Frequently Asked Questions
Do I need an account to place an order?
Yes. By creating an account you’ll enjoy the following benefits:
- Track your orders and review past purchases
- Add pieces you love to your Wish List
- Save your address and card details so you can shop even quicker in future
What payment method is accepted?
We accept payments with VISA, Mastercard and American Express.
Can I change my order once it has been confirmed?
Depending on the status of your order, it may be possible to cancel an item or change it to a different size. Please note, we’re unable to combine or add an item to an existing order.
If you need to make any amendments to your purchase, please call our Customer Care team as soon as possible and we’ll see what we can do.
Where is my package shipped from and why do I receive separate packages?
Talia Collective facilitates the connection between conscious, sustainable brands and our community. For this reason, packages will be shipped directly by the brands we work with to you and you will receive different parcels if you order from different brands in the same basket.
Talia Collective offers Standard Shipping to help keep emissions low.
As brands ship your items, the team at Talia Collective will update your profile where you will be able to find tracking numbers for each item ordered. When a new tracking number is added to your profile, you will also be notified via email.
How much is the shipping fee?
A £9 / €10.36 flat shipping fee is applied to your cart at checkout, no matter how many items are included in your order.
Some Homeware products will have a specific shipping fee, displayed at checkout.
When and how can I use my tracking number?
As soon as your order is dispatched you will receive a shipping confirmation from Talia Collective and the tracking number will be added to your profile on the website. The tracking number will be active when the carrier has picked up and scanned your shipment, which is why the number may not work the minute you receive it in the shipping confirmation.
What if I am not home when my order is delivered?
Please make sure you are home to receive your order. If you are not home the courier will get in touch to reschedule a delivery or ask you to pick up the parcel at one of their fulfilment centres.
In Europe, UPS will store your package for up to 10 days before shipping back to the Seller. If this happens, please get in touch with Talia Collective customer care and we will discuss your options.
If you have paid customs duties and taxes on a package that is returned to the Seller, you will not be entitled to a refund of the customs duties and taxes paid.
Do I have to pay taxes and customs duties?
Depending on where you are based and where your parcel is shipped from, you may be charged customs duties and taxes. We have added a note about this in each product page under the ‘Shipping & Returns’ tab.
We strongly suggest you check the information included in this tab before finalising your purchase.
Talia Collective is not able to calculate the exact amount for taxes and duties at check-out at this stage.
There could be a delay in delivering your order if you don’t pay the charges immediately.
Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
If for any reason you don’t pay the import or duty charges, then we have the right to charge you for any additional costs that might be charged to us because of this. Once you have paid, your order will be delivered to you.
Please note that if you are requesting a refund for an item you paid duty for, we are unable to refund the duty as it is not collected by us.
What are the delivery times?
Orders are processed from Monday to Friday. Orders received at the weekend will be processed on the Monday.
Delivery times vary depending on the brand you will be purchasing from. All relevant information has been included in the ‘Shipping & Returns’ tab in each product page. If your package did not arrive within the time frame mentioned, please contact email@example.com quoting your order number.
Remember that made-to-order items have a longer delivery time frame, which you can check in your item’s page in the ‘Description’ tab.
How can I return my items?
Talia Collective is an intermediary, connecting people and the best sustainable brands.
For this reason, the item to return is to be shipped back directly to the Brands. To make it easier for you, the brand’s return policy is included in each product page under the ‘Shipping & Returns’ tab. Make sure to check your brand’s policy to ensure a compliant return.
If you have any doubt or would like assistance, please do not hesitate to contact the Talia Collective team at firstname.lastname@example.org and we will be happy to help you or connect you with the brand.
What should I do if I receive an incorrect / defective item?
If you receive an incorrect or defective item, please inform us or the brand immediately.
When will I be refunded?
Once your brand receives and validates your return, we will be notified and we will refund your account. Please take into account that the process of delivery and validation of your return can take up to 30 days.
Will my refund still include taxes and/or duties?
At the moment, your refund will not include taxes and duties paid for delivery..
Why is my return taking longer to process?
Your return may take slightly longer to process as the brands we work with have enhanced health and safety measures in place to protect teams and customers.
How can I contact you?
You can contact us by sending an email to email@example.com and a member of the team will come back to you as soon as possible.
What size should I order?
You can find a size guide in each product page and we have included some additional sizing information in the ‘Fit & Care’ tab of each product page. If you have any doubt, please feel free to contact us at firstname.lastname@example.org
What is made-to-order?
Some of the brands we work with will produce the items you purchase only when they receive your order.
How long will I have to wait for?
Production time will vary from brand to brand and it is mentioned in each product page.
Can I return items that are made-to-order?
Items that are made-to-order will be produced especially for you and each brand has different policies about returns. Please refer to the policies mentioned in the ‘Shipping & Returns’ tab in each product page.