Refund policy

Coral-London — Returns & Refunds Policy
Last updated: [date]

At Coral-London, we want you to be completely happy with your order. This policy explains, in full, your rights as a UK consumer to cancel your order, return items, and receive a refund, repair, or replacement — as well as how our process works in practice. It's long because we'd rather over-explain than leave you guessing. If you can't find the answer you need, just email us.

PART A — YOUR LEGAL RIGHT TO CANCEL (THE "COOLING-OFF PERIOD")

1. What is the cooling-off period?

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer buying online (rather than in person), you have a legal right to change your mind and cancel your order without giving any reason.

2. How long do I have?

You have 14 calendar days, starting the day after you (or someone you nominate) receives the goods, to tell us you want to cancel. After telling us, you then have a further 14 calendar days to actually send the goods back to us.

Example: if you receive your parcel on 1 March, you have until 15 March to notify us of cancellation, and then until 29 March to post the item back.

3. How do I cancel / start a return?

Simply email us at corallondonofficial@gmail.com with:
- Your order number
- The item(s) you wish to return
- Whether you'd like a refund

We will confirm receipt and provide return instructions, including the return address, within 1–2 business days. [If you use a self-service returns portal or app, add the link/instructions here.]

4. What condition must the item be in?

To qualify for a full refund under the cooling-off right, items must be returned:
- Unworn, unwashed, and unused (aside from trying items on as you would in a fitting room)
- With all original tags, labels, and hygiene seals still attached
- In their original packaging where possible

If an item is returned in a condition showing more than reasonable "trying on" wear (for example, makeup marks, perfume, visible wear on the soles of shoes, or missing tags), we reserve the right to deduct an amount from your refund to reflect the reduction in the item's value, or to decline the return, in line with the Regulations.

5. Are there items I can't return under the cooling-off right?

Yes. For hygiene and safety reasons, the following are exempt from the standard cooling-off cancellation right once the hygiene seal or packaging has been opened or removed:
- Pierced/body jewellery (e.g. earrings)
- Swimwear and lingerie/underwear, where the hygiene liner or seal has been removed
- Cosmetics or skincare items, if applicable, once opened

These exemptions do not affect your rights if the item is faulty — see Part B below.

6. Who pays for return postage?

Unless the item is faulty, incorrect, or misdescribed (see Part B), the cost of returning the item to us is your responsibility. We recommend using a tracked and/or signed-for service, as we cannot issue a refund for a return parcel that is lost in transit back to us and cannot be proven as sent.

7. When and how will I get my refund?

Once we receive your returned item(s) and confirm they meet the conditions in Section 4, we will process your refund to your original payment method within 14 days of receipt (often sooner). You'll receive an email confirming your refund has been issued. Please allow a few extra days for the refund to appear in your account, depending on your bank or card provider.

8. Will I get my original delivery charge back?

If you cancel your entire order within the cooling-off period, we will refund the cost of standard delivery you originally paid (we are not required to refund the cost of any express/premium delivery option you chose above our cheapest standard option). If you only return part of an order, the original delivery charge is not refunded, as it still applied to the item(s) you kept.

PART B — FAULTY, DAMAGED, OR INCORRECT ITEMS

9. What are my rights if an item is faulty?

Under the Consumer Rights Act 2015, all goods sold to consumers must be:
- Of satisfactory quality
- Fit for purpose
- As described

If your item doesn't meet this standard, you have the following rights, depending on timing:

Timeframe | Your right
Within 30 days of delivery | Full refund or replacement — your choice ("short-term right to reject")
30 days – 6 months | We get one attempt to repair or replace; if that fails, you're entitled to a refund or price reduction
6 months – 6 years | Similar rights apply, but you may need to show the fault was present at delivery

10. What counts as "faulty"?

Examples include: manufacturing defects, items that arrive damaged in transit, incorrect items sent, missing components, or items that are significantly different from their online description (e.g. wrong material, wrong size sent despite correct size ordered).

11. How do I report a faulty or incorrect item?

Email corallondonofficial@gmail.com within 30 days of delivery (sooner is always better) with:
- Your order number
- A description of the fault or issue
- Clear photographs (and video, if helpful) showing the problem

We will assess your claim promptly, usually within 2–3 business days, and confirm next steps.

12. Who pays for return shipping on faulty items?

We do. If we confirm an item is faulty, damaged, or incorrect, we will cover the cost of return shipping, either by providing a prepaid label or by reimbursing your reasonable postage cost.

13. What will I receive — refund, replacement, or repair?

For most fashion items, a full refund or free replacement is the standard resolution. Where relevant (e.g. certain accessories), a repair may be offered as an alternative. We will always explain your options clearly before proceeding.

PART C — GENERAL RETURN INFORMATION

14. Exchanges

We currently don't offer direct exchanges (e.g. swapping a size or colour). If you'd like a different size or colour, please return your original item under Part A for a refund, and place a new order for the item you'd prefer — this is usually the fastest way to get the right item to you, given our fulfilment model.

15. Sale and clearance items

Items purchased at a discount or during a clearance sale are eligible for the same cooling-off and faulty-goods rights as full-price items, unless clearly marked as "final sale" at the time of purchase, in which case only faulty-item rights under Part B apply.

16. Gift returns

If you received a Coral-London item as a gift and would like to return it, please contact corallondonofficial@gmail.com with the order number (ask the gift-giver if needed) and we'll do our best to assist, including offering store credit where a refund to the original payment method isn't appropriate.

17. International returns

[If you sell internationally: state expected return timelines and that customers are responsible for any customs documentation/costs when returning from abroad, unless the item is faulty.]

18. Return address

Returns should be sent to the address we provide when you contact us to start your return — this may vary depending on which fulfilment partner shipped your specific item, so please always request the correct return address rather than assuming, to avoid delays.

19. Proof of return

Please keep your proof of postage/tracking number until your refund has been confirmed. We recommend photographing the item and packaging before sending it back.

20. Fraudulent or abusive returns

We reserve the right to refuse a refund, charge a restocking fee, or decline future orders where we reasonably suspect return fraud, "wardrobing" (wearing and returning), or a pattern of excessive returns inconsistent with normal shopping behaviour. This does not affect your genuine statutory rights.

21. Changes to this policy

We may update this Returns & Refunds Policy from time to time to reflect changes in law or our processes. The version published at the time of your order will apply to that order.

QUICK SUMMARY (FOR REFERENCE ONLY — FULL TERMS ABOVE ALWAYS APPLY)

- 14 days to tell us you want to cancel, from day after delivery
- 14 more days to send the item back
- Items must be unworn/unused with tags attached
- Refunds issued within 14 days of us receiving your return
- Faulty items: contact us within 30 days for a full refund or replacement, and we cover return postage

CONTACT US

Coral-London
Email: corallondonofficial@gmail.com
Please always include your order number so we can help you as quickly as possible.