Refund policy

Please get in touch with us at info@coalharbour.co.uk, via the online assistant or the contact us page prior to initiating a return. We can then confirm any costs that may be applicable.

If we've asked for an item to be returned, you can self-manage the return via our Royal Mail Returns Portal where you can create a returns label. You'll have the option to drop off the parcel or have it collected. Please select the correct reason for return and contact us if you are unsure on the returns process. 

Faulty or Damaged Items

You should inspect your goods on delivery and immediately notify us if a product is damaged. In the event of an item arriving damaged, contact must be made to ourselves via email within 24 hours of receipt of the goods and we will advise whether a return is necessary. We request photographic evidence of all damages wherever possible.

If you receive goods that are faulty or incomplete on arrival, you must notify us within 48 hours of receipt of the item in writing by using the Contact Us page on the website, emailing us at info@coalharbour.co.uk, or replying to your order/shipping confirmation email.

We will cover the cost of postage where a return is necessary and accepted due to an item being faulty or damaged. We'll ask you to then self-manage the return via our Royal Mail Returns Portal where you can create a returns label. You'll have the option to drop off the parcel or have it collected. Please select the correct reason for return and contact us if you are unsure of the returns process. 

Incorrect items received

If by mistake we supply you with an incorrect item, you must notify us by using the Contact Us page on the website, emailing us at info@coalharbour.co.uk, or replying to your order/shipping confirmation email within 30 days. We may then ask you to self-manage the return via our Royal Mail Returns Portal where you can create a returns label. You'll have the option to drop off the parcel or have it collected. Please select the correct reason for return and contact us if you are unsure of the returns process. 

Unwanted items

If you wish to return an unwanted item, you must notify us in writing by using the Contact Us page on the website, emailing us at info@coalharbour.co.uk, or replying to your order/shipping confirmation email within 30 days of receipt of the item.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

If your return is accepted, we'll ask you to then self-manage the return via our Royal Mail Returns Portal where you can create a returns label. You'll have the option to drop off the parcel or have it collected. Please select the correct reason for return and contact us if you are unsure of the returns process. Items sent back to us without first requesting a return will not be accepted.

Where a return is necessary and accepted due to a change of mind then you will need to cover the cost of postage. 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 30 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 30 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@coalharbour.co.uk.