Refund policy
Returns for Refund
We accept returns of unused items within 30 days of receipt, for a full refund or exchange. To be eligible for a return, your item must be in perfect, unworn condition with original packaging. If more than 30 days have passed since your order was delivered, unfortunately, we can’t offer you a refund.
Gift cards and custom items are non-returnable and non-refundable.
To complete your refund request, go to My Account for a fully automated return process. On the My Account page, enter your email and we'll send you a login code, or login directly with your Shop account. Once logged in, you'll be directed to your Orders page, with a complete view of your order history and the option to "Request return". Selecting this option initiates the return process, submits the return to us for approval, and once approved, generates a free return shipping label. When we receive your return, we'll notify you, and if you requested either a refund or an exchange, you'll also receive notification of the credit or replacement shipment.
Refund Processing
Once your returned item(s) is(are) approved, received, and inspected, we will send you an email notification that we have received your return. If the return meets the conditions mentioned above, then your refund will be processed, and a credit will automatically be applied to your original form of payment within 1-3 business days, depending on the typical transaction-processing timeframe for your specific payment method.
Late or Missing Refunds
If you haven’t received a refund after your return has been approved and we've notified you that we've received it, your bank account or credit card company may still be processing the refund. It may take some time before your refund is officially posted. Please allow up to 5 business days for the refund to post to your account.
If 5 or more business days have elapsed since we notified you about receipt of your return, please contact your bank or credit card company to inquire about the refund. If you’ve done all of this and you still have not received your refund, please contact us at customercare@collectivehearts.co.
Returns for Exchange
Exchanges of new, unworn items in original packaging are accepted within 30 days of receipt. Follow the return process above, locate your Order in My Account, and choose a new item for the exchange.
We replace items free of charge if they are defective or damaged upon delivery, within 90 days of receipt only. Items that have been subjected to unusual or excessive wear and tear are not eligible for free replacement. If you need to exchange a defective or damaged item, contact us at customercare@collectivehearts.co and include a clear photo and description of the defect/damage. In return, we'll email you instructions and a prepaid shipping label, so you can send the original item back to us. Once received and approved, we'll promptly send you the replacement item(s). Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Return Shipping
To return your product, go to My Account for our fully automated return process. Once your return has been approved, we'll provide you with a label for free return shipping. Place your return item in a padded envelope or a box, securely affix the return label, and drop your package off at the appropriate shipper location.