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COLLECTIF WAREHOUSE - HEAD OFFICE
Unit R2B, Warehouse K
2, Western Gateway
This is NOT a retail site. This location is for administrative purposes only and we cannot accept visitors unless we have stated otherwise or you have an appointment.
Items bought from of 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 in store, unless there is a fault with your item.
All our stores are happy to hold items for one week.
Unfortunately our stores are not able to accept payment over the phone at any time, nor are they able to dispatch items from store.
Unfortunately our stores are not able to except items for return which were purchased online. All online order returns should be sent to:
Unfortunately our stores do not sell gift vouchers at the moment. However, you can purchase them here.
Have you had a look at our brand new sizing chart and universal size converter? It’s on the ‘size guide’ tab on every single product on our website and features measurements and conversions, wherever you are in the world. Check it out here.
Or if you're still not sure and would like some personalised advice, please contact our customer services team. Be sure to include your bust, waist and hip measurements in inches and the item(s) you're interested in. The team will be more than happy to help!
If the item/size you need is not available on our website, then this does unfortunately mean it's out of stock - we do not have any stock in our warehouse that is not available online.
The good news is that we often restock items once or more after they have initially sold out. Make sure you keep in the loop by heading to the item you like, selecting your size & clicking 'Email me when back in stock'. We'll let you know as soon as we have more stock available!
Ethical Sourcing Policy
Collectif is a long standing, committed retailer of high quality vintage inspired fashion and as such, we recognize our responsibility to ensure that our production facilities and suppliers operate to the highest possible ethical and safety standards.
We design our clothing in London, UK and produce our collections in the UK, Romania, Armenia and the Far East. We are very proud to own and maintain high quality production facilities in the Far East, which are staffed and managed by Collectif staff. These facilities are safe, fair and maintained in line with national regulations. All employees work reasonable hours, receive fair pay and holidays and have the right to join a union, should they wish.
As above, we also utilizes production facilities in the UK and Europe and expect these facilities to maintain the same high levels of health and safety and ethics. All of the above are monitored regularly to ensure environments are to the highest possible standard and Collectif never knowingly do business with any suppliers who are not in line with their country's national employment laws and regulations with particular regard to: minimum age of employment, freely chosen employment, health and safety, freedom of association and the right to collective bargaining. No discrimination, no harsh or inhumane treatment, working hours, rates of pay and terms of employment.
Due to the sometimes complex nature of our supply chain and the supply chains of those we work with, it is not always possible to monitor and control the conditions of every individual involved. However, Collectif continue to acknowledge the importance of doing all we can to ensure fair and safe working conditions for all and as we grow, will continue to do all we can to maintain the rights of those who help us bring our products to you.
These issues are important to us and we know they are to you too, so if your question is not answered here, we do encourage you to get in contact and we will do all we can to answer your query.
We are now able to issue dispatch notifications for all our customers, both in the UK and abroad!
Our UK customers will receive a notification, as well as delivery updates, from courier service DPD. Our international customers will receive a notification directly form us, which will contain a tracking number for your order.
Ordinarily, all orders should be dispatched within 1-3 working days. UK mainland orders will then be delivered by DPD, using a next working day service.
- Deliveries in Europe can be expected within 2-6 working days.
- Deliveries for the rest of the world can be expected within 5-7 working days.
Please note; during busy periods our dispatch period may increase to a maximum of 14 working days. We will always do our very best to inform our customers of any changes to delivery times.
All UK mainland orders are delivered by our courier service, DPD. This service is estimated to be next 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. You can find out about our shipping costs here.
Please note that we take all delivery address information from the details in your online Collectif account, and not from your PayPal account. Please make sure your details are correct in your Collectif account, as well as at the checkout, before placing your order and proceeding through to payment.
If you have entered an incorrect address, please contact us ASAP, as we aim to post out orders within 24 hours and cannot amend addresses 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.
Although we are working to bring a 'Click & Collect' option to our customers, it isn't here just yet, but will be available in the very near future!
Unfortunately we cannot currently allow orders to be collected from our Head Office - this is for health & safety reasons.
Unfortunately we're not currently able to combine orders to minimise postage costs - please double check you have all your goodies in your basket before checking out.
We deliver all over the world! You can find out more about our delivery costs here.
Please note: 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.
If you have not received your order within 15 working days, please email email@example.com. Please include your order number, so that customer services can find your order status ASAP.
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.
We will usually process (issue your refund/credit note & email you) returns within 7 working days of receipt of your parcel. 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.
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 so that we can process your return efficiently. You can find your returns form on the back of your invoice that is included with your order. Don't worry if you've misplaced your form - just get in contact and we'll be happy to send another across to you.
We're unfortunately not able to cover return postage costs at this time.
Please note: in the unlikely event that you should receive a faulty item, we will be happy to include your return postage (up to the original amount paid to send the item to you) with your refund, or issue it separately should you prefer a credit note. If you choose to include any additional non-faulty items in your parcel, postage for these items will not be refunded.
We've updated the way we offer exchanges!
