Black FridayFAQ

There are two stages. Pre-Access opens on November 20: early access for subscribers only, sent by email. Black Friday for everyone runs from November 22 to November 30, with discounts already applied to prices on the site. No code needed.

Subscribe to our newsletter before November 20. We'll email your access to the address you signed up with. It isn't posted on social media or on the site.

Check your spam and Promotions folders, and make sure you subscribed with that same email. If you signed up at the last minute, you may miss the send. You'll still get the discounts on the site from November 22.

No. Black Friday discounts can't be combined with other codes, including the 10% welcome offer. You can pay with a Coolway gift card, but gift cards themselves can't be bought at a discount.

No. Stock is only secured once your payment goes through. Carts and wishlists don't hold items or sizes, and sizes sell out fast during Black Friday.

It can happen when two people buy the last unit at the same time. If it does, we'll email you and refund you in full to your original payment method.

Email us at supportus@coolway.com as soon as possible after placing it. Once an order has been packed, we can't change it.

Check the size guide on each product before you buy. The right size the first time saves you an exchange during peak season.

Check your spam folder before ordering again, so you don't place a duplicate order. If it still hasn't arrived, email us with proof of the charge.

We ship orders within our usual timeframe. Because of high order volumes during Black Friday, some orders may take a little longer. We'll email your tracking number when your order ships. Orders with several items may arrive in separate packages. If we can't ship within the time shown, we'll email you a new estimate and the option to cancel for a full refund.

Yes. Black Friday orders can be exchanged for a different size until January 15, 2027. To receive your order before Christmas, order by December 15. Running late? Our digital gift card arrives instantly.

• Size exchanges: Black Friday orders can be exchanged for a different size until January 15, 2027, subject to stock availability.
• Returns: if you'd like to return your order, email us at supportus@coolway.com with your order number and we'll guide you through the process. Return requests for Black Friday orders are accepted until January 15, 2027.
• Faulty or incorrect items: contact us with photos and your order number, and we'll replace the item or refund you to your original payment method.

Email us at supportus@coolway.com. During Black Friday and Thanksgiving week we receive more messages than usual, so replies may take a little longer. Send one email with your order number: multiple emails about the same issue don't speed things up.

We only write from @coolway.com addresses. We'll never ask for card details or passwords by email, text or social media. If in doubt, go straight to coolway-us.com.