Online Returns Policy


RETURNS ADDRESS:

COLLEN & CLARE RETURNS

12 HIGH STREET

KESSINGLAND

SUFFOLK

NR33 7QG

UNITED KINGDOM


RETURNS 

We hope that you are 100% satisfied with your purchase. However, if for any reason you are unhappy with your order, please return your item (s) within 14 days of delivery, complete with the duplicate invoice stating your reason for return. We will be happy to exchange for another product or issue a refund (excluding any postage). collenandclare.com are not responsible for any returns costs.

All items must be returned unworn or unused with their original tags, packaging (i.e Shoe Box) and proof of payment.  It is the customer's responsibility to ensure that all items are packaged securely and where possible proof of postage is obtained. All goods will be inspected upon return and in the unlikely event that an order is sent back in an unsuitable condition we may have to return it to you.

Unfortunately for hygiene reasons we cannot accept the return of underwear briefs, pierced jewellery or opened beauty products. Swimwear returns will only be accepted if the hygiene wrapping is still in place.


CAN I RETURN MY ORDER TO A STORE? 

We do accept online returns in store within the 14 days return period. Your order will then be internally returned to our customer care team, which could result in a delay to your refund. You will be notified by email when your order has been refunded.

 

EXCHANGES

If you wish to exchange an item, please contact our Online Care Team at online@collenandclare.com so they can locate your required item and place it on hold for you. All exchanges are subject to stock availability, prior contact with our team will help ensure that the item is available for you. 

 

FAULTY OR DAMAGED GOODS

For faulty goods please contact our Online Care Team at online@collenandclare.com with the details of the fault and your web order number. Faulty enquires are dealt with on a case by case basis. Unfortunately we are unable to accept items that have been damaged as a result of wear and tear as these items are not considered faulty. 

 

INTERNATIONAL CUSTOMERS 

We hope that you are 100% satisfied with your purchase. However, if for any reason you are unhappy with your order, please return your item (s) within 14 days of delivery, complete with the duplicate invoice stating your reason for return. 

We will be happy to issue a refund (excluding any postage) but unfortunately we are unable to offer exchanges for international orders. If you require another size or would like an alternative item, please return the unwanted items and place a new order. collenandclare.com are not responsible for any returns costs.

All items must be returned unworn or unused with their original tags, packaging (e.g. shoe box) and proof of payment.  It is the customer's responsibility to ensure that all items are packaged securely and where possible proof of postage is obtained. All goods will be inspected upon return and in the unlikely event that an order is sent back in an unsuitable condition we may have to return it to you.

Unfortunately for hygiene reasons we cannot accept the return of underwear briefs, pierced jewellery or opened beauty products. Swimwear returns will only be accepted if the hygiene wrapping is still in place. 

 

LATE RETURNS

Items returned outside of the above time frame will not be accepted and will be returned to you. 

 

WHEN WILL I RECEIVE MY REFUND?

We aim to process all refunds within 5-8 working days. Please be advised during busy periods such as Christmas and Sale this time period might be extended to 10-12 working days. 

 

DISTANCE SELLING REGULATIONS 

Distance Selling Regulations give you the right to cancel your order and receive a full refund. To cancel your order you need to contact our Online Care Team at online@collenandclare.com to obtain a copy of the withdrawal form which will allow us to cancel your order. Once completed, please send this form back to us and if your item has already been dispatched to you, return the item. Once an order has been cancelled you have 14 days to return it to us in suitable packaging and in a unworn condition. 

 

CAN I RETURN A GIFT VOUCHER?

Unfortunately we cannot accept returns of Gift Vouchers. A gift voucher can be cancelled within 24 hours from the purchase but after this time they are non-refundable. 


For any queries or advice regarding our returns policy please email: online@collenandclare.com