FAQ

SHIPPING

Does COLLEC ship internationally?

We ship globally. Please contact our Customer Care team if you require specific request or requirements for shipping.

Which courier will you be sending my order with?

We work with different courier companies depending on your location and the type of shipping you have requested. We will email you immediately after purchase with tracking information for your particular courier service.

What is the estimated delivery timeframe?

You should receive your jewelry order within 7 days, although international shipments may at times require longer time. Please contact our Customer Care team to provide you the best possible estimate of the delivery timeframe.

How can I track my order?

Once your order has left us, you will receive an email containing the appropriate number to track its progress online. You can also contact our Customer Care team to receive information on the progress of your delivery.

What are the delivery costs?

You will be able to see the shipping costs for your order at checkout. We offer free shipping for all orders above 95 EUR worldwide.

Will I be charged extra sales tax?

All the prices displayed online on COLLEC.com are inclusive of sales tax.

What happens if my order is returned?

If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, you will be responsible for the repeat delivery costs.

Will I be required to pay import duties?

For clients located outside of the Hong Kong, the prices you see online will exclude import duties. As the recipient of the order, you will be required to pay these duties directly to the courier to release your order from customs.

We can help you with any queries about this before you order. Please contact Customer Care for assistance with your specific enquiry.

My delivery is late/missing

We apologise for this inconvenience. Please contact our Customer Care team immediately and we will rectify the situation as quickly as we can.

PAYMENTS

Is my payment secure?

Our customers' privacy is of the utmost importance to us. All submitted personal and payment information are encrypted for your security.

EXCHANGE & RETURN

How can I exchange or return a product ?

We are committed to your happiness. Our products are meant as meaningful keepsakes that you cherish. Try your purchases in the comfort of your own home and if you need to send them back we will be happy to exchange or refund your order within 14 days of purchase. All exchanges and returns must be accompanied by a copy of your proof of purchase.

Please make sure your items are returned in a new and unused condition and in their original packaging in order for us to process an exchange or refund. Feel free to reach out to our Customer Care team to discuss your personal situation and options.

GIFTS

Can my gift be wrapped?

We wish to make your gifting experience memorable. If you are purchasing a COLLEC jewelry as a gift, please make sure to let us know by checking the “gift option” at checkout. We will wrap your jewelry item with care in a gift wrapping.

Can I attach a gift card to my gift?

You will have an opportunity to write a personal note at checkout, which we will hand-write onto a lovely COLLEC gift card, and attach with love to your parcel.

OTHER

How can I best care for my COLLEC jewelry?

Over time, dust, pollution and daily wear can all add to the gradual dulling of your piece. We suggest that your jewelry receive periodic professional maintenance. You can take your pieces to a local jeweller to be cleaned, or contact our Customer Care team so we can assist you in finding the right answer.

When you are not wearing your piece we suggest it be kept in it’s box. If you are travelling with your jewellery we suggest that individual pieces are kept in separate bags or boxes.

Please do not use a liquid jewelry-dip to clean your piece - these products can cause lasting damage to your jewelry.

If you have any concerns about protecting your COLLEC jewelry, please reach out to our Customer Care team.

Are the products featured on the site actual size?

Due to photography layouts and screen sizes, the products are not actual size on the site. The actual size of the products is specified in the “Product Details” on each Product Page. We also aim to display photography of ambassadors and models to help you understand the true size of the jewelry pieces.

Can you guarantee the authenticity of my COLLEC jewelry?

In order to guarantee the authenticity of COLLEC jewelry, we advise you to buy online at www.COLLEC.com or our official partners.

Are the COLLEC jewelries covered by a Warranty?

We guarantee our jewels 1 year. This warranty is international and applicable on every product and covers loss of brightness and breakage.