FAQs

How do I make a purchase?

Please use the main category navigation to assist you through our online shop: BATH AND BODY, HOME FRAGRANCE, GIFTS, HOMEWARES & KITCHEN, STATIONERY & CRAFTS, JEWELLERY & ACCESSORIES, BRANDS.

If you’re looking for a specific item, please use our SEARCH box.

Once you have found what you are looking for, select colour, size and quantity and click ‘ADD TO BASKET’.

Review your selected items by clicking the ‘BASKET’ button in the top right corner of the page. You can remove items from your shopping basket at any time during your visit.

Once you have decided what you would like to purchase, click on ‘BASKET' to review your items or click on the ‘CHECKOUT’ button to buy your items, then complete your purchase.

Do I need to setup an account to make an order?

No. You can check out as a guest. But if you set up an account we will hold your billing and delivery details to make shopping easier next time. You can update your details at any time.

Is it safe to use my credit card on your website?

We use the latest SSL encryption technology to transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Shopify and Stripe, protecting your information and ensuring an easy and safe checkout on our website. You can also pay via your own personal Paypal account, which means you can be assured that your purchase is securely paid for, protecting your personal details and payment card information. Please do contact us for further information at customerservice@collettandholder.com

What do I do if a product is listed as 'out of stock'?

Items may be out of stock. Sometimes they are completely sold out, never to reappear. Sometimes they are due back in stock. If you would like to know when they are next available, please send us an email, and we’ll be in touch within 24 hours.

Can I include a gift message with my order?

Yes, just either inform us during the ordering process or email us as soon as possible so we can attached your details and message to your order.

How do I know you have received my order?

You will receive an email confirming receipt of your order. If you do not receive an email please contact customerservice@collettandholder.com

How do I know when my order has been shipped?

As soon as your order has been dispatched, you will be sent an email to confirm that it's on its way.

How long does delivery take and cost?

Please refer to the postage information here

What can I do if something is wrong with my order?

If you receive the wrong item or something is missing from your order please send us an email to customerservice@collettandholder.com quoting your name, order number and address, and we will endeavour to resolve the issue.

How do I return an item?

If for any reason you are not completely satisfied with your online purchase and wish to return it for a full refund*, then firstly contact us at customerservice@collettandholder.com to ask for a Returns number, please include your name, order number and address. We will give you a returns address which you can then post your item back to us. Please ensure that the goods are returned in perfect saleable condition, in their original packaging, with the invoice as proof of purchase within 14 days of receipt.

We will issue a full refund to the card used when placing the order, excluding any delivery charges. Please allow up to 14 days for a full refund from the date we received the goods. Please note: the cost of returning the goods and the safe return of goods is your responsibility until the order is received at our returns depot, we therefore suggest you return items using a recorded delivery service.

*Please note: items excluded from this policy are any special orders; hats; hair accessories; make-up; skincare; fragrance (including home fragrance); edible items such as chocolates. These items are non-refundable and cannot be exchanged. This does not affect your statutory rights.

Can I return my old electrical equipment to you?

WEEE Regulations-

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The regulations mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.

For example, if a customer bought a new alarm clock from us we would accept their old alarm clock and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.

Just pop the item in the post and return to address Collett & Holder, PO Box 3215, Gloucester, GL1 9DZ. All postage and packaging is to be paid for by the customer for the returned recyclable item.

Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.

To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.

How do I sign up for the Collett & Holder newsletter?

You can sign up for our fortnightly newsletter on the homepage. There is also an option to sign up when you create an account.