Returns & Exchanges

RETURNS & EXCHANGES

We want you to love your purchase. If something isn’t quite right, we’re here to help.

✨ RETURNS — AT A GLANCE

  • Online orders: Eligible for exchange, store credit, or refund
  • In-store purchases: Eligible for exchange or store credit only
  • Return window: 14 days from purchase
  • Condition: Items must be unworn with tags attached
  • Return shipping: Paid by customer
  • Refunds: $8 shipping fee deducted from refunds (including orders originally shipped free over $200)
  • Exclusions: Sale items, jewellery, lingerie, body products, dried flowers & perishable goods

ONLINE VS IN-STORE RETURNS

Online Orders

We understand shopping online can be difficult when you can’t try items on first. Eligible online purchases may be returned within 14 days for an exchange, store credit, or refund, provided items are returned in original condition.

In-Store Purchases

For purchases made in-store, we offer exchanges or store credit within 14 days for eligible items. We do not offer refunds for change-of-mind purchases made in-store.

RETURN ELIGIBILITY

To be eligible for a return, items must be:

  • Unworn and unused
  • In original condition
  • With original tags attached
  • Returned in original packaging where applicable

Returns that do not meet these conditions may not be accepted.

REFUNDS & SHIPPING

Approved refunds will be returned to your original payment method minus the original shipping fee.

Orders that originally qualified for free shipping (orders over $200) will have an $8 shipping fee deducted from the refund amount.

Original shipping charges are non-refundable.

NON-RETURNABLE ITEMS

The following items cannot be returned or exchanged:

  • Sale items
  • Jewellery
  • Lingerie
  • Body washes and soaps
  • Dried flowers
  • Perishable goods including cake mixes and chocolate

Please choose carefully when purchasing these items.

HOW TO REQUEST A RETURN OR EXCHANGE

Please email us at:
📧 thecollective.hannah@gmail.com

Include:

  • Your order number
  • The item(s) you wish to return
  • Whether you would prefer an exchange, store credit, or refund
  • If exchanging, the item you would like instead

Where possible, we are happy to place exchange items on hold until your return is received.

RETURN SHIPPING

Customers are responsible for return shipping costs.

For exchanges, any additional postage costs must be paid before the replacement item is sent.

We recommend using a tracked shipping service, as returned items remain your responsibility until safely received by us.

Return Address

The Collective — Attention Hannah
Shop 32, 363 Colombo Street
Sydenham, Christchurch 8011
New Zealand

FAULTY ITEMS

If you believe your item is faulty, please contact us as soon as possible at:
📧 thecollective.hannah@gmail.com

Please include photos and a description of the fault.

Where a product is confirmed faulty, your rights under the Consumer Guarantees Act 1993 will be fully honoured.