SHIPPING & RETURNS

ORDER PROCESSING

Orders placed on business days are normally processed within the same business day.

Orders placed after the daily cut-off time, during weekends, public holidays or high-demand drop periods will be processed on the next available business day.

EU DELIVERY

Estimated delivery: 1–5 business days.

Please allow up to 6 business days during high-demand periods, public holidays, carrier disruptions or deliveries to remote areas.

INTERNATIONAL DELIVERY

Estimated delivery outside the European Union: 5–15 business days.

CUSTOMS, DUTIES AND TAXES

Orders delivered outside the European Union may be subject to import duties, taxes, customs-clearance charges and local handling fees.

These charges are not included in the product price or shipping cost and must be paid by the recipient.

Kollateral has no control over these charges and cannot predict their amount.

Customs clearance may extend the estimated delivery time.

The recipient is responsible for providing any information or documentation requested by the local customs authority or delivery carrier.

DELIVERY INFORMATION

Customers are responsible for providing a complete and accurate delivery address.

Address changes are not guaranteed once an order has been confirmed.

Kollateral is not responsible for delays or failed deliveries caused by incomplete, incorrect or outdated information supplied by the customer.

REFUSED OR UNCLAIMED PACKAGES

If an order is refused, remains unclaimed, cannot be delivered because of customer-provided information, or is returned to Kollateral, applicable return shipping costs, customs charges and carrier fees may be deducted from the refund where permitted by law.

RETURNS

Customers may exercise their right of withdrawal within 14 days of receiving the order.

After notifying Kollateral of the withdrawal, the products must be returned within 14 days.

Returned items must be unworn, unwashed and free from stains, odours, damage or alterations.

All original labels, tags, accessories and packaging supplied with the product must be included.

The direct cost of a standard return is paid by the customer unless the item received is incorrect, damaged or defective.

FAULTY OR INCORRECT ITEMS

Customers who receive an incorrect, damaged or defective product must contact Kollateral before returning it.

When the issue is confirmed, Kollateral will provide the appropriate remedy in accordance with applicable consumer law and cover the necessary return costs.

REFUNDS

Approved refunds are issued to the original payment method.

Kollateral may withhold the refund until the returned goods are received or until the customer provides evidence that the goods have been sent back, whichever occurs first.

Additional amounts paid for premium or expedited delivery are not refundable beyond the cost of the least expensive standard delivery option originally offered.