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Frequently Asked Questions

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

Local Delivery Services 

Northern Ireland & Republic of Ireland

Fastway Courier's is our chosen service provider for this region.

We are currently offering our customers FREE Delivery on all orders over £42.00 to Northern & Southern Ireland. We charge £5.95 postage for order purchases less than £42.00. Delivery to these regions are carried out within 24-48 hours from order confirmation however this is dependant on your location.

If an order has been received and confirmed on a Friday before Noon it will be dispatched on that day. All orders received and confirmed after Noon of a Friday through to Sunday will be dispatched on the Monday.

We also offer guaranteed Next-Day Delivery for customers in Northern & Southern Ireland. We charge £9.95 for the service which can be selected on orders placed before Noon Monday to Thursday.

We may use Royal Mail & An Post from time to time depending on the orders contents and delivery location. Please note that no orders are dispatched or delivered at the weekends or on public holidays.


Mainland UK Delivery Services 

England, Scotland & Wales

DHL Express is our chosen service provider for this region.

We are currently offering our customers FREE Delivery on all orders over £42.00 to Mainland UKWe charge £5.95 postage for order purchases less than £42.00. Delivery to these regions are carried out within 24-48 hours from order confirmation however this is dependant on your location. (Please note this excludes The Channel Islands).

If an order has been received and confirmed on a Friday before Noon it will be dispatched on that day. All orders received and confirmed after Noon of a Friday through to Sunday will be dispatched on the Monday.

We also offer guaranteed Next-Day Delivery for customers in Great Britain. We charge £9.95 for the service which can be selected on orders placed before Noon Monday to Thursday.


Worldwide Delivery Services 

DHL Worldwide Express is our chosen service provider for our global deliveries.

Almost all global destinations are reached within a 1-2 day transit time (Australia 3 days).

European Countries - Zone 1

European Countries Zone 1 comprises the of the following countries; The UK Channel Islands, Austria, Belgium, Denmark, Finland, France, Germany, Italy, Luxembourg, Monaco, Netherlands, Portugal, San Marino, Spain and Vatican City. The cost of shipping to European Zone One is £19.95.

European Countries - Zone 2

European Countries Zone 2 comprises the of the following countries; Albania, Andorra, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Faroe Islands, Gibraltar, Greece, Hungary, Iceland, Latvia, Liechtenstein, Lithuania, Macedonia, Malta, Montenegro, Norway, Poland, Romania, Serbia, Slovakia, Slovenia, Switzerland and Turkey. The cost of shipping to European Zone Two is £22.95.

European Countries - Zone 3

European Countries Zone 3 comprises the of the following countries; Armenia, Azerbaijan, Belarus, Georgia, Kazakhstan, Moldova and Ukraine. The cost of shipping to European Zone Three is £29.95.

Rest of the World

The cost of shipping to North America, Canada and Mexico is £25.95.

The cost of shipping to Australia, New Zealand and South Africa is £29.95.

The Middle Eastern Region comprises of the following countries; Bahrain, Egypt, Iran, Iraq, Israel, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, Syria, United Arab Emirates and Yemen. The cost of shipping to The Middle East is £34.95. 

The cost of shipping to any global destination not detailed above is £39.95.

Please note that unfortunately we currently do not ship within The Russian Federation.

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You will receive a tracking email with your shipping number and link to the DHL tracking website, with options to sign up to e-mail or text notifications on your order's process.

On Demand Delivery (ODD)

Express customers are provided with an estimated date of delivery within one hour of your order being collected by DHL, and you can choose how you wish to receive your delivery, with options including; reschedule delivery, leave in a agreed location / alternative address or deliver to a DHL Service Point (45,000 locations worldwide).


Please note we may use Royal Mail or An Post Postal Services from time to time depending on the orders contents; delivery with these postal services depend on shipping destination however it is usually within 5-14 working days.

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.

The above shipping costs are calculated on parcel weights of 3kg and under, if an order is placed for an item over 3kg we may contact you to arrange payment of further shipping costs.

Should you have any queries regarding our shipping options please contact us via email and we will happily answer any questions you may have.


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).

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 14 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 14 days of receipt of the refund.

Non-returnable Items

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

  • Made to order / Bespoke items
  • Cilento Designer Wear Gift Cards
  • Toiletries / Body Care products that have been unsealed and opened
  • Fragrance products that have been unsealed and opened
  • Any Pierced Earrings
  • Underwear / Socks which has been worn
  • Shapewear / Tights which has been worn

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 14 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 / Bespoke 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.