Terms of service

Terms of Service

Last updated: 06 October 2026

Welcome to Collective & Co. These Terms of Service apply to your use of the Collective & Co. website and to purchases made through our online store.

Collective & Co. is a trading name of Estilee Potgieter, a sole trader operating in the United Kingdom.

By using our website or placing an order with us, you agree to be bound by these Terms of Service.

Please read these Terms carefully before using our website or placing an order.

1. About Collective & Co.

Collective & Co. is an online jewellery retailer offering jewellery including sterling silver, gold-plated, 9ct gold, diamond, lab-grown diamond, moissanite and other jewellery pieces.

Our jewellery may be manufactured using different metals, gemstones, finishes and plating processes. The specific materials and characteristics of each product are described on the relevant product page.

Where a product description states that an item is 9kt/9ct or 14kt gold, this refers to the stated gold purity of the relevant component or item.

Where a product is described as gold-plated, the underlying metal and plating specifications will be stated on the relevant product page.

2. Using Our Website

You may use our website for lawful purposes only.

You must not:

Use our website in a way that breaches applicable UK law
Attempt to gain unauthorised access to our website, systems or customer information
Introduce viruses, malware or other harmful material
Use our website to commit fraud or other unlawful activity
Copy, reproduce or commercially exploit our website or its content without our permission

We reserve the right to suspend or restrict access to our website where we reasonably believe this is necessary to protect our business, website, customers or other users.

3. Product Information

We make every reasonable effort to ensure that product descriptions, photographs, dimensions, colours and other information on our website are accurate.

However, jewellery is photographed under controlled lighting conditions and colours may appear slightly different depending on your device or screen.

Due to the nature of handmade, natural and/or individually finished jewellery, there may be minor variations between individual pieces.

Where gemstones or other natural materials are used, variations in colour, pattern, inclusions and appearance may occur. These characteristics are not necessarily defects.

Product photographs may also show jewellery styled with other pieces that are not included with the product being purchased. Please refer to the product description for details of exactly what is included.

4. Product Availability

All products are subject to availability.

We reserve the right to:

Limit the quantity of products available for purchase
Discontinue products
Correct errors in product availability
Refuse or cancel an order where a product is unavailable

If we are unable to fulfil an order after it has been placed, we will contact you and provide an appropriate refund where applicable.

5. Prices

All prices displayed on our UK website are in GBP (£) and include VAT where applicable.

We take reasonable care to ensure that prices are accurate. However, if a genuine pricing error occurs, we reserve the right to correct the error.

If you have already placed an order containing a product that was incorrectly priced, we will contact you before processing the order and give you the option to proceed at the correct price or cancel the order.

Delivery charges, where applicable, will be displayed during checkout before you complete your purchase.

6. Orders

When you place an order through our website, you are making an offer to purchase the products in your basket.

After placing your order, you will receive an email acknowledging receipt of your order. This does not necessarily mean that your order has been accepted.

Your order is accepted when we send you an order confirmation email confirming that your products have been dispatched or that your order has otherwise been accepted.

We reserve the right to refuse or cancel an order where there is a reasonable basis for doing so, including suspected fraud, pricing errors, stock availability issues or errors in the order.

If we cancel an order after payment has been taken, you will receive a full refund.

7. Payment

Payment must be made using one of the payment methods available at checkout.

Payments are processed through third-party payment providers. We do not store your complete payment card details on our own systems.

You confirm that you are authorised to use the payment method provided when placing an order.

8. Delivery

We deliver to the destinations shown as available at checkout.

Estimated delivery times are provided for guidance and are not guaranteed unless expressly stated otherwise.

Once your order has been dispatched, you may receive tracking information where available.

We are not responsible for delays caused by circumstances outside our reasonable control, including postal delays, courier disruption, strikes, severe weather or other events beyond our control.

If your order does not arrive within the expected delivery timeframe, please contact us so that we can investigate with the relevant delivery provider.

9. International Orders

If we offer delivery outside the UK, international orders may be subject to import duties, taxes, customs charges or other fees imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are the responsibility of the customer.

Customers are responsible for ensuring that they are permitted to import the relevant products into their country.

10. Returns, Refunds and Cancellations

Our Returns & Refunds Policy forms part of these Terms of Service.

For online purchases, UK consumers generally have a statutory right to cancel an order within 14 days of receiving the goods, followed by a further 14 days to return them, subject to applicable exceptions.

Nothing in these Terms limits or excludes your statutory consumer rights.

