Carbon Collective retains full ownership of the products until full payment has been obtained.
Can an order be cancelled?
It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. If your order has been sent, you will have to return the products in order to receive a refund. However, shipping charges will not be refunded.
Can an order be changed?
It is not possible to change your order once it has been sent. This also includes changing the size of a product, removing an item, changing the delivery address or payment method. This may only be applicable if the order has not been dispatched.
All packages over 1kg are dispatched via DHL or DPD from our warehouse in the Midlands.
Packages under 1kg are dispatched via Royal Mail – First Class Tracked.
Orders will be dispatched same day if possible (Monday-Friday). If placed after 2pm this may not be possible. So please allow 1 day for handling.
Typical delivery times after the package has left our warehouse:
- 1 working day to the United Kingdom
- 3 working days to Europe
- 6 working days to the Rest Of the World
If nobody is at the address when the courier attempts delivery, a note is left in the mailbox and our courier leaves with the package. Another attempt to deliver will be made the next day. A total of three attempts to deliver will be made. If delivery is not possible, the package will be returned to us. When you find the DPD/DHL note in your mailbox, contact them via the text or email sent to you and arrange another delivery address, time or provide information such as “the package can be left with neighbour or in the garden” etc.
You can have your package delivered to your work address if this is more convenient for you. This should just be included as the Delivery Address. Please ensure that you change the post code from the original address. Please note that it is not possible to make a delivery to a PO box.
How much is the freight charge?
The freight charge is always dependant on your location and the weight of the parcel. We always opt to ship with couriers to ensure a safe and swift transit.
We reserve the right to change shipping charges, but our prices are always in correspondence with our courier’s prices.
We want all our customers to be pleased with their order and receive the highest quality products possible.
If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service at [email protected]
If you send us an e-mail, include as much information as possible. Include your order number, what is faulty or incorrect and provide a photograph (if applicable).
If you have received a parcel which has been damaged in transit, please email our customer service a photograph (needed to identify extent of damage) and we will be able to find a suitable solution via a replacement or refund.
If you are not completely satisfied with your order, simply return the unused product(s) in its original, unbroken packaging within 14 days of receipt for a refund.
Sorry, but we cannot offer free returns. You must pay for the freight to return the goods and this must also be arranged by yourself. The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the products.
If possible, please use a trackable shipping service and keep your proof of purchase until you receive your full refund from Carbon Collective.
When we receive the product, we will refund the value of the purchased the product, but unfortunately we cannot refund the original shipping. All products must be returned unused and in their original packaging. Packaging cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund.
How to Return an Order
Please contact us to authorise a return or receive advice on how to remedy an issue you may have.
If you would just like to return the order, please dispatch it to the following address. (Please note: When you return an order, it is vital to enclose the order number as well as your name and address. Without these details we may not be able to process your refund. Please enclose this information within your returned products.)
Return Address is:
Unit 5, Gresley Close
It may take up to 14 days for us to receive your return, depending on which postal service you use.
Once we receive the returned order, we will inspect the products and process a suitable refund, within 48 hours.