We do not offer exchanges at this time. Please return your unwanted order following the instructions inside your order.

If you need any help please email our customer care team at at help@a-cold-wall.com or call us at +39 0498597277.

Orders are processed automatically, therefore, once you receive confirmation of your order unfortunately it cannot be cancelled.

Processing – Your payment has been received

Completed – The order has been fulfilled and completed

On-hold – Your item has been reserved but we are awaiting your payment

Cancelled – The order has been cancelled.

Refunded – The order has been fully refunded.

Partially refunded – Certain items within your order have been refunded. This often refers to a sale where either products are cancelled but there are remaining items in the order to be fulfilled or when an order is only partially returned.

We accept the following payment methods:

We accept the following payment methods:

Visa, MasterCard, American Express, JCB, Visa Electron, Maestro enabled debit cards.

A-COLD-WALL* offers a fast and convenient purchase method allowing you to save your credit card and shipping details for future purchases.

We also accept a selection of fast & convenient payment methods allowing you to purchase without entering your credit card details on the website. Your account will be charged once the order is completed. These include: Paypal.

Faulty and unused items may be returned to A-COLD-WALL*. Please ensure before you return an item that all tags are attached and all original packaging is present and intact. For footwear, please place the shoebox inside protective packaging.

You have 14 days from the date of delivery to return items purchased on A-COLD-WALL*.

You have 14 days, from the date you received your order, to return your purchase. Items must be returned to us unused and in the same condition that they were received in. Please ensure before you return an item that all tags are attached, all original packaging is present and intact. For footwear, please place the shoebox inside protective packaging.

Please use a pre-paid return label included with your order.

You can then post your return either at your nearest DHL drop-off point or you can also book in a return collection by visiting DHL website on https://mydhl.express.dhl/ and indicating your Waybill number on the label. Please retain a copy of the proof of return postage.
Returns that do not meet our policy will not be accepted.

Your return will then be processed by customer service who will share further instructions via email.

Please note that responsibility and cost for the safe return of the item rests with the customer. We strongly advise you to return the item using a tracked service. Original shipping costs will not be refunded and inbound costs will not be covered. A-COLD-WALL* cannot expedite or track returned packages.

We do not offer exchanges at this time. Please return your unwanted order then purchase your preferred item in a new order.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will be applied original method of payment, within 14 days. 

If you have any further question, please email us at  help@a-cold-wall.com or call us at +39 0498597277.

Once we receive your returned item and it has passed a quality check at the warehouse we will issue a refund via your original payment method, please allow 5-7 working days for this to be processed.

If your item is faulty please follow the instructions inside the package to return your order.

In case of help email our customer care team at at help@a-cold-wall.com or call us at +39 0498597277.

If your item was not purchased from the A-COLD-WALL* website we unfortunately cannot accept it as a return. Please refer to the returns policy of the retailer from which you originally purchased the item or contact them directly to discuss further.

All sales are final for collaborative items, therefore we cannot accept return of these items.

Faulty and unused non-collaborative items may be returned to A-COLD-WALL*. Please ensure before you return an item that all tags are attached and all original packaging is present and intact. For footwear, please place the shoebox inside protective packaging.

You have 14 days from the date of delivery to return items purchased on A-COLD-WALL*.

If your item is eligible for return under the conditions stated above, please follow the instruction.

Please note that responsibility and cost for the safe return of the item rests with the customer. We strongly advise you to return the item using a tracked service. Original shipping costs will not be refunded and inbound costs will not be covered. A-COLD-WALL* cannot expedite or track returned packages.

We do not offer exchanges at this time.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will be applied original method of payment, within 14 days. 

If you have any further question, email our customer care team at at help@a-cold-wall.com or call us at +39 0498597277.

Once we receive your returned item we will issue a refund via your original payment method, please allow 5-7 working days for this to be processed.

Please note – duties and customs paid at delivery are not refundable. To enquire if you are eligible for a duty/customs refund, please contact your local customs agency directly. If you have any questions regarding this process or need assistance please contact our support team.

If your item was not purchased from the A-COLD-WALL* website we unfortunately cannot accept it as a return. Please refer to the returns policy of the retailer from which you originally purchased the item or contact them directly to discuss further.

Can we note that we occasionally run complimentary shipping promotions here. Shipping costs will be applied at checkout.

Once your item has been dispatched from our warehouse you will receive an email containing tracking information.

ACW now ships to Europe, UK and the United States. You can see if duties are included or not on the Shipping and Delivery page.

For all other regions, if customers refuse to accept delivery of the parcel, they are still liable for both shipment and customs charges.

We aim to process and ship all orders within 2-3 business days of purchase. This time is subject to change due to the nature of production and heavy order volumes.

Once an order has been completed, we unfortunately cannot change the shipping address. Exceptions can be made in the event of a simple spelling error, if this is the case, please contact customer support at help@a-cold-wall.com as quickly as possible and state clearly the changes that need to be made.

Unfortunately, it is not possible to choose a specific date and time via the A-COLD-WALL* website. If a change of date is needed, please contact the courier specific to your location directly to establish if this is possible.