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FAQs

ORDER INFORMATION

As soon as you purchase from our online store you will receive a confirmation email informing you that we have received your order, and another to let you know it has been dispatched. Then we will:

  • Put your order together
  • Ensure your order is correct and in perfect condition by our quality control team
  • Pack and dispatch your order complete with an order / returns summary

We are sorry that in most circumstances it is not possible to make changes to your order once you have placed it. If you wish to add products to your order then please place a new order for these items.

If you wish to cancel your order completely please contact our Customer Service Team via email. Please quote your order number and order date. If your order has already been dispatched or delivered then you will need to follow our returns procedure in the event of any unwanted products.

There are some products which we cannot cancel, refund or exchange, including earrings and made-to-measure items. Please refer to our returns policy for more details.

Unfortunately we are unable to combine different orders placed at different times into the same parcel; even when the orders have been placed on the same day.

You can make payment using your Paypal account or using the following cards;

Visa, Visa Electron, MasterCard, Switch, Maestro.

Your name and billing address details must match the card-holder address details held by your card issuer. In order to maintain a secure payment and prevent fraud, all card holders are subject to validation and authorization by both us and the card issuer.

If, for any reason, there is a problem with collecting payment from your credit / debit card after we have confirmed receipt of your order, we will not be obliged to dispatch your order.

We may in some instances accept a purchase order in lieu of an online purchase in order for you to obtain goods. To confirm your eligibility for the use of purchase orders please contact our Customer Services Team via email. Please note that the acceptance of a purchase order is at our discretion.

Payment will be taken immediately after placing your order, once your card has been authorized. Order acceptance will then take place on the dispatch of the products ordered and receipt of a dispatch email, unless we have notified you that we did not accept your order, or that you have cancelled your order. Non-acceptance of an order may include, but not limited to, one of the following;

  • The product you ordered being unavailable from stock.
  • Our inability to obtain authorisation for your payment.
  • The identification of a pricing or product description error.
  • An unspecified technical error.

DELIVERY INFORMATION

Standard Delivery

We are currently offering FREE Delivery on all orders over £42 to Northern Ireland, Ireland and Mainland UK. We charge £4.99 postage for purchases less than £42.

Europe Zone 1 - UK Channel Islands, Belgium, Denmark, France, Germany, Luxembourg, Netherlands, Greece, Italy, Portugal, Spain, Monaco - £24.95

Europe Zone 2 - Albania, Andorra, Armenia, Austria, Belarus, Bosnia & Herzegovina, Bulgaria, Cape Verde, Croatia (Hrvatska), Cyprus, Czech Republic, Estonia, Faroe Islands, Finland, Georgia,Gibraltar, Greenland, Hungary, Iceland, Latvia, Liechtenstein, Lithuania, Macedonia, Malta, Moldova, Norway, Poland, Romania, Russian, Federation, S Georgia& S Sand Is, San Marino, Slovak Republic, Slovenia, Sweden, Switzerland, Turkey, Ukraine, USSR (former), Vatican City State - £34.95

We can deliver to any where in the world, so if your country is not listed please contact us via email and we will happily give you quote.

Express "Next Day" Delivery

Our Express / Next Day Delivery is available to Northern Ireland, Ireland and Mainland UK ONLY - £8.95. Order by noon Monday to Friday and we can guarantee you will have your order within 2 working days (*Excluding public holidays).

Order by noon Monday to Friday and we can guarantee you will have your order within 2 working days (*Excluding public holidays).

In-Store Collection

We also offer a complimentary In-Store Collection Service, when placing your order online simply select the option to 'Collect In-Store' and we will have your order ready for collection from our store in Strabane. Your order will be ready for collection 24 hours after you receive your order confirmation email.

When coming to collect your order please bring the following documents;

  • A copy of your order confirmation email. Please note we are happy to view confirmation emails on smart phones or tablets if not in printed format.
  • The card used to purchase the order, or a photographic ID (a driving license or passport).

We use a combination of a reliable courier service and Royal Mail; however we shall be under no liability for any delay or failure to deliver parcels within the stated time scale. Please note that a signature may be required on the receipt of some orders.

Standard Delivery

Northern Ireland, Ireland and Mainland UK - 2-5 working days

Europe Zone 1 - 3 - 7 days working days

Europe Zone 2 - 8 - 12 days working days

Express "Next Day" Delivery

Northern Ireland, Ireland and Mainland UK ONLY. Guaranteed within 2 working days if you order by noon Monday to Friday (*Excluding public holidays).

For larger items, the delivery time is longer due to the logistics of shipping and availability of such items -generally 10-15 working days. Public holidays may mean this time is increased slightly. Delivery will take place Monday to Friday.

If you would like to have items sent to separate addresses, for example when sending gifts, please complete a separate order for each address. A separate delivery charge will be made for each address.

Where possible we will deliver all products from an order at the same time; however sometimes we will split the delivery of your order.This may be due to the following reasons;

  • The availability of products at the time the order is placed
  • Items purchased may be stored in a different warehouse.


