Please find our frequently asked questions below. If your query is not listed below please
For any unanswered questions, please drop an email to firstname.lastname@example.org .
We hope that this has answered any questions that you may have but if you still require any help or assistance you can contact us on email@example.com Monday-Friday 9am-5pm BST ( excluding public and bank holidays ) Please note that we do not have a direct phone line and all emails are answered in the order that they are received.
With Love from Collectif x
The short answer is yes, you can! Our gift vouchers are now issued in the form of a code also. Therefore to use your gift voucher just shop away as usual, enter the voucher code in the voucher box and click apply ensuring this has applied to the order total price.
Our big sale is an online exclusive only and will not be available in the shops, however our shops will have some fabulous promotions of their own if you choose to visit us.
This offer applies to retail customers only. Unfortunately, the promotion will not work on your order if you are a wholesale customer.
Imagine all of the other lovely people 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 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 the sale period so please be patient, especially over the start of a sale where we receive a huge amount of site traffic. We promise we are working to make the website as efficient as possible and we massively appreciate your patience.
In order to maximise everyone’s shopping experience during this busy time, we have introduced a queuing system to our site. This means that while there may be a little wait to access the site when your turn comes, you should find everything running smoothly. We appreciate your patience while queuing!
The item you were looking for has run out - all stock is limited! We do not have any stock in our warehouse that is not available online so please trust the website- it’s no longer available.
We can assure you that items are not being intentionally removed from your basket. Adding an item to your basket does not reserve the item, so it is likely that your item was the last piece in that size and someone else has unfortunately purchased the item before you reached the checkout. We understand that this is frustrating, but all stock is limited and demand for popular styles and sizes will be high.
Unfortunately we will not be restocking any items during this sale. If an item is not in stock, it has unfortunately sold out.
If you make your purchase using Paypal, the only way your postal address comes through to our system is via PayPal. Please make sure that, when placing your order, your shipping address is correct on our website and the PayPal checkout page. If you are using your card to pay online ensure you double check your address on our website at checkout. If the address is not correct at the time of order, we will not be able to make changes to this so please double-check everything.
As we receive so many orders during our sale period, sometimes two orders can be placed simultaneously for the last piece in a size. If an item is out of stock on your order we will automatically issue you with a refund when we get to the processing stage, and send out the rest of your order. We will also email you, to notify you. If your whole order is out of stock, we will email you to inform you and refund you in full.
Please be patient with emails, we will be responding to them as quickly as possible. Our working hours are Monday-Friday 9am-5pm BST (excluding bank holidays). 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 firstname.lastname@example.org, as this is the only email to which we will receive queries to. Please also note that our auto-reply is an automatically generated response and we will get back to you personally as soon as we possibly can.
As with our emails, we receive lots and lots of Facebook/Instagram messages during the sale and will respond to all of them as soon as we can. Our Facebook is monitored from 9am - 5pm, Monday - Friday BST (excluding UK bank holidays). However, please bear in mind that we are only able to answer questions regarding orders via email and that all queries of this kind should be directed to customer services. You can reach them by emailing email@example.com
Have you had a look at our sizing charts and universal size converter? They feature measurements and conversions, wherever you are in the world. Please note: Bright & Beautiful have a different size chart to Collectif, so please check this before placing your order. The B&B size chart is available via the link below. Check out our size charts here https://www.collectiflondon.com/en/Size-and-Fitting-Guide/cc-16.aspx
We have a dedicated team working hard to get your orders out, but during busy sale periods this will take longer than usual. Please expect your orders to be dispatched anywhere between 2 to 10 working days after being placed. Please also note shipping times may be affected due to this being an extremely busy time of the year for all couriers.
We now have IOSS in place for all EU. orders (excluding Switzerland)
This will see orders UNDER €150 travel fee-free however, we have no control over the ever-changing conversion rates so although the order may be under the stated €150 at the time of purchase but by the time this arrives in your country could be over so fees will be applied, if so please do contact us and we will refund these requested fees.
Please ensure that you check out in Euros to ensure you see the correct order total (including shipping costs).
We ship worldwide and you can select your country flag at the top right of the page.
We will send out your orders as soon as possible, but please bear in mind we will be extra, extra busy during this period. For the above reason, we cannot confirm the exact delivery date of your order. We aim to send out all orders within the 2-10 working day window mentioned above. However, please still order with lots of time to spare, as we have no control over how long orders may take to get to you once they have been passed to our courier service, especially in relation to international orders. Please see the estimated delivery times and more details on Delivery, shipping and rates here: https://www.collectiflondon.com/en/Delivery-Shipping-and-Rates/cc-5.aspx
When your order is complete you should receive a confirmation email, which will be sent to the address which you used to set up your Collectif account – please make sure this email is correct and in use. After this, you will receive an email notification of dispatch when your order leaves our warehouse. For UK mainland customers, you can expect your 2 to 5 working days from this email. For international customers, postage times may vary, but you will now receive a dispatch email that will include your tracking number so you can keep up to date with your parcel via the couriers website.
Please note that if your tracking number ends in GB this has been sent with Royal mail and can be tracked here https://www.royalmail.com/track-your-item#/, and if your tracking ends in DE this has been sent with Deutsche Post/DHL and can be tracked here https://webtrack.dhlglobalmail.com/home/
Our UK mainland delivery service, DPD, will currently send notifications of dispatch as soon as a shipping label has been printed, regardless of the time of day at which this happens. This means that if a label is printed after DPD has collected from us for that day, we will be unable to pass your parcel to them until the following day. This is 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 (this should be the day after your initial notification).
Our returns policy applies to all sale items. Should you wish to return your item, please make sure it complies with our returns policy which can be found here: https://www.collectiflondon.com/en/Returns/cc-75.aspx Please ensure that if you are returning from outside the UK, you mark the parcel as "returned goods."
We do not offer exchanges so please return any unwanted items for a refund and place a new order for the required size.
We are no longer offering the returns portal as we see this causing extremely long delays for our customers as returning parcels were 1st delivered to the Rebound hub before being processed and marked for return to us.
We see this adding return times of 2 weeks + which was not acceptable and caused much upset to many of our customers so we now kindly ask that you post the return back to us via your own choice of courier/post.
If you could fill out your returns form (on the other side of your invoice or attached) and pop this in with your returning items, this will help us to process your refund. You can return your items to the following address:
Collectif Retail Returns
Unit 7 Sterling Industrial Estate,
Rainham Road South,
We recommend using economy-tracked or signed shipping, so this is the cheapest covered method for returning your items back to us. Please keep hold of your receipt for this purpose. Please note that items can be returned for a refund if posted within 28 working days. Items posted after this date will not be eligible for return.
You can return items for a refund in line with our delivery and returns policy. . Please note we do not offer exchanges but if you wish to make a new order for a different size and let us know your original and new order numbers we will ensure that any difference paid is refunded to you. This is only for items previously purchased and cannot be honoured on any items that were seen previously at a reduced price.
Our team will be incredibly busy during the sale period and will do our very best to get all orders and returns completed ASAP. Please bear this in mind - as stated on our returns policy, you should allow up to 28 calendar days days for your return to be processed from delivery at our warehouse. With a higher volume of orders being sent out, there will be a higher volume of returns. Please also note that goods are taking longer to arrive back with us, so please ensure you check your tracking to see when this arrives with us & allow 28 calendar days from arrival at our warehouse.