Delivery and Returns


Christmas 2021 deliveries and returns

We love Christmas and it does tend to be busier around this time of year. Rest assured that we will do our very best to deliver your orders in time for your loved ones for Christmas. Although we are not able to provide any guarantees, we would advise that you place your order by Monday evening 13 December in order to have a good chance of having your parcel delivered prior to Christmas.

We are also operating a Christmas returns policy. This means that orders received between 20th November and 25th December can be returned for exchange or refund until 8th January 2022 (instead of the usual 14 day returns period). All other conditions which entitle you to an exchange or refund continue to apply.


You will be able to continue placing orders any time during the whole of the holiday season and we will be absolutely delighted if you do so! However, please kindly note that orders placed between 23 December 2021 to 3 January 2022 will be shipped during the work week 4 - 7 January 2022.


Delivery and duties

Notice to customers in the EU: prices shown on the product pages are inclusive of 20% UK VAT, which is deducted at checkout as you are a non-UK customer. However, please kindly note that:

1. you will have to pay your country's local VAT on arrival of the parcel. DHL will send you an invoice for this when the parcel arrives in your country. Please check with your local tax authority to find out what the rate of VAT is in your country; but

2. you should not have to pay any import duties on the shipment. You should only be charged your local VAT, but not import duties. This is because all of our products are made in the UK and we include a "statement of origin" on the commercial invoice (this was agreed between the EU and the UK under the EU-UK Trade and Cooperation Agreement). If you find out that duties have been wrongly charged by DHL in addition to your local VAT (please look at the breakdown of the taxes and duties invoice from DHL which will show you whether it's VAT or import duties being charged), please contact us to let us know and we will send you a copy of your commercial invoice so that you can use it to dispute the import duty portion of the invoice with DHL.

Please kindly note that even though import duties should not be charged on the shipment, your local VAT is still payable on the shipment

Notice to customers in the US: we understand that orders under USD 800 are free of import duties, however, please kindly check with the US and your local tax authorities to determine taxes and duties (if any) due on import.   

Notice to all non-UK customers: please kindly note that there is a possibility that the delivery of your order may be delayed due to customs, which we unfortunately have no control over, and the order may be subject to import duties and taxes. Regrettably, we do not have control over these charges and cannot predict their amount. You will be responsible for payment of any such import duties and taxes.

COVID-19 notice: we are fully operational and continue to ship all orders using DHL express, who deliver items that you have purchased door-to-door. Our priority is for everyone to stay safe during this period. With this mind, we observe the highest hygiene standards and ask our DHL delivery partners to pick up parcels from our front door, minimising contact with anyone from the company. DHL then delivers directly to you. 

If you have any questions, please contact us.

Our estimated delivery times are as follows:

Destination Delivery Times Charges 
UK - DHL Express Shipping 2 - 3 working days Free
EU - DHL Express Shipping 3 - 5 working days £10
Rest of Europe - DHL Express Shipping 3 - 5 working days £15
Australia, Canada, Hong Kong, Japan, New Zealand, South Korea, Taiwan, US - DHL Express Shipping 7 - 10 working days £15

We are currently selling to customers in the UK, EU, certain other European countries, the US, Canada, Japan, South Korea, Hong Kong, Taiwan, Australia and New Zealand and are working to expand this to the rest of the world. If you are based outside of these territories, please contact us

Returns 

Christmas returns policy: online orders received between 20th November and 25th December can be returned for exchange or refund until 8th January.

Returns procedure: 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 for a full refund or an exchange with another item of the same value (subject to stock availability), within 14 days of receipt of goods in three easy steps:

  1. Fill out the returns form (included with your order) and enclose it in your returns package. Please remember to mark clearly as to whether you’d like a return or an exchange.
  2. For customers residing outside of the UK, please kindly mark the package clearly as “RETURNED GOODS” on the exterior of the package to avoid custom charges.
  3. Package your parcel securely and send the parcel, using tracked postage, to the following address:

    Colhay’s Returns, Colhay's Ltd, Unit BK303, Brickfields Workspace, 37 Cremer Street, London E2 8HD, United Kingdom

    Important notice: if you are returning a parcel from outside the UK, please ensure that you include the DHL waybill number of the original shipment from us to you, on the customs paperwork that you fill out. This is to avoid delays or charges at UK customs when the parcel is being returned to us. Please select "Returned Goods" when completing the customs invoice.

We strongly recommend using a tracked service, and keeping your proof of postage, as we are unable to take responsibility for items that are damaged or lost in transit.

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 and tags attached, with the garment box / bag). We will contact you when we have accepted your return.

Refund

If you choose to receive a full refund, we will refund you the price you paid for the products (excluding delivery 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.

Exchanges

Should you wish to exchange the item for another item of the same value (subject to stock availability), simply send the products back to us as above, with the product you wish to exchange the returned item for clearly marked on the returns form.

The delivery cost will be the same as a normal delivery.

If your return is accepted, and your desired item is in stock, we will contact you to let you know that the exchanged item is en route to you, and to let you know of any delivery fees charged to you (if any).

If you have any questions with regards to returns and exchanges, or have lost the returns form, please don’t hesitate to contact us.