Frequently Asked Questions
At ColibriArt
Here you will find answers to some frequently asked questions, that you might find useful:
What are the requirements for a returned order to be accepted/approved?
ColibriArt:
– The return must be requested in less than 30 days after your delivery date. This is in accordance with your consumer rights;
– The item(s)/product(s) must be in the conditions described in our Returns Policy section;
– ColibriArt reserves the right to accept or decline a returned order.
How can I request and obtain the approval for my order return form?
ColibriArt:
– Please fill in the Order Return Form (see Returns Policy) and send it to us at contact@ColibriArt.co.uk.
– Your Jewellery Store team will contact you by email or telephone and will assist you to finalize the return;
– Full details can be found in our Returns Policy section on our website.
Can I return only some items from my order?
ColibriArt:
– Of course you can! All you have to do is add the name/details for the item(s) you wish to return on the return order form;
– Full details can be found in our Returns Policy section on our website.
What is the next step, after requesting to return an order?
ColibriArt:
– In maximum 24 hours (during working days), after analyzing your Order Return Form, you will receive an email with a resolution for your request;
– After receiving the email with your request’s approval you may send us by courier service the item(s) you wish to return;
– Inside the parcel please place a note with the following information: Order date, your name, your delivery address, and the reason for your return (exchange or refund);
– Full details can be found in our Returns Policy section on our website.
How do I return the item(s)/product(s)?
ColibriArt:
– The parcel can be sent by courier, mentioning “Fragile”, the customer will cover the shipping cost;
– Full details can be found in our Returns Policy section on our website.
What happens with the returned parcel after it has been delivered/received?
ColibriArt:
– In maximum 24 hours (during working days) after we receive your parcel you will receive an email letting you know if the returned items meet the return requirements (we are only checking the items for wear signs, any damage, if the original labels and packaging are fine- if you do not have the packaging and labels, we will have to charge a fee of 2£ to bring the product back to the state in which it can be sold – not to have undergone any changes that would impede their sale, and of course, the parcel must contain all the products from your request form.
– In case the returned product is no longer in the state in which it was delivered, ColibriArt reserves the right to charge a fee necessary to get the product in the same mint condition;
– After your return has been approved/accepted, if you have not already expressed your option (exchange product or refund), we will contact you to request it: you can decide to choose other products in exchange, get a refund or receive a voucher to choose other products later.
What happens if I would like to exchange my item with an item that has a higher/lower price?
ColibriArt:
– You can opt for a partial refund, meaning you can choose an item that has a lower price and get the difference as a refund or a Voucher to use for future purchases.
– If you prefer an item that has a higher price, you can pay the difference online.
When will I get my money back for a returned order?
ColibriArt:
– Your order (minus the shipping cost, or any other incurred cost, or possible promotion if the order doesn’t qualify) will be refunded in 3-5 working days (depending on your bank) after your return has been approved.
Will I receive an invoice for the returned item(s)/product(s)?
ColibriArt:
– Of course you will!
– In case you have opted to receive other items in exchange, when you receive the parcel it will also contain the invoice;
– If you prefer to be refunded or choose a voucher, the invoice will be sent by email.
Can I make any suggestions or post my opinion on how the return process went?
ColibriArt:
– Your opinion is very important to us and we appreciate any suggestions, questions or impressions regarding our service.
– You can send us an email at contact@ColibriArt.co.uk.