Refund policy

Last updated: November 7, 2026

Returns and refunds

At Albert Coll, every piece is made by hand in our Barcelona workshop. If you are not completely happy with your order, you can return it within 14 days of delivery.

How to start a return

Email us at info@albertcoll.com within 14 days of receiving your order, with your order number and the items you would like to return. Our customer service team will send you a return label and the return address. Please do not send items back without contacting us first.

Return shipping

Please send the items back within 14 days of contacting us, using the return label we provide. The cost of returning the items is paid by you, unless we agree otherwise.

Condition of returned items

Items must be returned unworn and in their original condition, with their original packaging, certificates and any accessories supplied with the order. We may reduce your refund if an item has been worn, damaged or handled more than necessary to inspect it.

Items that cannot be returned

Pieces made to your specifications or clearly personalised cannot be returned, unless they are faulty. This includes name and letter pieces, engravings and bespoke commissions.

Refunds

We will refund the price of the items and the cost of standard delivery within 14 days of receiving your return request. We may wait until we have received the items back, or until you have shown proof of sending them, whichever is earlier. Refunds are made to your original payment method. We do not refund any extra amount paid for express delivery beyond the cost of standard delivery. Your bank may need a few extra days to process the refund.

Exchanges

To exchange a piece for another size or design, please email info@albertcoll.com before sending anything back. Exchanges depend on availability; as many pieces are made in small quantities or to order, an identical replacement may not always be available.

Faulty or damaged items

Please check your order when it arrives. If a piece is faulty, damaged or not what you ordered, contact us as soon as possible at info@albertcoll.com with your order number and photos, and we will put it right. Every piece is covered by the two-year legal guarantee and by our two-year workshop warranty, which includes free replating of worn gold vermeil and gold plated finishes. See our Terms & Conditions for details.

Your rights

This policy does not limit your rights under applicable consumer protection law. For full details of your right of withdrawal, see our Terms & Conditions.

Questions

Email us at info@albertcoll.com.