ASSISTED SHOPPING

What are the different modes of shopping?

You can shop through our website www.thecollective.in or at any of our stores. For Assisted shopping online, please reach out to our Concierge Team on  1800-833-4488  and our associates will help you shop from our website.

My Account

Do I need to register to be able to shop at thecollective.in?

Yes. You need to set up an account to shop online and it allows you to

1. Track your order.
2. Review past purchases.
3. Request a return.
4. Saves your address details.
5. To help you to shop quicker on your next purchase.
6. Earn points that can be used across our stores and the website.

If you would like to register, click here

Does the Collective ship to multiple addresses for the same order?

We currently deliver to one address per order. However, if you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

Can I change my delivery address post placing an order?

Unfortunately, you cannot change the address once the order is placed. Please cancel the order and reorder with the desired address.

Are my personal details kept private?

We ensure that your personal information (including your card details, etc.) are kept confidential and it will not be shared with any third party. You can refer to our privacy policy tab.

Payment

What is the mode of payment for my order at thecollective.in?

Payment can be made through below options: -

1. Cash on Delivery (Available in selected pin codes)
2. Credit Card / Debit Card
3. Net Banking
4. Pay with Paytm
5. UPI-QR Code

What type of Cards are accepted for Payments?

We accept Visa, Master & Amex cards

How does the COD (Cash on Delivery) payment option work?

With COD you can pay in cash/card at the time of delivery of the product to our courier partner. The minimum order value for cash on delivery is Rs. 500/- & maximum order value for cash on delivery is INR 50,000/-. However, if the COD option does not show up on your payment page, this can be due any to the below reasons: -

1. Our courier partners may not have the service of COD for your pin code.
2. In case there has been multiple rejection of COD orders in the past.

Order tracking & Delivery

How can I track my order?

We process and ship all the products within 48 hours of placing an order after the order has been placed. Shipping confirmation will be sent once the order is dispatched from our end. You can also click on “My Account” section under Menu on www.thecollective.in to check your order status or through our chatbot.

When will I know the shipping details of my order?

We update the order status as soon as the product has been shipped. Once the order has been shipped, you will receive an email with the shipping details. If you have not received an email within two business days, please contact our customer care on 1800-833-4488. (From 10am to 7pm) or write to us at  customercare@thecollective.in

What is the estimated delivery time?

We deliver to select Indian Cities. We endeavour to deliver orders within 3 to 7 Business days (excludes public holidays).

For further information please contact our Concierge team.

Will I get all my products in single delivery?

Since the products could be dispatched from different location to ensure quicker deliveries, the products need not always be delivered together in a single shipment.

Do I have to pay the shipping charges?

All orders are delivered free of shipping charges.

Do you deliver internationally?

Currently we deliver only within India.

Returns & Refunds

When and how can I cancel an order?

An order can be cancelled before an order confirmation is sent to you on your registered email id. If you wish to cancel after this, please contact our  Concierge team.

Yes, we offer both exchange and return options. You can  exchange  or return items within 15 days of receiving your order. To get started, please visit the 'My Orders' section on our website. The exchange or return shall be subject to  exchange policy and return policy.

What is the return policy?

We follow a no questions asked return policy once you receive a product and choose to return it in the original packaging, tags and invoices within 15 days of delivery, subject to exchange policy and return policy.

When are returns not possible?

When the below mentioned points are not fulfilled, returns are not possible.

• Return needs to be initiated within 15 days from the date of delivery. 

  We do not accept returns on below categories:

• Innerwear
• Swimwear
• Towels
• Perfumes/Fragrances.
• Eyewear
• Watches
• Men & Women Accessories
• Gift Cards/E-Gift Cards
• Products not in their original condition with tags intact
• Damaged product.

To know more,  please click  here.

What are the modes of refund available after cancellation?

Refunds can typically happen through Collective Credits*, Original mode of payment or online transfer

* The Collective credits are points that are accrued and added to your account as credits. Each Collective credit point is equivalent to 1 rupee and is valid for a period of 1 (one) year from the date of activation/issuance to you. The Collective credits can be redeemed both at our stores and at  www.thecollective.in  to make purchases. It might take up to 48 hours, from the time of the purchase, to reflect The Collective credits in your account.

