FAQ
If your question is not listed below, please feel free to email us at cs@cottoncollective.com!
Q: What is your return policy?
A: Please refer to our full return policy. Read our full return policy!
Q: How do I start a return?
A: Please place the item(s) you’re returning in the original packaging and put the return label on the front and put it in your mailbox or bring it to your local USPS for return.
Q: Can I contact customer service?
A: Of course! Our team is here to answer any and all questions you may have. Please note that our customer service business hours are 9AM – 5PM/MT Monday-Friday. Although we will try to respond to your email as quickly as possible, please allow 24 business hours for us to respond. Follow ups will not be responded to any faster. Email us at cs@cottoncollective.com.
Q: I need to change something with my order. How do I go about this?
A: Once an order is processed we are unable to make any changes. You will be able to return your unwanted items (unless they are final sale) if you do so before the 30 day mark.
Q: Can I cancel or edit my order?
A: If we are able to catch your order before we start processing, we will be happy to issue you a refund minus a 10% restocking fee for the credit card fees.
We know you want your order fast so as soon as you place your order, we are on it! Regrettably, this means that we cannot make any changes to your order. This can include but is not limited to:
- Adding/Removal of a Discount Code
- Billing or Shipping Address Update
- Shipping Method Change
We welcome you to return items as listed above.
Q: When is my PRE-ORDER going to ship?
A: All pre-order information including ship date is in the description of the product. Please check the product for all questions regarding your specific pre-order.
Q: How does PRE-ORDER work?
A: If you decide to pre-order an item on our website, please note the following:
- Payment is charged immediately at checkout not when the item ships.
- Pre-ordering is voluntary and if at any time you would like to cancel your pre-order for a full refund to method of payment, please do so priorto shipment announcement on our website.
- If you need to cancel your pre-order or Update in any way, please email our Customer Service team at cs@cottoncollective.com
- If you are ordering a pre-order item with an In-Stock item, you will only be charged shipping once. We will not charge you again once your pre-order has shipped.
- For returns on pre-orders, you have 30 days from the day the order has shipped.
- We do our very best to communicate all details for pre-orders on the Product page.
- Pre-orders can take anywhere from 1-3 weeks depending on the fabric, manufacturing, quantity and details of the item.
- The date listed on the pre-order page is an approximation communicated by our manufacturer and we only update as more information is provided. If you do not see an update, then we do not have further information at this time.
Q: When can I expect my return to be processed?
A: Returns/exchanges will be processed within 5 business days of the original item arriving. If inventory is no longer available for the exchange item, we will automatically issue a refund to your original payment method.
Q: I signed up for your email list to receive the 15% code for first time customers, but haven't received it. What now?
A: Please check your junk mail as first time emails tend to end up there. Be sure to double check the email address you gave as well. If you still do not receive the code, please email us at cs@cottoncolletive.com!
Q: I forgot to add my discount code before checkout. Can you do it for me?
A: Unfortunately, our system does not allow us to retroactively apply codes. We are unable to adjust payments/pricing after an order is submitted. Please be sure to take your time and ensure all codes, credit, & discounts are applied before you hit "submit". If you forgot to use your discount code, it will still be valid to use on your next Cotton Collective purchase.
Q: Haven’t received your package from USPS yet?
A: We ship out packages within 1-2 business days of the order being received, but have no control on when it will be delivered. We have noticed some packages go from label created to delivered. Please give USPS 30 business days to deliver your package. If you don’t receive your package after the 30 business days please email cs@cottoncollective.com.
Lost Packages
Cotton Collective cannot guarantee that your package will not be lost or damaged by the shipping service. If your package is lost, please file a claim with the shipping company. Once packages are shipped from Cotton Collective and show delivered, it is your responsibility to contact the carrier.
Q: I have a question regarding fit/sizing. What should I do?
A: We're happy to help you find the perfect size! Please visit our Size Guide Page. Also check out our exact size measurements found in the description of the product. You can email cs@cottoncollective.com or send us a message via Facebook or Instagram if you have further questions.
Q: When can I expect my items to ship?
A: Your order will be shipped within 1-2 business days of placing it during business hours (Monday-Friday 9AM. – 5PM). If you place an order AFTER noon on Friday, you can expect it to ship out the following week.
Q: I live in the Phoenix area. Can I pick up in-person?
A: Our system automatically prepares orders for shipping so, unfortunately, we cannot allow anything to be picked up in-person. Worried about shipping? We try to keep our rates as low as possible AND shipping is FREE on orders of $200 or more. We also offer expedited shipping.
Q: I am not getting email notifications. Why is that?
A: Please triple check that the email address associated with your online order is correct. This is how you will be updated regarding order tracking, returns, account credits, etc.
Q: I have an Cotton Collective gift card. How do I use it?
A: Gift cards can only be used at cottoncollective.com! Simply add your gift card number to the box on the right hand side of the screen at checkout. Please note that once an order has been placed we will be unable to go back and apply your gift card for you. Please note that for privacy reasons, we do not have access to your gift card number so you will need to keep up with that to ensure you can utilize it on the site. Gift cards do not expire and you do not need to log in/ have an account to use a gift card. You can checkout as a guest.