Returns & Refunds

We hope you love your Colstal merch. If something isn’t right, contact us at crystal.colehouse@gmail.com.

We currently sell and deliver within the UK only.

14-day returns

You have 14 days after receiving your order to tell us you want to return it. You then have a further 14 days to send it back.

You can try items on as you would in a shop, but please avoid wearing, washing or damaging them. Return tags and original packaging where possible. We may make a deduction for any loss in value caused by handling beyond what is necessary to check the item.

These return rights also apply to sale items.

How to return an item

Email crystal.colehouse@gmail.com with your order number and the items you wish to return. We’ll provide return instructions.

Please arrange and pay for your return postage. We recommend using a tracked service and keeping proof of postage.

Send your parcel to:

Colstal Returns — c/o Kecks
Unit 4L
Loughborough Motorway Trading Estate
Gelders Hall Road
Shepshed, Loughborough
LE12 9NH
United Kingdom

Include your name, order number and a note stating Colstal inside the parcel so we can identify your return.

Return costs

Customers pay return postage when returning an unwanted item or choosing a different size.

If your item is faulty, damaged or incorrect, we will cover reasonable return postage costs. Please contact us first so we can arrange this.

Exchanges and sizing

We do not offer direct size or colour exchanges. If you need a different item, return your original purchase for a refund and place a new order.

New orders are subject to stock availability.

Faulty, damaged or incorrect items

If there is a problem with your order, email crystal.colehouse@gmail.com with your order number and details of the issue. Photos are helpful where available.

We’ll work with you to put it right. Your statutory rights concerning faulty or incorrectly described goods are not limited to the 14-day change-of-mind period.

Refunds

Refunds are made to your original payment method. For change-of-mind cancellations, we will refund you within 14 days of receiving your returned goods or evidence that you have sent them back, whichever is earlier.

We’ll email you when your refund has been issued. Your bank or payment provider may take additional time to display it.

Original delivery charges

Standard delivery is free. If you paid extra for next-day delivery, that additional charge is not refundable when you return an order simply because you changed your mind.

This does not affect your rights where goods are faulty, incorrect or a delivery service has not been provided as agreed.

Contact us

For any return or refund questions, email crystal.colehouse@gmail.com.

Nothing in this policy affects your statutory rights.