All online purchases made between the 1st and 31st of December 2023 can be returned up to the 31st January 2024 for a refund.
Orders placed after the 31st December 2023 will be subject to our standard returns policy. Please be aware that online purchases cannot be returned to our stores and store purchases must be returned directly to stores.
Full price purchases made between the 1st and 31st of December 2023 can be returned up to the 31st January 2024 for a refund.
We offer an exchange only for sale purchases. Returns can be exchanged for items of the same value or more. Sale returns must have the original ticket attached to the garment and be accompanied by a proof of purchase.
Outlet items cannot be returned.
We do not provide a refund or exchange for these items. All sales are final.
Concession - Irregular Choice
We provide an exchange only on Irregular Choice shoes. All exchanges must occur within 14 days of purchase. All returns must be new, unworn and in original packaging. We are unable to offer refunds on Irregular Choice shoes.
Concessions - Playful Promises
We provide an exchange only on Playful Promises. All exchanges must occur
within 14 days of purchase. All returns must be new, unworn, and in original
packaging. For hygiene reasons, all items must be tried on over your own lingerie. We reserve the right to reject an item that is worn or soiled.
Our Return Policy does not affect your statutory rights
Please be aware that in-store purchases can only be returned directly to one of our stores and cannot be sent to our online return address.
The final cut-off for Standard UK orders is Tuesday, December 19th 2023. Any order placed after this date cannot be guaranteed for pre-christmas delivery.
The final cut-off for UK Express orders is Thursday, December 21st 2023.
The final cut-off for EU and international orders is Sunday, December 17th 2023. Any order placed after this date cannot be guaranteed for pre-christmas delivery.
For any questions, please get in touch with our Customer Service team at firstname.lastname@example.org
*Orders placed before the final cut off could be subject to delays that could impact its delivery.
For questions regarding returns please email: email@example.com
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.
We recommend you to send the return with a signed for service and retain your receipt as your proof. This can be via your national postal service or a courier service. 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 obligated to deal with this.
Please be reminded that you must post the product(s) within 28 working days of receipt of the order to receive a refund. Item(s) returned beyond this time scale will not be eligible for a refund. 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 obligated 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 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 that 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 with images and details for prior authorisation at firstname.lastname@example.org (mentioning your order number as reference).
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.
Important to remember
If you are returning product(s) paid for on your credit/debit card or with PayPal, we will send the refund through the same method.
Please kindly note, it can take up to 21 days for a return to be processed once we have received your parcel, if you have not received your return please email email@example.com with your return tracking number and our teams will look into this for you.
We do our very best to ensure that every item we dispatch is correct, and of the highest quality. However, mistakes unfortunately do happen. Should you receive an incorrect or faulty item, please email firstname.lastname@example.org so that our team can resolve this as soon as possible.
For more information, please refer to section 12 & 13 of our Website Terms & Conditions
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 of the following:
- Pierced jewellery
- Face masks
If any items are received in an unsellable condition, they will be posted back to you at your own cost.
For any further questions about returns, please contact our customer service team.