UK orders are sent via DPD and can take up to 2 to 5 working days. International orders are sent via Royal Mail. Deliveries can take up to 5-12 working days from dispatch, but please note that this is subject to any international shipping delays which are out of our control. 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 into the whereabouts of your parcel, but unfortunately have no control over delivery processes after your order has left us.
We estimate that most orders will be dispatched within 2 working days, however in busy periods or sales, please be aware that this may take up to an estimated 5 working days. Please see the checkout page for up to date dispatch and delivery estimates.
BREXIT UPDATE: We have updated our website to remove VAT for our EU customers. The reduction will not be reflected on the individual item price on our website but will be deducted in your basket when you have selected an EU country for shipping. For orders dispatched from 31st December 2020, please note that you may need to pay additional charges for taxes & duty on receipt of goods. Terms and conditions apply. Please see local advice for up-to-date information on how this will affect your country. Please ensure if you are returning goods to us, that these will be declared as "returns goods on the customs declaration.
Some things to bear in mind:
Missing orders
RETURNS
For questions regarding returns please email: returns@collectif.co.uk
Returns Address: Retail Returns, Collectif Head Office, Unit 7, Sterling Industrial Estate, Rainham Road South, Dagenham, Essex, RM10 8TX - UNITED KINGDOM
RETURNS FOR USA & CANADA ( ONLY)
Collectif Returns
8356 NW 68th ST.
AEB-4802-2020
MIAMI, FLORIDA 33166 UNITED STATES
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, animal hair and creasing. Items must not be damaged and must be returned with the original labels still attached or box included for shoes. For reasons of health and hygiene, we are unable to accept any cosmetics, hosiery, lingerie or pierced jewellery as returns. Swimwear must be tried over underwear, and any hygiene 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.
How to return your item(s):
Please follow the instructions on the reverse of the dispatch note (invoice). For Your convenience You can return items in any of the following ways:
1) Via your national postal service
2) Via a courier service
Every delivery comes with an ‘invoice’ listing the contents. You need this document to make a return. Please fill in the return details on the reverse of the invoice. This will help Us process Your return much quicker and avoid any confusion (for example, returning Products from multiple Orders with only one of the invoice may delay the process). Please remember to enclose the completed invoice in the parcel You are returning.
Please note, it can take up to 14 days for a return to be processed once We have received Your parcel. For reasons of health and hygiene, grooming products, products for piercings, and intimate wear (including underwear, hosiery, and swimwear) are non-returnable. This does not affect your statutory rights.
Simply repack the Product(s) in the original packaging or another suitable bag with the completed return form which can be found on the back of Your dispatch note.
Our return address is: Retail Returns, Collectif Ltd, Unit 7 Sterling Industrial Estate, Rainham Road South, Dagenham, Essex, RM10 8TX, UNITED KINGDOM
Please be reminded that You must post the Product(s) within 14 working days of receipt of the Order to receive a refund or with 28 working days to receive a credit note. Item(s) returned beyond this time scale might not be eligible for a refund/credit.
We recommend you to send the return with a signed for service and retain your receipt as your proof. Should any returned parcel be lost, this can be used to lodge your claim with your postal provider. Please be reminded that for a lost parcel you need to lodge your claim with your nominated postal service, Collectif will not be in an obligation to deal with this.
You are responsible for the cost of the return postage which is non-refundable unless the item sent is incorrect or faulty. Any return postage cost refunded by Us will be based upon your national postal service's economy signed for cost, for the weight of any incorrect or faulty item You return. If You choose to send any non-faulty items as well, the return postage cost for these items is non-refundable.
Please note that if the return postage cost exceeds the original order amount, we can add this to your e-wallet or issue this via PayPal.
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 are not liable for any customs fees for returned goods.
If You are returning an incorrect or faulty item (s) please email us a copy of the postage receipt with the return so We can refund the postage based on the criteria above when processing your return. Before posting a faulty/incorrect item back to us please email us at returns@ccollectif.co.uk (mentioning your order number as reference) or phone Us on 02075116224 so We can advise further.
IMPORTANT TO REMEMBER - If You are returning Product (s) paid for on your credit or debit card or with PayPal, We will send the refund through the same method.
All returns (unless faulty) must be returned in its original condition this includes (but is not limited to) the item being free of stains, smells, hair, torn, stretched or used.
Some things to bear in mind:
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.
Store returns
Our store returns policy differs slightly from 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. For reasons of health and hygiene, we are unable to accept any hosiery, lingerie or pierced jewellery as returns.
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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