Refund policy

Returns & Refunds

We want you to love your Collective & Co. jewellery. If for any reason you change your mind about your purchase, we're happy to accept returns in accordance with your statutory rights and the policy below.

Change of mind returns

If you purchase from Collective & Co. online, you have the right to cancel your order within 14 days of receiving your jewellery, without having to give a reason.

Once you've notified us that you wish to cancel, you have a further 14 days to return the item to us.

To be eligible for a change-of-mind return, jewellery must be returned:

Unworn and in its original condition
In the original packaging, where reasonably possible
Free from damage, scratches, marks, perfume, makeup or other signs of wear
With any accompanying certificates, cards or documentation supplied with the item

You are entitled to handle the jewellery to the extent necessary to establish its nature, characteristics and functioning, in the same way you would be able to in a shop. If an item has been handled beyond this and its value has been diminished, we may be entitled to make a deduction from your refund in accordance with UK consumer law.

How to request a return

Please email hello@collectiveandco.co.uk within 14 days of receiving your order, including:

Your order number
The item(s) you wish to return
The reason for your return, if you wish to provide one

We will then provide you with the return instructions.

Return postage

For a change-of-mind return, the cost of returning the item to us is the customer's responsibility, unless we have agreed otherwise.

We strongly recommend using a tracked and insured delivery service, as Collective & Co. cannot be responsible for items that are lost or damaged while being returned to us.

For items that are faulty, damaged or not as described, please see Faulty or Incorrect Items below.

Refunds

Once your return has been received and inspected, we will process your refund.

Your refund will be made to the original payment method used for the purchase. Under UK consumer law, refunds for cancelled online orders must generally be made within 14 days of us receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

For standard change-of-mind returns, we will refund the standard delivery charge originally paid. If you selected a more expensive delivery option, we are only required to refund the equivalent standard delivery cost.

Faulty, Damaged or Incorrect Items

We carefully inspect every piece before it leaves us. However, if your jewellery arrives damaged, faulty or different from what you ordered, please contact us as soon as possible at hello@collectiveandco.co.uk.

Please include:

Your order number
A description of the issue
Clear photographs of the item and packaging where relevant

Please do not return a faulty item before contacting us, as we may need to provide specific return instructions.

If an item is faulty, not as described or does not meet the requirements of the Consumer Rights Act 2015, you have statutory rights that are separate from our change-of-mind returns policy. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.

Where a return is required because an item is faulty, incorrect or not as described, we will cover the reasonable cost of returning the item.

Personalised & Made-to-Order Jewellery

Personalised, engraved or specially made jewellery may not be eligible for cancellation where it falls within the statutory exception for bespoke or customised goods.

Before placing an order for a personalised or made-to-order piece, please ensure that all details, including spelling, initials, engraving and sizing, are correct.

If a personalised or made-to-order item is faulty or not as described, your statutory consumer rights still apply.

Sale Items

Sale items are eligible for return under the same statutory rights as full-price items.

A discount or sale price does not remove your consumer rights.

Exchanges

We do not currently offer direct exchanges.

If you would like a different item, size or style, please return your original purchase in accordance with our returns policy and place a new order.

This allows us to process your return and new purchase as quickly as possible.

Jewellery Care & Wear

Our jewellery is designed to be enjoyed, but jewellery can naturally show signs of wear over time.

Damage or deterioration resulting from normal wear and tear, improper care, accidental damage, exposure to chemicals, perfumes, lotions, water or other environmental factors may not be considered a manufacturing fault.

For plated jewellery in particular, the plating can naturally wear over time depending on factors such as frequency of wear, skin chemistry, exposure to water and chemicals, and how the jewellery is cared for.

Please refer to our Jewellery Care Guide for advice on keeping your jewellery looking its best.

Important Information About Your Legal Rights

Nothing in this Returns & Refunds Policy affects or limits your statutory rights under UK consumer law.

If an item is faulty, not as described or does not meet the requirements of the Consumer Rights Act 2015, you may have rights beyond those set out in our change-of-mind returns policy.