DELIVERY & RETURNS

STANDARD DELIVERY (EXCLUDING LARGE ITEMS):

UK Mainland – £5.95
Northern Ireland, Scottish Highlands, Offshore Isles, Channel Islands, Isle of Man – £16.00
Republic of Ireland – £16.00
USA, Canada, Australia & New Zealand - £60

EU delivery is temporarily on pause while we make sure we can comply with Brexit rules and regulations. We hope to resume normal service as soon as possible.

 

Items (excluding large items such as furniture, mirrors and lighting), are shipped via Royal Mail or Transglobal Express, where a signature may be required.

Delivery of large items such as furniture, mirrors and lights can be arranged but please call us on 02089730808 to discuss the cost and logistics.

We will usually process and dispatch orders within 2-3 working days of receipt of your order but this may increase at busy times of year when orders may take a little longer to process. If you are in a rush to receive your items, then please do call or email us and we will endeavour to do what we can to meet your requirements

Please note that International Deliveries may incur further postage charges based on final weight and size of packed orders. These costs cannot be calculated until your order has been placed. You will be contacted directly before your order is dispatched if further postage costs are required

Please note these costs include delivery only and therefore customers outside of the UK may be subject to import duties and taxes, which are levied once a shipment reaches your country.

You, (the customer) are responsible for purchasing goods which you are lawfully able to import and for the payment of import duties and taxes of any kind levied in your country. We recommend you contact your local customs office for further information.

 

CLICK AND COLLECT

Click and Collect orders can be picked up from our shop during specific hours.

The address is:

The Collecterie
79 High Street
Teddington
Middlesex
TW11 8HG

If you have placed a click and collect order with us:

• Please wait for confirmation that your order is ready for collection before travelling to the shop to collect.
• Please check current opening hours before travelling to the shop to collect.
• Please bring a copy of your order confirmation together with photographic ID and the card that you paid with.

 

PACKAGING

We recycle our packaging. Where possible we send out packages in reused cardboard boxes, often ones that have originally come from our suppliers, Whilst we try hard not to invest in plastic, we may recycle bubblewrap or plastic protectors we have received rather than sending it straight to landfill and reuse it to keep your goods safe in your parcel. Our parcels may not be the prettiest from the outside, but your products will safely be wrapped beautifully inside the box.

Thank you for your understanding and support.

 

RETURNS

We want you to be happy with every item you receive, but we understand that there are occasions you may want to return an item.

If you are not entirely satisfied with your purchase, please contact us within 14 days of delivery to let us know you wish to return your item(s) for a full refund or exchange, excluding original delivery fees. Then please send the item back to the shop within 14 days of notifying us of your intention to return.

Please fully inspect goods on delivery and take care to keep all packaging until you are happy with the product as we can only accept returns with original packaging. Returned items must be in their original condition, with all packaging and labels still intact.

You are responsible for covering the cost of returning items to us and their safe return. You must ensure all items are packaged securely and sufficiently to withstand their return journey. We recommend that you return goods using an insured, recorded delivery service. We cannot refund items lost or damaged in transit back to us.

We can arrange a collection for unwanted items at a charge, please contact us for more information.

 

EXCHANGES

We are unable to offer exchanges online.

 

REFUNDS

If you cancel a contract and are entitled to a refund, we will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your valid notice of cancellation.

We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.

Please note that non-refundable items include old furniture or vintage items, earrings or body accessories, skincare and anything edible.

Any items that are bespoke and made to order or altered to order are non-returnable unless faulty.

If goods are lost in transit from us to you and this is confirmed to us by Royal Mail or the courier service used, we will either send new goods or offer you a full refund, including delivery charges.

 

FAULTY ITEMS

If you believe your item is faulty, please contact us at [email protected] straight away. We will be able to advise you on the next steps and will help to organise a return or a replacement.

Please DO NOT attempt to assemble or fix an item yourself or via a third party as this will affect your entitlement to a refund, compensation or reimbursement. We also ask that you do not return a faulty item without contacting us first.

If an item is agreed to be faulty or defective, you will not be responsible for covering the returns postage cost

 

DISCLAIMERS

“Vintage” and “Antique” means that the item has not recently been made and also means it has been used in the past. Antique and vintage furniture and products have been chosen for their aesthetic value and character, and their condition will not be perfect which is part of their charm. Surface scratches and dents for instance, are well in keeping with age and use. We endeavour to describe all items as best as possible and provide as many details as we can, but please do call if you require more information about any of our products.

Old furniture and other vintage pieces are non-returnable unless faulty.

Please note wooden products may warp or expand when subject to changes in temperature and humidity. Never leave wooden items near radiators or in full sunlight, under a window for example.

Many of the items sold are handmade using traditional techniques or rustic or natural materials and therefore:

• will vary from the picture on the Website as no two items will be identical.
• Will have small marks, differences or imperfections in keeping with their hand made nature

These reasonable product imperfections do not constitute defective items. If you do not like their appearance, please follow the refund and returns procedure set out above. You will be responsible for the return postage cost.

 

PLEASE RETURN GOODS TO:

The Returns Department
The Collecterie
79 High Street
Teddington
Middlesex
TW11 8HG