Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Restock fee is 20%.

 

Submit a return request

Click the profile icon in the store's menu, or go to the refund policy or a returns page, and then request a return.

  1. Log in to your account:
    1. In the "Email" field, enter your email address, and then click "Continue".
    2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
    3. Go back to the online store, and then enter a six-digit verification code.
  2. Click "Request return" for the order that you want to submit the return for.
  3. If your order has more than one item, then select the items that you want to return.
  4. Select a return reason and add a note for the store.
  5. Click "Request return".

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at shop@collective.cards. 






Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


If you received a wrong item there will be no restock fee (full refund).


If the packaging was opened and returned, if the items returned are damaged (abuse during return shipment or by you), signs of use, or the returned items were not in the original packaging the restock fee will be up to 50%.


If the items returned were used, damaged or counterfeits sent back the restock fee will be up to 100%.


If packaging and items were damaged, lost or missing contents due to the shipping carrier please file a claim with the carrier as most items are shipped with insurance and are eligible for refunds through the carrier. We do not issue refunds due to carrier issues as they now handle claims directly from consumers. We will assist in every way possible with a claim.
https://www.usps.com/help/refunds.htm
https://www.ups.com/us/en/support/file-a-claim.page
https://www.fedex.com/en-us/customer-support/claims.html


Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards. A sale item can be but not limited to a price with a strike through, items inside a sale collection (titles can involve words synonymous with sale), items that are visibly displayed with damage in photos, etc.





Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


 


Order Cancellation 
If you cancel an order before fulfillment (before you receive a tracking notification and/or fulfillment email), there will be an order cancellation fee. See below for fee schedule:


If purchased online using:
Consumer Card - Domestic - 3% + $0.30
Commercial, Corporate or Business Card - Domestic - 3.6% + $0.30
Shop Pay Installments - Domestic - 6% + $0.30
Consumer Card - International - 4% + $0.30
Commercial, Corporate or Business Card - 4.6% + $0.30


If purchased in-person using:
Card - 2.7% + $0.10
Shop Pay Installments - 6% + $0.30


 


European Union 14 day cooling off period 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.





Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@collective.cards.