FAQ

Welcome to Collective Sol. We’re happy to have you here.  Collective Sol is committed to making your shopping experience an enjoyable one, from the moment you visit our shop through to the enjoyment of your purchases in your home.

Staying in touch 

By joining the Collective email, you will have access to our latest news, products and specials. Check out our blog, like us on Facebook, follow us on Instagram.

If you can’t find the answer to your question here please contact us at hello@collectivesol.com.au and we’ll be sure to get back to you shortly.

Ordering:

How do I know if an item is in stock?

If you are able to add the item to your cart, we have the item in stock ready to ship to you

I have seen an item on the website and now it no longer appears. Do items come back in stock?
We try to ensure we restock our items as soon as possible, if you’d like a time frame on when your favourite item will be available to purchase, contact us at hello@collectivesol.com.au

Has my order been placed successfully?

If you’ve received a confirmation email from us, your order has been placed successfully.  If you’re not sure, feel free to contact us at hello@collectivesol.com.au with your Name and date of purchase

How do I change my order after purchasing?
If you change your mind on an item you’ve purchased, please contact us immediately, as once your order has been processed (usually the same day) we aren’t able to make changes

What happens after I place my order?
Once you’ve placed your order, you’ll receive an order confirmation email.  We then process your order, it’s picked and packed, wrapped beautifully and packaged to be shipped safe and sound with our courier.  Once it’s been dispatched you’ll receive an email providing tracking details.

How do I track my Order?

Once your order has been dispatched, your tracking number and courier service provider are displayed in the ‘dispatch email’. Please head to Startrack’s website: https://www.startrack.com.au/  and enter your tracking consignment number in the relevant fields.  Don’t worry if you don’t see any tracking events at first, updates can take overnight to be updated to Startracks system

If you need help, please contact us at hello@collectivesol.com.au

What payment types do you accept?
All payments are processed through PayPal, either through your established account, or through a secure credit card link.

How do I use promo codes on the site?
If you have a coupon promo code you’d like to use, once you’ve added your chosen items to your cart, on your cart review page you’ll see a box to enter your coupon code.  If you’re having any problems please contact us at hello@collectivesol.com.au

Shipping & Delivery

How long will it take before I receive my order?

We ship next day!  Delivery times will vary depending on your delivery address.  See our Shipping page for further information about when you can expect to receive your delivery.

I bought multiple items, will they be shipped together?

Wherever possible we’ll ship your items together.

How much does shipping and delivery cost?

We offer FREE shipping for all orders over $100.  Otherwise for orders under $100 a flat rate shipping fee of $9 Australia Wide.  See our Shipping page for further information.

What happens if I’m not home at time of delivery?

Your parcel will be left at your specified delivery address.  Please ensure you specify where your delivery can be left if you’re not home at time of delivery.  If nothing is specified, the driver will leave your parcel at the front door.  It is your responsibility to ensure this is a safe location and if it’s not, please specify another address or leave instructions for a safe location ie. Leave at the side door.

What if I forget to put in details of where my parcel is to be left?
If no delivery instructions are specified, you accept Collective Sol’s delivery terms, and automatically agree for authority to leave the parcel at the front door of your specified address.

Do you deliver Australia-wide?

Yes, we deliver Australia-wide. In some cases we may not be able to deliver certain items to the door in regional or remote areas.

Can I have my items delivered to my workplace?

Yes, we can deliver items to your place of work. If you wish to have your order shipped to your work address, please specify your company name and be very specific about the address details such as unit numbers, or "level" where delivery is to a multi-storey office building. We do not take any responsibility for items that cannot be successfully delivered due to inaccessibility or work place policy that prevents deliveries.

Can I have my items delivered to a PO Box?

No, unfortunately we cannot deliver to PO Boxes.

Do you deliver internationally?

No, unfortunately we do not ship to addresses outside Australia at this time.

Returns

I want to return an item – how do I do that?

We're here to help, so if you change your mind or your order is not quite right for some reason, it can come back to us anytime within 30 days of receipt of your items. Once we receive your returned item, we'll give you a store credit or full refund of the purchase price (less the initial delivery charge), whichever you prefer.

To help us process your return as quickly as possible:

1. Please contact us via hello@collectivesol.com.au to let us know to expect your return (include your name, your order number and whether you'd prefer a refund or store credit). If you choose the store credit option for your return, we will happily apply a store credit to the value of 110% of the item returned.  You can use your store credit towards future purchases.  This means you will get an extra 10% if you choose to spend these funds shopping with us again.

2. Please label the parcel you send back to us as per below:

ATTN: Returns Processing

Your Name

Your Order No.

Warehouse Facility

56 Northgate Drive

Thomastown VIC 3074

*Please note this is not our address, no pickups or dropoffs, this is our warehouse processing facility.

