FAQ

Frequently Asked Questions

How do I return my order?

You have 14 days, from the date you received your order, to return your purchase. Items must be returned to us unused and in the same condition that they were received in. Please ensure before you return an item that all tags are attached, all original packaging is present and intact. For footwear, please place the shoebox inside protective packaging.

Please visit the Return Centre and follow the instructions below:

  • Insert your email/phone number and order number (order number starting with #)
  • Select the item you want to return and choose the reason for return.
  • You will get a confirmation email with the shipping guidelines once the return request is approved.

You are in charge of organising the shipment back to us.

For UK customers only, once you have filled out your return request, please use the return label in the shipping box.

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Returns that do not meet our policy will not be accepted.

 

How soon will I get my refund?

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will be applied original method of payment, within 10 working days. 

 

Can I exchange my order?

You have 14 days, from when you received your order, to place an exchange.

To exchange, please follow the instructions below:

  1. Contact Us by informing the item you would like exchanged and confirming the return pick up address.
  2. Create an Exchange Authorization and follow the instructions to return your order.
  3. Once your original order it received in acceptable condition, we will send out your requested exchange item.

 

Our customer care team will book your complimentary collection. There is no additional cost to exchange your purchase. If there is a price difference you will be charged or credited the difference.

 

Can I cancel or modify my order?

Modifying or cancelling an order is only possible if the merchandise has not yet entered the packaging or shipment phase. Please Contact Us if you would like to make and changes to an existing order.

 

When will I receive my order?

Once your purchase is completed, an e-mail confirmation will be sent. This email acts like an invoice and will include your order number. Standard processing time takes up to 2 business days.

Once your order has been shipped, you will receive an e-mail with your shipment’s tracking information.  

 

How does Made to Order work?

For Made to Order please contact us via our Contact form or send us an email at customercare@colvilleofficial.com.

 

In what packaging will my goods be delivered?

When you shop at colvilleofficial.com you will receive your ordered items in a branded Colville Tote bag. Your order will also include a Colville branded Thank You Card inside in case you want to drop someone a special note. All items are wrapped in branded tissue paper.

 

How do I contact Colville’s PR or Buying Team?

You can send an email to the following addresses:

Press and media: colville@tcs-uk.net

 Wholesale accounts: maya.weiss@tomorrowltd.com

Others: info@colvilleofficial.com