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Faqs

 

FAQS

WHO DO I CONTACT WITH QUESTIONS?
IF YOU HAVE ANY QUESTIONS OR CONCERNS REGARDING YOUR ORDER, PLEASE EMAIL CUSTOMERSERVICE@KOLLARCLOTHING.COM

OUR CUSTOMER SERVICE TEAM IS AVAILABLE MONDAY TO FRIDAY FROM 10AM TO 6PM (WEEKENDS AND HOLIDAYS EXCLUDED). EMAILS ARE TYPICALLY RESPONDED TO IN 1-2 BUSINESS DAYS.

DO YOU SHIP TO P.O. BOXES?
WE DO NOT SHIP TO P.O. BOXES.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
ALL ITEMS WILL BE PROCESSED AND SHIPPED WITHIN 2-6 BUSINESS DAYS UPON RECEIPT OF YOUR ORDER AND PAYMENT. ORDERS PLACED OVER THE WEEKEND WILL NOT BE PROCESSED UNTIL THE FOLLOWING BUSINESS DAY.

DO YOU RE-STOCK YOUR INVENTORY?
ON OCCASION, WE WILL RE-STOCK SOME OF OUR ITEMS. PLEASE FOLLOW US ON INSTAGRAM AND SIGN UP TO OUR NEWSLETTER LOCATED AT THE BOTTOM OF OUR WEBSITE TO BE NOTIFIED OF NEW COLLECTIONS OR RESTOCKS. YOU CAN ALSO CLICK "NOTIFY ME WHEN AVAILABLE" ON THE PRODUCT PAGE OF THE OUT OF STOCK ITEM.

CAN I GET A REFUND OR MAKE AN EXCHANGE?
WE ACCEPT RETURNS & EXCHANGES WITHIN 14 DAYS OF ORDER PLACED. PLEASE SEE OUR RETURN POLICY HERE.

DECLINED CREDIT CARD?
WE DO NOT RECEIVE FUNDS FOR DECLINED TRANSACTIONS, THOUGH THESE CHARGES MAY STILL APPEAR ON YOUR ACCOUNT AS PENDING OR PROCESSING. DECLINED CHARGES ARE CLEARED, AFTER WHICH THOSE FUNDS BECOME AVAILABLE AGAIN. THIS PROCESS USUALLY TAKES A FEW DAYS. FOR A MORE ACCURATE TIMELINE WE SUGGEST CONTACTING YOUR BANK, AS THEY ARE THE ONES RESPONSIBLE FOR CLEARING THOSE CHARGES.

CAN I COMBINE DISCOUNTS?
A LIMIT OF ONE (1) DISCOUNT MAY BE APPLIED TO EACH ORDER. DISCOUNT CODES CANNOT BE USED IN CONJUNCTION WITH FREE SHIPPING DISCOUNT CODES, CLEARANCE OR SALES OR ANY OTHER TYPE OF DISCOUNTS. KOLLAR CLOTHING HAS THE RIGHT TO HOLD AND/OR CANCEL ORDERS THAT USE MORE THAN ONE DISCOUNT CODE. 

DO YOU DO PRICE ADJUSTMENTS?
KOLLAR CLOTHING DOES NOT PARTICIPATE IN PRICE ADJUSTMENTS.

HOW DO I TAKE CARE OF MY CLOTHING?
TO KEEP YOUR KOLLAR CLOTHING PIECES LOOKING THEIR BEST, FOLLOW THE INSTRUCTIONS ON THE INSIDE OF THE GARMENT. FOR BEST RESULTS, MACHINE WASH ITEMS INSIDE OUT IN COLD WATER, HANG TO DRY.

I PURCHASED A KOLLAR PRODUCT FROM ANOTHER RETAILER. HOW DO I HANDLE RETURNS?
UNFORTUNATELY, WE CAN ONLY ACCEPT RETURNS  FROM PURCHASES MADE FROM KOLLARCLOTHING.COM

 

SHIPPING

ALL ORDER PLACED ON KOLLARCLOTHING.COM FROM MONDAY-FRIDAY WILL BEGIN PROCESSING THE FOLLOWING BUSINESS DAY. PLEASE NOTE, ORDERS PLACED ON FRIDAY WILL BEGIN PROCESSING ON THE FOLLOWING MONDAY, AS OUR SHIPPING DEPARTMENT IS CLOSED ON WEEKENDS.

