Cool Shirtz Recensioni 332

Risposta di Cool Shirtz

2 ore fa

Hi Sven,

We're so glad to hear you're happy with the quality of our stuff, but we're sorry you had a bad experience with unexpected customs fees! While your order met the free shipping threshold, at checkout we label this shipping method 'Free Standard Shipping (Duties NOT Included)'. All packages sent via standard shipping to the EU are subject to import tax, and the only way around this is to select 'DHL Express Worldwide Duties & Taxes', which includes customs fees in its cost.

Import taxes are solely determined and charged by the destination country's customs department, and this would be the case for any parcels shipped to Luxembourg from a non-EU country; customs fees may differ based on where a product was manufactured, but the sender's country doesn't impact how they're calculated. The charges would be the same whether we were fulfilling orders from Australia, the US, the UK or any other non-EU countries.

We know these fees can be frustrating, especially when you don't expect them. But we hope you understand they're out of our control, and we're doing our best to ensure customers are aware of potential fees before placing their order.

Risposta di Cool Shirtz

7 ore fa

Hi Kiefer!

We have no idea who this person is, and he is not affiliated with us.

Anyone can put a link in their Instagram bio, and it seems that for whatever reason this person is intentionally placing ours in his to draw reviews like yours.

We have reported his account and hope you have done the same.

Thanks,
Scott - Cool Shirtz

Risposta di Cool Shirtz

3 ore fa

Hi Logan,

For many countries (including the EU, UK and Canada) all packages sent via standard shipping are subject to import tax. Unfortunately, these fees are out of our hands and completely determined by destination country's customs department. The only way around this is to choose 'DHL Express Worldwide Duties & Taxes Included' at checkout, which includes customs fees in the total cost. We label shipping methods at checkout with 'Duties NOT Included' or 'Duties & Taxes Included' as appropriate so that customers are aware of these potential fees before placing an order, and there's also a help icon with further info displayed under the order subtotal.

Regardless, we understand these fees can be an unpleasant surprise, and we're sincerely sorry for any frustration caused. You have the option to contest the fees with your national government if you think you've been overcharged, or to reject paying the fee so the parcel comes back to us and we can provide a refund for the items. Please feel free to contact our support team at help@shirtz.cool if you'd like further info :)

Risposta di Cool Shirtz

12 apr 2026

So glad you liked everything!!

We do send out e-mails when our package is on the way, but sometimes they can get flagged as spam, so maybe check in your spam folder!

It's a bit annoying, we know :')

Thanks so much for your order and review!

Risposta di Cool Shirtz

12 apr 2026

Hi Max!

E-mail help@shirtz.cool and we'll be happy to help with you tracking your order :)

Risposta di Cool Shirtz

12 apr 2026

Hi Hannah!

I'm so sorry there were delays in receiving your return, but I can see a refund was processed for your returned item on February 19 - did you not receive the returned payment?

If you could e-mail us at help@shirtz.cool, we can check on this for you!

My deepest apologies for your experience, we'd love to make this right!

Risposta di Cool Shirtz

19 mar 2026

Hi Layla,

Unfortunately orders to the US are still subject to tariffs, though these have been lowered following the recent Supreme Court ruling. Shipping and customs fees charged at checkout are consistently updated to accurately reflect current regulations.

Additionally, the pricing of our sweaters has not increased. While some newer products may be priced slightly higher due to rising manufacturing costs, any variation to the prices of existing sweaters is due to currency conversion. Conversion rates from AUD to USD fluctuate over time and are out of our control, however our sweaters are consistently priced in AUD and these prices have not changed with the introduction or lowering of tariffs.

Risposta di Cool Shirtz

19 mar 2026

Hi Tobias,

We’re very sorry for any frustration caused by the additional fees. For orders shipped to Germany, import VAT and customs duties are determined by local authorities after German customs physically inspects the parcel. Unfortunately these charges are completely out of our hands and we're unable to prepay them on your behalf, so VAT and customs fees are collected by the carrier (in this case DHL) upon delivery.

We do notify customers at checkout that shipping fees don’t cover these charges for German orders, but we understand this can still be an unwelcome surprise. We’re always looking at ways to make this clearer and improve the experience for our German customers, and we hope you can forgive us for any inconvenience caused this time around!

Risposta di Cool Shirtz

19 mar 2026

Hi Izz,

Thanks so much for your honest feedback! I’m really sorry the jumper hasn’t lived up to your expectations.

When we sent the snag-fixing advice, we also asked you to reach out if the knit continued to unravel, as this would constitute a fault. Knits can sometimes catch or snag on things like abrasive accessories or rough surfaces, and since you’ve had to launder it, it's possible it’s been worn enough for normal wear-and-tear to appear. But if any snags you've previously fixed are getting worse, please send us photos! We're always more than happy to offer a replacement or refund for faulty products.

As for washing, our heavyweight knits are super plush and thick, which means they absorb a lot of water and can be heavy coming out of the machine. To make it easier, we recommend pressing out excess water between towels, and ensuring the jumper is laid flat to dry in a well-ventilated area to speed things up. These care instructions will protect the jumper's shape and preserve the quality of the fabric, but it does take longer and we understand this can be inconvenient!

We really appreciate your compliments about the mousepad, comic, and stickers, and we hope your experience with the jumper hasn't completely put you off. Please don’t hesitate to reach out to help@shirtz.cool with pics if the jumper seems faulty, we absolutely want to make things right :)

Risposta di Cool Shirtz

26 feb 2026

Hi Oliver,

We're very sorry for any confusion during the checkout process, however I'd like to clarify that the notice in the queue states 'Items in your cart are not reserved until you complete checkout.' We have not implemented cart reservations, because unfortunately it's not quite a solution; It would just mean people would miss out at a different stage, and leave us open to people hoarding items with no intent to purchase.

Regardless, I understand that missing out is incredibly disappointing when you've taken steps like signing up for notifications. The issue is, thousands of other people also signed up for notifications and entered our site the second the restock dropped, which is why a queue formed so quickly. We're a small company doing our very best to scale to this demand, but it's simply not humanly possible to get everyone what they want in one go.

That being said, please know this wasn't your last chance to get your hands on our Minecraft collection. These products aren't limited edition, and further restocks will be rolling out in the coming months.

We truly want to do right by our customers, so we take feedback like this seriously. This latest release has already led us to introduce backorders for the most popular products, and we're continually reviewing and improving our systems for future drops.

Once again, we're sorry to have let you down this time around. We really appreciate your interest, and we hope to offer you a better experience next time!

Risposta di Cool Shirtz

Aggiornata il 26 feb 2026

Hi Autumn,

I’m so sorry to hear you were unable to grab a piece from this drop. I understand this experience is frustrating, especially when you tried to checkout so quickly. Unfortunately, thousands of other people were also at checkout within a few minutes, so some people inevitably missed out. We're painfully aware this isn't ideal, and we don't want ANYONE missing out. But we’re a small Australian brand working hard to meet astronomical demand, and unfortunately it's not physically possible for us to make, transport, store, and ship enough stock for everyone to get what they want in a single release.

Please rest assured this wasn't your last chance! Our Minecraft collection isn't limited edition, and further restocks are already in production for popular items like the Bee Hoodie. We're taking feedback like this to heart so we can make future restocks fairer and more accessible.

Unfortunately we can't offer unlimited pre-orders, because there is only a certain amount of product we can produce at a given time. Accepting orders for products that won’t ship for over a year is not something we’re cool with, we hope you can understand!

We really appreciate your patience as we figure this out, and we’re very sorry we let you down this time around.