Delivery & returns
All our bags are bespoke and handmade, exclusive for each of our customers. Our factory is in Spain, which means it takes us around 3 working days to deliver your Colourfield to you. During busy periods we may take a little longer, but we promise we will always keep you updated and do our best to get your bag to you as fast as possible.
Quality is at the heart of everything we do. We want to make sure your delivery experience is smooth and your new bag is looked after, so we are proud to work with Royal Mail – a company we can trust for shipping your special package. In fact, we believe a high-quality service is so important that we pick up the delivery cost for you.
All our deliveries must be signed by you.
When will I receive my order?
We are proud to offer Free Worldwide Delivery within 3 working days* on all orders placed before 1pm (GMT) on weekdays (Monday to Friday only). Orders placed before 1pm (GMT) on Monday to Friday will be dispatched the same day. Orders placed after 1pm (GMT) on Monday to Friday, at the weekend, or on a UK bank holiday, will be processed and dispatched the next working day. Please note that working days are classified as Monday to Friday only. We do not deliver on Saturday or Sunday.
Examples: a) An order placed on a UK bank holiday on Monday, will be processed and dispatched on Tuesday b) An order placed on Saturday or Sunday, will be processed and dispatched on Monday (if it is not a UK bank holiday) c) An order placed on Friday after 1pm (GMT), will be processed and dispatched on Monday (if it is not a UK bank holiday) * We aim to deliver all orders within 3 working days but please, note that it also depends on the product availability. We will always send you an email if your order is not available for delivery within 3 working days.
Duty Payment and Customs
Some countries outside the EU may charge import duties and taxes on the products we send. These are set by the ‘Customs Authority’ of the destination country, and unfortunately are out of our control. We strongly advise that you check whether you will be liable to pay any import charges, before placing an order with us. You, (or the recipient if it is a gift), are responsible for paying any duties, taxes and fees. These charges will not be refunded by Colourfield.
Can I track my parcel?
Yes! Once your order has dispatched, we will email you with your DHL tracking number. You can use this number to track your package at Royal Mail.
What if I am not at home when they deliver?
All our products must be signed for upon delivery, so we recommend you to use an address where you know someone will be there to accept your item(s). However, if you are out your place, Royal Mail will leave a ‘While You Were Out’ card. This way, you can collect your parcel from their depot or rearrange delivery for a time that suits you. Colourfield does not accept liability for any packages that are lost because of the delivery instructions provided by the customer. For example, if you instruct Royal Mail to leave your parcel with a neighbour, or by your front door, we cannot accept responsibility if you subsequently fail to receive your parcel. Royal Mail will attempt to deliver your parcel and obtain a signature up to 3 times before returning your order to our warehouse.
I have not received my order, or there is a mistake/problem with my order – what should I do?
If you have not received your order, you can use the tracking number provided to check its progress at (web address). Please let us know if there is a problem by emailing firstname.lastname@example.org. If your order arrives and has been damaged in transit, or there are wrong item(s) sent, then please contact us immediately at email@example.com. See below for more information on damaged or faulty products and on cancelling or changing an existing order.
My item was damaged or faulty when it arrived
We hope this is never the case, but if your item is faulty or damaged when it arrives, please notify us as soon as possible and no later than two days after delivery. We will issue you with a full refund to the same card you used when made the purchase, or provide an exchange within 15 days of delivery back to us. Please note, the refund will only be processed, or a new item sent to you, once we receive the faulty item back. Although we are usually unable to cover delivery costs for returns, if we have made a mistake with your order just let us know and it is on us. Please, contact us at firstname.lastname@example.org with your order reference number and we will arrange free collection of your item. We just ask that you email us to let us know when it has been collected, so we can keep a look out for it and get it sorted for you as soon as possible.
Can I cancel or change an existing order if I change my mind?
It is our mission to get your order to you as quickly as possible, so if after placing it you realize that you have made a mistake, or if you change your mind, there is a very limited time-frame to amend or cancel your order. Processing your order can take between 12 and 24 hours, but we can not guarantee it will not be done sooner!
If we have not yet confirmed dispatch, or if you want to request the cancellation or amendment, please contact us at email@example.com as soon as possible. Please note that any amendments may affect your delivery time. If we have already dispatched your order, simply return it to us for a refund and place a new order as required. Unfortunately, we are unable to cover delivery costs for returns at this time. See below for more information.
Requesting a Refund or Exchange
We hope you love every item you order from us but if you change your mind or something is not quite right, you have 15 days from the date of purchase to let us know that you wish to return it. Get in touch with our Customer Service team at firstname.lastname@example.org and they will be happy to help you.
All items must be returned to us in perfect condition, together with the original packaging, box, fabric bag and tag (still attached to the product). We are unable to accept returns on items that are scratched, otherwise damaged, dirty, or that are not returned in their undamaged original packaging.
Unfortunately, we are unable to cover delivery costs for returns at this time, so you will be responsible for returning the item to us and all associated costs. We strongly advise that you use a tracked postal service (of your choice) and keep your proof of postage safe. Colourfield cannot accept responsibility for any items that fail to reach us. We understand that sometimes a purchase is not quite right and we want to make sure your item is perfect for you, so we offer you the option of a refund or exchange even though all our bags are made to order. Because they are bespoke, we are only able to accept one return or exchange per order, unless we made a mistake or it was damaged or faulty when it arrived.
Please note, we will process your refund when we receive the item(s) back and only if it is in perfect condition (unused and suitable for resale), as above.
How will I be refunded and how long will it take?
When you return an item to us, we will send you an email to let you know that we have received it. Then we will process a full refund by the same payment method you used to purchase the item, or if it is an exchange, any difference in price between the items. We will arrange this with our bank and send you any exchange items as quickly as possible, but please bear with us during busy periods.
If you originally paid by debit or credit card, we will refund the same card you used to pay for the order. This usually takes approximately 2 to 3 days, depending on your bank. And if you paid online using your PayPal account, we will issue you a refund through PayPal, which usually takes 1 to 2 days. Refund processing speed is out of our control, but your funds will normally show on your records within 72 hours. Unfortunately, some card issuers may take up to 10 days to reallocate them to you.
What is your return policy for gift cards?
If you purchase a gift card, you have the freedom to return or exchange it within the usual 15 days from the date of purchase. However, for security reasons, we can only process refunds to the original purchaser. Gift cards are valid for 1 year from the date of purchase, and if the recipient wish to return or exchange the product purchased with their gift card, they are able to do so within 15 days from the date of the product’s purchase. Please note that we can still only process a refund to the original purchaser of the gift card, however far through the gift card’s 1-year validity.
I have another query
If you have any more queries, please do not hesitate to get in touch with us at email@example.com. We will always do our best to respond to you as quickly as possible.
Please note, for all the above, your statutory rights are not affected.