Most orders are dispatched from our store or warehouse in the UK within 1-2 working days (Monday-Friday, excluding bank or local holidays). You will receive a dispatch confirmation and courier tracking email when your order leaves us.
Orders are then delivered by our chosen courier partners, in the UK this usually takes 1 working day, to Europe 2-3 working days, to USA 3-4 working days and further afield it can take 4-6 days.
For orders being delivered outside the UK, VAT will be removed at checkout and your order will be shipped DDU - duties and taxes are charged at time of import, and you will receive details from DHL about any fees due.
Please note our charges are for delivery only and all duties and taxes (where applicable) are the responsibility of the customer. By placing an order for an international delivery, you are agreeing to our terms. If any parcels are refused at customs, the customer will be liable to any further costs for the return of this order which will be deducted from your refund amount.
Undelivered orders which are returned to us will be refunded, excluding delivery charges.
We cannot recall packages or change delivery details on a package leaves us - but occasionally our courier partners may have options to delay delivery or use a local pick up point.
Please note we are unable to ship cosmetics to Spain
Although we hope you love your order, we understand there may be times when you need to return items to us. You have 14 days from the date of receiving your order to pop it back to us for a refund.
We kindly ask that all items are returned in their original condition, unworn/unused with their original tags/packaging.The cost of returns are the responsibility of the customer, we recommend that you send the returns by recorded delivery.
- Swimwear pieces are refundable as long as the hygiene sticker has not been removed.
- Pants/knickers and boxers are non returnable unless faulty.
- Earrings are non returnable unless faulty.
RETURNS PROCEDURE:
1. Complete the returns card that came with your order
2. Place the returns card and item(s) you wish to return in their original packaging
3. Our parcel bags can be re-used and resealed using the second sticky strip. Or you can use your own suitable packaging so that the items are completely protected. Our large parcel boxes (normally used for outerwear or multiple items), can be used to return your goods. We recommend that you tape the box to secure closure
4. Once packaged up, address your parcel and send it to:
Collen and Clare Online
The Warehouse
12 High Street
Kessingland
NR33 7QG
Via the post office or courier of your choice. (We recommend that you obtain proof of postage).
5. Ensure you are returning within the 14 day time frame. We are pretty speedy, so will typically turn around refunds within 1-3 working days. You will receive an email to confirm once the refund has been processed. Please note that during busy periods, such as Christmas and sale season, this time period may be extended.
FAULTY ITEMS:
On the rare occasion, there is a problem with an item, please contact us we are here to help.
Items are classified as faulty if they are received damaged or where a manufacturing fault occurs. The faulty returns process will depend on the brand so please contact us for advice.
Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
In the first instance, please send photographs of the fault to online@collenandclare.com stating the problem and your order details, or if you have purchased in store, proof of purchase or receipt details.
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INTERNATION RETURNS
Cost £30.00 using DHL Express Returns
Whilst we cannot cover the cost of returns, we have tried to make it as easy as possible. Should you need to return an international order, we strongly suggest using the DHL Express returns label included in your parcel. Please follow the link https://mydhl.express.dhl/ and enter the return waybill number from your label.
Using DHL Express returns service is flexible and easy, they will collect from your door. We will deduct £30.00 from your refund total once the goods have been returned to us. However should you wish to return an order using a different service, we ask that you email us with tracking information.
You have 14 days from the date of receiving your order to send it back to us for a refund.
As with any order, we kindly ask that all items are returned in their original condition, unworn/unused with their original tags/packaging.
- Swimwear pieces are refundable as long as the hygiene sticker has not been removed. - Pants/knickers and boxers are non returnable unless faulty. - Earrings are non returnable unless faulty.
Free UK Delivery on orders over £100
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