SHIPPING & RETURNS

SHIPPING & RETURNS

SHIPPING

Shipping Information
Collectiva Concepcion orders are delivered Monday to Friday between 9am and 5pm. As every order is unique, shipping costs will vary depending on the size, weight and destination of your chosen items. For those last minute purchases, Express delivery is available to most destinations.

This means you can purchase multiple pieces from multiple locations for one shipping fee. The amount of the Flat Shipping Fee is based on the lowest price shipping option available for the item in your order, which travels the farthest to reach you.
All relevant delivery options available for your order and to your destination will be displayed at checkout.
Shipping Times:

DHL EXPRESS: Delivery within within 3-7 days.

Please keep in mind that our shipping times should be used as a guide only and are based on time from dispatch. Collectiva Concepcion cannot take responsibility for customs clearance delays or failed payment approval, though we will try to minimize any potential delays.

DUTIES & TAXES

We include the cost of taxes and duties in your order, so you won’t need to pay any additional fees if you are located in any of the locations below:
USA, Canada, Argentina, Bolivia, Brasil, Colombia, Costa Rica, Cuba, Chile, Ecuador, El Salvador, Guatemala, Honduras, Nicaragua, Panamá, Perú, Uruguay.

If a DAP (Delivery At Place) destination is selected (i.e. customers outside of the countries listed above), the price you pay to Collectiva Concepcion will exclude all relevant import duties and sales taxes. As the recipient of the order, you must instead pay these duties and taxes directly to our carrier to release your order from customs. As we are unable to advise the exact amount, we recommend contacting your local customs office or tax authority before placing a DAP order.

SHIPPING TO USA

For international orders shipped to customers in the US, please be aware that US Customs may ask for your IRS, EIN or SSN number before enabling delivery to your address. You will normally have one week to provide this information before your order is returned to the Collectiva Concepcion partner for a refund.
Please view our Terms & Conditions for further information.

ORDER TRACKING

After placing an order, you will receive an e-mail from us containing all the details of your purchase. We may also be in touch if we need further information to verify your payment. Once your order is approved, Collectiva Concepcion aim to dispatch it within 2 business days.

Depending on your location, delivery will normally take 2-7 business days from dispatch. We’ll be sure to keep you updated with tracking information and an estimated arrival date. You can also follow the delivery progress under ‘My Orders’ in your Collectiva Concepcion account.
If you have multiple Collectiva Concepcion orders, please keep in mind that your items may arrive separately. While we aim to always deliver within the specified times, we aren’t responsible for delays due to customs clearance or failed payment approval.

RETURNS

We gladly accept returns within 14 days of the delivery date.
Fill in the online Return Form and send your returns with a shipping service of your choice; it is free of charge.
Discover further details on how to return in the Customer Care area.

RETURN POLICY

You can exercise your right to return using one of the following methods:

a) Online submission to the Vendor of the return form found in the Customer Care area completed in its entirety; in this instance, the Vendor will send you an email confirming that they have received your return request.
b) Sending the Vendor another declaration explicitly stating your decision to withdraw from the sale contract.
In instance b), your declaration must be addressed to Customer Care at the registered office of Grupo Jolc, S.A. de C.V., via Salvatierra 45, Col. San Miguel Chapultepec. In such instance, you will be responsible for proving that you exercised your right to withdraw from the sale contract correctly and within the specified time frame.
The products to be returned must be handed over to the courier within fourteen (14) days of the date you received the products purchased on www.collectivaconcepcion.com. In case you withdraw from the sale contract, you are not allowed to ask the replacement of the initially purchased garment with another garment unless the corresponding right is explicitly provided by the Vendor.
The right to return is excluded in the event that you purchased customized or personalized products, or sealed items that were opened after delivery and that cannot be returned for health or hygiene reasons.

CONDITIONS FOR EXERCISING THE RIGHT TO WITHDRAW

The right to withdraw from the sale contract shall be deemed correctly exercised if the following conditions have been fully met:
The right to withdraw has been correctly exercised within fourteen (14) days of receiving the products following the procedures set out above
The products have not been used, worn or washed
The identification tag with the disposable seal is still attached to the products as it constitutes an integral part of the product
The products are returned with their original packaging
The products are handed over to the courier within fourteen (14) days of the date you received the products purchased on www.collectivaconcepcion.com
The products are not damaged
If you have complied with the relevant conditions, the Vendor will reimburse the price of the products purchased.