• For Credit Card/Net Banking, refunds will be done through original mode of payment. It typically takes up to 5 to 7 working days for refunds to reflect into your account.
• For Cash on Delivery Orders, the refund will be processed through collective credits. It might take up to 48 hours to reflect The Collective credits in your account.
• For Orders purchased during discounts, the mode of refund by default remains through The Collective Credits.
• Partial or full Payment made through Gift Card will be refunded to The Collective Credits

Is it possible to return the product purchased online at a store?

We currently do not have the facility to return the product purchased online at a store unless a return is raised by clicking on Drop at Store, while raising a request for return of the product, as per the below stated Return Method Process.

How do I return my order?

Order can be returned within 15 days from the date of delivery, subject to exchange policy and return policy.

There are two ways you can raise a return request-

Return Method Process

How long will it take for product to be picked?

Items will be picked within 2 – 3 working days from the date of request. If there is any delay – We request, you to write us at customercare@thecollective.in or contact our  Concierge Team.

COUPONS AND CREDIT POINTS.

Do credit points have an expiry?

The Collective Credits shall be valid and operational for a period of 1 (one) year from the date of activation/issuance to you. Please reach out to Our  Concierge Team.

How to use credit points to make purchase?

Upon adding products to your cart, on the checkout summary page, click on “Credits” →, enter the amount you wish to redeem. An OTP will be sent to your registered mobile number to verify and use the same.

How do I check the credit points available in my account?

You can check the details of credits points by clicking “Profile” → “My account” → “Credits”

What is the next step if the voucher is not working?

If you are unable to apply coupon code on the website, please write to our Concierge Team.

REWARD POINTS

Do I get Reward points for my orders?

Yes. Every purchase made using your phone number online and offline earns you a percentage of bill amount as your Reward points based on your tier. For More information on tiers, click here.

When do my Reward points get credited?

We take about 17 days post-delivery of your online order to credit the Reward points into your account.

Can I use my Reward points at The Collective Store or website?

Yes. Each point is equivalent to 1 Rupee. and can be redeemed both at our stores and at www.thecollective.in to make purchases.

Do my Reward points have an expiry?

Yes, the points earned from a purchase are valid for 365 days. If you use Reward points for an order and later return the order, the reversed points will have validity of their original credit date.

2500 Birthday Reward points will have validity period of only one month from the day it has been credited to one’s account i.e 15 day prior the birthday.

How do I view my Reward points?

You can click here to view the Reward points validity. The points cannot be transferred to any bank account or person. Points once expired will not be extended.

How do I redeem my Reward points?

Upon adding products to your cart, on the checkout summary page, click on “Reward → select “Reward” →, enter the Reward points you wish to redeem. An OTP will be sent to your registered mobile number to verify and use the same. You can redeem 99% on any subsequent purchase against any bill.

How do Reward points work during EOSS?

During EOSS, Reward points cannot be used on purchases. However, you will continue to earn Reward points on eligible purchases made during the sale, which can be redeemed on future orders after the EOSS period.

Exchange

How do I initiate an exchange?

To initiate an exchange, log in to your account, go to the "My Orders" section, find the order containing the item you want to exchange, and click on the "Exchange" button. Please follow the prompts to initiate the exchange.

What is the exchange process?

Subject to the  exchange policy ,once the exchange is initiated, the original item will be picked up from your location and returned to our warehouse. A new order will be created for the replacement item which will be delivered to your location within the 5 working days.

What happens if you would like to exchange your purchased product for a different piece and not for a different size for the same product?

As per our Exchange Policy, we do not facilitate exchange with a different product. We only replace different sizes in the same product, subject to availability. If you wish for a different product, please proceed with return of the delivered product, and initiate a fresh purchase of the chosen piece.

Which items can I exchange?

Exchange is applicable for apparel and accessories only. The Collective will replace different sizes in the same product, subject to availability. Exchange or return shall be allowed as per exchange policy.

Can I exchange an item for a different size?

Yes, items can be exchanged for a different size, subject to availability. During the exchange process, you can choose the replacement size. Any exchange shall be allowed as per the exchange policy.

What do I do if I receive a damaged or defective item?

If you have received an item with any manufacturing defect, you can initiate a return through the "My Orders" section. Exchange will not be initiated for a damaged item, but you can contact our Concierge Team.

Is there a time limit for initiating exchanges?

As per our Exchange Policy, an exchange can be initiated within 15 days from the date of delivery of shipment, subject to our exchange policy .

