Contact

We’re here to help. Whether you have a question about your order, need styling advice, or want to know more about The Coolrator’s curated edit, our customer care team is ready to assist you. At The Coolrator, we believe great service is exceptional service, and we’re committed to providing a personalized, seamless experience for every client. You can reach us via email, phone, or WhatsApp, whichever is most convenient for you. Our team responds promptly and with care, ensuring that your questions are answered and your needs are met. If you’re a brand looking to collaborate, a journalist with a press inquiry, or simply someone who wants to connect, we’d love to hear from you. The Coolrator is based in Dubai, proudly bringing the best of contemporary Brazilian and Latin American fashion, beauty, homeware and gifts to the UAE. Contact us today, your satisfaction and experience matter to us.

Get in touch

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Contact Information

Call

+971 50 955-7188

E-mail

cs@thecoolrator.com

Visit

Gate Avenue, DIFC, Dubai, UAE

FAQ

Ordering and Payment

What payment methods do you accept?

We accept all major credit and debit cards. Every payment is processed securely at checkout.

Do you offer Cash on Delivery (COD)?

No. We accept card payments only, Cash on Delivery is not available. All major credit and debit cards are accepted at checkout.

Is my payment information secure?

Yes. We use industry-standard encryption and security measures to protect your payment and personal information at every step.

How do I apply a discount code to my order?

Enter your code in the discount box at checkout and it will be applied to your order total. If you have any trouble, email us at cs@thecoolrator.com.

Shipping and Delivery

Do you offer free shipping?

Yes. Complimentary standard shipping is included on all orders within the UAE.

When will my order be delivered?

Orders are dispatched the next business day and typically arrive within 1 to 3 business days within the UAE. Remote areas may take slightly longer.

How can I track my order?

Once your order ships, you will receive a tracking link by email or SMS. For any help, contact us at cs@thecoolrator.com.

Can I change my delivery address after placing an order?

Contact us as soon as possible at cs@thecoolrator.com. We will do our best to help, though we cannot guarantee changes once an order has been dispatched.

Returns and Exchanges

Can I return my products?

Yes, items can be returned within 14 days of receipt, provided they are unused and in their original condition with tags and packaging. Some items may be non-returnable for hygiene reasons.

How do I initiate a return?

Email us at cs@thecoolrator.com within 14 days of receiving your order and we will guide you through the return.

What if I receive a defective item?

If an item arrives with a defect, let us know within 14 days. We will arrange a return and offer a full refund or replacement once confirmed.

How long does it take to receive a refund?

Refunds are processed within 7 to 10 business days after we receive and inspect the returned item. Timing then depends on your card issuer.

Do you offer exchanges?

We do not offer direct exchanges at this time. Simply return the item and place a new order for the piece you would like.

Account and Privacy

Do I need an account to place an order?

No, you can check out as a guest. Creating an account lets you track orders, save addresses, and view your order history.

How do you protect my personal information?

We use industry-standard security protocols to protect your data. See our Privacy Policy for full details.

How do I update or delete my account information?

Log in to update your details, or email cs@thecoolrator.com to request data deletion.

How is my data used?

We use your data to process orders, improve your experience, and offer relevant recommendations. See our Privacy Policy for more.

General Information

Do you have a physical store?

The Coolrator is based in Dubai, with a home at Gate Avenue, DIFC. You can shop the full curated edit anytime at thecoolrator.com.

How do I contact Customer Service?

Email us at cs@thecoolrator.com and our team is happy to help with any question.

Do you offer a loyalty or rewards program?

Not yet, but it is on the way. Subscribe to our newsletter to be the first to know.

How can I find information on promotions or sales?

Subscribe to our newsletter or follow us to stay up to date on new arrivals and exclusive offers.