Frequently asked question
ORDERS AND DELIVERY
HOW DO I TRACK MY ORDER
We strive to process and ship orders promptly within 24-48 hours of placement. Once your order has been dispatched, you will receive an email notification containing tracking information to monitor the progress of your package. Simply use the provided tracking details to track your order through our delivery partner's website.
WHEN DO I RECEIVE MY ORDER
All orders are delivered within 6 to 14 days and will be shipped from our warehouse directly to your shipping address. We appreciate your patience as we ensure that your order arrives within the estimated delivery time. If your order has not arrived by the expected delivery date, please feel free to contact us for assistance. Your satisfaction is our priority, and we are here to help with any concerns you may have.
I NEED TO CHANGE SOMETHING ABOUT MY ORDER, HOW CAN I DO THIS?
Please contact us immediately if you wish to change or cancel your order. We process and ship orders quickly (one business day to ship in-stock items). Once the package has been processed and sent to the post office, we are unable to make any changes.
I AM MISSING SOME PRODUCTS IN MY ORDER, HOW IS THIS POSSIBLE?
Sometimes it is possible that products arrive separately, because our team works in different warehouses.
If there are items missing from your order, please wait 2-3 days before contacting us. Most likely, the rest of the items will arrive within these days. If the rest of the items do not arrive within 3-4 days, please contact us by email.
We apologize for any inconvenience this may have caused.
I ENTERED A WRONG SHIPPING ADDRESS, WHAT CAN I DO?
If you realize the mistake shortly after placing your order, contact our customer support team immediately. The sooner you reach out, the better the chances of correcting the address before the order is shipped.
If your order has already been processed or dispatched and you're unable to update the address through our customer support team, contact the shipping carrier directly. Depending on the carrier's policies, you may be able to request a package redirection or rerouting to the correct address. This often involves an additional fee and is subject to carrier approval.
To avoid similar issues in the future, double-check your shipping address before finalizing your order. Ensure all details, including apartment numbers, street names, and postal/ZIP codes, are accurate.
HOW MUCH ARE THE SHIPPING COSTS?
We cover the shipping costs for all orders, ensuring that delivery is free of charge for you.
PRODUCT
WHAT SHOULD I DO IF THE SIZE IS DIFFERENT FROM WHAT I ORDERED?
Please note that the measurements in the size chart have about 1-2 cm tolerance. Each product has a size chart on the page, and we use the cm to measure the product. If they don't fit you well, you can return the items
WHAT IF THE COLOR OF AN ORDERED ITEM IS SLIGHTLY DIFFERENT FROM WHAT I SAW ONLINE?
Our products are photographed by the camera, without adding filters to the photo. Color deviations depend on your phone or computer screen, but if you are not satisfied with your order we will gladly exchange or return it.
NOT SURE ABOUT YOUR SIZE OR HAVE A QUESTION ABOUT THE FIT?
Please see our Size Chart above the sizing options on the product page. If you have any specific questions about the fit of an item or sizing guidelines, please email us for further assistance at info@consolawear.com
WHAT SHOULD I DO IF A PRODUCT IS DELIVERED FAULTY OR DAMAGED?
Occasionally, a product may arrive damaged due to shipment or production issues. If this happens, please contact us at info@consolawear.com within 3 days from the delivery date, and we will be happy to resolve the issue with you. Kindly note that we cannot take responsibility for damages reported after this period.
Follow these steps to resolve the issue:
- Take a photo of the damaged or faulty product together with the shipping label attached on the package.
- Send an email to info@icon-amsterdam.com with the picture of the complaint attached. In your email, please include your order number and a brief description of the issue.
Our customer service team will review your message promptly and work with you to find a solution as quickly as possible.
We're committed to ensuring your satisfaction and resolving any issues with your order. Don't hesitate to reach out to us if you encounter any problems.
RETURN
WHAT IS YOUR RETURN POLICY?
Return period
We use a return period of 14 days during which the customer may return his or her package without giving any reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days.
Return conditions
All items must be returned to us in an unworn and unwashed condition suitable for resale with the tags still attached to the item.
For items purchased in the sale, Consol does not offer the possibility for a refund. These items can only be exchanged for an other item from the collection or can be redeemed for store credit.
Shipping costs are not refundable.
Return Shipping Fee
Return shipping is at your expense, if customs fees & taxes incurred, it will be your responsibility too. Please pack and ship the returned items to our warehouse in Ningbo, China. If you have any questions, please feel free to contact us at info@consolawear.com
PLEASE NOTE:
Items must be unworn, unwashed, undamaged, unaltered and in original packaging with original product tags attached.
We will not accept any items returned without submitting a return request.
The insured shipping of your order is non-refundable.
HOW TO RETURN MY ORDER?
Easy returns in 3 steps
Step 1: Send an email to info@consolawear.com . There you can discuss the reason for your return and you will receive the return form. The return shipping costs are for the account of the original buyer.
Step 2: Submit order
Send the items together with the completed return form to the address stated on the return form, the return address is in Ningbo. Make sure to add a track and trace code to the package. You are responsible as the sender, we do not want any misunderstandings.
Step 3: You will receive the purchase amount on your bank account.
As soon as we have received the package, we will make sure that the purchase amount is transferred to your bank account within 5-7 working days.
WHERE CAN I FIND MY ORDER NUMBER TO REGISTER MY RETURN?
Your order number can be found in the confirmation email you received after placing your order. This is a five digit code. If you have not received this e-mail correctly, our customer service will be happy to help you.
WHAT SHOULD I DO IF I WANT TO RETURN MY ORDER OUTSIDE THE RETURN PERIOD?
Please remember to deliver your return within the 14-day period before the return period expires. In the unlikely event that this does not work out, we offer you the option of exchanging the product for a replacement or a voucher. Please ask our customer support team for the possibilities.