Can I exchange a product if I've used it?

As per our Exchange Policy, an exchange is allowed only if the items are in their original condition with tags intact and no damage to the product.

Are any discounts or offers applicable on the exchanged item?

Since exchange is possible only on the same product for a different size, the same discount shall be applied on the replacement product. There is no additional discount applicable on exchanged items. No additional coupons/promotions can be applied on the replacement item.

How do I get a refund for the exchanged item?

We do not facilitate refund for an exchanged item. In case we are unable to complete the exchange, we shall add the amount back to The Collective credit points.

Will I get refunded if the item I want to exchange is not available?

Yes, a refund will be issued in the form of The Collective credits in your account if the replacement item is not available.

How long does the exchange process take?

The exchange process duration depends on factors such as the availability of the replacement item and shipping times. The exchange process usually takes from 7 to 15 working days post the return being picked up. However, our teams will try and deliver the replaced product at the earliest. The logistics team will stay in touch with you with details, once the return is picked up.

• We do not accept Exchange on below categories:

• Innerwear
• Swimwear
• Towels
• Perfumes/Fragrances
• Bags/Wallets
• Eyewear
• Watches
• Men & Women Accessories
• Gift cards/E-Gift cards
• If there is an offer/discount/price change
• Products not in their original condition with tags intact
• Damaged product.

E GIFT CARD T&C

• The Collective E-Gift Voucher can be redeemed for any product at The Collective stores or online across India.
• It can be used on all merchandise, both online and offline, across India.
• The E-Gift Voucher is valid for six (6) months from the date of issue. The validity period cannot be extended under any circumstances.
• The E-Gift Voucher is redeemable multiple times by the bearer until the balance is fully utilised.
• The E-Gift Voucher may be redeemed in full or partially, subject to the available balance.
• The E-Gift Voucher/ E-Gift Card Credits is not redeemable for cash and cannot be exchanged for any other gift voucher or gift card.
• No duplicate will be issued if the E-Gift Voucher is lost or misplaced.
• Providing the correct mobile number and email ID is the customer's responsibility for the successful delivery of the E-GV redemption code.
• Customers must protect the E-Gift Voucher number and PIN to prevent misuse. The Collective assumes no liability in the event the PIN is stolen or compromised and will not replace the voucher or refund any balance.
• Any disputes should be referred to the company, and the company's decision shall be final.
• The E-Gift Voucher is issued subject to The Collective’s terms and conditions, which may be amended at the company’s discretion.
• All disputes are subject to the exclusive jurisdiction of courts in Bangalore, India.
• To add the E-Gift Voucher to The Collective Credits visit: https://www.thecollective.in/myaccount/wallet
• For a list of stores, visit: https://www.thecollective.in/store-locator

PHYSICAL GIFT CARD T&C

• The Collective Gift Card can be redeemed for any product at The Collective stores or online at www.thecollective.in across India.
• The Gift Card can be used on all merchandise, both online and offline, across India.
• The Gift Card is valid for six (6) months from the date of issue, and the validity period cannot be extended under any circumstances.
• The Gift Card is redeemable multiple times by the bearer until the balance is fully used.
• The Gift Card may be redeemed in full or partially, subject to the available balance.
• The Gift Card can be converted to Collective Credits - https://www.thecollective.in/myaccount/wallet; however, once converted, the value cannot be transferred back to the original Gift Card.
• The Gift Card/Gift Card Credits is not redeemable for cash and cannot be exchanged for another gift voucher or gift card.
• In the event of a damaged Gift Card, a replacement card will be issued with the remaining balance upon verification of authenticity.
• If the Gift Card is lost or misplaced, no duplicate or replacement will be issued.
• If an order placed using a Gift Card is cancelled, the refund will be credited back to Collective Credits.
• Gift Cards are non-returnable and non-refundable.
• Customers must protect the Gift Card number and PIN to prevent misuse. The Collective assumes no liability if the PIN is stolen or compromised and will not replace the card or refund any balance.
• Multiple Gift Cards may be used for in-store purchases. For online transactions, a maximum of two (2) Gift Cards can be redeemed per order.
• The Gift Card is issued subject to The Collective’s prevailing terms and policies, which may be amended at the company’s discretion.
• All disputes are subject to the exclusive jurisdiction of the courts in Bangalore, India.