NOTE: Please note that this is one of the busiest time periods of the year. The post has to handle hundreds of thousands parcels, why there can be a longer delivery time than usual.

We have also delays in our response times with emails. Thanks for your understanding and patience. See e.g. Empty tracking.

Our current email load is 1000+ emails. If you've already sent us an email, please hold tight we will get to it!

Please also be patient, currently we are receiving many emails per same case. If you have already sent us an email, please wait for our reply. Multiple emails only slow down the handling for everyone.
FAQ top questions and answers.
Find an answer to your question below and save time!

1. Delivery time - 1B. Has my order been sent?

2A. Tracking number - 2B. No tracking data
3. Wrong address
4. Cancel an order
5. Was the payment charged?

Save even more time and see your order details here!
Or scroll down and click on a question. :)

When do you charge the payment?

Coolshop charges the payment when the order is shipped from our warehouse. Orders paid with a credit card are charged item by item basis, upon dispatch.

Debit card payments will be authorized/reserved when the order is created.

In the case you cancel an order made with a credit card, the possible payment reservation will be released automatically by your bank.
Please check your payment card terms for possible payment reservations when shopping online.

For pre-ordering games, please see also early payments.


The receipt you will receive can have a statement "Payment on delivery". It should state payment on dispatch. The message is from the automated system, which translates the word wrong due to the fact that there is most likely time difference between placing an order, and shipping the order. The system sees the actual shipping of the order referring to a delivery attempt, and therefore the receipt will state payment on delivery.

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Open hours

Monday - Thursday
12:00 am - 04:00 pm
Friday
12:00 am - 03:00 pm

If you sent us an e-mail already, please notify our supporter so we can help you better. :)

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