Returns & Exchanges

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

✨ RETURNS — AT A GLANCE

Return window: 14 days from purchase
Return options: Exchange, store credit, or refund
Condition: Items must be unworn with tags attached
Return shipping: Paid by customer
Refunds: $8 shipping fee deducted (including free shipping orders over $200)
Exclusions: Sale items, jewellery, lingerie, body products, dried flowers & perishable goods

RETURNS & EXCHANGES

If for any reason your purchase isn’t quite right (incorrect size, colour, or simply not what you expected), you may return it for an exchange, store credit, or refund (excluding original shipping), provided it is in new and saleable condition.

Return window: 14 days from the date of purchase.

To be eligible, items must be:

  • Unworn and unused

  • With original tags attached

  • In original packaging

  • In the same condition as received

Refunds & Shipping

  • Approved returns may be refunded to the original payment method minus the $8 shipping fee.

  • If your order originally qualified for free shipping (orders over $200), an $8 shipping fee will be deducted from your refund.

  • Original shipping charges are non-refundable.

NON-RETURNABLE ITEMS

The following items cannot be returned or exchanged:

  • Perishable goods (including cake mixes and chocolate)

  • Dried flowers

  • Body washes and soaps

  • Lingerie

  • Jewellery

  • Sale items

Please choose carefully when purchasing these products.

HOW TO REQUEST A RETURN OR EXCHANGE

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

Include:

  • Your order number

  • Item(s) you wish to return

  • Whether you would like an exchange, store credit, or refund

  • If exchanging, the item you would prefer

We are happy to hold your requested exchange item where possible until your return is received.

RETURN SHIPPING

  • Customers are responsible for return shipping costs.

  • For exchanges, any additional postage costs are payable before the new item is sent.

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

Return address:
Collective — Attention Hannah
Shop 32, 363 Colombo Street
Christchurch, Canterbury
New Zealand

FAULTY ITEMS (IMPORTANT)

If you believe your item is faulty, please contact us immediately at thecollective.hannah@gmail.com with photos and details.

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