FAQs


Please find our frequently asked questions below. If your query is not listed below please contact us.

Returns

How long does your returns process take? +

We will usually process your return within 7 calendar days of receipt of your parcel. However, during busy periods, please allow up to 14 calendar days. We will contact you via email as soon as we have opened your return to confirm this has been done. Refunds normally take 3-5 working days to clear in your account once processed.

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 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 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.

FAULTY GOODS:

To help us get this fixed for you ASAP, when you first contact us please include the following information;

  • Your name
  • Order number
  • Product name and code
  • Picture of the fault
  • Description of the fault

(The product name and code can be found on your order confirmation email and invoice).

Please Email us: shop@collectiflondon.com

If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

Please return you item(s) via an 'Economy Signed For' service. If you choose to include any additional non-faulty items in your parcel, postage for these items will not be refunded.

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 hygiene 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 returned for a full refund, for up to 14 working days after you've received your parcel.

Any items eligible for return can be returned 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 7, Sterling Industrial Estate, Rainham Road South, Dagenham, Essex, RM10 8TX.

For USA and Canada customers please return to:

Collectif Returns, 8356 NW 68th ST. AEB-4802-2020, MIAMI, FLORIDA 33166 UNITED STATES

Gift Vouchers

How do they work? +

We now have a new & improved way of issuing gift vouchers!

We now send gift vouchers directly to 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.

Social Media

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!

Work with us

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@collectiflondon.com 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@collectiflondon.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.

Wholesale

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@collectiflondon.com.

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.

Technical Support

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@collectiflondon.com