Customer Care

EASY AND TAILORED DELIVERY

All orders are shipped via DHL. For free shipping we use Economy Select, it takes 2-5 days and delivers worldwide. For an added fee you can receive your item via DHL Express which takes 1-2 days and also delivers worldwide.

ON DEMAND DELIVERY

Parcels can be delivered directly to your home, office or DHL Service Point (if available in your location). If possible, we recommend that you use your work address as delivery attempts are normally made during the day. Standard delivery hours range between 8 am and 5 pm on weekdays however you can choose between 6 different delivery alternatives with service ON DEMAND DELIVERY. This means that you can choose to activate specific delivery options tailored to you. It is therefore very important that you fill in the correct mobile number and e-mail address, so DHL can get in contact with you.

With on-demand delivery you can:

1.Schedule your delivery 2. Collect from a service point (if available in your location). 3. Select an alternative address. 4. Select vacation hold. 5. Leave with neighbour 6. Leave at a special place only you know

IF YOU DO NOT PICK ME UP

DHL will attempt no more than three delivery attempts. After that, the parcel will be returned to us and you will be charged 25 Euro/ 25 USD/ 250 SEK/ 25 GDP/ 250 DKK.

FREE SHIPPING

Coatally always offers free shipping and free returns on coats. Goods are dispatched during regular workdays, Monday to Friday. We aim to dispatch all orders within 24 hours. Delivery times are only provided as guidelines and do not take into account possible delays caused by payment authorization, stock availability, customs clearance processes, faulty delivery information or any other unforeseen activities. Please note that the following delivery charges do not include import costs (such as taxes or import duties) that may be due when packages reach the country of destination.

United States: FREE and 3-5 working days. Express 10 USD and 1-2 days

Sweden: FREE and 2-4 working days. Express 99 SEK and 1-2 days.

All of EU: FREE and 3-5 working days. Express 10 EUR and 1-2 days.

Norway and Switzerland: FREE and 3-5 working days. Express 15 EUR and 1-2 days.

Rest of the World: FREE and 3-5 working days. Express 15 EUR and 1-2 working days.

CONFIRMATION

Once we have received your order we will send an electronic invoice to your e-mail address as a confirmation of your purchase. It is important that you enter the correct e-mail address and mobile number when placing your order. We recommend saving this email in order to facilitate any contact with customer service you may have in the future. The order confirmation (receipt) also serves as a guarantee of proof of purchase.

TRACKING

We use fully trackable shipping methods. You can check the status of your package at any time using the link in the shipping notification or visit http://www.dhl.se/en/express/tracking.html directly.

INSURANCE

Coatally insures each purchase from the time it enters transit until it is delivered to you. All orders require a signature upon delivery, at which point you become responsible for the shipment. If you have specified a recipient other than yourself for delivery purposes, you also accept that the third party’s signature is sufficient proof of delivery and fulfillment by Coatally.

TAXES AND DUTIES

Within the European Union and the United States, orders are shipped on DDP (Delivery Duty Paid) basis, meaning that all taxes and duties are included in the final price.

Outside the US and the European Union, all orders are shipped on a DDU (Delivery Duty Unpaid) basis. Your order may, therefore, be subject to local taxes and import duties, which are levied by your local customs authority or the used shipping carrier. We are unable to calculate the exact amount in duties and taxes your order might incur, as these charges are imposed directly by the destination country and vary between countries. Coatally does not cover any such taxes, duties or related charges.

RETURNS

Coatally has a 14-day return policy. Any returns must be shipped/postmarked within 14 days of being received. Returned goods should not have been used and needs to be returned in as new condition.If the return terms and conditions are met, Coatally shall issue you a refund for the returned item or exchange the item. Upon reception of the returned item, we control the goods prior to processing the refund or exchange. Refunds are made to the original purchaser’s credit card and take 5-10 business days to show up on your account, from the time it has been processed by us. All orders are fully refundable, including full item value and any shipping fees paid.

When returning a product you are obliged to keep the product in the same condition as when you received it. The product/service must not have been used, however you have the right to investigate the condition the productwas in upon delivery to you if faults are found. All original packaging, price labels etc shall be returned with the product without having been tampered with. If damage or harm is caused to a product while investigating, the product does not qualify for the return policy.

EXCHANGES

Purchased items are exchangeable for a different size and color. All exchanges are based on stock availability and are shipped to you free of charge. Should you be interested in an alternative style, please return your item/s to us and simply purchase the new piece separately at www.coatally.com. Sale items are non-exchangeable but can be returned for a full refund. For countries outside of EU and outside the United States taxes and duties may apply, which will not be covered by Coatally. Since tax and import duties vary from country to country, we cannot provide an exhaustive list of applicable rules. Instead, we ask you to turn to your local customs authorities for more information.

