Delivery and Returns

Delivery

Free shipping for orders over certain amounts, please see below.

We have partnered with Global-E, enabling us to ship to over 100 countries worldwide.

DHL Express is used to ship to all destinations, ensuring a smooth and efficient delivery service. Please see our estimated delivery times and charges below:

Destination	Delivery Times	Charges
UK	2 - 3 working days	Free
United States	5 - 7 working days	Free for orders over US$400. US$20 for orders below US$400.
EU	3 - 5 working days	Free for orders over €400. €10 for orders below €400.
Japan	5 - 7 working days	Free for orders over JP¥54000. JP¥1750 for orders below JP¥54000.
Canada	5 - 7 working days	Free for orders over CA$600. CA$30.00 for orders below CA$600.
Australia	7 - 10 working days	Free for orders over AU$650. AU$40 for orders below AU$650.
Hong Kong	7 - 10 working days	Free for orders over HK$3500. HK$160 for orders below HK$3500.
Switzerland	3 - 5 working days	Free for orders over €400. €10 for orders below €400.
Rest of World	7 - 10 working days	Free for orders over £400. £20 for orders below £400.

EU countries are:

Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Non-UK orders are contracted to Global-e and will be subject to their terms and conditions.

All taxes and duties are calculated and can be paid in full at checkout. Read more below.

Taxes and Duties

UK Orders

Price displayed includes UK VAT.

Non-UK Orders

We partner with Global-E to provide a premium delivery service to our non-UK customers, including:

All orders will have the correct duties, taxes and shipping costs calculated and can be paid in full as part of the final price at checkout.
No unexpected charges invoiced by DHL as all costs are paid upfront.
Prices displayed and payment will now be in your local currency.
At checkout, you will be able to pay using a wider range of your preferred payment provider that is local to you.
If you return a product, you will be refunded the full amount you paid (price of product + all duties and taxes) by us, no need to reclaim taxes and duties from DHL/your local authority anymore. However, customers must use our dedicated returns portal to return an order: colhays.com/apps/returns, otherwise you will not be refunded the taxes and duties on the order.

As a non-UK customer, you will see that the price for products is now higher than before we partnered with Global-E. This is because the price now includes all applicable taxes and duties, as well as fees relating to our partnership with Global-E, covering complex worldwide registration and compliance requirements and increased administrative demands.

Before partnering with Global-E, our prices did not include taxes and duties (these were invoiced to customers separately by DHL), or any of the administrative charges associated with clearing customs upfront.

US customers please note:

Due to new laws enacted by the US government, from 29 August 2025, all orders, even those that are below USD$800 have become subject to import tariffs.

This is the reason the price displayed on our website seems more expensive, because all prices now include the mandatory import tariffs imposed by the US government, whereas before, we only displayed the net price for our products when import tariffs were not applicable for orders below USD$800.

The good news is that now that we have started partnering with Global-E, all applicable import taxes and duties will be accurately calculated and included in the total purchase price that you pay at checkout on our website, so there will not be any surprise bills or charges for payment of import tariffs when your order arrives in the US.

Returns

Returns Procedure

All customers must use our dedicated returns portal to initiate a return: colhays.com/apps/returns

IMPORTANT NOTICE: PLEASE DO NOT RETURN ITEMS USING YOUR OWN COURIER AS YOU DID IN THE PAST. IN PARTICULAR, IF YOU ARE A NON-UK CUSTOMER, IF YOU SEND YOUR ITEM BACK USING YOUR OWN COURIER AND NOT THE LABEL GENERATED USING OUR RETURN PORTAL (ABOVE), YOU WILL NOT BE REFUNDED THE TAXES AND DUTIES THAT YOU HAVE PAID.

The return portal will generate a return label for you to use and the cost of the return will be deducted from your refund. The cost of returns will be dependent on the weight and dimensions of your order, and where you are returning the parcel from, but the estimated costs are:

UK: £9

US: US$40

EU: €30

Rest of World: £40

Please note that the above is only a rough estimate of the return costs. A more accurate estimate of the return cost, based on your parcel's dimensions, weight and your locale, will be displayed when you use the return portal to initiate your return, referred to as "handling fees".

Please see below the step-by-step returns procedure:

Initiate your return and download a return shipping label using our dedicated returns portal: colhays.com/apps/returns
Put the item back into the original packaging that the item came in, including any tags and labels.
Fill out this returns form that came with your order and enclose it in your returns package.
If you are returning a parcel from outside the UK, please ensure that you write "RETURNED GOODS" on the package. This is to avoid delays or charges at UK customs when the parcel is being returned to us.
Package your parcel securely so that items do not fall out as we are not responsible for any damaged or lost returned goods in transit.
Put the return shipping label on the package. If you are returning a parcel in the UK, put only the return shipping label (page 1) on the parcel, and hand the waybill document (page 2) to the DHL courier.
Drop the package off at your nearest DHL collection point or schedule a pick-up with DHL:
- For UK customers - please use this link to schedule a DHL pick up: https://mydhl.express.dhl/gb/en/schedule-pickup.html#/schedule-pickup
- For non-UK customers - once you have generated the return label, on the second page you will find instructions on scheduling a pick up with DHL - please follow their instructions.

Returns Policy, Refunds and Exchanges

We hope that you will be satisfied with our products. However, if for any reason, you are unhappy with your order, you can return the product within 14 days of receipt of your order for a full refund (minus the cost of delivery and the cost of return) by following the returns procedure above.

Please note, we can only accept returned products that are in their original condition (in a re-sellable condition, undamaged, unworn, unwashed, with all labels attached).

Unfortunately, we are no longer able to offer exchange. If you wish to exchange, please kindly return your original order for a full refund, and then place a new order.

Refund of Taxes and Duties

If you are a non-UK customer and you return a product for a refund, we will refund you the full amount you paid (price of product + all taxes and duties), no need to reclaim taxes and duties from DHL/your local authority. However, please note that customers must now use our dedicated returns portal to return an order: colhays.com/apps/returns. If you do not use a return label generated by this return portal, you will not be refunded the taxes and duties on the order.

Orders placed before 9 September 2025

If you wish to return an order placed before 9 September 2025, you will be subject to our previous return policy. Please kindly contact us and we can advise further.

Refund

We will refund you the price you paid for the products (including any taxes and duties paid, but excluding delivery and return costs) by the method you used for payment. Please allow up to 14 days for payment to be processed following our receipt of the returned goods.

If you have any questions with regards to returns please don’t hesitate to contact us.