FAQ

Orders

I haven’t received my order, when can I expect it?

Orders are sent as quickly as possible once we’ve confirmed payment. This is usually within 7 days. We will inform you as soon as we know if there are any problems or discrepancies. Allowances should be made for weekends and public holidays. After dispatch UK deliveries usually take about 2 days, and worldwide can take up to 28 days.  These delivery estimates are from when your order was dispatched, not from the date you placed your order.  

If your order is undelivered within the estimated delivery time, please do not contact us. We are extremely busy packing your orders. There is less time to do so if we are answering the same questions unnecessarily. If it has been more than 28days since you ordered and you have not received your order, please e mail us at shop@collectif.co.uk

If I need to sign for my parcel what happens if I’m not in when the item is delivered (UK)?
In the UK the delivery person will leave you a card letting you know that a delivery has been attempted. The card will have detailed instructions informing you of how to obtain your parcel. If you do not make arrangements to receive your items after the second delivery attempt your parcel will automatically be returned to us and you will need to pay the postage again.

Can I change my order?
If we haven’t yet shipped the order then it may be possible to amend the size or colour only. If you require a different item you will need to place a different order. If the wrong item has already been paid for, please email us to cancel your order and we will issue you with a credit note. Unfortunately, if your order has been shipped it won’t be possible to amend it.

Returns

I have received my order and the item is faulty / incorrect – what do I do?
Mistakes can sometimes happen. If the item you received is faulty or not what your ordered then please email shop@collectif.co.uk with "RETURN" along with your order number in the subject box and a description of the problem. We will contact you with details on how to proceed with the return.

IMPORTANT NOTE: We will not accept returns if an item has been worn or has been sent back damaged.

I have received my order but it doesn’t fit – what do I do?

We are happy to exchange items for you. Before you post anything back to us please email shop@collectif.co.uk with "EXCHANGE" along with your order number in the subject box and a description of what you would like instead. This needs to be done within 7 days or we cannot accept your return. Then, please post them back to us with a copy of your invoice and a note also stating what you’d like it exchanged for. If the size you need is out of stock we are happy to issue a credit note. 

I have received my order but I have decided I don’t want it after all – what do I do?

We are happy to refund unwanted items for you, as long they are in the exact condition they were sent out in. If it has been worn, marked or made to smell we will not be able to accept the items back. You MUST also notify us within 7 days of receiving the item or we will not be able to process your return. Before you post anything back to us please email shop@collectif.co.uk with "REFUND" along with your order number in the subject box.

How do I know you received my returned item?
Returns are processed within 7 working days of receipt. When your return has been processed you will be informed by email.

How do I use my credit note?
If you opt for a credit note it will have a unique code. When you check out, just enter the code in the gift certificate box and it will deduct the value of your credit note from the value of the goods in your basket.

Stock Availability

One of the items I’d like is out of stock. Will you be getting anymore?

If an item is listed but is not available in your size, please email us at shop@collectif.co.uk and we'll see if we can find it for you, or give you an estimate of when we will be expecting more in stock.

Is there a shop I can visit?

Yes! We have 2 shops in London. 1 in Camden and 1 in Covent Garden. For full details, including phone numbers please see our Store Locator. We are also stocked in the best alternative shops worldwide!

General Questions 

I have a question regarding press enquiries, who do I contact?

Please contact marketing@collectif.co.uk with questions or to receive a press kit.    

Is there a way to keep up to date with the latest Colectif news?

Yes – there are lots of ways to stay up to date! Have you signed up to our newsletters? It is a great way to stay in the loop. And of course we social network! Visit us on Myspaceand Facebookto receive info on collections, new product additions, exclusive special offers and eBay auctions!

Are you looking for new models?

If you think you'd be a fabulous Collectif gal send us some pics & details, we’ll keep them on record and be in touch if we need you. Send them to info@collectif.co.uk marked “COLLECTIF GAL” - You never know...

I bought something on eBay, can you give me some information about the item I’m bidding on/ won?

All Collectif auctions are separate to this website. If you have any questions regarding this please contact the seller through eBay. The website is completely separate and does not have any information regarding eBay products and sellers. You can however visit the official Collectifebay here http://stores.ebay.co.uk/collectif-clothing