NOTICE TO RUSSIAN & UKRAINIAN CUSTOMERS
We are suspending all services to Russia & Ukraine. No orders for these countries will be accepted. We apologise for the inconvenience.
We cannot guarantee cancellations or changes of orders once they have been made due to the speed at which we process our orders. We will do our best to assist with any requests but it will not always be possible to make changes.
UK
Royal Mail Tracked 48 (3-5 Business Days) - £2.99
Royal Mail Tracked 24 (1-2 Business Days) - £5.99
INTERNATIONAL - All international orders are shipped via DHL EXPRESS and will arrive within 2- 4 working days once dispatched.
While every effort is taken to send orders out as quickly as possible, in some instances, orders may take up to 5 working days to despatch. After despatch, you should expect an added wait time respective to your selected courier service.
Please note that the customers will always be responsible for paying any import bills they may receive.
EU Orders are sent duty paid, as long as you live within the EU you should not have to pay any import taxes for your order.
When importing items to outside of the UK, this will always incur a customs inspection which we always provide the correct paperwork for. We cannot be held responsible for how long it takes your order to pass through customs.
In the event that your order cannot be delivered, due to incorrect information or missed deliveries these orders will be returned to us at the courier services discretion. Once your order has been returned to us you will be contacted. Customers are responsible for any additional shipping charges for redelivery.
We sincerely hope you are satisfied with your Cole Buxton purchase. However, if you change your mind for whatever reason, we have now created an integrated returns system for you to use. Go to https://www.colebuxton.com/pages/returns to start your return. Once the process is complete, you will be emailed a returns label. We will happily exchange your item or issue you a refund for all or part of your order.
Pleased be advised from the 24/02/22 we will now be offering a fixed rate returns service via DPD (£5.50). Any orders made before this date will still be eligable for free returns via our online portal.
We will be extending our return window temporarily up to 28 days for all orders made before 01/01/22 . Please be advised that any order made after this date will be subject to our regular 14-day returns window.
In order to get started, all you need is the email address associated with your order and your order number to make a return with us.
Returns Process - UK CUSTOMERS ONLY
- Visit https://www.colebuxton.com/pages/returns
- Enter your email address and order number.
- Follow the steps and select whether you would like to return or exchange your selected products.
- Once you have completed the returns process and paid for the return, you will be emailed a DPD shipping label.
- Please print out the returns shipping label and apply it to the outside of the box securely. Please use this to cover the original shipping label if possible.
- Place the items you are returning or exchanging into the order box and seal them up securely.
- Take the box to your local DPD drop-off point; you can find this here https://www.dpd.co.uk/apps/shopfinder/index.jsp. Enter your postcode to find your nearest drop-off point.
- Once your order has been received, and your items have passed our inspection process, We will process your store credit, refund and or exchange. You will receive a final update email when your refund or exchange is processed.
Once we have received your parcel, it can take up to 14 working days to be processed. Please note that processing times can be longer during holiday periods.
Please be aware that any unregistered items in your return will not be processed. If you need to make an amend to a processed return after the 24 hour period please contact returns@colebuxton.com.
Online Store credit is the quickest option if you want to order another product in exchange without waiting for a refund; select the Store Credit option when registering your return online. Once your return is received and processed at the warehouse, you will instantly receive an email with your store credit code and be able to use it on our website. Please be aware Online Store Credit can only be used on our website.
Currently, we only offer direct exchanges in size for the same product. If you would like to exchange your item for an entirely different product, you must first return your original item and place a new order. Depending on the option you choose during the returns process, we will issue you a store credit immediately once your items are approved or issue a refund to your original payment method. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
RefundsIf a refund is selected, all successfully returned items will be credited to the original payment method used to purchase the items. The original shipping charges will not be refunded. Please note refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. Store credit is the quickest option if you would like to order another product in exchange without having to wait for a refund.
If you have any queries or wish to discuss the returns procedure further, please do not hesitate to contact us at returns@colebuxton.com.
Items that are hand finished or subject to a manual process that produces a bespoke garment are not eligible for return or exchange. All sales on these items are final.
Due to hygiene reasons, we are unable to accept returns for any socks or undergarments.
We sincerely hope you are satisfied with your Cole Buxton purchase. However, if you change your mind for whatever reason, we will happily refund your purchase within 14 working days of receiving your order.
We have now created an integrated returns system for you to use. Go to https://www.colebuxton.com/pages/returns to start your return. Once the process is complete, you will be emailed a pre-paid returns label.
