Refunds & returns
Changed your mind? We’ll make it simple.
We want every piece to feel at home with you. If something isn’t right, here is how returns, exchanges and refunds work at Coolartizana.
Last updated: October 23, 2026
- 30 daysto request a return from delivery
- Freereturn shipping on damaged or incorrect items
- 5–10 daysfor your refund to appear after approval
Overview
You can request a return within 30 days of delivery. To be eligible, an item must be unused, in the same condition you received it, and returned in its original packaging with any tags or inserts.
Many of our pieces are made by hand, so small variations in colour, glaze, weave or size are part of their character. These natural variations are not considered defects.
How to start a return
- Email us at contact@coolartizana.shop with your order number and the item(s) you would like to return.
- We will reply with return instructions and the return address. Please don’t send items back without contacting us first, and don’t send them to the supplier.
- Pack the item carefully. Ceramics and other fragile pieces should be wrapped well to avoid damage in transit.
Items we can’t accept
- Items that have been used, washed, altered or damaged after delivery.
- Items returned without their original packaging.
- Gift cards and items marked as final sale.
- Returns requested more than 30 days after delivery.
Damaged, defective or wrong items
If your order arrives damaged, defective or isn’t what you ordered, email contact@coolartizana.shop within 7 days of delivery with your order number and a few photos of the item and its packaging.
We will arrange a replacement or a full refund, and we cover the return shipping in these cases.
Return shipping costs
For returns that are not due to our error (for example, a change of mind), the customer is responsible for return shipping costs. Original shipping is free, so nothing is deducted for it.
We recommend a trackable shipping service, as we can’t guarantee we will receive a returned item that wasn’t tracked.
Refunds
Once your return arrives, we will inspect it and email you to let you know whether the refund is approved.
Approved refunds are issued to your original payment method. Depending on your bank or card provider, it usually takes 5–10 business days for the credit to appear.
Haven’t received your refund yet? First check with your bank or card provider, as posting can take some time. If you still don’t see it, contact us at contact@coolartizana.shop.
Exchanges
We replace items only if they arrive damaged or defective. If you would like a different piece, the quickest way is to return the original item and place a new order. Questions? Write to contact@coolartizana.shop.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. If it wasn’t marked as a gift, the refund goes to the original purchaser.