We want you to love your Collett & Holder goodies but if for any reason you are not completely satisfied with your purchase, simply contact us at firstname.lastname@example.org stating your name, order number and full address, and we’ll give you a Returns number to include on your package when returning.
Please contact us within 14 days of receiving your item to be eligible for a full refund, items returned after this time will only be eligible for a credit note which can be used on a future purchase.
The postage for all returns will have to be covered by the customer.
For hygiene reasons unfortunately we cannot return or exchange earrings, hats; hair accessories; items with a broken hygiene seal such as make-up; skincare; fragrance (including home fragrance); edible items such as chocolates. These items are non-refundable and cannot be exchanged.
All we ask is that the items you send back are: Unworn / Unused. In the same condition we sent them out to you. In their original packaging. Returns sent to us without a note cannot be processed. Your refund will be credited in the same manner and to the same account used to make the original purchase. We regret that we are unable to refund the initial postage costs for returns. The item is your responsibility until it reaches us. Be sure be get a proof of postage.
How long will it take to process?
We usually process a refund or exchange within 3 working days of receipt of your return, though please allow up to 14 days for a full refund from the date we received the goods. At this point we will e-mail you confirmation of a refund, or send you your replacement.
As a result, please do not contact us until 3 working days have passed since we received your return. Be assured that we will endeavour to process exchanges as quickly as possible.
If it has been more than 3 working days since we received your return please contact us quoting your name, full address and order number and we will look into this immediately.
What if my order is faulty, damaged or part of it is missing?
If the item you received is not what you originally ordered, or is faulty in any way, please contact us at email@example.com within 7 days of receiving it giving us your name, address and your order number, photos of any damage, and let us know if you require a refund or a replacement.
In case of a damaged or faulty item, we must have photographic evidence to process any claims, and we will refund any postage costs to you or send you out a replacement free of charge.
Can I change my order before it is sent?
If we haven’t yet shipped the order then it may be possible to amend it. To change your order please contact us via email at firstname.lastname@example.org , with your order number and details of the amendment(s) you require.
We will reply to your e-mail to confirm if the amendment has been possible. Unfortunately, if your order has been shipped it won’t be possible to amend it.
Can I cancel my order?
Under the United Kingdom’s Consumer Contracts Regulations you have the right to cancel your order within 14 days of receiving the item and obtain a full refund. Please note some items are non-returnable for hygiene reasons.
All order cancellations must be sent to us via e-mail at email@example.com or by letter to Collett & Holder, PO Box 3215, Gloucester GL1 9DZ, quoting your name, order number and full address.