FAQ

Welcome to Collective Sol! We’re so happy to have you here.  Here at Collective Sol, we believe shopping online should be a really fun experience from the moment you open up your mobile or computer to that moment the mail man knocks on your door with your brand new package.

Staying in touch 

By joining the Collective email & receive $10 off your first order and have access to our latest news, products and specials. Check out our blog, like us on Facebook, follow us on Instagram. Don't forget to show us your CS style by using #collectivesol

If you can't find an answer to your question here, email us at hello@collectivesol.com.au and we'll get straight back to you. Happy customers make us happy!

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

A lot of our Fairtrade items are one of a kind handmade items that aren't always able to be restocked. If you miss out on your favourite colour or pattern, email us with an image and we'll see if we can match it with something else we may have in stock.

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’. We ship mainly with Startrack and Australia Post. Simply enter your tracking consignment number on your couriers website to find when your package will arrive.  Don’t worry if you don’t see any tracking events at first, updates can take overnight to be updated on the couriers system

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

What payment types do you accept?
We accept AfterPay, Paypal and credit card payments

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 aim to ship your orders same or 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?
All your items will be shipped together unless your order includes an item on pre-order. We'll then split the shipment and post to you what we can, and in a separate shipment will be your pre-ordered items.

How much does shipping and delivery cost?
Australian orders: 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.

International orders: Delivery costs are calculated on your region and the size of your items. Costs to your region are available once you've added all your items to your cart, and will display on the checkout page once you've entered your address. If your country is currently unavailable email us at hello@collectivesol.com.au and we can get you a quote.

Check out our shipping page for more info

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?
We do! We now offer international shipping to most countries. Delivery costs are calculated on your region and the size of your items. Costs to your region are available once you've added all your items to your cart, and will display on the checkout page once you've entered your address. If your country is currently unavailable email us at hello@collectivesol.com.au and we can get you a shipping quote.

Returns

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

Australia & NZ returns: 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.

International returns: If you change your mind, you can send your items 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. Please note we ship all international orders with Australia post, which does not accept returns from countries outside of Australia and New Zealand, which means we are unable to help in returning your item to us. You will be responsible for organising the return and the full cost of returning your item due to change of mind.

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.

Please contact us for our warehouse facility address
*Please note this is not our address, no pickups or drop-offs, 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.  It would be a huge help if you 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 and we'll process your refund or store credit as soon as possible.

Wholesale

Do you offer your range to stockists?
We do! We love seeing our range beautifully displayed in our lovely stockists stores

How do I become a stockist?
Becoming a stockist is easy. Simply fill out this form, and let us know as much as you can. We'll take a look and make sure we're a great fit, and get back to you with login details ready for you to place your order

How do I see wholesale pricing?
Once we've approved your account, you'll be able to login and see your wholesale pricing. Please note all prices once logged in are displayed GST exclusive

If you have any other questions about stocking our range, feel free to email us at hello@collectivesol.com.au

 

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?
We accept AfterPay, PayPal and credit cards.

All retail prices displayed on our website 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.

JOIN OUR INSTAGRAM

  • Bathroom goals! ✨
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Our Turkish Towels hanging pretty in the amazing bathroom at @gypsyriverhouse
  • Earthy tones & textures 🌿
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Our Freida rug pairs so perfectly with our Fairtrade Natural & Terracotta baskets. Great for your larger plants!
  • Ahh this space is so divine! 💛
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Loving this living room & our beautiful Willow rug tying in all the pretty tones ✨
  • Beach fun! ☀️
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This cutie looks like she's having a fun time hanging out in our Little Sols swing 📷 @theacelife
  • Breakfast goals 🙌
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Forever swooning over the beautiful spaces @_dimity_ creates. This outdoor area looks delightful! And how fun she's added our Bowie rug! Such a pretty set up 💕
  • La la la la Lola 🎶 〰️
We're starting to get excited for all those tropical vibes with summer on it's way! Our Lola print is such a fun summery print to have around the home! Available as a cushion in two sizes OR a throw in two sizes! 📷@juthamat_by_jem
  • The coolest rug getting around! 😉
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Our Bowie rug is such a favourite! Loving it mixed with timbers & rattan 💕
  • This little guy! 🙈
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Little Freddy having a snooze in our Noosa Hammock Swing. Isn't he just the sweetest 💕

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