DELIVERY & RETURNS

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.

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 pickup 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 as all parcels sent require a signature. 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 for our Royal Mail customers, 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 do not consider a package lost until 25 working days after the last possible date that your parcel could have arrived. We will not be able to claim for a lost packet until this time, at which point we will be able to refund or replace your order. We cannot be held responsible for packages lost or damaged by any Courier company, 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.
• If your order has not arrived within your designated timeframe from DPD or UPS and the tracking has not updated with a delay, please contact shop@collectif.co.uk immediately.

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):

• 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 for UK and Europe is: Retail Returns, Collectif.co.uk. Ltd, Unit 7 Sterling Industrial Estate, Rainham Road South, Dagenham, Essex, RM10 8TX, UNITED KINGDOM
• Our return address for USA & Canada is: Collectif Returns
  8356 NW 68th ST.
  AEB-4802-2020
  MIAMI, FLORIDA 33166 UNITED STATES

• 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 to the courier company. 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 on the economy Post Office™ cost (second class signed for or economy equivalent) 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 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 your return is processed. Before posting a faulty/incorrect item back to us please email us for prior authorisation at returns@collectif.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.
• If you are making an international return, please make sure this is clearly marked as "returned goods" as we will not be liable for any customs or duties.

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:

• 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 you received your order. Please note that only orders returned to us in their entirety, within this 14 working day window, will be eligible for a refund of outgoing postage costs. Please indicate you would like a refund by ticking the relevant box on your returns form.
• If you would like to exchange your item(s), this will be done in the form of online credit. To be exchanged for credit, items 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. Please note that items purchased during a sale or discount code period will be credited at their discounted price. 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 this may take longer. We will contact you via email as soon as we have processed 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 days after receipt of your goods. This 14 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.  Please note that only orders returned to us in their entirety, within this 14 day window, will be eligible for a refund of outgoing postage costs. 
• Please note that we can only accept returns to our Head Office & Warehouse address via post. Items cannot be returned directly to this address, or to a store. If you purchased your item in-store, this must be returned to store.
• Please note that we do not have an extended returns policy over the Christmas period.

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 email us a copy of your return postage receipt, we will be happy to refund this whilst processing your order. Please send your item(s) using a 2nd Class Signed For service, or an equivalent service for international returns as we can only refund up to this amount.
• Please note that your receipt is your proof of postage to keep safe, so you can claim with your postal provider should anything happen to the parcel on its way to us, and as such we do not recommend putting the receipt in the parcel.
• 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.

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.