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Where is your head office?

COLLECTIF WAREHOUSE - HEAD OFFICE
Unit R2B, Warehouse K
2, Western Gateway
London
E16 1DR

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.

Can I return items bought in store?

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. 

Can you hold items for me in store?

All our stores are happy to hold items for one week. 

Can I pay over the phone?

Unfortunately our stores are not able to accept payment over the phone at any time, nor are they able to dispatch items from store.

Can I return my online order to store?

Unfortunately our stores are not able to accept items for return which were purchased online. All online order returns should be sent to:

Retail Returns,

Collectif Head Office,

Unit R2B, Warehouse K

2, Western Gateway 

London,

E16 1DR 


Full returns info.

Can I buy gift vouchers in store?

Unfortunately our stores do not sell gift vouchers at the moment. However, you can purchase them here.

I need sizing advice

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!

The item I like is out of stock

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!

Where are your clothes made?

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.

Will I receive a dispatch notification?

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.

Full delivery & returns info.

When will my order be delivered?

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 2-6 working days from dispatch.

- Deliveries for the rest of the world can be expected 5-7 working days from dispatch.

Please note that this is subject to any international shipping delays which are out of our control. 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.

Full delivery & returns info.

Who will deliver my parcel?

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.

Full delivery & returns info.

Why is my DPD parcel delayed?

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: With the current courier delivery service that we use for mainland UK orders, DPD will send a customer notification of dispatch as soon as a shipping label has been printed, regardless of the time of day at which this was processed (and whether or not the day's DPD collection has already happened). This can of course cause confusion if a parcel is then not dispatched with a DPD courier until the next day's collection, and would be 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. 

Can I change my delivery address?

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.

Full delivery & returns policy.

Can I collect my order from your shops?

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.

Full delivery & returns policy.

Can you combine two orders for shipping?

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. 

Full delivery & returns policy.

Can you deliver to my address?

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.

Full delivery & returns info.

My order hasn't arrived - what can I do?

If you have not received your order within 15 working days, please email shop@collectif.co.uk. 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.

Full delivery & returns info.

How long does your returns process take?

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 14 working days. We will contact you via email as soon as we have opened your return.

Can I return a sale item?

Sale items may be returned for a refund for up to 14 working days from the date you received your order and for online credit for up to 28 days from the date you received your order. Should you wish to return your item, please make sure it complies with our returns policy.

Please note that orders placed during a sale will be refunded/credited to the value of the item at the time of purchase. Ie if you paid £50 for an item which is usually £100, you will be refunded/credited the £50 originally paid.

What do I need to include?

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.

Do you cover return postage?

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 with your refund, or issue it separately should you prefer a credit note. Please return you item(s) via an 'Economy Tracked' service. If you choose to include any additional non-faulty items in your parcel, postage for these items will not be refunded. 

How do exchanges work?

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. 

 

Find out more about our new e-wallet.

How do international returns work?

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. 

Is there anything I can't return?

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.

What if I've received an incorrect/faulty item?

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.

What is your deadline for returns?

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.

Where should I send my return?

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 

 

How do they work?

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.

*Please note that our gift vouchers are for online use only.*

Can I buy Gift Vouchers during the sale?

Unfortunately gift vouchers will not be included in any of our sales.

Can I use my gift voucher in the sale?

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.

NIFTY50 Promo FAQ's

 

Hello lovelies,

This FAQ should be able to answer all of your burning questions regarding this promo code, so please make sure you’ve read through it before you email us!

xoxo

 

Q: When does the promo finish?

 A: The promo finishes Monday 31/07/2017 Wednesday 02/08/2017 at midday GMT

 

Q: How do I get the promotion?

A: Please apply the code 'NIFTY50' in the promo code box at the checkout and press 'apply', making sure you are signed in to your Collectif account first. The code will not work after the dates stated above, and it will not work if you are not logged into your Collectif account.

 

Q: What does the promotion apply to?

A: The promotion applies to all clothing (excluding DandyLife), even sale items! Excludes all accessories and shoes.

 

Q: Can I buy Gift Vouchers during this promo period? 

A: Unfortunately gift vouchers are not included in the promotion, however you can purchase them as normal.

 

Q: What time does the promo start/end in my country?

 A: Trust us, Google is your friend :)  

 

Q: Why is the website slow? 

A: Imagine all of the other lovely ladies 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 promotions, so please be patient. We are working to make the website as efficient as possible, we promise!

 

Q: I forgot to apply the code to my order before checking out. Can you refund me the difference?

A: Unfortunately this promo code cannot be applied retrospectively. You are however welcome to place another order with the promo code, and return the first order once received as per our Returns Policy. 

 

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

A:  The item you were looking for might have run out, as all stock is limited! We do not have any stock in our warehouse that is not available online so please don't call us to ask for anything that you can't see online. 

 

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 by our website admin. Please make sure that when placing your order, that 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: I’ve ordered the wrong size/colour/style! What can I do?

 A: As we’re sure you can imagine, we will be extremely busy here at head office during the promotion period and we will be unable to amend orders after they have been processed. Please make sure that you check your order before you complete it!  

 

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

A: Unfortunately we cannot amend orders in any way once they have been completed. This includes adding items to your order. If you can imagine, our team handle all the orders here in one place, and sifting through hundreds and hundreds of orders to find one to amend is a nearly impossible task.  This will also slow down the entire processing stage of getting everything sent out- meaning you (and everyone else) will have to wait longer! If you wish to add anything, please make another order.

 

Q: I have an already existing code/E-Wallet credit. Can I use this in conjunction with the promo code?

 A: Other promo codes will not be valid in conjunction of this promotion. We are sorry! However you can use any E-Wallet credit you may have in your account for an order using this code.