Please refer to our Returns & Refunds Policy for full details of our returns procedure.

11. Faulty or Incorrect Products

We take care to ensure that all jewellery is inspected before dispatch.

If you receive an item that is faulty, damaged on arrival, incorrect or not as described, please contact us as soon as reasonably possible.

Your statutory rights under the Consumer Rights Act 2015 are not affected by these Terms.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.

Please do not dispose of or alter a faulty item before contacting us, as we may need to inspect it.

12. Jewellery Care

Jewellery should be cared for according to the care instructions provided by Collective & Co.

Jewellery, particularly plated jewellery, can naturally change in appearance with wear.

Exposure to:

Water
Perfume
Cosmetics
Lotions and creams
Cleaning products
Chlorine
Salt water
Sweat
Chemicals

may accelerate wear or deterioration.

Normal wear and tear, accidental damage or damage resulting from failure to follow reasonable care instructions does not necessarily constitute a manufacturing fault.

Our jewellery care guidance is available on our website.

13. Personalised and Made-to-Order Jewellery

Certain products may be personalised, engraved or made specifically to your requirements.

Where permitted by UK consumer law, personalised or bespoke products may be excluded from the statutory cancellation right that applies to standard products.

Before submitting an order for a personalised product, you are responsible for checking that all information supplied to us, including names, initials, dates, measurements and engraving details, is correct.

This does not affect your statutory rights where a personalised product is faulty or not as described.

14. Gift Cards

If we offer gift cards, they may only be used in accordance with the terms stated at the time of purchase.

Gift cards cannot be exchanged for cash except where required by law.

Lost or stolen gift cards may not be replaceable where we are unable to verify ownership or the original purchase.

15. Intellectual Property

All content on the Collective & Co. website, including but not limited to:

Product photography
Lifestyle photography
Product descriptions
Logos
Branding
Graphics
Website design
Text
Videos
Illustrations
Product names

is owned by or licensed to Collective & Co. and is protected by applicable intellectual property laws.

You may view and use the website for personal, non-commercial purposes.

You must not reproduce, copy, modify, distribute or commercially exploit our content without our prior written permission.

16. User Reviews and Content

If you submit a review, photograph, comment or other content to Collective & Co., you confirm that:

You own or have the necessary rights to submit the content
The content does not infringe another person's rights
The content is not unlawful, defamatory, misleading or offensive
The content does not contain malicious software or harmful material

By submitting content to us, you grant Collective & Co. permission to use, reproduce and display that content for legitimate business and marketing purposes, subject to applicable law.

We reserve the right to remove content that we reasonably consider inappropriate, unlawful or inconsistent with these Terms.

17. Website Accuracy

We aim to keep our website accurate and up to date.

However, we do not guarantee that:

The website will always be available
The website will be completely free from errors
All information will always be current
The website will be compatible with every device or browser

We may update, modify, suspend or discontinue parts of the website from time to time.

18. Links to Other Websites

Our website may contain links to third-party websites.

These links are provided for convenience only. We are not responsible for the content, availability, security or privacy practices of third-party websites.

Your use of third-party websites is subject to their own terms and policies.

19. Limitation of Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

This includes liability for:

Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Breach of statutory consumer rights
Any other liability that cannot legally be excluded or limited

Subject to the above, Collective & Co. will not be responsible for losses that were not reasonably foreseeable at the time the contract was formed.

Nothing in these Terms affects your legal rights as a consumer.

20. Events Outside Our Control

We will not be responsible for failure or delay in performing our obligations where this results from circumstances beyond our reasonable control.

This may include:

Natural disasters
Severe weather
Fire
Flood
War
Terrorism
Industrial disputes
Transport disruption
Internet or telecommunications failures
Government action
Supplier disruption
Other events outside our reasonable control

Where such an event occurs, we will take reasonable steps to minimise any resulting disruption.

21. Privacy

Your personal information is handled in accordance with our Privacy Policy.

Please read our Privacy Policy to understand how we collect, use, store and protect your personal information.

22. Changes to These Terms

We may update these Terms from time to time.

The latest version will always be published on our website, together with the date it was last updated.

Changes will not affect orders that you have already placed unless required by law.

23. Governing Law

These Terms are governed by the laws of England and Wales.

If you are a consumer living in another part of the UK, you may also have the benefit of any mandatory consumer protection rights available to you under the law applicable in your jurisdiction.

Any disputes will be subject to the jurisdiction of the courts of England and Wales, except where mandatory consumer law provides otherwise.