IF YOU DONT LIKE ME

RETURNING YOUR PURCHASE

To make a return, please follow the below steps.

REGISTER YOUR RETURN Send an email to be@coatally.com with your order number, what items you’ll be returning and the reason for your return. In case of exchange, please specify the size and color of the desired replacement item(s).

PREPARE YOUR PACKAGE Write your order number and e-mail on the return slip. Place the slip, along with the item(s) you’d like to return, back in the original box (or other solid container). Seal it securely with tape.

SEND IT BACK

WITHIN EU – Use the pre-paid return shipping label to send your box back to us. Simply place it on the box, over the original shipping label. Then book your free pickup by calling your local DHL or go to www.dhl.com to arrange a collection. Or, if available you can drop it off at your nearest DHL Service Point (not possible in Sweden).

IN THE U.S. – After registering your return via email you will receive an e-mail containing a prepaid return-slip and pre-filled customs papers. DHL will then call you to arrange a collection. Print the documents, attach the return-slip to your package and hand the customs papers to the DHL courier along with your package.

OUTSIDE OF EU/US – Clearly mark the package with “RETURNED GOODS” and the AWB-number that you’ll receive from us after registering your return (step 1). Ship the package back to us with the carrier of your choice (see address below). For your safety, we recommend that you choose a shipping option with tracking. Make sure to declare the goods as “re-import” and with a total value of goods equal to €10 to avoid further customs fees.

PAYMENT

We accept Visa, MasterCard and American Express. Payments are not debited until the order is dispatched. For Sweden, Finland, Norway, Austria and Germany we also use Klarna Checkout.

We do not store any credit card information. All payments are processed using Stripe, a PCI certified payment system.

SECURITY

We use the latest Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser, which you can click on to find out information about the SSL digital certificate registration.

You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with “https” instead of the normal “http”. This means that you are in secure mode.

COLLECTED INFORMATION

Coatally collects personal information such as your name, email address and mailing address when you place an order or register for a service offered by Coatally. Coatally uses the information collected to process and fulfill your order. Additionally your email address may be collected at various points within the site (including when you place an order) so that we can send you necessary information such as order or shipping information. Payment information, such as credit card numbers, is not stored or processed by Coatally, but by Stripe, a PCI certified payment service provider employed by us. If you place an order with us, we need to hold personal information including your name, email address, phone numbers, billing and shipping address so that we can process and fulfill your order. Your telephone number may be given to our courier for delivery services. These details allow us to process your order and inform you of your order status. By signing up for our newsletter, registering an account or placing an order you consent to the collection of your personal data.

PRIVACY

The personal information you forward to Coatally will only be used to fulfill orders, keep you up to date and assure you the best service. Coatally will not allow third parties to see or use your personal details without your prior consent. You have the right to view your personal details upon request. If the information is incomplete or incorrect, you have the right to have the information corrected or deleted. If you wish to end your subscription to our newsletter, please click “Unsubscribe” in the email footer or send an email to be@coatally.com.

SITE STATISTICS

Web data is collected to monitor user trends on our site. Analytical data such as hits to our server, traffic patterns and page views shows us where our audience is coming from and how they interact with us online. This type of collected information is aggregated and anonymous, and therefore does not personally identify specific site users. In addition, our site may utilize “web beacons,” “pixel tags” or other tracking technologies to help us study the actions of our users through non-personally identifiable information. This data is aggregated and monitored to help us improve our services and our overall site experience.

PERSONAL INFORMATION

At Coatally we are dedicated to create a safe and enjoyable shopping experience for you. In this text we want to inform you about our website procedures; what we do, how we do it and how it affects you.

When shopping at www.coatally.com we may collect personal information you provide us when creating an account, making a purchase as well as data collected by cookies.

WHAT ARE COOKIES?

Cookies are very small text files that are stored on your device’s hard drive when you visit websites. We use first-party cookies and third-party cookies for the main purposes of; web functionality, web statistics and advertising.

WHY DO WE USE COOKIES?

Some cookies are vital in order for the website to function properly. The cookies keep track of your settings and make your shopping experience more convenient by e.g. recognizing your device and remembering your preferences and settings.

Cookies are also used to collect usage data such as duration of session, pages viewed, if a transaction was made or demographic data such as origin, gender and age. This information is used for analytical purposes and enables us to create the best shopping experience for you. The cookies we use do not collect any information that can be used to track or identify individuals.

WHAT INFORMATION DO WE COLLECT?

We collect information you provide us with when creating an account, signing up for our newsletter or when making a purchase. This information could be your name, address, contact information etc. The cookies may collect session information such as pages viewed, session duration, transactions made and demographics such as origin, gender and age.