If you tick ‘credit note’ on your returns form, we will now automatically issue an amount equal to the value of the returned item (at time of purchase) straight in to your Collectif e-wallet, as soon as we process your return! You can then use this to re-buy the item in a new size, or buy a different item entirely. The value of your credit note will simply be deducted from your basket at the final stage of checkout.
For the most part, international returns work just the same as any sent from the UK. However, if you're returning a parcel to us from outside the UK, please remember to state on any customs declarations that your parcel contains 'RETURNED GOODS'. If this is not declared, we will unfortunately have to forward any costs for duty through to you.
All items returned to us 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.
If any items are received in an unsellable condition, they will be posted back to you.
For reasons of health and hygiene, we are unable to accept any lingerie, hosiery 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.
We of course do our best to ensure all orders are fulfilled correctly and with top quality items. However, mistakes unfortunately happen - please always let us know so we can resolve the issue!
If we have sent you an incorrect or faulty item, please get in contact before you send your parcel back - this will speed up the return process. Our customer services team will reply to your email ASAP and advise how best to proceed. If you're sending your item/s back to us, please include your returns form and a copy of your return postage receipt in your parcel, so that we can refund the amount to you. We will issue your refund/send out your replacement item as soon as we receive your parcel.
Any items eligible for return can be exchanged for a full refund, for up to 14 working days after you've received your parcel.
Any items eligible for return can be exchanged for a credit note, for up to 28 working days after you've received your parcel.
Please note: these conditions refer to your original order. Any orders placed with a credit note gained from a previous return will not be eligible for a refund, unless your return is sent back within the 14 days of receiving your original order.
Please send any items you would like to return to:
Retail Returns, Collectif Head Office, Unit R2B, Warehouse K, 2 Western Gateway, London, E16 1DR
We now have a new & improved way of issuing gift vouchers!
We can now send gift vouchers directly to you, or the person you're buying for, via email. The value of the gift voucher is totally up to you; the amount will be credited straight to the recipients Collectif e-wallet and deducted form their basket at the final stage of checkout. No more pesky codes! The voucher recipient will need to have a Collectif account to access their voucher, but they can always set this up after they receive their treat. You can find out more about our brand new vouchers here.
Unfortunately gift vouchers will not be included in any of our sales.
With our new gift voucher system, you will indeed be able to spend your gift voucher during any of our sales, including those which require a code!
You can find out all about our gift voucher makeover here.
Receiving customer images is one of our absolute favorite things! We love, love, love seeing you all enjoying your Collectif looks and try to feature as many of you as we can.
If you'd like to be featured on our Instagram feed, just use #collectif, #collectifclothing of #collectifgirloftheday. Or, for Facebook, just post your picture to our wall! If you've written a blog post featuring one of our items, please do the same & we'll share it if we can!
Please remember, we do our best to share as many posts as we can, but we receive pictures from so many amazing customers, that we just don't have time to post every one. If we don't feature your post first time round, do keep sharing; it really does make our day to see them!
We're not currently in search of any fabulous new team members. However, as soon as we are, we will add positions here - watch this space!
We always enjoy hearing from anyone who would like to model for us! If you're interested in doing so, please send your name, stats & current portfolio to firstname.lastname@example.org and a member of customer services will be happy to pass your information on.
Please note that while we love hearing from perspective models, due to the volume of these inquiries we receive, we are unfortunately not able to respond to every one. We do keep all portfolios on file and a team member will be in direct contact if we would like to see you for a casting.
We always love to hear from anyone who would like to work with us and will consider collaborations with stylists, bloggers, photographers and more! Please email email@example.com, giving as many details about yourself/your project/your shoot as you can and customer services will be happy to pass your message on.
Please note that while we love hearing from potential collaborators, due to the volume of these inquiries we receive, we are unfortunately not able to respond to every one. We do keep all contacts on file and a team member will be in contact if we have a relevant opportunity.
To become a wholesale customer, head over to the wholesale area of our website & register your business. Once you've inputted all your details, you'll be ready to place your first order for your online or bricks & mortar store & become a Collectif stockist.
If you need any help with this, you can reach our wholesale team via firstname.lastname@example.org.
Our Wholesale Team are avail able from 9am-6pm, Monday-Friday.
Phone: + 44 (0)20 7511 6224 - option 2
Wholesale delivery info, as well as T&Cs can be found towards the bottom of our Terms and Conditions page.
Unfortunately some of our more popular styles do sell out very quickly & if the item/size your looking for is no longer available, then we will have sold out for the time being. However, if you'd like to be notified as soon as further stock is available, just head to the product page, select your size & click 'Email me when back in stock'.
If you're having problems logging in to your Collectif account, please first double check your password & email are correct. You can always try the 'password reset' button if you're unsure.
If this doesn't help, please get in contact with customer services & a member of the team will be happy to look in the issue further. You can contact our team via email@example.com.
Sometimes during our busy sale periods our site may be a little slow. This will be due to all our wonderful customers, all over the world, who are all trying to shop at once. We promise keeping just one tab open & baring with us is the very best way to get this sorted & that we will be running as usual ASAP.