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 use a pre-paid return label included with your order.
You can then post your return either at your nearest DHL drop-off point or you can also book in a return collection by visiting DHL website on https://mydhl.express.dhl/ and indicating your Waybill number on the label. Please retain a copy of the proof of return postage.
Returns that do not meet our policy will not be accepted.
For order completed BEFORE JUNE 28TH
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.
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 2-3 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.
Size Guide
Colville uses Italian Sizes. Please see the size chart available on each product page to assist you with selecting the correct size for your order. If you require any further assistance please contact us at customercare@colvilleofficial.com.
In what packaging will my goods be delivered?
You will receive your orders with a Colville's 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: miranda.capelli@colvilleofficial.com
Wholesale accounts: liliia@colvilleofficial.com
Others: info@colvilleofficial.com