Delivery informations

Due to changes in the UK-EU trade agreement, we are unable to guarantee a specific delivery day at this time. We thank you for your patience and want to assure you that we will do our best for you, our valued customers, with minimum disruption.

Due to the current Covid-19 situation and its impact on the logistics sector, it may take a little longer for your order to arrive. Please be assured that we are doing our best to ensure that your order reaches you as quickly as possible.

Shipping and delivery times

Delivery times are estimates only and are based on the assumption of regular business operations, excluding weekends, holidays and unexpected warehouse closures. Delivery estimates do not constitute a guaranteed delivery date. Once orders are picked up by the carrier, we are not responsible for delays caused by unforeseen complications with the carrier, incorrect/undeliverable delivery addresses, weather and other natural causes, or other factors beyond our control.

Shipping errors and disputes

It is the customer's responsibility to ensure that the delivery address is correct at the time of purchase. In the event that a customer enters and confirms an order with the wrong shipping address and fails to notify customer service before the order is packaged and shipped, the customer will be held responsible for any shipping costs associated with returning the incorrectly shipped order and/or the shipping costs associated with shipping a new order (if necessary) to the correct address.

We use reliable delivery services that offer sophisticated tracking systems to monitor the status and confirm delivery of all shipments. Once an order leaves our warehouse, responsibility for delivery rests with the delivery service. Therefore, in the event that a customer claims that an order has not been received, the tracking information, along with any confirmation of delivery, in the delivery service's tracking system will serve as proof of delivery.

Shipping requirements and restrictions

Orders must be shipped to one address only 

Orders cannot be shipped to multiple addresses, PO Boxes

For some orders the carrier may require a signature on delivery

Useful information  

The time indicated for you to receive your order is approximate, the delivery times indicated are for guidance only. We aim to deliver the Product you have ordered within the timeframe indicated; however, there may be occasions when we are unable to dispatch your order in time to meet the target dates. 

Delivery Exceptions

Sorry, but we are currently unable to deliver to: Jersey, Channel Islands, PO BOX addresses, secure home delivery boxes.

Undelivered or uncollected orders 

If delivery of an order is refused by you, we may deduct the cost of returning the goods to our warehouse from the refund.

Please note that if an order is repeatedly not received or is refused by you, we have the right to cancel your order and add an additional delivery charge caused by repeated deliveries to the refund.

For deliveries outside the EU: If you refuse to pay local taxes, charges and duties and the goods are returned to us, we have the right to deduct from the refund both the original delivery charge and the cost of returning the goods, up to the value of the original delivery charge.  

 We cannot split the delivery of an order between two recipients. Please place two separate orders online or email collectionprivee.illustration@gmail.com (Monday to Friday 9am to 5pm GMT) who will be happy to assist you with your order request. Saturdays, Sundays and all public holidays are considered non-working days.

Order cancellations 

Cancellation of an order prior to receipt of the Order Confirmation: Please contact our Customer Service Department. 

Please note that the return of Products, refusal of a delivery or failure to receive a delivery will not be considered as a cancellation notice.

If your order has been dispatched

If you exercise your right of cancellation after the item has been dispatched, please contact customer service to arrange for the return.

This is not a complete statement of your rights under the applicable distance selling legislation or any consumer protection laws applicable in your country of residence.

Return

If you do not wish to keep a product after its arrival, you have 14 days from the delivery date to return the unused product in its original condition. To do this, please contact customer service who will provide you with a returns form to complete, a returns label to attach to your parcel and the returns instructions.

Please note that we do not cover the cost of returns unless explicitly confirmed by our customer service department in writing or stated in the terms of sale.

We will issue any refunds due to you as soon as possible or within 14 days of receipt of the returned product in packaging that complies with the instructions in the returns note.

Return instructions for orders delivered outside the EU

Please note that for all returns of orders placed outside the EU, only the price paid in the online shop and the outbound delivery charges will be refunded, and the seller will not refund any taxes, fees or other charges applied to the order by your country of residence, customs or authorities.

Incorrect deliveries

If you discover that we have delivered products to you that were not intended for you, please contact our customer service department without undue delay. Please note that you will need to provide clear photographic evidence of the alleged fault or damage and we will confirm by email when your replacement order has been dispatched and when your refund has been processed, if applicable. Please note that replacements are only possible if we have the items in stock, otherwise you will be refunded. All refunds will be made by crediting the payment card originally used for the original purchase.

You will receive your refund within fourteen (14) days of the date we receive the product from you.

Return Policy

Our goal is to ensure complete customer satisfaction with our products. We take great care in packaging your order for successful delivery but unfortunately accidents do happen. If a product arrives damaged during delivery, please report it to the carrier and then contact customer service. Proof of damage will be requested for refund or replacement of the product.

 If you have any questions, please do not hesitate to contact one of our customer service representatives

collectionprivee.illustration@gmail.com

Return Instructions

If you do not wish to keep a product after it arrives, you have 14 days from the date of delivery to return the unused product to us in its original condition and packaging. You must contact customer service so that they can provide you with the return instructions, the return label and the model withdrawal form.  

Please note that we do not cover the cost of returns, unless otherwise explicitly confirmed by our customer service in writing or stated in the terms of sale.

Our customer service department will provide you with instructions for returning products, and you are required to prepare the products for return in the original packaging and condition in which they were delivered to you. All of this information is listed in the return instructions, which will be provided to you by customer service.All labels to be affixed to the packaging will be provided by our customer service department when you request the return of your package.The return shipping costs will be at our expense unless otherwise stated in the terms of sale.

Return instructions for orders delivered outside the EU

Please note that for all returns of orders placed outside the EU, Collection Privée will not refund any return shipping costs, taxes, fees or other charges applied to the order by your country of residence, customs or authorities.

If you refuse to pay local taxes, fees and customs duties and the products are returned to us, we have the right to withhold from the refund both the initial delivery costs, the return costs and the costs and taxes (including customs duties) associated with the repatriation of the products.

For all returns, within 14 days of receipt of your order, please contact customer service who will provide you with the return form to complete and the return label to stick on your parcel as well as the return instructions. 

Lost packages

Please note that we cannot credit lost packages on return shipment if proof of delivery is not available.