Refund policy

At Collective Essentials, we aim to ensure you are completely satisfied with your purchase. If you need to return an item, please review the policy below.

Returns & Refunds

At Collective Essentials, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.

Change of Mind

You have 14 days from the date your order is delivered to notify us that you wish to return your item.

Once your return has been authorised, you have a further 14 days to send the item back to us.

To begin a return, please contact us at collectiveessentialsuk@outlook.com with your order number.

Return Conditions

To be eligible for a refund, items must be returned:

  • In the same condition they were received.
  • Unworn (other than trying on).
  • Unwashed and unaltered.
  • With all original tags and packaging (where applicable).
  • Free from odours, marks or damage caused after delivery.

We reserve the right to refuse a refund if an item is returned in a condition that makes it unsuitable for resale.

Vintage & Archive Items

Many of our products are vintage, archive or pre-owned.

Any signs of age, wear or characteristics specific to the garment will always be described and/or photographed within the product listing.

These are not considered faults and do not qualify as reasons for a return due to the item being "not as described."

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs showing the problem

If the item is confirmed to be faulty or incorrectly supplied, we will arrange an appropriate solution, including a replacement (where available) or a full refund.

Refunds

Once your return has been received and inspected, we'll notify you of the outcome.

Approved refunds will be issued back to your original payment method.

Please allow 3–5 working days for us to inspect and process your return. Depending on your payment provider, refunds may take a further 5–10 working days to appear in your account.

Return Shipping

Customers are responsible for return postage costs unless:

  • the item is faulty,
  • the incorrect item was sent, or
  • the item was not as described.

We recommend using a fully tracked service, as customers remain responsible for returned goods until they are received by us.

Non-Returnable Items

For hygiene reasons, the following cannot be returned unless faulty:

  • Socks
  • Underwear
  • Earrings
  • Any sealed item where the hygiene seal has been removed

Gift cards are also non-refundable.

International Orders

International customers are responsible for any customs duties, taxes or import charges imposed by their country.

If an international order is refused or returned due to unpaid customs charges, any refund will exclude the original shipping costs and any fees incurred in returning the parcel.

Lost or Delayed Parcels

All UK orders are sent using tracked delivery services.

If your parcel is delayed or appears to be lost, please contact us and we'll investigate with the courier.

If a parcel is confirmed as lost in transit, we'll provide either:

  • a replacement (subject to availability), or
  • a full refund.

Exchanges

We currently do not offer direct exchanges.

If you'd like a different size or item, please return your original purchase for a refund (where eligible) and place a new order through the website.

Contact Us

For all return enquiries, please contact:

collectiveessentialsuk@outlook.com

Please include your order number in all correspondence so we can assist you as quickly as possible.