ALL ITEMS WILL BE PROCESSED AND SHIPPED WITHIN 2-6 BUSINESS DAYS UPON RECEIPT OF YOU ORDER AND PAYMENT BEING PROCESSED.

AVERAGE SHIPPING TIME IN NORTH AMERICA IS 3-5 BUSINESS DAYS.

FOR INTERNATIONAL SHIPMENTS, YOU CAN EXPECT YOUR ORDER TO ARRIVE WITHIN 10 TO 20 BUSINESS DAYS.

PLEASE ENSURE THAT YOUR DELIVERY ADDRESS IS CORRECT WHEN PLACING YOUR ORDER AS KOLLAR CLOTHING WILL NOT BE HELD RESPONSIBLE FOR ANY MISSING, MISDIRECTED, OR LOST GOODS IF AN INCORRECT DELIVERY ADDRESS IS PROVIDED.

DUE TO HIGH DEMAND DURING SALES TIME OR HOLIDAY SEASONS, PLEASE ALLOW FOR LONGER THAN REGULAR SHIPPING & PROCESSING TIMES.

WE OFFER FREE SHIPPING FOR NORTH AMERICAN ORDERS OVER $300. WE DO NOT OFFER FREE SHIPPING FOR INTERNATIONAL ORDERS.

TRACKING YOUR ORDER
ONCE A PURCHASE HAS BEEN COMPLETED, YOU WILL RECEIVE A CONFIRMATION OF YOUR ORDER CONTAINING THE DETAILS OF THE SAID ORDER. AFTER THE ORDER HAS BEEN PROCESSED AND SHIPPED OUT, YOU WILL RECEIVE A SHIPPING CONFIRMATION EMAIL WITH THE TRACKING DETAILS.

ITEM AVAILABILITY
KOLLAR CLOTHING ENSURES THAT ONLINE AVAILABILITY MATCHES THE INVENTORY WE HAVE ON HAND. HOWEVER, UNDER CIRCUMSTANCES SUCH AS SALES OR HOLIDAY SEASONS, IF AN ITEM PURCHASED IS NOT IN STOCK, YOU WILL RECEIVE AN EMAIL NOTIFICATION FROM US AND YOUR ORDER WILL BE REFUNDED.

ORDER CANCELLATION
KOLLAR CLOTHING RESERVES THE RIGHT TO CANCEL ANY ORDERS SUSPECTED OF FRAUDULENT ACTIVITY. WE HAVE AN ALGORITHM IN PLACE TO DETECT SUCH ORDERS, AND ANY ORDERS CANCELED BECAUSE OF THIS WILL BE NOTIFIED BY EMAIL AND WILL BE REFUNDED IN FULL. 

SALES TAX & DUTIES

CANADIAN ORDERS

PURCHASES MADE IN ONTARIO ARE SUBJECT TO A 13% HST RATE.

PURCHASES MADE IN BRITISH COLUMBIA ARE SUBJECT TO A 7% PST AND 5% GST RATE.

PURCHASES MADE IN PRINCE EDWARD ISLAND ARE SUBJECT TO A 14% HST RATE.

PURCHASES MADE IN NEWFOUNDLAND ARE SUBJECT TO A 13% HST RATE.

PURCHASES MADE IN NOVA SCOTIA ARE SUBJECT TO A 15% HST RATE.

PURCHASES MADE IN NEW BRUNSWICK ARE SUBJECT TO A 13% HST RATE.

ALL REMAINING CANADIAN PROVINCES ARE SUBJECT TO A 5% GST RATE ON PURCHASES.

INTERNATIONAL ORDERS
INTERNATIONAL ORDERS ARE SUBJECT TO ANY DUTIES AND/OR TAXES OR MAY REQUIRE A BROKER TO CLEAR THE PACKAGE. THESE ARE IMPLEMENTED BY THE COUNTRIES CUSTOMS. BY PURCHASING FROM KOLLARCLOTHING.COM YOU ARE RESPONSIBLE FOR SUCH CHARGES. SHOULD YOU REFUSE TO PAY ANY DUTIES/TAXES ASSOCIATED WITH YOUR ORDER, YOUR ORDER WILL BE RETURNED TO US AND YOU WILL BE CREDITED FOR THE FULL AMOUNT YOU PAID, MINUS FULL SHIPPING COSTS.

 

 

 

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