CALL US 01502 740422 MON-FRI 9AM-5PM
"THE ULTIMATE BOUTIQUE" INDIA KNIGHT, THE SUNDAY TIMES
FIND US IN SOUTHWOLD, ALDEBURGH & BURNHAM MARKET

CUSTOMER CARE

 

  • Free Returns on all UK Orders
  • Standard Delivery £4.95
  • Next-day Delivery £6.95
  • Free Delivery over £250

 

Your shopping experience at Collen & Clare is very important to us, our customer care team are available to help with all queries: Monday – Friday: 9am – 5pm (GMT)

 

Email: online@collenandclare.com

Tel (UK): 01502 740422

Tel (INT): +44 (0) 1502 740422

Returns Address: Collen & Clare, The Warehouse, 12 High Street, Kessingland, Suffolk, NR33 7QG, United Kingdom

UK DELIVERY

 

  • Next day £6.95 (orders placed before 12.30pm, excludes Saturday delivery)

  • Standard 3-5 Days* £4.95 (free delivery on UK orders over £250)

 

Once your order has been completed and packed, you will receive an email from us confirming the successful dispatch of your parcel. You will also receive a tracking reference. Please be aware your order may be split into separate packages.

 

All standard domestic orders are dispatched from our stores using Parcelforce as default, and will require a signature upon receipt of the goods.

 

If you are unavailable to sign for your parcel, you will be left a card from the delivery driver instructing you on re-delivery options. Delivery can be attempted up to three times.

 

We cannot recall items or change delivery destinations once an item has been dispatched.

 

*This service does not include locations: Highlands & Islands of Scotland, Northern Ireland, Isle of Man, Isles of Scilly, Channel Islands (Guernsey or Jersey). Please select your area at the checkout to see relevant postal charges.

INTERNATIONAL DELIVERY

Price is dependent on destination. We aim to deliver within 3-5 working days in European cities, depending on destination

 

For specific delivery destinations or specific delivery requests please call our Online Team on 01502 740422 (Monday-Friday 9am-5pm)

FREE ONLINE RETURNS

Free UK Returns on all Orders

We hope that you are 100% satisfied with your purchase. However, if you wish to return an item for an exchange or refund, please pop your item into the mailing bag provided with your completed 'sorry I'm sending this back' card within 14 days of receiving your returns label. All Labels must be requested within 14 days of receiving your order. You can then print a free returns label by completing our returns form.


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. Fragrance, candles and skincare are non-refundable and cannot be returned.


You will receive a notification when your item has been refunded. We aim to process all refunds within 5-8 working days.


If you’re looking to return or refund an item, please use our returns form for a free postage label.

 

In-store Returns

We accept online returns in store within the 14-day return period. Your order will then be internally returned to our customer care team, and you will be notified by email when your order has been refunded.


Exchanges

If you wish to exchange an item, please include the new size and colour you require in the Returns Form. Our customer service team will then locate your required item and place it on hold for you. Please note items can only be exchanged for the same item in different sizes or colours, we do not offer exchanges for different products. All exchanges are subject to stock availability. Please contact our team to ensure the item is available.

 

Faulty or Damaged Goods

For faulty goods, please contact our Customer Care Team at online@collenandclare.com with the details of the fault and your web order number. 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 Returns

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.


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. Fragrance, candles and skincare are non-refundable and cannot be returned to us.


Late Returns

Returns will only be accepted if received within 14 days of a customer label request. Returns received after this period will be returned to you.

 

Processing Refunds

We aim to process all refunds within 5-8 working days of receipt. Please be advised during busy periods such as Christmas and sales, this may take longer. 

 

Distance Selling Regulations

Distance Selling Regulations give you the right to cancel your order within 14 days of placing your order and receive a full refund. To cancel your order, please contact 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 in accordance with the returns policy above.


Gift Vouchers

A gift voucher can be cancelled within 24 hours from the purchase but after this time they are non-refundable and cannot be returned.  


PAYMENTS, PROMOTIONS & GIFT VOUCHERS

Payments

All payment for Goods and for the cost of delivery and packaging must be made before the Goods can be delivered.

 

Payment online will be made by credit or debit card. We accept most major credit and debit cards excluding American Express through our secure Sagepay Portal. We cannot accept payments over the phone.

 

Collen & Clare Limited take personal security very seriously and abide by the Data Protection Laws of 1984 and 1998 to protect your personal information. Payment details are not held by Collen & Clare Ltd and are processed through either a secure Paypal Checkout or Secure Sagepay Checkout.



Promotions

From time to time we may offer promo codes on collenandclare.com that you can apply at the checkout in order to receive a specific discount from us. Only one promo code can be used against an order at any one time and codes can not be used in conjunction with any other offers or discounts for example Sale Prices.

 

Please note, a promo code cannot be applied to an order after that order has been placed. Certain brand or product category exclusions may apply, we will let you know if you can’t use your promo code on anything before you complete your purchase. If the promo code has expired, you will not be able to redeem it or exchange it for a new code. Promo codes are non-transferable and cannot be exchanged for cash.

 

Collen & Clare Limited can not accept responsibility once we have given you a promo code and we are not obliged to provide you with a replacement if it gets lost or is used by someone else. We reserve the right to cancel, modify or suspend the promo code at any time and amend these terms and conditions at any time.



Gift Vouchers

Our Gift Vouchers are sent electronically on the date you specify to the email address given. Payment for the gift voucher will be charged on purchase not on the date of issue and are valid for 12 months from issue.

 

Confirmation of the Gift Voucher will only be sent to the purchaser once the order is confirmed by Collen & Clare. Gift Vouchers can only be cancelled by the purchaser within 1 hour of purchase and will not be valid until confirmation email received. Unwanted Gift Vouchers can not be returned and voucher codes can not be used to purchase another gift voucher.

 

Items bought using gift vouchers can be returned or exchanged but not refunded, only additional monies paid over and above the gift voucher will be refunded and a new gift voucher code will be issued. When a new gift voucher is issued it will expire on the same date as the original gift voucher.

 

If you spend more than your gift voucher value you can pay the additional money at checkout. If you spend less than the gift voucher value you will have a credit balance to use later using the same voucher code.

 

Using your gift voucher is easy — just enter your unique code at checkout. You may purchase more than one gift voucher at the same time.


STILL REQUIRE ASSISTANCE?

If you cant find the information that your looking for, or need to ask us a question? 

Please take the time to fill in the small contact form below outlining your query and a member of our Customer Care team will aim to respond within 24 hours. Please note our customer care team are available to help with all queries:

Monday – Friday: 9am – 5pm (GMT)

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