Returned items must be unused, in the condition you received them, and in the original packaging. You will be responsible for return shipping costs. Your refund will be processed and applied to your credit card or original method of payment as soon as possible. Depending on your credit card company, it may take up to an additional 10 business days after your credit is applied by Collective Sol, for it to be available as credit and for it to appear on your credit card account statement.  Alternatively, you may wish to choose Collective Sol “Store Credit” instead of a refund. Collective Sol store credit may be used for future purchases via the Collective Sol website. Where store credit is chosen, Collective Sol will send you an email as confirmation of the store credit having been applied to your account.

Damages

My item is damaged, what do I do?

We're so sorry to hear that - it breaks our heart too! Please let us know straight away if something in your order is damaged.  If we could trouble you to send a photograph of the damage to

hello@collectivesol.com.au along with your name, your order number and whether you'd prefer a refund or store credit it will help us process your refund or store credit as soon as possible.

Sign in / Log in

I'm having trouble signing in to the site?

Make sure you use the email address you supplied when you first registered with us. Make sure you type in your password correctly. If you're still having trouble, try clearing your temporary internet files ("cookies") and trying again. If you're still not able to sign in, try using “Forgot your Password" to request a new password. Once you receive your new password, please re-type it carefully from the email into the sign in form. After you're logged in you can go to the "My Account" section and change your password to something more to your liking.

Payments

What payment methods do you accept?

All payments are processed through PayPal and can be processed through a PayPal account, or processed with a credit card.

All prices displayed on our web site are in Australian dollars and include applicable taxes such as GST.

All payments are processed in Australian dollars.

Safety and Security

Are my credit card details saved for next time?

No. We have no access to your bank details and we do not store your credit card details.

How do I know my transactions are secure?

We understand that trust, safety and security are at the heart of a good online shopping experience.  That’s why when you purchase from Collective Sol the details of your transaction are passed through a secure server that uses the strongest level of encryption we can offer (256-bit SSL). Please note however, that some older web browsers are not able to support 256-bit SSL encryption and we encourage you to ensure your own browser and security software is always up to date.

Towels

What material are Collective Sol Towel Range made from?

We meticulously select handcrafted towels that we know have outstanding quality.  We source 100% Turkish Cotton, or a combination of Turkish Cotton and bamboo for that super soft feeling.  All materials are grown sustainably in Turkey, are super soft – the more you wash it the softer it will get, making it a staple for years to come.

What are Turkish Towels?
Also referred to as Peshtemals, Pestemals or Hammams, these Turkish towels are handcrafted in Turkey based on century old traditions.

What do I use my Turkish Towel for?

Our beautiful Turkish Towels are extremely versatile and lots of our customers use theirs as a beach towel, bath towel, throw, scarf, travel essential towel, baby sling, baby blanket, wrap, yoga mat, picnic rug bed throw.  The uses are endless.

How long will my Turkish Towel take to dry?

The carefully woven Turkish Towels are tightly knit from thin, high quality Turkish cotton and Turkish cotton/bamboo mixed thread, providing the perfect balance between absorbency and softness, which makes it perfect as a towel.  The more you use and wash your towel the more absorbent it becomes.

 

Why does my Turkish Beach Towel look a little different to the photo?

Our Turkish towels are handcrafted on traditional looms from the Aegean region of Turkey.  Each towel being meticulously hand woven, giving every towel its own nuances and unique beauty.

Hammocks

Can I leave my hammock outside?

Yes you can.  Though to preserve the beautiful colours and softness of your hammock it is best not to.

What weight load can my hammock support?

Your hammock can support up to 100kg.

Does my hammock include cushions?

Our Noosa Hammock includes 2 comfy matching cushion 45cm x 45cm with filling.

Does my hammock include fittings?

All our hammocks are supplied with the cross spreader bar, rope affixed to the bar, and an ‘O’ Ring.  You’ll need to purchase additional hooks such as an ‘S’ ring to affix to your wall.

Rugs

What styles of rugs do you offer?

We currently sell a beautiful round rug that is a popular addition to any picnic, floor rug or as a play mat in the home.  Stay tuned as we’re releasing our next line of rugs in different shapes and sizes very soon.  Join our newsletter to be kept up to date.

Blankets

What materials are your blankets?

We currently offer 100% Turkish Cotton blankets.  These super thick blankets are perfect as a throw for your home, couch or bed.  Luxurious and soft, in a range of different colours and patterns.  Shop the collection now.

Care

How do I wash my Collective Sol product?

Beach Towels

Hand wash or gentle machine wash cycle in cold water, use mild detergent and lie flat to dry.  For further information and instructions please see our Care Page.

Blankets

Hand wash or gentle machine wash cycle in cold water, use mild detergent and lie flat to dry.  For further information and instructions please see our Care Page.

Rugs

Roundie Rug - Hand wash or gentle machine wash cycle in cold water, use mild detergent and lie flat to dry.  For further information and instructions please see our Care Page.

Hammocks

To clean small marks from your hammock we recommend to spot clean with warm soapy water, use mild detergent.  We suggest to clean while hanging.  If you prefer to clean the whole hammock, dampen/wet with a hose, use warm soapy water to remove marks, and a light soft bristle brush and leave hanging to dry or over the clotheslines.

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