Returns/Shipping Policy

 *** Please note the global social distancing measures are affecting our store as well which means order fulfillment and shipping is taking longer than usual.

Our standard fulfillment estimate of 3-5 business days is currently closer to 5-7 days for all non-apparel and non-digital orders.

We offer international shipping. Please carefully read details below regarding shipping rates.

 

Delivery

When will I get my order?

It takes 3-7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

USA: 5- 8 business days

International: 10-15 business days

Where will my order ship from?

All non-apparel and non-digital orders ship from Los Angeles. Apparel orders are shipped through our on-demand order fulfillment company with facilities worldwide.

 

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

● Check your shipping confirmation email for any mistakes in the delivery address (also check your spam folder).

● Ask your local post office if they have your package.

● Stop by your neighbors in case the courier left the package with them.

 

Pro tip: Package theft is on the rise— If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be!

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at kollectivekoils@gmail.com with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

Pro tip: The zip code is the most important part of the address. Use a simple tool like USPS ZIP code lookup to make sure you get it right!

 

Customs for International Orders

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

 

Orders

How are your products made?

All hair products are handmade to order at our location in Los Angeles. Apparel orders are fulfilled through a third-party with locations worldwide, so depending on where you are, your orders are prepared and shipped from that facility.

How do I track my order?

If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at kollectivekoils@gmail.com.

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at kollectivekoils@gmail.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order.

We’ll get back to you with a resolution as soon as possible!

 

Returns

What’s your return policy?

We have a NO REFUND policy. We DO NOT ACCEPT returns or exchanges. Please ensure you are choosing the correct size item before placing your order.

Do you offer refunds?

Store credit is available if you receive the wrong items or damaged items under certain circumstances and will be provided within 7 days after delivery. 

If any of these apply, please contact us at kollectivekoils@gmail.com with photos of wrong/damaged items and we’ll sort that out for you.