Refund policy
Return & Refund Policy
At Collen, customer satisfaction is our priority. Every product is carefully inspected before shipping to ensure it meets our quality standards. If you need to request a return, refund, or exchange, please review the policy below.
Returns
Returns are accepted within 30 days after your order has been delivered.
To qualify for a return, the item must:
- Be unused, unwashed, and in its original condition.
- Include all original packaging and tags.
- Be accompanied by proof of purchase.
The following items cannot be returned:
- Customized or personalized products.
- Panties or intimate items.
- Clearance items, gift cards, or store credit purchases.
- Products showing signs of wear, stains, perfume, damage, or missing packaging.
Refunds
Refund requests must be submitted within 30 days of delivery.
- If your item arrives damaged, defective, or has a manufacturing fault, you'll receive a full refund or a replacement. In most cases, returning the item will not be necessary.
- If the return is for personal reasons (such as size or preference), you may either return the item at your own shipping expense for a full refund or keep the item and receive a partial refund, depending on the situation.
- Refunds are issued to the original payment method after the returned item has been inspected and approved.
Please note that original shipping charges are non-refundable.
Refund Processing
- PayPal refunds: 5–7 business days.
- Credit/Debit card refunds: 5–7 business days.
- Processing times may vary depending on your bank or payment provider.
Order Cancellation
Orders can only be cancelled within 60 minutes of purchase, provided they have not entered processing.
Exchanges
If your item is defective or damaged, we will replace it free of charge.
For exchanges due to size or personal preference, please contact us within 7 business days after receiving your order. Our support team will help you find the best solution.
Return Shipping
Before returning any product, please contact our Customer Support team at support@collenstudio.com with your order number, reason for the return, and any relevant photos.
We'll provide the appropriate return instructions and the address of the nearest return facility.
- Return shipping costs are the customer's responsibility unless the item is defective or shipped incorrectly.
- Shipping fees are non-refundable.
- For higher-value returns, we recommend using a trackable shipping service.
Parcel Not Received
If your tracking shows your package as delivered but you have not received it, please contact us with your order number and any available information. We will investigate the shipment together with the shipping carrier.
Need Help?
If you have any questions regarding returns, refunds, or exchanges, please contact us at support@collenstudio.com.
Our Customer Support team responds within 1 business day, Monday through Friday.