Shipping and Return Policy

Shipping Policy

We ship worldwide. Click here to see the details of the costs and delivery terms corresponding to each country.

In case you want to make a change in the delivery address once the order has been sent, you must contact us as soon as possible at hello@coalescebcn.com. Changing the shipping address will incur an additional cost depending on the destination.

Shipments to post office boxes will not be possible.

Once your order has been sent, you will receive an email with a link to track it. In case of absence, the messenger will contact you to arrange a time or delivery option that best suits your preferences.

SHIPPING METHODS

We ship our products around the world using TIPSA and GLS. All the orders are processed from Barcelona, Spain, from Monday to Friday. Orders placed from Friday to Sunday or during holidays will be processed the following business day.

TAXES & DUTIES

All shipments sent outside the European Union are not inclusive of duties and taxes. In all cases, customers are responsible for any customs fees, duties, or taxes that may apply upon delivery. 

Coalesce is committed to taking care of all the required paperwork in order for the parcel to clear customs.

We do not take responsibility for external factors to Coalesce which may delay or prevent a delivery, and which are not covered by our logistic partners. 

Please note that in case that, for any reason, a customer refuses the delivery of the parcel, shipping costs and import duty fees related to the automatic return of the parcel to the sender will be charged to the customer. This amount will be deducted from the total amount of the order to be refunded. The refund, in that case, might take up to 45 days since the date of return of the parcel, or until all fees are calculated.

WHEN WILL MY ORDER BE PROCESSED

For silver plated products: Note these pieces are made-to-order so please allow us a maximum of 10 business days to prepare your order.  

For gold plated products: Note these pieces are made-to-order so please allow us a maximum of 14 business days to prepare your order.  

Note: due to the saturation of courier companies during Black Friday, Cyber Monday and Christmas season, some shipments may experience a slight delay in delivery. If your order has not been delivered in a reasonable time, please contact us at hello@coalescebcn.com.

DAMAGED PIECES

In the unfortunate case that a piece shows faults or is damaged during transportation, please contact us as soon as possible within the 14 days following to the reception of your order, by writing an e-mail at hello@coalescebcn.com.

Please make sure you include clear pictures of the piece showing the faults or damages in order for us to proceed with further actions as issuing refunds or exchanges.

Return Policy

Coalesce has a 14 days return policy. To return or exchange items, you must request a return authorization by contacting us at hello@coalescebcn.com.

You can return an item if:

  • I chose the wrong size
  • I received my order in poor conditions*
  • I received the wrong product

*Damaged/defective items:

In the unfortunate case that a piece shows faults or is damaged during transportation, please contact us as soon as possible within the 14 days following to the reception of your order, by writing an e-mail at hello@coalescebcn.com

Please make sure you include clear pictures of the piece showing the faults or damages in order for us to proceed with further actions as issuing refunds or exchanges.

What items are non-refundable?

  • Final sale or markdown sale Items
  • Worn items or items damaged due to normal wear and tear

IMPORTANT INFORMATION

  • Items must be returned to us in perfect condition: make sure the returned products do not bear any signs of usage and are sent back exactly as you received them.
  • Items should be returned in their original, undamaged box as this is considered part of the product.

Coalesce reserves the right to reject any returned products which do not comply with the above stated return policy. Rejected items will be sent back to the original shipping address. In order to avoid this, please contact us at hello@coalescebcn.com to address any issues or concerns you have regarding the item(s) you wish to return.

International customers are responsible for covering the cost of return shipments and coordinating the return with their local post.

Please ship returning international packages with your country/region’s local shipping carrier and be sure to use standard shipping. For added safety, please insure all packages with a tracking number.

Exchanges

Coalesce does only offer direct exchanges for damaged/defective items. For any other desired exchange we ask you to return the product for a full refund and place a new order for the preferred item(s) at your earliest convenience.

Refunds

Once the returned products has been quality-checked and approved, Coalesce will issue a refund to the original method of payment and a confirmation e-mail will be sent to you. Please note that it can take up to 10-15 business days to process the refund once the product arrives to our offices. It may take your financial institution additional time to process the transaction and update your bank statement. Please note: shipping fees will not be refunded.

Coalesce does not charge additional service fees for the return of your jewel(s). For returned products, the customer is responsible for the shipping costs and possible customs fees related to the shipment.

Your package must arrive at the warehouse with duties and taxes already paid. Otherwise, it will be returned to the sender and the return request will be refused.

Coalesce will not be responsible for any loss of the package during its shipment. It will be the customer’s responsibility to ensure that the package arrives at our facilities in perfect conditions. We are not responsible for risk of loss or damage during return shipment.