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FREE STANDARD UK DELIVERY ON ORDERS OVER £50 - NO SURPRISE FEES ON ARRIVAL FOR EU CUSTOMERS
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RETURNS & EXCHANGES
RETURNS AND REFUNDS
We hope you love your order but if you wish to return your purchase for any reason please follow the following steps:
- Notify us of your intention to return an item. You must do this within 14 days of receipt of your order or 7 days for Sale Items. To do this email hello@thecollaborativestore.co.uk, please use your order number as a reference and let us know what is the reason for the return.
- We will respond to your email with full instructions on how to return your item, including the returns address and a unique reference number to include with your parcel.
We offer a full refund (excluding any shipping cost) on your order if you return it back to us within 14 days of your receipt, in its original and unworn condition with all tags in place, or 7 days for sale items. Please note this date begins on the date that we send you an order dispatch email. For returns please email us on hello@thecollaborativestore.co.uk
We will refund the card that the original order was placed on within 7 working days of receipt of your return however the refund may take up to 10 days to complete dependent on the card issuer. You will receive an email confirmation of the refund when it is processed.
Please note: Unless faulty, we are unable to accept returns of perishable products, earrings (for hygiene reasons), plants, personal products sold with a hygiene seal where that seal has been broken, perfumes and toiletries, underwear, swimwear, products made to order, or any product that has been used, returned without packaging or in an unsaleable condition. Faulty items need to be returned in their original packaging.
Customers outside of the UK: Please ensure you clearly mark 'returned goods- no commercial value' on the parcel, as failing to do so may result in your parcel incurring import charges or being returned to you.
EXCHANGES
Subject to availability you are welcome to exchange your purchase for a different size or another item. Please return the unwanted item as described opposite and send us an email: hello@thecollaborativestore.co.uk so we can put the item you wish aside for you.
If you are exchanging for an item with a lesser value we will refund the difference. If you have chosen a higher value item then you will have to place a new order and we will refund your original purchase.
When we send out your exchange there is no additional shipping charge. All items that are returned or exchanged must be unworn and in their original condition, including any packaging and swing tags. If any item is damaged, soiled or altered this may not be accepted and may be sent back to you.
We do not accept responsibility for items that are lost in shipping back to us so we recommend you send back via a service that requires a signature.
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