PENELOPE CHILVERS Lucia Rociera Suede Boots in Pumice

• Heel height: 9cm
• Sustainably sourced Italian oiled suede upper 
• Blake welt PU sole
• Fully lined
• Soft suede scallop trim
• Made in Spain
• Store in dust bag provided

We hope that you are 100% satisfied with your purchase. However, if you wish to return an item for a refund, please fill in the returns form that came with your order, including the reason for your return. If an item is faulty please include further details.

We request that you return any unwanted item as soon as possible but within 14 days of placing your order. Please package the item in the returns bag and return it via your local Post Office.

All goods should be returned to the following address:

COLLEN AND CLARE LTD

THE WAREHOUSE

12 HIGH STREET 

KESSINGLAND

NR33 7QG

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 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.

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.

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.

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.  

Need help styling this item, or have questions about fit and material?

Our luxury styling service is available at our Southwold store to both Men and Women. Our personal styling appointment can provide you with expert guidance on the latest seasonal fashion, product size, fits, as well as styling tips and current trend inspiration.

Speak to one of our stylists on 01502 724823 — available 9am-5pm weekdays for further information.