We will be extending our return window temporarily up to 28 days for all orders made before 01/01/22 . Please be advised that any order made after this date will be subject to our regular 14-day returns window.
All international returns will incur a charge. You’ll be prompted to pay for the charge during the returns process after your return has been approved via Email.
We have worked closely with DHL to guarantee that the returns charge is the most cost-effective way to send your order back to us, tracked and insured. Using DHL means we will not encounter any customs issues upon receipt of your items, so there is no need to worry about your return being held with outstanding customs fees. Your return payment will be charged after filling out the DHL payment portal inside our returns process.
In order to get started, all you need is the email address associated with your order and your order number to make a return with us.
Returns Process - INTERNATIONAL CUSTOMERS ONLY
- Visit https://www.colebuxton.com/pages/returns
- Enter your email address and order number.
- Follow the steps and select whether you would like to return your items for store credit or a refund.
- Once you have completed the returns process and paid for the return, you will be emailed a DHL shipping label.
- Please print out the returns shipping label and apply it to the outside of the box securely. Please use this to cover the original shipping label if possible.
- Write the original AWB (air waybill number) on the outside of your package. This is the DHL tracking number from your original order. You can find this in your tracking status update emails from DHL. This is a reference number for your DHL courier, so please make sure this is easily visible on the parcel.
- Place the items you are returning into the order box and seal them up securely.
- You can now drop your return off at a DHL service point, or you can arrange for your order to be collected from your shipping address. Please visit – https://returns.dhl.co.uk/ereturns/ to organise your collection. Your collection driver may ask you for a commercial invoice for this return. If this happens, please let them know that this is a paperless trade return, and the necessary documentation will be available once the parcel is scanned.
- Once your order has been received and your items have passed our inspection process, We will process your store credit or refund. You will receive a final update email when your refund or exchange is processed.
You will receive email updates throughout the process, from dropping off your return to the arrival at our warehouse.
Once we have received your parcel, it can take up to 14 working days to be processed. Please note that processing times can be longer during holiday periods.
Please be aware that any unregistered items in your return will not be processed. If you need to make an amend to a processed return after the 24 hour period please contact returns@colebuxton.com.
Online Store credit is the quickest option if you want to order another product in exchange without waiting for a refund; select the Store Credit option when registering your return online. Once your return is received and processed at the warehouse, you will instantly receive an email with your store credit code and be able to use it on our website. Please be aware Online Store Credit can only be used on our website.
Exchanges
If you would like to exchange your item for a different product, you must first return your original item and place a new order. Depending on the option you choose during the returns process, we will issue you a store credit immediately once your items are approved or issue a refund to your original payment method. Please note refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. Any duties paid for the original order my be eligible for a refund once you receive your refund receipt from us- please contact your duty payment processors for more information.
Refunds
If a refund is selected, all successfully returned items will be credited to the original payment method used to purchase the items. The original shipping charges will not be refunded. Please note refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. Store credit is the quickest option if you would like to order another product in exchange without having to wait for a refund.
If you have any queries or wish to discuss the returns procedure further, please do not hesitate to contact us at returns@colebuxton.com.
Bespoke & Non-returnable Items
Items that are hand finished or subject to a manual process that produces a bespoke garment are not eligible for return or exchange. All sales on these items are final.
Due to hygiene reasons, we are unable to accept returns for any socks or undergarments.
Discount offers may only be applicable to specific items / collections, and cannot be extended to other product range.
Please note that any items purchased using store credit are only eligible for size exchange or further credit replenishment. This excludes shipping fees, as they must be covered with each new order. Any store credit generated is set to expire a year from the date they are issued, unless specifically stated otherwise.
Store credit and discount vouchers may only have one use per code, and cannot be replenished unless specifically stated.
Any credit used to make an order will be replenished if the items purchased are returned and not exchanged. Please note that discount codes cannot be replenished after a return is processed.
We reserve the right to cancel any order that is believed to be fraudulent / an abuse of a discount code.
Sale Items
Sale items purchased may only be eligible for exchanges or store credit unless specifically stated. This includes site-wide sales and certain promotional events, which will be stated clearly during event announcements and countdown emails.
Please be sure to read all relevant information regarding site-wide events, as we cannot be held responsible if they are skipped.
Bespoke items
Items that are hand finished or subject to a manual process that produces a bespoke garment are not eligible for returns or exchange. Discounts cannot be applied to these limited collection items, unless clearly stated, purely to benefit those behind these projects. All sales on these items are final.