Last updated: 26/11/25

Thank you for shopping with us. We want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.

1. Eligibility for Returns

We accept returns on most apparel items within 30 days of delivery, provided that:

• The item is unused, unwashed, and unworn
• All original tags and packaging are intact
• The item is in resellable condition
• Proof of purchase (order number or receipt) is provided

Non-returnable items include:

• Final sale or clearance items
• Underwear, swimsuits, or intimate apparel
• Custom, personalised, or altered items
• Gift cards

2. Return Process

To start a return, please contact us at:
customcollectiveco25@gmail.com

Once your return is approved, you will receive instructions on where to send your item.
Items returned without prior approval will not be accepted.

Return shipping costs:

• Customers are responsible for return shipping unless the item arrived damaged, defective, or incorrect.

3. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• Approved refunds are issued to your original payment method.
• Please allow 5–10 business days for the refund to process.
• Shipping charges are non-refundable, except in cases of defective or incorrect items.

4. Exchanges

We offer exchanges for the same item in a different size or colour, subject to availability.

If the item you want is out of stock, we’ll issue a refund or store credit your choice.

5. Processing Times

All orders are processed within 5–7 business days.

During peak periods (sales, holidays, or product launches), processing times may be slightly longer.

Custom or made-to-order items may require additional time.

You will receive a confirmation email once your order is placed and another notification when your order has been shipped.

6. Shipping Rates & Delivery Estimates

Shipping costs are calculated at checkout based on your location and order size.

Estimated delivery times:

    •    Standard Shipping (Australia): 3–8 business days

    •    Express Shipping (Australia): 1–3 business days

    •    International Shipping: 7–21 business days (varies by country)

Delivery delays can occur due to postal network issues, weather events, or peak season.

7. Tracking Your Order

All orders are shipped with tracking. Tracking information will be sent to you once your order has been dispatched.

8. Local Pickup (Optional)

If you offer local pickup:

Local pickup is available by appointment. You will be contacted once your order is ready to arrange a pickup time.

9. Preorders & Custom Orders

Preorder or custom items will have an estimated processing time noted in their product description.

Orders containing both preorder and in-stock items may ship together unless otherwise arranged.

10. Shipping Address

Please ensure your shipping address is correct at checkout.

We are not responsible for parcels delivered to an incorrect or incomplete address provided by the customer.

11. Lost, Damaged, or Delayed Parcels

Once shipped, delivery delays are outside our control.

If your parcel is lost or arrives damaged, please contact us within 7 days so we can assist with a claim.

12. Returns & Exchanges

Shipping fees are non-refundable.

Customers are responsible for return shipping costs unless an item is faulty or incorrect.

See our Returns Policy for full details.

13. International Taxes & Duties

International customers may be charged import taxes or duties by their country. These fees are the customer’s responsibility.