Refunds and returns
If you are not happy with your order, you can exercise your right to withdraw within 14 days from the date you receive your order (the days will start being calculated from the proven date of delivery).
The returned products cannot be used, worn or damaged, must have their ID tags attached and must be returned in their original packaging with any related accessories and instruction manuals. Goods returned in conditions other than those described above will not be refunded.
The products must be returned in a single package and, if possible, inside the original packaging that they were delivered in.
You can request a return within 14 days of receiving your order using those methods:
If you received your order with DPD, please follow this procedure:
1) Fill in the online return form and hand over the package to the forwarding agent. The package will have to reach the warehouse within 14 working days of the order delivery date.
2) Put the products (with all tags attached) inside the original box, or a similarly robust one, close the box with the stickers you found inside the box or with some tape.
We recommend that you keep the return tracking so that you can monitor the shipment.
Colmar pays the return costs.
Digital Boîte is not liable for any thefts or losses when our courier is not used.If you received your order with DHL, please follow this procedure:
1)Fill in the online return form and book collection with the courier. The request need to be done within 14 working days from the date of delivery of the order.
2) Put all products with tags attached inside the original box (or an equally sturdy one) and apply the return label you find in the package to cover the old one.
3) Book the collection:
Go to www.dhl.it and enter the number preceded by the word WAYBILL on the return label inside the package. You will then need to enter the required information. Or contact the courier on 199 199 345 and select option 2. You will be connected to an operator who will help you. You will be asked for the Colmar customer number, which is 966722950. Alternatively, take the parcel to a DHL point. You can find the complete list by clicking here. To change size, simply book parcel collection with the courier, choosing one of the methods listed above in point 3.
- By contacting our Customer Care, providing your order information – order number and the email address used for the order – and the reason for your return.
Depending on your reason for the return, our Customer Care is at your disposal to clarify any doubts about the process to follow.
If you wish to exchange an item, within 14 days of receiving your order, you can request using the following form:
- By entering your order information – order number and the email address used for the order – on this page. If you need any support, you can contact our Customer Care service, which will guide you through the process.
Exchanges can be made for size reasons only, so an item can only be exchanged for the same model in a different size, where available.
Once we have received the product for exchange in our warehouse, we will send you the new size with a new order.
We will send you an e-mail with the new tracking number once the new size has been dispatched.
Products returned for exchange must not have been used, worn or damaged, and must be returned with the ID label still attached.
Any goods returned in conditions that do not comply with the above will not be replaced or refunded.
Once an exchange has been made for a different size, it will not be possible to request a further exchange. The new size may be returned and a refund requested.
Once we have received your return, the condition of the returned products will be assessed and any refund will be processed within 14 business days from the date the goods were received.
Colmar will refund the total price of the purchased products and you will be notified by email when the refund has been completed.
In the instance that the sum refunded is incorrect, we ask that you contact Customer Care, who will check the refunded amount and see to crediting difference.
In the instance that the aforementioned conditions have not been respected or damage is found to the returned products or their function is impaired, Colmar reserves the right to refuse the return. In this case, you can decide to receive the purchased products again, however shipping costs are borne by the customer. Afterwards it will no longer be possible to refuse the sent shipment.
You cannot exchange or return a product purchased on https://www.colmar.com/ in store. You can return goods purchased on https://www.colmar.com/ online only, entering the information on this page or by contacting our Customer Care