Refund and Returns Policy

At Cole Buxton, we stand behind every piece we make. If for any reason you are not completely satisfied with your order, we want to make the returns process as straightforward as possible. Please read the policy below carefully before starting your return.

Returns Window

You have 4 days from the date you receive your order to register a return. All items must be returned in their original packaging with all tags intact and attached. Items that have been worn, washed, or are not in a resellable condition will not be accepted.

How to Start Your Return

Starting your return is simple. All you need is the email address used to place your order and your order number.

  1. Visit colebuxton.nl
  2. Enter your email address and order number
  3. Follow the steps and select whether you would like a return or exchange
  4. Complete the returns process and pay for the return shipping
  5. You will be emailed a DPD shipping label, print it and attach it securely to the outside of your box, covering the original shipping label
  6. Place your items back in the original order box and seal it securely
  7. Drop your parcel off at your nearest DPD drop-off point

You will receive email updates throughout the entire process, from the moment you drop off your parcel to the moment it arrives at our warehouse.

International Returns (Netherlands & Rest of Europe)

For customers ordering through colebuxton.nl, all returns are processed as international returns and will incur a return shipping charge. This charge will be presented during the returns process after your return has been approved.

Cole Buxton works directly with DHL to ensure your return is tracked, insured, and handled without customs complications. Using DHL means your parcel will not be held up or subject to outstanding customs fees upon arrival at our warehouse.

International Returns Process:

  1. Visit colebuxton.com/pages/returns
  2. Enter your email address and order number
  3. Select whether you would like store credit or a refund
  4. Complete the process and pay for the return — you will be emailed a DHL shipping label
  5. Print the label and attach it securely to the outside of your box
  6. Write your original AWB (air waybill number) clearly on the outside of the package — this is the DHL tracking number from your original order and can be found in your tracking emails
  7. Drop your parcel at a DHL service point or arrange a collection at returns.dhl.co.uk/ereturns

If your collection driver asks for a commercial invoice, simply let them know it is a paperless trade return — all necessary documentation will be available once the parcel is scanned.

Processing Times

Once your return has been received at our warehouse, please allow up to 14 working days for it to be processed. Processing times may be longer during holiday periods. You will receive a final confirmation email once your refund, store credit, or exchange has been completed.

Please note: any unregistered items included in your return will not be processed.

Store Credit

Store credit is the fastest way to get back shopping. Once your return is received and approved at the warehouse, your store credit code will be issued instantly via email. Store credit can only be used on the Cole Buxton website and is a great option if you want to order a replacement piece without waiting for a refund to clear.

Exchanges

At this time, Cole Buxton offers direct size exchanges for the same product only. If you would like a completely different product, please return your original item first and place a new order. Depending on the option selected during the returns process, store credit will be issued immediately upon approval, or a refund will be returned to your original payment method.

Refunds

All successfully returned items will be refunded to the original payment method used at checkout. Please note that original shipping charges are non-refundable. Refunds can take up to 10 working days to appear on your account, depending on your payment provider’s processing times. If you need a faster resolution, store credit is recommended.

Product Condition Requirements

To be accepted for return, all items must meet the following conditions:

  • Unworn and unwashed
  • All original tags intact and attached
  • Free from strong scents, perfumes, or aftershaves
  • Returned in original packaging
  • In a fully resellable condition

Cole Buxton reserves the right to assess the condition of returned items and decline any return that does not meet these standards.

Non-Returnable Items

The following items are not eligible for return or exchange under any circumstances:

  • Bespoke or hand-finished garments — all sales on these items are final
  • Socks and undergarments — due to hygiene reasons, these cannot be returned