Help

Shipping

Important information

Once you place and order, please make sure that the shipping address is correct as we’re unable to redirect orders once they are on their way to you.

Before we can dispatch your purchases, we may need to confirm your details with your card issuer. In case of any questions, once of COAT CREATORS team member will contact you via e-mail or phone number provided to us.

Insurance

We insure each purchase during the time it’s in transit and is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you.

If you have specified a recipient who isn’t you for delivery purposes (for example your order is a gift) then you accept that evidence of a signature by the recipient (or at that delivery address) is evidence of delivery and fulfilment by COAT CREATORS and transfer of responsibility in the same way.

Service updates

– Brazil:

Purchases shipped to Brazil require a tax ID number (Cadastro de Pessoa Fisica – CPF) in order to clear customs. To speed up the process and avoid any possible delays, please have this information available when our carrier contacts you.

– Saudi Arabia:

Please note that customs may request a copy of your Saudi National ID or valid resident permit (Igama) to clear the order.

Do you ship to my country?

We do ship our items to all countries in the world. Our delivery cost is based on the weight of the package.

To check your delivery cost, please add an item you liked to your shopping cart and proceed to the Checkout page. Once you enter country and post code of the delivery address, we will be able to provide you with the exact shipping cost.

What are my shipping charges? When will it arrive?

Shipping is automatically calculated prior to submitting your payment information and depends from the weight of the ordered items and destination country. Simply add items to your cart and proceed to the Checkout page where you will be shown the breakdown of your order and shipping cost.

Please note that many items purchased on our website are made once order is placed. After receiving your payment we will inform you how many days it will take a designer to produce the ordered item(s) or will it be shipped immediately.

Due to the extended holiday period your order may take a little longer to arrive. Some deliveries do require a signature. We use a range of different delivery services to make sure your parcel can get to you in good time. Usually our deliveries are made Monday to Friday 7:00am to 7:00pm or Saturday up to 12:00pm by myHermes in London or Royal Mail in UK, or local post office in other countries.

Any times quoted for delivery are approximate only and COAT CREATORS will not be liable for any delay in delivery of the products howsoever caused. If only part of your order is available, we will dispatch the items that are in stock and cancel the out of stock items. We will refund you back only for items that are not sent to you. Our customer service will send you a confirmation e-mail with a list of items that were dispatched to you.

Why are shipping restrictions applied to some items?

Due to international trading agreements and regulations, COAT CREATORS must adhere to particular shipping restrictions.

If you add a product to your shopping bag that we are unable to ship to your country, you will be informed about such restrictions via e-mail. Alternatively, you can change your shipping address to a different destination where these restrictions do not apply.

Do you offer same-day delivery?

We do not make the next day delivery due to the nature of our business (our stock is booked directly from designers and requires longer time to get to you). All deliveries will be made according to the carrier’s standard procedures.

On occasions our standard delivery service may be recorded and as such require a signature. If a signature is required and no-one is able to sign for your delivery, or if it cannot be delivered to a neighbour or left in a safe place, it may be taken back to the carrier’s depot, awaiting redelivery instructions or collection. When this happens a delivery company will issue a “Sorry we missed you” or “While you were out” card. You can then arrange for redelivery, or pick the item up in person.

 

Returns & exchanges

Making a return or exchange of items bought at COAT CREATORS online shop is easy. Under the new Consumer Contracts Regulations you have a legal right to return or exchange your order within 7 working days after receiving the items. Simply contact us about your return on info@coatcreators.com.

To make your returns and exchanges even easier, we will return inbound delivery cost if items are returned via our preferred courier / post service together with a proof of payment.

 

Exchanges

There is no charge to exchange items for a different size, however all exchanges are based on stock availability. Shipping is also free on the replacement item, but if you are based outside the EU you will need to pay taxes and duties on this.

Simply contact us by e-mailing us at info@coatcreators.com within 7 working days of receiving your order, and then specify the new size or color you require.

For exchanges outside the EU, we will send you a breakdown of cost and ask to authorise COAT CREATORS to deduct the total taxes and duties from the original card used to place your order.

Please note that we are only able to offer size exchanges, depending on its availability. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new piece separately.

Receiving a refund

Your refund will be credited to the original purchaser’s credit card including shipping costs.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through. However, you may be able to recover these by contacting your local customs bureau directly.

Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

Late returns

An RMA number should be requested within 7 working days of receiving your order. You should then return your item(s) within 7 working days of receiving this number.

Returns outside these timeframes may be accepted at the discretion of COAT CREATORS and may only be refunded as a store credit.

Our policy

Items should be returned new, unused, and with all COAT CREATORS and designer garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.

Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.

Please email our customer service to info@coatcreators.com if any of your purchases have been delivered without our tags.

All items returned should have a Return Merchandise Authorization (RMA) number. Unidentified returns may be returned to the sender.

– Faulty goods:

Goods are classified as faulty if they are received damaged. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.

For all faulty items outside of our Returns Policy, please contact customer service at info@coatcreators.com.

– Colours:

We have made every effort to display as accurately as possible the colours of our products that appear on COAT CREATORS. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.

Important information

All items at our online shop are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately.

Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.

You may return the goods by any secure means you prefer to use. Our address for all returns is Jonavos g. 254, LT-44132, Kaunas, Lithuania  We request that you contact our customer service at info@coatcreators.com in relation to such returns.

 

Payment

At COAT CREATORS online shop we accept Visa, MasterCard, American Express and Discover cards as well as payments made via PayPal.

When selecting the latter option at checkout, you will be directed to the PayPal site to ‘Log In’ and review the amount shown before clicking ‘Pay Now’. Once this transaction is complete, you will then return to COAT CREATORS website.