 

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

 A: All items online are the items that we have available. If the item is not there, unfortunately we do not have it in our warehouse.

 

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

A: Please be patient with emails, we will be responding to lots of emails per day. 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, this is the only email which we will receive queries to. 

 

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

A: We are only able to answer questions regarding orders via Email. We will tell you the same on Facebook when we reply to you- please send all enquiries to shop@collectif.co.uk

 

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

A: 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 it features measurements, and conversions, wherever you are in the world.

 

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

 A: Our returns policy applies to all items bought in our promotion. Should you wish to return your item, please make sure it complies to this returns policy (see the ‘Delivery and Returns’ information within the helpdesk).

Please note that orders placed during a sale will be refunded/credited to the value of the item at the time of purchase. Eg: if you paid £50 for a dress which is usually £100, you will be refunded/credited the £50 you paid.

 

Q: Why is my return taking so long?

A: We will be seriously snowed under with work during the promo period. Please bear this in mind - as stated on our returns policy, you should allow up to 14 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.

 

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

A: We have a dedicated team working tirelessly to get your orders out but during busy promo periods this will take longer than usual. During extremely busy periods our processing time may increase to a maximum of 14 working days

 

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 seriously inundated with orders. With this, we cannot confirm the exact delivery date of your order. We aim to send out all orders a quickly as possible.  Please order with lots of time to spare, as we have no control over how long orders will take to get to you. 

 

Q: Why have I not been sent a dispatch note?

 A: Our UK mainland customers will receive a notification from our courier service, DPD. Our international customers will receive a notification directly from us, which will contain a tracking number for your order. Alternatively  you can check the status of your order within your online account. 

 

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: With the current courier delivery service that we use for mainland UK orders, DPD will send a customer notification of dispatch as soon as a shipping label has been printed, regardless of the time of day at which this was processed (and whether or not the day's DPD collection has already happened). This can of course cause confusion if a parcel is then not dispatched with a DPD courier until the next day's collection, and would be 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. 

 

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

A: As so many orders come in during the promotion sometimes people can order the same item at the same time for the last piece. If an item is out of stock on your order, we will send out the rest of your order and automatically issue you with a refund and send out the rest of your order. We will email you also, to notify you. If your whole order is out of stock, we will email you to inform you and refund you in full. 

10% OFF - Promotion Information

 

Hello Dolls,

Here are a few little pointers about the 10% promotion. Happy shopping! :)

 

Q: Where is the promo on?

A: In stores only.

 

Q: When does the promo finish?

A: Friday 29th September.

 

Q: What does the promotion apply to?

A: All Collectif, Lulu Hun and Bright and Beautiful. And yes even on sale and new collection!!

 

Q: Is the offer in all stores?

A: Yes all London and Brighton stores.

 

Q: Will the offer be anywhere else?

A: Non of our stockists are taking part in this promotion. 

 

Q: Why is there a promotion?

A: To celebrate our win at the Drapers Awards. 

 

Q: Does the returns policy still apply?

A: Yes or course it does. Click here for more details. 

How can I be featured?

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!

Are you hiring?

Social Media & Digital Marketing Assistant

To apply for this role please send your CV and covering letter to careers@collectif.co.uk with the subject 'Social Media and Digital Marketing Assistant'.

We are looking for a passionate social media and digital marketing assistant to join our team.

The extent of the role will vary dependent on you experience and ability – but if you are a “Hands On” “Make it Happen” kind of person this role will be perfect.

Through your passion and experience you will need to demonstrate:

- A creative flair and an eye for fashion.

- Demonstrate a proactive communication style being responsive to our social media audience.

- The ability to execute with confidence our digital marketing strategy.

- A hands on approach to managing social media including Facebook, Instagram, Twitter and Youtube.

- Ability to work with the senior management team and our creative team to create effective campaigns.

- Skills to collaborate closely with in-house and agency teams to deliver the best possible strategy.

- An analytical ability to evaluate the performance of mailing lists and social media campaigns.

- A flair for working with 3rd party bloggers and our in house team creating effective content.

- You can support our creative team in the preparation of visual assets for look books, trade shows and editorial output.

- Understanding of press loans, and support the editorial output.

- Ability to manage paid social media advertising and their budgets + create analytics to quantify and qualify campaign effectiveness.

- Identify trends and new technology which will help us stay ahead of our competition.

- Ability to keep abreast with Collectif brand, market trends, and competitor activity.

- Understanding and ability to produce daily & weekly reports.

 

Look at our website, visit our stores, go on our Facebook page, understand our brand & apply for this career-changing role.

We expect a covering letter to your CV, which shows a passion for the industry, energy, excitement, and knowledge; demonstrate your ability to inspire the young and very skillful team at Collectif.co.uk Ltd to the next stage of our development.

When applying, please state your current salary and expectation for this role.

Please send covering letter & CV to : careers@collectif.co.uk

Please include your name & the position you are applying for in the subject header of the email.

Applications without a covering letter or the requested information above, may not be considered - Retail is detail!

Can I model for you?

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 shop@collectif.co.uk and a member of customer services will be happy to pass your information on. 

Please note that while we love hearing from prospective 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.

Can we collaborate?

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 shop@collectif.co.uk, 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. 

How do I become a wholesale customer?

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 wholesale@collectif.co.uk.

How do I contact your Wholesale Team?

Our Wholesale Team are avail able from 9am-6pm, Monday-Friday. 

Email: wholesale@collectif.co.uk

Phone: + 44  (0)20 7511 6224 - option 2

Delivery Costs / T&Cs

Wholesale delivery info, as well as T&Cs can be found towards the bottom of our Terms and Conditions page.

Why can I no longer see an item?

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'.

Why can't I log in to my account?

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 shop@collectif.co.uk.

Why is the website slow?

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.

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