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Privacy policy

Privacy Policy

This Privacy Policy outlines how COLLECTIVE THE LABEL ("we," "us," or "our") collects, uses, and protects your personal information when you use our website and services. By using our website, you agree to the collection, use, and disclosure of your personal information as described in this Privacy Policy.

Information We Collect

When you interact with our website, we may collect the following types of information:

  • Personal Information: This includes information you provide when you create an account, place an order, or sign up for our newsletter. This may consist of your name, email address, billing and shipping address, phone number, and payment information.
  • Non-Personal Information: This includes information about your browsing activity, device information, and other details that do not personally identify you. We collect this information through cookies and other tracking technologies.

How We Use Your Information

We may use the information we collect for the following purposes:

  • To process and fulfill your orders, including sending you emails to confirm your order status and shipment. b. To communicate with you about our products, services, promotions, and events. c. To provide customer support and respond to your inquiries. d. To improve our website, products, and services. e. To personalize your shopping experience and show you content that may be of interest to you. f. To detect, prevent, or investigate security breaches or fraud. g. To comply with legal obligations and protect our rights and interests.

How We Share Your Information

We may share your personal information with the following parties:

  • Service Providers: We may share your information with third parties who provide services on our behalf, such as payment processing, shipping, marketing, and website analytics. b. Legal and Safety Reasons: We may disclose your information if required by law, to protect our rights and property, or to ensure the safety of our customers or the public. c. Business Transfers: In the event of a merger, acquisition, or sale of our business, we may transfer your personal information to the new owner.

We do not sell or rent your personal information to third parties for their marketing purposes without your consent.

Cookies and Tracking Technologies

Our website uses cookies and other tracking technologies to enhance your user experience, analyze website usage, and personalize content. By using our website, you consent to our use of cookies in accordance with our Cookies Policy.

Your Rights and Choices

You have the following rights and choices regarding your personal information:

  • Access and Correction: You may access, update, or delete your personal information by logging into your account or contacting us at care@collectivethelabel.co.uk 
  • Communication Preferences: You may opt out of receiving promotional emails from us by following the unsubscribe instructions in the email or contacting us.
  • Cookies: You can manage or delete cookies through your browser settings.

Security

We take reasonable measures to protect your personal information from unauthorized access, use, or disclosure. However, no method of transmission over the Internet or electronic storage is entirely secure, and we cannot guarantee the absolute security of your personal information.

Children's Privacy

Our website is not intended for users under the age of 18. We do not knowingly collect personal information from children under 18. If we become aware that we have collected personal information from a child under 18, we will take steps to remove such information and terminate the child's account.

Changes to Our Privacy Policy

We may update this Privacy Policy from time to time. If we make significant changes, we will notify you by email or by posting a notice on our website. Your continued use of our website after any changes have been made constitutes your acceptance of the updated Privacy Policy.

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Returns

If in the event you are not totally satisfied with you order, we will be happy to offer you a refund of the value paid on any item(s), that is returned to us in a resalable condition within 14 days of receipt of your order (28 days for international customers).

Items must be unworn/unwashed/with tags intact and with no odours or makeup/stains. Items that don’t adhere to these conditions will be rejected and sent back to the customer.

Please note we do not refund the cost of the posting or shipping charge for your initial order. In the rare event that your item has arrived faulty please contact our customer service team care@collectivethelabel.co.uk with your name and order number. 

We endeavour to refund to your payment method within 14 days of you posting, following our relevant inspections.
Although your returned parcel tracking may state ‘Delivered’ this doesn’t mean your refund will be issued instantly during busier periods.

 *All orders placed from 1st December until Christmas can have returns requested until 11th January*

Exchange Procedure

Unfortunately, we are unable to offer an exchange at this time; please do return the item to us and we will be happy to give you a refund (see terms and conditions above) so that you can place your new order at your convenience.

What to do next (UK & International Customers); please return your item(s) to the following address

Collective The Label online store
Unit 8
Westpoint Enterprise Park
M17 1QS

Please re-package your item(s) securely and include your invoice as proof of purchase. 

Please ensure you obtain proof of postage and keep it safe. If you need to make a compensation claim you will need to produce the proof of postage - without this, we will unfortunately not be able to assist you.

Any Collective The Label or other in-house brands (eg. Alice & You, True Decadence, Glamorous.com) purchased in any other stores, outlets, or shows cannot be returned, exchanged or refunded at collectivethelabel.co.uk. They should be returned direct to the stores through which they were purchased.

If you’re a customer in the European Union, you have the right to cancel your contract within 14 days from when you receive your order and return the item(s) to us within 28 days. This doesn’t apply to items that have been worn or used.

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