Please note that payment from your card / PayPal account will be debited immediately after completing the order.

 

Gift Cards

How to purchase a gift card?

Once in a while we all have dilemmas choosing perfect gifts for our loved ones. Will she like the blue coat? Or the grey one?! Arrrgh!

But doubt no more. COAT CREATORS gift cards are the perfect presents each time. Just go to our ‘Gift’ section, select a gift card and let your beloved one to choose a dream gift herself.

EXPLORE OUR GIFTS SECTION >>

How to redeem a gift card?

Simply type the code displayed on your gift card at the COAT CREATORS checkout page before finalising your order.

We will automatically use its total value to pay for your dream present, so that you can enjoy and treasure it for many years to come.

 

FAQ

What happens when my order is placed?

Choose an item, add it to the shopping cart and click on the ‘Check Out’ button. Our system will take you to the checkout page. Please make sure to provide us with accurate billing and shipping details, so that we could process your purchase as soon as possible.

Once you make a final payment, we’ll authorize it and send you an order confirmation email with details of each time you’ve added into your shopping cart and a copy of your receipt.

We’ll inform designers of your purchase about the ordered items and instruct them to send each design to our office. Here we’ll wrap each item into COAT CREATORS white and crisp signature packaging and ship it over to you with a tracking number and estimated delivery date.

During each of these steps we’ll send you an e-mail, so that you’re always in the know about what’s happening with your order and where it is.

We always aim to ship multiple item orders in the same package. But if it happens that a part of your order is made available by a designer sooner than the rest, we will let you know and despatch each purchase separately at no additional shipping cost.

We reserve the right to refuse an order. Non acceptance of an order may be as a result of one of the following: the product ordered being out of stock; our inability to obtain the authorisation of payment; the identification of an error within the product information, including price and promotion.

You can always request the status of your order by emailing its number and your questions to info@coatcreators.com. And if you can, we advise to print off and retain the confirmation of the order for your records.

How do I create my account?

To create your account, you will need to do the following:

  • Click on a human figurine at the top right corner of our website
  • Click on the ‘Register’ button on the right side of the page (or bottom if you are using a mobile device)
  • Fill in details and request e-mail verification
  • Verify your e-mail and log in to the account
  • Or simply enter your details at the checkout

Please remember that we NEVER share or sell your personal information to a third party and all your details are kept completely private. Please view our Privacy Policy for more information. COAT CREATORS are not responsible for the damage caused by sharing an account details with third parties.

How do I edit my account information?

To edit the information saved, please log in to your account, change the details you would like to change and save them to update the entry.

Do I need to set up an account to place an order?

You can shop at COAT CREATORS without creating an account.

However, creating an account with us will give you certain benefits like:

  • You’ll be able to save your address and details so you can shop even quicker next time
  • Track your orders and review past purchases
  • Stay up-to-date with the latest collections, new arrivals and many other exciting finds via our newsletters

I forgot my password

To replace your forgotten password, click on ‘Account’ icon at the top right corner of our site. Under the login box you’ll see a link that says ‘Forgot your password?’. Click on it and we’ll e-mail you a link to reset your new password immediately.

Has my order shipped?

After placing your order, you can start tracking the status of your order by logging into your account. You will receive a shipment confirmation when your order has shipped together with a tracking number and a link to our courier’s site to monitor the status of your purchase.

If you can’t view this information, please contact our Client Service team by e-mail info@coatcreators.com or call +370 618 34651. Please have your order number when contacting us so that we could check its status on our system quicker.

Can I change or amend my order?

Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details.

However, we are unable to combine orders or add pieces to an existing order once it has been placed. Please note that once an order has begun processing or has shipped, its details are no longer editable.

If you need to make any amendments, please call our Client Service team on +370 618 34651 for assistance.

How do I track my order?

Once your order has been dispatched, you will receive a confirmation e-mail with its tracking number and a link to our courier’s website to monitor the delivery status.

Alternatively, you can log in to your account on our website and find all required information to track your order.

My order never arrived

Don’t’ panic. Log into your account and double check that all of the items in your order have shipped already. If you order displays a Package Tracking Number, check with a courier to confirm where your package is and what’s holding it up.

Alternatively, feel free to contact us by e-mail info@coatcreators.com or call +370 618 34651 and we’ll do everything to help you.

What happens if items I’ve ordered are not available?

If so happens, we’ll contact you immediately and confirm one of the scenarios below:

– Where all items in an order are unavailable, the order relating to the unavailable item will be cancelled and a full refund will be made to your card / PayPal account including any delivery charges.

– Where some items in an order are unavailable, those that are available will be despatched and a refund will be made for those that are unavailable. Delivery charges will still apply.

I have received the wrong product

If you feel that you have received the wrong product, please contact COAT CREATORS Client Service team at info@coatcreators.com within 72 hours of receiving the purchase. Once getting in touch, don’t forget to send us your purchase number so that we could get back to you as soon as possible.

How much duty and tax will I have to pay?

Taxes and duties are calculated according to your shipping destination. The total on the order summary page will then show you a breakdown of the costs.

Once your order arrives at its destination you may be required to pay additional import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs. These additional charges (duty costs and taxes) aren’t included in the total cost shown on the website and at the checkout page.

I have a question on my charges

To review your orders, log in to your account. You may compare the order history on our website, with your financial records. If you have further questions or concerns, please contact our Client Service team at info@coatcreators.com for further assistance.

I need a copy of my receipt/invoice

To find and print your invoices, log in to your account by clicking on a human figurine icon on the top right corner of our online shop.

Contacts

info@coatcreators.com
+370 618 34651

Our office address:
Jonavos g. 254, Kaunas
LT-44132
Lithuania

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