PROCEDURE FOR RETURNING PRODUCTS TO THE VENDOR

You can only ship the returned items to the Vendor through the website via DHL. Please verify that you have accurately completed and included with your package all the necessary documentation for customs clearance. Customs authorities require that all such documentation be written in English. We recommend that you consult with local authorities and/or your selected shipping service to ensure that the documentation is sufficient. For further assistance, please visit our Customer Care area. .
The Vendor cannot be held responsible for parcels that are detained at customs because of lacking or insufficient documentation.

COMPLIANCE CHECKS FOR RETURNED PRODUCTS

You will be notified if the returned products cannot be accepted because they are not compliant with the conditions indicated above. In the event that your return does not comply with the terms and conditions set out in letters a), e) and f) of previous section 1, you can choose, at your own expense, to have the products returned to you. If you refuse said delivery, the Vendor reserves the right to retain the products and the amount paid for the purchase of the products.
We also remind you that you will be liable for any decrease in value of products returned to the Vendor resulting from any use of them other than what is necessary to verify their nature, characteristics and functioning. You will also be informed if your return cannot be accepted because it does not comply with the conditions indicated in letters b), c) and d) of section 1 above. In this instance, you may choose to accept a reduced refund owing to the decrease in value of the returned products, and which the Vendor will communicate to you, or choose to have the products sent back to you at your own expense. In the event of the latter, should you refuse this shipment, the Vendor reserves the right to retain both the products and the amount specified for the decreased refund owing to the decrease in value of the returned products.

REFUND TIMES AND PROCEDURES

Once the Vendor has received the returned products and checked all requirements have been met, you will receive an email confirming that the return has been accepted and the Vendor will proceed with a full refund, or, if the products are found to have decreased in value, you will receive an email informing you of the amount deducted from the refund and the Vendor will proceed with the refund of the remaining amount. Whatever the form of payment used, the Vendor will process the refund as quickly as possible and, in any case, within fourteen (14) days from the date it was informed of your decision to exercise your right to return, and once it has checked that the return was carried out in compliance with the above conditions. The time period for refunding the amount paid for purchasing the returned products depends on the form of payment used:
Purchase by credit/debit card: refund time will depend on the card company.
Payment by PayPal (if available): refunds will be credited to your PayPal account and will be visible within 24 hours from the receipt of the refund confirmation email. The actual reimbursement of the credit card associated with your PayPal account will depend on the company that issued the card.
Payment made by cash on delivery (if available): we will refund to the bank account indicated by you, so the time taken for the refund will depend on the accuracy of the information provided by you; the refund will usually take fourteen (14) days.

ITEMS RETURNED BECAUSE THEY ARE DAMAGED, DEFECTIVE OR INCORRECT

Without prejudice to the application of mandatory consumer protection provisions, if you are returning a product because of an error on our part or because it is damaged or defective, please notify COLLECTIVA CONCEPCION within thirty (30) days of receipt using the online Return Form on the website; if a product becomes faulty after the thirty (30) days please contact Customer Care to obtain further returns information. You must return the products in the same condition in which you received them. For returning the products please see section 1 and 2 above.

COLLECTIVA CONCEPCION will examine all products returned as damaged or defective and will notify you of your refund via email within a reasonable period of time. Subject to acceptance by COLLECTIVA CONCEPCION of the damaged or defective goods, products returned by you because they are damaged or defective will be refunded in full, including the cost of delivery for sending the item to you and the cost incurred by you in returning the item to COLLECTIVA CONCEPCION. In the event that COLLECTIVA CONCEPCION find no fault with the returned products, you will be notified that the returned products cannot be accepted and you may elect to have the products re-delivered to you. If you do not accept re-delivery COLLECTIVA CONCEPCION reserves the right to retain the products and the purchase price and recover COLLECTIVA CONCEPCION's fees and expenses.

IDENTIFICATION TAG

We remind you that all products sold by the Vendor include an identification tag attached with a disposable seal which is an integral part of the product. Please try on the products without removing the tag and seal. Products returned without the tag and seal will not be accepted.

CONSUMER CODE

Without prejudice to the application of mandatory consumer protection provisions, these conditions for exercising the right to withdraw from the sale contract are an integral part of the General Terms and Conditions of Sale and are governed by Mexican law, and in particular by the Federal Law For Personal Data Protection (Ley Federal De Protección De Datos Personales).