Terms of service

Last updated: 31 October 2026

1. Who we are and how to contact us

Qoolala is operated by PUNIVERSE LTD, a company registered in England and Wales under company number 15999087. Our registered office is 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

You can contact us at qoolala@puniverse.net or through our contact page. Please contact us for return instructions before sending goods to any address.

2. What these terms cover

These terms explain how you may use Qoolala and the terms that apply when you buy goods from us through the Qoolala checkout. Our privacy policy explains how we handle personal information. Our returns and refunds policy gives further information about cancellations, returns and refunds.

Nothing in these terms removes or limits rights you have under applicable consumer law. If these terms and the information given to you before an order conflict, your statutory rights and the applicable legal rules about pre-contract information continue to apply.

3. Shopping with Qoolala and external discoveries

Some products are sold by PUNIVERSE LTD trading as Qoolala through our checkout. For those orders, we are your seller and these sale terms apply.

Other finds link to an external brand, retailer, publisher or crowdfunding project. If you follow such a link and transact with the external party, that party is responsible for its own offer, checkout, delivery, returns and customer service under its applicable terms. Review those terms and the current price, availability and delivery arrangements before proceeding. A crowdfunding campaign may not result in a finished or delivered product.

Some external links may be affiliate links, meaning Qoolala may earn a commission if you make a qualifying purchase. We identify applicable commercial relationships near relevant links. See How we choose. These explanations do not exclude any responsibility Qoolala has under law for its own content or conduct.

4. Product information and availability

We aim to describe products accurately. Images and colours can vary with screens, photography or product variation. Read the product page, including compatibility, included items and available options, before ordering.

Availability is shown on the product page and may change. If we discover a material error or cannot fulfil an order, we will contact you and explain your options and any applicable refund. This does not affect your legal rights.

5. Placing an order

Choose the product and any relevant option, add it to your bag and proceed to checkout. Before placing your order, review and correct the items, quantities, delivery details and total. You will see the available delivery options, charges and payment methods during checkout. The checkout will make clear when placing an order creates an obligation to pay.

After you place an order, we will send an acknowledgement to the email address you provide. We will provide the required contract confirmation and information in a form you can retain.

If we cannot accept or fulfil your order, we will let you know and refund any amount due. We do not exclude any rights or remedies you may have if we fail to meet our obligations.

6. Prices and payment

Prices and currency are displayed on the product page and at checkout. The checkout shows the total payable, including applicable taxes and delivery charges, before you place an order. Available payment methods are shown during checkout. Optional extras, if offered, will not be charged without your express consent.

Prices may change, but this does not alter the price of an order already accepted except where the law permits and any required agreement has been obtained. If an obvious pricing error is discovered, we will contact you about the next steps and your rights.

7. Delivery

Available delivery destinations, options and charges are shown before you place your order. Product pages or checkout may also show dispatch and transit estimates. These estimates are not guaranteed delivery dates unless we expressly agree otherwise. Items fulfilled through different routes may arrive in separate parcels.

We will deliver within any timeframe agreed with you and otherwise within the period required by law. If delivery is delayed or an item does not arrive, contact us so we can investigate and explain your options. Your statutory remedies remain available.

8. Cancellation, returns and faulty goods

For eligible online orders, you generally have 14 days from receiving the goods to tell us that you wish to cancel, and a further 14 days to return them. Exceptions and other legal conditions may apply. You can contact us using the details above; you do not have to use a particular form to give a clear cancellation notice.

Our returns and refunds policy also describes our voluntary 30-day returns offer, return postage, refunds and what to do if goods are faulty, damaged or incorrect. The conditions of the voluntary offer do not reduce your statutory cancellation rights or your remedies for faulty goods. Where the law requires a refund of basic outbound delivery charges, we will provide it.

9. Using the website and Ask Qoolala

You may use the website for lawful purposes. Do not interfere with its operation, attempt unauthorised access or misuse another person’s information or rights.

Ask Qoolala helps you discover possible matches. Its results may be incomplete or inaccurate and are not a substitute for checking the product page, seller, compatibility and current terms before purchasing. Voice and personal-data handling are described in the relevant on-screen notice and our privacy policy.

We may maintain, change or suspend parts of the site. This does not affect orders already accepted or any rights and remedies you have under law.

10. Intellectual property and third-party content

The Qoolala website and its original content are protected by intellectual property law. You may browse, save or share links using the site’s intended features. You may not reproduce or use protected content beyond what the law permits without the relevant rights holder’s permission.

Some material belongs to third parties. Links to or descriptions of a third-party product do not imply that Qoolala has independently tested it, unless we expressly say so.

11. Our responsibility

We are responsible to you for loss or damage caused by our failure to comply with our legal obligations where the law makes us responsible. We do not exclude liability that cannot lawfully be excluded or limit your statutory consumer rights.

12. Complaints and governing law

If you have a question or complaint about a Qoolala order, contact us using the details above. We will consider it and respond as promptly as reasonably possible.

These terms are governed by the law of England and Wales, subject to any mandatory consumer protections that apply to you. You may bring proceedings in the courts of the part of the UK where you live, where applicable law allows.

13. Changes to these terms

We may update these terms from time to time. The terms applicable to an accepted order are those provided to you when you placed it, subject to any change permitted by law and any agreement required.