Return Policy

We want you to be delighted with your purchase. Colville Design accepts returns on a vast majority of our products (in new, uninstalled condition and original packaging) within 14 days of receipt.

Please note that bespoke products, special orders that have been assembled, made-to-order and personalised items can only be returned or exchanged if faulty.

If you are unsure about your right to return please contact our Customer Service Team using our Online Form

Change Your Mind Guarantee

We understand that sometimes a light doesn't quite look how you imagined it would in your home.

Don't worry!

If you wish to return anything under our Change Your Mind Guarantee, you have up to 14 days after your delivery has been received to get in touch and receive a full refund.

Please contact our Customer Services Team for a Return Authorisation Number using our Online Returns and Refunds form
To make sure we refund you correctly, you can only return your items once you have received an authorised Returns Number.

You will be refunded the full order amount after the item has been received and inspected. Refunds are credited to the same card or account that was used for payment at purchase.

Please note that bespoke products, special orders that have been assembled, made-to-order and personalised items can only be returned or exchanged if faulty.

It's really important that we received your returns in saleable condition. Please ensure the original branded packaging is unmarked and well protected when returned and the accessories and instructions are complete and intact - otherwise this could affect your refund.

Colville Design is not responsible for returned goods being lost or damaged in transit. We highly recommend using registered post, retaining the proof of postage and that returned products are sufficiently insured.

Missing, Damaged or Faulty Goods

Every effort has been made to ensure your goods have been received in good order. Unfortunately, fragile items are sometimes damaged in shipping, we ask that you inspect carefully all items individually.

If you wish to report damaged or missing goods please contact our Customer Services Team using our Online Form within 3 days of receiving your order.

If you wish to report faulty goods please contact our Customer Services Team using our Online Form within 30 days of receiving your order.

Please note that we may require images of the damage and images of the damaged packaging to facilitate a claim with couriers. Please do not dispose of any damaged order or its packaging unless prior arrangement with us.

You will have to pay for the return transportation of the product, but we will reimburse you for this cost. In some cases, we can make arrangements for a courier to collect the item directly from you.

Once we have received and inspected the original damaged items we will despatch your replacement goods as soon as possible.

PayPal Returns

If you chose to pay for your order online using PayPal, your return will be processed 2 working days later if you choose to return it to one of our stores.

Cancellation Policy

Once we receive your order we get to work on it right away, therefore it may not be possible to cancel an order that is in process. To request a cancellation please contact our Customer Services Team using our Online Form and we will attempt to stop or modify the order. Once an item has been shipped, cancellation is not possible.
Cancellation requests may take several days to process and you will be sent an email upon confirmation. If an order ships prior to confirmation, you may have the option of returning the item once it is received. A refund will be issued following the standard return process.

Complaints

We give Customers our utmost attention. If we do not maintain the high standards that were established, we would like our customers to communicate this to us. Please contact our Customer Services Team using our Online Form