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Refund Policy

Refund Policy Returns

If you are not entirely satisfied with your purchase, we are here to help. COLLECTIVETHELABEL is pleased to offer a refund on any item(s) 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 free of any odours or makeup/stains. Items that do not meet these criteria will be rejected and returned to the customer.

Please note that we do not refund the initial posting or shipping charges for your order. In the unlikely event that your item arrives faulty, please contact our customer service team at collectivethelabel@kacoofashion.co.uk with your name and order number.

We strive to process your refund to your original payment method within 14 days of receiving the returned item(s), following our thorough inspections. Please be aware that although your returned parcel tracking may indicate 'Delivered,' this does not guarantee an immediate refund, especially during busier periods.

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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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