Question 1

I’m having trouble placing an order can you help?

Accepted Answer

If using a mobile device or the app, try using the website to complete your order. If using the website make sure you clear your cache and cookies, and if this doesn’t work try changing your browser.
Still having trouble? Send our customer services team an e-mail at: info@houseofcoalesce.com and make sure you include the browser/device you’re using, any screenshots or photos, and make sure you e-mail us using the same one you have an account with.

Question 2

Where is my order?

Accepted Answer

Once your order has been dispatched from our warehouse, you’ll receive a dispatch e-mail with your tracking link. You can then track the parcel directly with the courier. Orders are normally dispatched within a few working days. If you can’t find your e-mail make sure you double check your junk/spam folders.

Question 3

Can i cancel or change my order?

Accepted Answer

Once an order has been placed unfortunately it cannot be cancelled or amended. You can return your order using our free returns service, or you can refuse delivery with the courier. The parcel will then be returned to us and we’ll refund you. We’re hoping to be able to cancel or amend orders in the future!

Question 4

Can i change my delivery address?

Accepted Answer

Once an order has been placed unfortunately it cannot be cancelled or amended.

Question 5

I haven't got my delivery confirmation

Accepted Answer

Make sure you double check your junk/spam folder as sometimes it can be hiding in there! If you can’t find it and haven’t received your order within our delivery promise, contact Customer Services

Question 6

I didn't get an invoice in my parcel

Accepted Answer

We’ve gone paperless so you won’t receive any paperwork in your parcel. You’ll still get your order confirmation and dispatch via e-mail.

Question 7

Where do we deliver to?

Accepted Answer

We offer delivery worldwide.

Question 8

My order is showing as delivered but i haven't received it?

Accepted Answer

If your order is showing as delivered and you can’t locate it, firstly check with your neighbours, anyone else in your household and any safe places it could have been left. If you track your parcel using the tracking number in the shipping e-mail, you should be able to see if the parcel was left in a safe place or with a neighbour. If you still can’t locate it, get in touch with Customer Services via email or live chat and someone will investigate further. We’ll also ask you to fill out a denial of receipt form and ask you a few questions. Once our investigation is complete we’ll then look at resending your order or refunding you.

Question 9

Where can i find Terms & Conditions

Accepted Answer

Here

Question 10

Where can i find the privacy policy

Accepted Answer