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DELIVERY & RETURNS

Every order we receive is dispatched as quickly as possible. This is usually within 1-3 working days, but please allow up to 7 working days during busy periods. All UK mainland orders are delivered by our courier service, which is estimated to be next working day delivery from dispatch. International orders are sent via Royal Mail, then passed to your national postal service - your tracking number can be used on both organisation's websites. Deliveries in Europe can be expected within 2-6 working days from dispatch & deliveries for the rest of the world within 5-7 working days from dispatch. You can find out about our shipping costs here.

Please note that we are unfortunately unable to do anything to speed up processes such as customs checks. We will always be happy to look in to the whereabouts of your parcel, but unfortunately have no control over delivery processes after your order has left us. 

 

Some things to bear in mind:

  • Our office and warehouse are closed over weekends & public holidays.
  • We cannot take retail orders over the phone.
  • We unfortunately cannot offer a pick up service from our Head Office, as we currently have a 'no visitors' policy, for Health and Safety reasons.
  • We are unable to combine orders in order to reduce postage costs. Please ensure that you have placed all items required in your basket before completing your order.
  • We cannot post items to 'Packstations', 'PO Boxes', or 'Parcel lockers'. This is something that our current mail service is unable to offer. Please make sure your delivery address is an existing address where someone will be able to accept your item.
  • Your delivery address is taken directly from your order, so please make sure this is correct when checking out. We do not see your PayPal details at any stage of ordering, so please do not rely on this address.
  • If you do enter an incorrect address, please contact us ASAP, as we aim to post out orders within 24 hours and cannot amend the delivery address after dispatch. We cannot be held responsible for any incorrect addresses provided to us. Please double check that all your details have been filled out before completing your order.  

 

Missing orders

  • If you have not received your order within 15 working days, please email shop@collectif.co.uk. Please include your order number, so that we can give you the tracking information for your parcel. Sometimes your order will be waiting at your local post office, with your 'while you were out' card not having reached you. Alternatively, sometimes custom checks can just take a little longer than usual.
  • Please Note: Royal Mail does not consider a package lost until 28 days after the dispatch date. We will not be able to claim for a lost packet until after this time. Packages lost by Royal Mail will be refunded or replaced after 28 days from the date we posted your order. We cannot be held responsible for packages lost or damaged by Royal Mail, but we will do all that we can to help you.
  • Unfortunately, any orders that have not been collected from depot/post office, or have not been able to reach their destination will be returned to our head office and you may be asked to cover postage costs to re-send your items.

 

RETURNS

For questions regarding returns please email: returns@collectif.co.uk

Returns Address: Retail Returns, Collectif Head Office, Unit R2B, Warehouse K, 2 Western Gateway, London, E16 1DR 

 

To return an item(s) to us, we request that your package includes a copy of your invoice & a completed copy of our returns form. You can find your returns form on the back of your invoice, which will have been included in your parcel. Don’t worry if you’ve misplaced your form, please just email the above address and we’ll be happy to send over a replacement.

All items returned must be in a re-sellable condition. This means returned items must be unworn, free of stains, odours, and animal hair. Items must not be damaged, and must be returned with the original labels still attached. For reasons of health and hygiene, we are unable to accept any hosiery, lingerie or pierced jewellery as returns.  Swimwear must be tried over underwear, and any hygeine seals must be intact or your right to return will be affected. If any items are received in an unsellable condition, they will be posted back to you.

 

Some things to bear in mind:

  • If you would like to return your item(s) in exchange for a refund, they must be posted back to us within 14 working days of the date your received your order. Please indicate you would like a refund by ticking the relevant box on your returns form.
  • If you would like to return your item(s) in exchange for credit, they must be posted back to us within 28 working days of the date you received your order. Please indicate you would like credit by ticking the relevant box on your returns form. 
  • If you chose to receive online credit, your Collectif e-wallet will be credited to the value of the returned item(s) at the time of purchase. Remember, you must be signed in to your Collectif account to access your e-wallet.
  • The above conditions refer to your original order. If an order is returned for credit & a second order placed with this credit, your second order must be returned within 14 days of receipt of your first order, in order to eligible for a credit-only refund.
  • Items dispatched to us more than 28 working days from receipt are not eligible for return.
  • Postage costs for item(s) returned to us are non-refundable unless the item sent is faulty or incorrect (see below).
  • If returning items to us from outside of the UK, you must clearly state on any customs declarations and on your parcel that the contents of your parcel are 'RETURNED GOODS'. If this is not declared, we will forward any costs for duty through to you.
  • We will usually process returns within 7 working days of receipt. However, during busy periods, please allow up to 28 working days. We will contact you via email as soon as we have opened your return. Please make sure that your inbox can receive emails from ‘returns@collectif.co.uk’, as this is the email address that we will use to contact you.
  • We are not responsible for any returns sent back to us that are lost in the mail. We highly recommend using a tracked service, so that you can check the status of your return. We are not liable for any parcels lost before they reach us. We only become responsible for parcels sent back to us when they are received at our returns address. Until this point, your parcel is still in the care of the postal service provider. Should your parcel be lost en route, you will need to make a claim with your postal service provider.
  • Under Distance Selling Regulations and as a consumer, you have the right to cancel the contract for your order up until 14 working days after receipt of your goods. This 14 working day period commences the day after you have received your order. You will need to make us aware of your wish to cancel the contract by emailing us at returns@collectif.co.uk, quoting your order number. In compliance with our returns policy, the goods must be returned to us in a re-sellable condition. If they are not, we reserve the right to return the goods to you.

 

Incorrect or faulty items

We do of course do our very best to ensure that every item we dispatch is correct & of the highest quality. However, mistakes unfortunately do happen. Should you receive an incorrect or faulty item, please email returns@collectif.co.uk with this information ASAP, so that we can authorise your return. We will send out your correct item as soon as we receive the incorrect item here.

  • Incorrect or faulty items are eligible for return for up to six months from the date you received your parcel.
  • When returning your incorrect or faulty item(s), if you include a copy of your postage receipt in your parcel, we will be happy to refund your return postage.
  • We will only pay return postage for the weight of the incorrect or faulty item that you are sending back. If you choose to include any additional non-faulty items in your return, postage for these items will not be refunded.
  • We will only refund return postage up to the original amount you paid for us to send the item(s) to you.

 

Store returns

Our store returns policy differs slightly from to our website. Items bought from our stores can be returned to any UK store, but unfortunately not to our head office/online returns department. From the date of purchase, you have 28 days to exchange your item for another product, or for a credit note. Credit notes issued in store are valid for six months and can be spent in any UK store, but unfortunately cannot be used on our website. Unfortunately we do not offer any refunds unless there is a fault with your item. 

 

If you’re keen to avoid having to return items to us in future and would like some sizing advice to help with this, please do feel free to drop an email to shop@collectif.co.uk. If you would like to include your measurements, item(s) you’re interested in and usual Collectif size, our customer services team will be happy to issue personally tailored advice on fit and sizing.

 

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