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Home › BIRTHDAY17 PROMO FAQ

BIRTHDAY17 PROMO FAQ

Q: How do I get the promotion?

A: Please note that international customers do not need to apply a code to receive free shipping on their order of £75 or more. However, UK customers should use code 'BIRTHDAY17' to receive free shipping and £17 off their order of £75 or more.

Please make sure you log in to your Collectif account before entering our promotional code, as the code will only work if you are logged in. If you don’t already have an account, you can set one up here: 

https://www.collectif.co.uk/register

Once registered and logged in, shop away as usual and just enter the code in the promo box at checkout and press ‘apply’. Please double check that the code has been applied to your basket before completing your order, as we cannot apply it for you retrospectively. Please also note that the code will be case sensitive, so enter it exactly as you see it. The code is: BIRTHDAY17

Q: When does the promotion start and end?

A: The promotion is live right now and will run until midday GMT on Wednesday 31st May 2017. Please note that orders placed after this time will not be eligible for the discount. 

Q: What will be in the promotion?

A: This promotion is site wide – including our sale section! The only excluded items are those by Dandy Life.

However, please note that the What Katie Did and Miss L Fire concessions in our stores, are not part of this promotion and so will not be eligible for discount.

Q: I forgot to add the code to my order. Can you refund me the discount if I contact you?

A: We're very sorry, but we are unable to apply any codes retrospectively and/or refund any difference in price created by the code. Please ensure you have applied the code and that the discount has been applied to your basket before placing your order.

Q: I bought something previously but now it’s cheaper with the code, can you refund me the difference if I contact you?

A:  Unfortunately if the prices were correct at time of purchase, then we are unable to refund you for any price reductions made after this time.

Q: I’ve ordered the wrong size/colour/style! What can I do?

A: During the promotional period we will unfortunately be unable to amend orders after they have been placed. Please make sure that you check your order thoroughly before you complete it! However, you are very welcome to return the item(s) to us for a refund or credit note (see our full returns policy for more details). If you’re concerned about the item you like selling out, we would advise order your replacement ASAP and return the original order to us. We will not be able to ‘hold’ stock from our website.

Q: I’ve just found something else that I want to buy, but I’ve already placed my order! What can I do?

A: During the promotional period, we unfortunately cannot amend orders in any way once they have been placed - this includes adding items to your order and combining orders to save postage. Again, please be sure before you order! Alternatively, you can use this code as many times as you like, so you can always pop through another order to grab that extra item.

Q: How long will my order take to arrive?

A: During our busy promotional period we do of course have lots of extra hands working extra hard to get all your parcels dispatched ASAP. However, we do advise that our dispatch times will be longer than usual during our promotion and that you can expect your orders to be dispatched anywhere between 2 to 10 working days after being placed.

Once your orders have been dispatched, UK mainland customers will receive a notification from DPD and should receive their parcel the next working day. International customers will receive a dispatch note directly from us, giving their tracking number so they can keep up to date with their parcel.

Q: Can I buy gift vouchers during this promotional period?

A: Unfortunately gift vouchers are not included in the promotion, however you can buy them without the code. 

Q: I have an already existing code from a gift voucher/credit note. Can I use this in conjunction with the code?

A: The short answer is yes, you can! Our gift vouchers are now issued in the form of e-wallet credit. Therefore to use your gift voucher just shop away as usual, enter to promo code at checkout, click ‘checkout & pay’ and follow instructions on the next page for e-wallet payments.

Q: Does this code apply to your London and Brighton stores?

A: Our Camden, Spitalfields, Commercial Street and Brighton stores will mirror the £17 off when you spend £75 offer too! 

Q: I am a wholesale customer. Can I use this promotion?

A: This offer applies to retail customers only. Unfortunately the promotion will not work on your order if you are a wholesale customer.

Q: Why is the website slow?

A: Imagine all of the other lovely people across the world who are also trying to place their order! Please bear in mind - the more windows you have open, the harder our server will have to work. Please, please, PLEASE use one tab only in your browser, as this will optimise everyone’s experience on the website! Our servers are always under a lot of pressure during promotional period so please be patient, especially over the start of a promotion where we receive a huge amount of site traffic. We promise we are working to make the website as efficient as possible and we massively appreciate your patience.

Q: Why does the website say I’m being held in a queue?

A: In order to maximise everyone’s shopping experience during this busy time, we have introduced a queuing system to our site. This means that while there may be a little wait to access the site, when your turn comes, you should find everything running smoothly. We appreciate your patience while queuing! 

Q: I can't see the item I want to buy- where has it gone?

A: The item you were looking for has run out - all stock is limited! We do not have any stock in our warehouse that is not available online so please trust the website- it’s no longer available.

Q: I had an item in my basket, but now it’s gone – why was it removed?

A: We can assure you that items are not being intentionally removed from your basket. Adding an item to your basket does not reserve the item, so it is likely that your item was the last piece in that size and someone else has unfortunately purchased the item before you reached the checkout. We understand that this is frustrating, but all stock is limited and demand for popular styles and sizes will be high.

Q: Will you be restocking? I really want [enter item here] but it’s not showing as ‘in stock’ on your website!