THIRD-PARTIES

The information we collect may be shared with our close partners for analytical purposes. No personal information will be passed forward, traded or published beyond our organization and our trusted partners.

DISCLOSURES OF YOUR INFORMATION

You have the right to request access to your data and if anything is incorrect you can change or remove it.

You can disable any already stored cookies on your computer by changing your browser settings for cookies, you can also use opt-out programs such as “NAI’s Consumer opt-out” or “Google Analytics opt-out browser add-on” in order to prevent cookies from being used, please keep in mind that these settings may stop our website from functioning properly.

UPDATES

Our Privacy Policy may change from time to time, all updates will be posted on this page.

The text was last updated 2017-06-20

INTRODUCTION

These terms of use governs your purchases from, and your use of, the www.coatally.com website and forms a contract between you and Coatally AB, Swedish company registration number 559008-6558, Dragarbrunnsgatan 46, 75320 Uppsala, Sweden (hereinafter “Coatally”). By making a purchase from, and using, this website you have agreed to these terms of use. Please make sure that you have read and understood these terms of use when using our site.

PRODUCT

Coatally has the right to adjust prices, involve additional cost and change product information such as product pictures and offers without notice. The product images and information texts available reflect the product as much as possible but we reserve the right for any errors that may appear on the page and cannot guarantee that all pictures accurately reflect the true appearance of the products. We cannot guarantee that colors on the website will be true to life. This depends partly on color settings of your computer and monitor.

RESALE POLICY

You may purchase products on the site for personal use only and not for resale. By placing an order on the site you certify that you are purchasing the product for your own personal use and not for resale and that you accept our Terms and Conditions. We reserve the right to refuse orders for any reason without explanation.

CANCELLATIONS

In cases, you as a customer believe that the delivery is delayed in such a way that you no longer wish to fulfill the order, it is your responsibility to cancel the order. In cases where the order has been dispatched, the customer is required to receive the order. Cancellation is not valid until the customer has confirmed with Coatally either by email or telephone. If a product has been discontinued Coatally has the right to cancel the purchase and refund the paid amount to the customer. Coatally will notify the customer of a replacement or equivalent products if available.

COMPLAINTS TERMS

It is important that you as a customer carefully check your goods / products when you receive your shipment in order to verify that the products are not damaged and correct. If your product is damaged in transport, whether the damage is visible or hidden, you must report this as soon as possible to the carrier. If you receive your item and see that it is damaged or does not match the one you ordered or, you shall also contact us within 14 days from receiving the product.

LIABILITY

Coatally responsibility for errors in connection to delivery is limited to existing conditions of sale. Coatally bears no direct or indirect responsibility for example, but not limited to, incompatibility, delivery delays, downtime, data loss, additional work or other economic harm.

FORCE MAJEURE

Coatally shall be exempt from liability for damages and other penalties on the performance of the contract prevented, hindered or delayed by circumstances beyond our control. As the release factor should be considered include government intervention, new / amended legislation, lack of state, war, fire, flood, labor disturbance, prohibitions, restrictions, sabotage, poor transport or weather conditions or lack of delivery from suppliers and the company is exposed to criminal activity that affects activities.

INTELLECTUAL PROPERTY RIGHTS

All intellectual property rights, such as trademarks and copyright, on the website and in the material published on it are owned by Coatally or its subsidiaries or licensors. Any use of the site or its content, including copying or storing such content in whole or part, other than for your own personal, non-commercial use, is prohibited without the permission of Coatally.

USER CONTENT

The www.coatally.com website may include user generated content from for example social media applications. Coatally does not claim any ownership in rights in such content (images, photos and videos etc.) and take no legal responsibility for it. In case you for suspect a violation of copyright, or any other right, or otherwise is offended by such content, please contact our customer service.

RETENTION OF TITLE

All products remain in Coatally property until full payment is made.

FRAUD

All attempts at fraud reported to the authorities and Coatally reserves the right to cancel the purchase if any suspicion is raised.

GOVERNING LAW AND JURISDICTION

These terms and your use of the www.coatally.com website are governed by Swedish law. To the extent permitted by law, Swedish courts shall have exclusive jurisdiction of any dispute arising from these terms of use and your use of the website, subject to Coatally’s right to prosecute a user at his/her place of residence.

TERMINATION

Coatally reserves the right to terminate your account and/or your use of the www.coatally.com website at its sole discretion. For example, if Coatally suspects that you have breached this terms of use. Such termination can be made without prior notice.

AMENDMENTS

Coatally may revise these terms of use from time to time. Every time you order a product from us, the general conditions in force at that time will apply to the contract between you and Coatally. You should therefore periodically visit this page to review the then current terms to which you are bound.

These terms of use were updated July 6, 2017.