Returns Policy
At Palette CollectiW & Co, we strive to provide high-quality, made-to-order garments tailored specifically for you. To ensure a perfect fit, we strongly recommend that you measure yourself accurately before placing your order. Our sizing guide is available to help you select the correct size.
Return Eligibility:
1. Made-to-Order Items: Due to the personalised nature of made-to-order garments, we do not accept returns or exchanges unless the item is defective or we have made an error in your order.
2. Defective or Incorrect Items: If you receive a defective item or an item that differs from your order, please contact us within 7 days of receiving your order. We will arrange for a return and provide a replacement or a voucher.
Return Process:
1. Contact Us: Email our customer service team at shop@collectiwco.com with your order number and a description of the issue.
2. Approval: Once your return is approved, you will receive a return authorization and instructions on how to return the item.
3. Shipping: Please ship the item back to us using a trackable shipping method. You will be responsible for the shipping costs unless the return is due to our error.
Non-Returnable Items:
• Custom-made or personalised items
• Items that have been worn, altered, or washed
• Sale items
Vouchers:
• Vouchers will be issued within 7-10 business days of receiving your return.
• Vouchers can be used for future purchases on our website.
Exchanges:
• We do not offer direct exchanges. If you need a different size or item, please return the original item (if eligible) and place a new order.
Sizing and Measurements:
To avoid any issues with sizing, please refer to our detailed sizing guide and ensure that you have measured yourself accurately. If you have any questions about sizing, our customer service team is here to help.
We hope this Returns Policy clarifies our processes and helps you shop with confidence. Thank you for choosing Palette CollectiW & Co!