A: We will have our usual weekly stock additions during this promotion; unfortunately we cannot advise if the style you are inquiring about will be restocked beforehand. If you select your size and ‘click email me when back in stock’, we can let you know as soon as your size is available again. If the item is restocked during the promotion, you can always use the code a second time'

Q: I didn’t change my address at the checkout, but I did on PayPal. Will you be able to send my order to my PayPal address?

A: The only way your postal address comes through to our system is via our website, not PayPal. Please make sure that, when placing your order, your shipping address is correct on our website. We receive absolutely no information at all from PayPal about addresses, so please bear this in mind when pressing that ‘Confirm Order’ button! If the address is not correct at the time of order, we will not be able to make changes to this so please do double check everything.

Q: What happens if my item is out of stock?

A: As we receive so many orders during our promotional period, sometimes two orders can be placed simultaneously for the last piece in a size. If an item is out of stock on your order we will automatically issue you with a refund when we get to the processing stage, and send out the rest of your order. We will also email you, to notify you. If your whole order is out of stock, we will email you to inform you and refund you in full.

Q: I emailed you earlier but you haven’t responded to me. Why?

A: Please be patient with emails, we will be responding to them as quickly as possible. We are in the office Monday-Friday 9am-6pm. We answer every single email we receive, so please don’t worry - you WILL be replied to, but do take into consideration that this can take some time. Please make sure that you are emailing us at shop@collectif.co.uk, as this is the only email which we will receive queries to. Please also note that our auto reply is an automatically generated response designed to help answer any FAQs and is not in place of a full response – we will get back to you personally as soon as we possibly can.

Q: I sent you a message on Facebook about my order. Why haven’t you replied? 

A: As with our emails, we receive lots and lots of Facebook messages during the promotion and will respond to all of them as soon as we can. Our Facebook is monitored from 9am - 6pm, Monday - Friday. However, please bear in mind that we are only able to answer questions regarding orders via email and that all queries of this kind, should be directed to customer services. You can reach them by emailing shop@collectif.co.uk.

Q: Help! I need sizing advice. What do I do? 

A: Have you had a look at our sizing charts and universal size converter?  They feature measurements and conversions, wherever you are in the world. Please note:  Bright & Beautiful and Pinup Girl Clothing have different size charts to Collectif, so please check this before placing your order. The B&B size chart is available via the link below and the PUG size guide can be found in the images of each item. Check out our size charts here:  https://www.collectif.co.uk/size-guides-i9

Q: Why haven't I received my order yet?

A: We have a dedicated team working hard to get your orders out, but during busy promotional  periods this will take longer than usual. Please expect your orders to be dispatched anywhere between 2 to 10 working days after being placed.

Q: I need my order for a very specific date- can you send it out so I receive it in time?

A: We will send out your orders as soon as possible, but please bear in mind we will be extra, extra busy during this period. For the above reason, we cannot confirm the exact delivery date of your order. We aim to send out all orders within the 2-10 working day window mentioned above. However, please still order with lots of time to spare, as we have no control over how long orders may take to get to you once they have been passed to our courier service, especially in relation to international orders. 

Q: Will I receive a dispatch note?

A: When your order is complete you should receive a confirmation email, which will be sent to the address which you used to set up your Collectif account – please make sure this email is correct and in use. After this, you will receive an email notification of dispatch when your order leaves our warehouse. For UK mainland customers, you can expect your order the next working day from this email. For international customers postage times may vary, but you will now receive a dispatch email which will include your tracking number so you can keep up to date with your parcel via the Royal Mail website:  https://www.royalmail.com/track-your-item

Q: Why have I received an email from DPD informing me that my delivery has been delayed, due to my parcel not being handed over by Collectif?

A: Our UK mainland delivery service, DPD, will currently send notifications of dispatch as soon as a shipping label has been printed, regardless of the time of day at which this happens. This means that if a label is printed after DPD have collected from us for that day, we will be unable to pass your parcel to them until the following day. This is why you then received a notification that your parcel was delayed. You will receive further updates from DPD with a delivery slot when they have received your parcel (this should be the day after your initial notification).

Q: The item that I bought in the promotion doesn’t fit/I don’t like it. Can I return it?

A: Our returns policy applies to all items, including those purchased in this promotion. Should you wish to return your item, please make sure it complies with our returns policy which can be found here: https://www.collectif.co.uk/page-delivery.html. 

Please see below for returns T&Cs specific to this promotion.

Q: I bought an item(s) in this promotion and want to exchange it, but now it’s more expensive. What can I do?

A. If you return an item(s) to us for a refund/credit, the remaining balance of your order will need to be a minimum of £75, for the offer to still be valid. 

This means, if you return an item to us for credit or refund and, after the value of this item(s) is removed from you original order, your order still totals £75 or more, you will be refunded/credited the full value of the item at the time of return.

If the balance of your order after item(s) are returned is under £75, the promotion will unfortunately be void. You will therefore be refunded/credited the difference between £75 and your new balance.

Q: Why is my return taking so long?

A: As we’ve mentioned, we will be incredibly busy during the promotion period and will do our very best to get all orders and returns completed ASAP. Please bear this in mind - as stated on our returns policy, you should allow up to 28 working days for your return to be processed. With a higher volume of orders being sent out, there will be a higher volume of returns.

For any unanswered questions, please drop an email to shop@collectif.co.uk.

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