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REFUND POLICY

We sincerely hope you are satisfied with your Cole Buxton purchase, if you are not you have 14 days from receipt of your order to return it. However, if you change your mind for whatever reason, we have now created an integrated returns system for you to use.

Please note: All returns must be in the original packaging with tags attached

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.

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

  1. Visit https://www.colebuxton.com/pages/returns
  2. Enter your email address and order number.
  3. Follow the steps and select whether you would like to return or exchange your selected products.
  4. Once you have completed the returns process and paid for the return, you will be emailed a DPD shipping label.
  5. 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.
  6. Place the items you are returning or exchanging into the order box and seal them up securely.
  7. 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.
  8. 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.

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.

International Returns

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.

Please note: All returns must be in the original packaging with tags attached

Returns Process - INTERNATIONAL CUSTOMERS ONLY

  1. Visit https://www.colebuxton.com/pages/returns
  2. Enter your email address and order number.
  3. Follow the steps and select whether you would like to return your items for store credit or a refund.
  4. Once you have completed the returns process and paid for the return, you will be emailed a DHL shipping label.
  5. 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.
  6. 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.
  7. Place the items you are returning into the order box and seal them up securely.
  8. 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.
  9. 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.

Online Store Credit

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

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.

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.

Product Condition

Please be aware that we cannot process returned clothing which has been worn. Please ensure that when you try your items on that you are not wearing strong aftershaves or scents, that all product tags remain in tact, and that the item is unworn and in a re-sellable condition. It will be at our discretion as to whether the item is in a re-sellable condition.

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.