the date of delivery to return items purchased on A-COLD-WALL*.

If your item is eligible for return under the conditions stated above, please visit the Return Centre and follow the instructions below:

  1. Insert your order number and email address
  2. Select the item you want to return
  3. State the reason for your return
  4. Select your preferred refund method, either the original payment method or store credit
  5. Select your preferred shipping method if prompted

Your return will then be processed by customer service who will share further instructions via email.

We do not offer exchanges at this time. Please return your unwanted order through our Return Centre and then purchase your preferred item in a new order.

Once we receive your returned item we will issue a refund via your original payment method, please allow 5-7 working days for this to be processed.

Please note – duties and customs paid at delivery are not refundable. To enquire if you are eligible for a duty/customs refund, please contact your local customs agency directly. If you have any questions regarding this process or need assistance please contact our support team.

If your item is faulty, please visit our Return Centre, enter your Order Number, state your reason for return as FAULTY ITEM, describe the fault and additionally, provide pictures of the fault. Our team will then process your return request.

If you item was not purchased from the A-COLD-WALL* website we unfortunately cannot accept it as a return. Please refer to the returns policy of the retailer from which you originally purchased the item or contact them directly to discuss further.

Can we note that we occassionally run complimenatry shipping promoitons here. Shipping costs will be applied at checkout.

Once your item has been dispatched from our warehouse you will receive an email containing tracking information.

As stated on our website, A-COLD-WALL* is not liable for taxes and duties incurred on purchased items.

If customers return items but do not pay outstanding custom taxes, the refund will not be issued. Delivery and Shipping costs will also not be refunded.

We aim to process and ship all orders within 1-2 business days of purchase. This time is subject to change due to the nature of production and heavy order volumes.

Once an order has been completed, we unfortunately cannot change the shipping address. Exceptions can be made in the event of a simple spelling error, if this is the case, please contact customer support as quickly as possible and state clearly the changes that need to be made.

Unfortunately, it is not possible to choose a specific date and time via the A-COLD-WALL* website. If a change of date is needed, please contact the courier specific to your location directly to establish if this is possible.

Dialogue is important to A-COLD-WALL* – especially if we can resolve any problem you might have. Contact us via the form below and let us know how we can help. Please allow up to 48 hours for a response.