Refund policy
This page describes our Return and Refund Policy.
We want you to feel confident when shopping at Cole & Harrison. If something does not work out, our returns and refunds process is designed to be clear and straightforward.
30 Day Return Period
You can request a return within 30 days from the date you receive your order.
To be eligible for a return:
- Items must be unworn, unused, and in their original condition
- Original tags, labels, and packaging must be included
- Any accessories that came with the item must also be returned
- The item must not show signs of wear, washing, damage, stains, perfume, or alteration
Our customer support team can guide you through the process if you need help.
Return Costs
Defective / wrong / damaged items
If your item is faulty, damaged on arrival, or not what you ordered:
- We will cover the return shipping costs
- We will arrange a replacement or refund, depending on availability and your preference
Please contact us as soon as possible with your order number and clear photos of the issue so we can review it quickly.
- Currency that applies to this policy is GBP.
- We do not charge any restocking fee.
Change of mind / doesn’t fit / not your style
If you decide the item is not right for you, for example due to size, colour, style, or personal preference:
- You are responsible for the cost of sending the item back
- Original shipping fees, if any, are non-refundable
- The item must meet our return conditions before a refund can be approved
How to Return an Item
Contact us
Email us at info@coleandharrison.com with your order number and the reason for your return.
Please do not send items back before contacting us first. Returns must be approved by our customer support team.
Prepare your parcel
Repack the item securely in its original packaging, including all tags, labels, accessories, and documents.
Send it back
Follow the instructions you receive in your return authorisation email.
The return address may vary depending on your order and will be provided after your return request has been approved.
Some returns need to be sent to an international return facility. If the return is due to a defective, damaged, or wrong item, we will cover the return shipping costs.
We recommend using a tracked shipping service, as we cannot process a refund for items that are not received.
Refunds
Once we receive your return, we will inspect the item to make sure it meets our return conditions.
After approval, we will process your refund to the original payment method.
Refunds usually appear within 7 business days after approval, depending on your bank or payment provider.
If your return does not meet our return conditions, we may be unable to approve the refund. In that case, our customer support team will contact you.
Exchanges
If you would like to swap an item for a different size, colour, or product, please contact us first.
We will let you know whether the requested item is available and explain how to arrange the exchange.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible at info@coleandharrison.com.
We can only cancel an order if it has not yet been processed or dispatched. Once an order has been processed or shipped, it will need to be handled through our normal return process.
Non-Returnable Items
For hygiene and safety reasons, some products may not be eligible for return. This may include certain underwear, swimwear, earrings, hair accessories, beauty-related items, or other hygiene-sensitive products, depending on local regulations and hygiene rules.
Any non-returnable items will be clearly marked in the product description on our website.
Gift cards, final sale items, and personalised items are also non-returnable, unless they arrive damaged, faulty, or incorrect.
Questions & Extra Help
If you have any questions about returns, refunds, or exchanges, you can contact our customer service team directly.
Contact Information
Store name: Cole & Harrison
Email: info@coleandharrison.com
Cole & Harrison is operated by SLCollective Limited.
Business Name: SLCollective Limited
Business Registration Number: 78238500
Business address: Office 3906, 39th The Center
99 Queen’s Road Central, Central, Hong Kong
Customer service hours:
Monday to Saturday
9:00 AM – 5:00 PM (GMT+0)
We aim to respond to your email within 48 hours.