Returns and exchanges for plain or personalised clothing

Choose the right return route

The rules depend on whether you bought plain clothing for personal use, bought it for your business, or are reporting a fault. The business return fee and account-credit policy below apply only to voluntary business change-of-mind returns.

Plain garments bought online for personal use

For eligible online consumer purchases, the cancellation period ends 14 calendar days after delivery. For one order delivered in separate parts, the period normally runs from receipt of the last goods. You then have 14 days from telling us you are cancelling to send the goods back.

Send a clear cancellation notice to support@colourapparel.co.uk with your order reference. You do not need to give a reason or obtain discretionary approval. Ask the team for the correct return address; an old shipping label may show a supplier address.

We refund without undue delay, within 14 days of receiving the goods back or evidence that you sent them, whichever is earlier. The refund uses your original payment method unless you expressly agree otherwise. When cancelling the whole order, the refund includes the basic outbound delivery charge; any extra paid for an upgraded service need not be refunded.

You may inspect and try on clothing as you would in a shop. Handling beyond what is needed to assess it may lead to a lawful deduction for reduced value; there is no restocking fee for statutory consumer cancellation. Original packaging is helpful, but the stricter business-return conditions below do not override consumer rights.

You pay change-of-mind return postage where this cost was disclosed before purchase. If it was not disclosed as required, we cover it. Certain exceptions apply, including eligible hygiene-sealed goods once unsealed; contact us if unsure.

Plain garments bought for your business

Our voluntary business policy requires you to notify us and for the returned goods to reach us within 14 calendar days of delivery to you. Posting on day 14 is not enough; allow time for the parcel to arrive. There is no extra return period after notification.

• Garments must be unworn and unwashed.
• Original tags must remain attached.
• Include the original garment packaging.
• No decoration or alterations may have been added.

The customer pays return postage. Accepted returns receive account credit for future orders after a restocking deduction of 10% of the returned goods’ price actually paid, excluding VAT and delivery. The calculation uses the paid price after applicable discounts and only the goods being returned. This voluntary business return route does not offer a cash refund.

Correctly made personalised garments

Personalised goods made to your specification are generally excluded from the statutory change-of-mind cancellation right. If the garments were made correctly but you chose the wrong size, there is no standard goodwill offer: replacements are a new order. Check the exact size chart and consider a sample before ordering.

Faulty, damaged, incorrect or misdescribed goods

These are not change-of-mind returns. Personalisation does not remove your rights when goods are faulty or do not match the agreed description. Report the issue to Support; we will review the appropriate remedy. The business restocking fee, credit-only settlement and 14-day change-of-mind limit above do not limit statutory faulty-goods rights.

Include the order reference, a short description and photographs of affected items where applicable, plus packaging and the delivery label where available. Keep the items while the team reviews the issue. If we confirm an item is faulty or incorrect, we reimburse return postage agreed beforehand; contact us to arrange the return.

Before sending a parcel

Contact support@colourapparel.co.uk for the correct return instructions and address. Include your order reference inside the return and keep proof of posting. Asking for instructions does not extend the voluntary business return deadline or remove consumer cancellation rights.

Consumer cancellation and refund guidance — GOV.UK

Detailed distance-selling guidance — Trading Standards Business Companion