RETURNS POLICY

 

At Cilento we want you to be happy with your purchase, and all our products are checked by our quality control team to ensure your order reaches you in perfect condition. However, if you do wish to return a product, following the instructions below, we will exchange or refund it to the credit or debit card of the person who originally placed and paid for the order. Please see below for products excluded from this policy.

Terms & Conditions

  • If you are unhappy with your purchase please arrange for a replacement or refund (except for non-returnable items) within 10 days of receipt of your order.
  • You are entitled to cancel your order and we will refund the cost of the order. If the goods have been dispatched you must return the goods to us upon receipt.
  • It is important that any unwanted item, unless faulty, is returned in a re-saleable condition. We would expect this to mean that you have kept all original packaging with all labels still attached, and that it is undamaged and unused. If the goods do not adhere to these guidelines then Cilento reserve the right to refuse refund or exchange. Your statutory rights are not affected.
  • Please include the returns slip in the parcel with your return, without it we will be unable to process your refund.
  • Your refund will be processed within 5-7 days from the date the returned goods are received.
  • Items must be returned to us at your own cost, and the parcel and its contents are your responsibility until they are received back at Cilento - therefore we recommend you use a registered postal service and retain proof of postage. Cilento is not responsible for returned goods being lost or damaged in transit. Please ensure the product is packaged in good quality packaging to avoid damage during transit back to our store.
  • Please note that we will accept the return of your item(s) in store however no monetary refunds can be processed at this time as our online department is independent of our retail store. Your refund will be carried out by our returns department within 10 days of receipt of the refund.

Non-returnable Items

The following items cannot be returned for a refund/exchange, unless faulty:

  • Made to order / Special order items
  • Wedding Hats & Fascinators
  • Gift Vouchers
  • Toiletries / Body Care
  • Fragrances
  • Earrings
  • Underwear / Socks
  • Shapewear / Tights

Other items may be added this list from time-to-time. This does not affect your statutory rights in respect of faulty or damaged goods.

3 For 2 Offer - Any item included in the 3 for 2 offer that is returned must be returned with the other selected items. If a single item is returned then customers will be re-charged full price for the two remaining items purchased.

THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED GOODS OR YOUR RIGHT TO CANCEL ORDERS UNDER THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS, FURTHER DETAILS OF WHICH ARE AVAILABLE FROM THE CITIZENS ADVICE BUREAU.

If you wish to return an item please follow the steps below; please note that returns should be received back by us within 10 days from receipt of goods:

  1. Please complete the returns section of your order summary, indicating the item you are returning and your reason for return.
  2. Cut the Cilento address, as indicated, from your order summary.
  3. Enclose the order summary with the product, and package up securely; please use original packaging if possible, but remove original labels. Please note that if you fail to include this information with your parcel we will not be able to process your return.
  4. Attach our address, and return your parcel, at your own cost, via The Post Office remembering that we require the product back to us within 10 days of receipt of goods.
  5. Remember to obtain a certificate of posting from The Post Office. This is your proof if your parcel goes astray. We also recommend you also use recorded delivery or similar, thereby obtaining a unique tracking ID.

Once we have received your return package, please allow 5 - 7 working days for us to process the refund were we will exchange or refund it to the credit or debit card of the person who originally placed and paid for the order. The approximate time for refund on your card is 10 - 14 days, depending on your bank.

Please note that we will accept the return of your item(s) in store however no monetary refunds can be processed at this time as our online department is independent of our retail store. Your refund will be carried out by our returns department within 10 days of receipt of the refund.

In the unlikely event your item arrives faulty or damaged please contact us via email within 24 hours and we will organize a replacement where possible.

Non-returnable Items

The following items cannot be returned for a refund/exchange, unless faulty:

  • Made to order / Special order items
  • Wedding Hats & Fascinators
  • Gift Vouchers
  • Toiletries / Body Care
  • Fragrances
  • Earrings
  • Underwear / Socks
  • Shapewear / Tights

Other items may be added this list from time-to-time. This does not affect your statutory rights in respect of faulty or damaged goods.

All returns should be returned to;

Cilento
The Pavilion Retail Park
Strabane
Co. Tyrone
Northern Ireland
BT82 8EQ



Size Guides

Please refer to the below SIZE GUIDE tables.

sizeguide_man

Shirts Size Guide

mens_Collarchart

 

Suits, Jackets and Blazers Size Guide

mens_Chestsize

 

Jeans and Trousers Size Guide

mens_Waistchart

 

Jeans and Trousers inside leg Size Guide

mens_Lengthchart

 

Footwear Size Guide

mens_footwearchart

*Please note this is an estimate and that each brand sizes could be slightly different.

Please refer to the below SIZE GUIDE tables.

UK to EU Size Guide

website_womenssizechart_table1

Jeans and Trousers Size Guide

website_womenssizechart_table2

 

Jeans and Trousers inside leg Size Guide

mens_Lengthchart

 

Footwear Size Guide

website_shoesizechart_table_womens

*Please note this is an estimate and that each brand sizes could be slightly different.

Please refer to the below SIZE GUIDE tables.

Age to Centimeters Size Guide

website_kidsssizechart_table

Footwear Size Guide

 

*Please note this is an estimate and that each brand sizes could be slightly different.