Refund policy
Overview
We have a 30-day return policy, which means you have 30 days after placing your order to request a return or exchange. To be eligible for a return or exchange, items must meet all of the following conditions:
- In original, resaleable condition - unworn, unscratched, and showing no signs of wear or tear
- Spinning mechanism fully functional and undamaged
- No bent components
- Original pouch included and in good condition
- Original correct barcode intact and attached
- Receipt or proof of purchase required
How to Request a Return
To start a return, use our self-serve portal (link in our footer) or contact us via our contact page, and we will provide instructions on where to send your item. Items sent back to us without first requesting a return will not be accepted.
For all domestic returns and exchanges (within the United Kingdom), a prepaid postage label will be provided to you upon request approval. The cost of this label will be deducted from your refund amount, or charged at the point of exchange. We do not offer free returns.
Multiple Returns Processing Fee
If you initiate 2 or more separate return requests within a 30-day period, we will add an additional £4 processing fee to each request.
International Returns
If you are returning an item from outside the United Kingdom, you are responsible for arranging and covering the full cost of return postage. We do not provide postage labels for international returns.
You must also place a note inside your parcel clearly stating your order number. Returns received without an order number note will be rejected outright and no refund will be processed.
Due to international tax regulations, we are unable to offer direct exchanges on international orders. Instead, we offer store credit, a gift card, or a refund.
All international returns come with a £3 processing fee.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect, so that we can evaluate the issue and make it right.
Exchanges
Exchanges are the quickest and easiest way to receive the correct size or an alternative style. To process an exchange, contact our customer service team at support@calmcollectiveco.com before sending anything back. Do not return your item before contacting customer support.
For domestic exchanges, a postage label will be provided upon approval and the cost deducted accordingly. Once your return is received and inspected, we will issue a new order for your preferred size or style - so you do not need to wait for a refund to be processed before placing a new order.
Please note that exchanges are not available on sale items, including promotional or free gifts with purchase.
Promotional & Discounted Orders
If your original order included a promotional discount - such as a 3-for-2 offer, a bundle discount, or any order-level or product-level promotional pricing - any refund issued will be calculated on a proportionate basis.
This means that the refund amount for any returned item will reflect the effective price paid per item within the order, not the full retail price of that item in isolation.
Example: If you purchased 3 items at £40 each under a 3-for-2 promotion (total paid: £80) and return 1 item, your refund will be £26.67 (one-third of the £80 total paid), not £40.
This policy applies to all promotional mechanics including but not limited to: 3-for-2, multi-buy discounts, bundle offers, and any discount code that reduces the overall order value.
Non-Returnable Items
Certain items cannot be returned, including:
- Sale items or items received as a free gift with purchase
- Gift cards
- Perishable goods, custom or personalised products, and personal care goods
Please get in touch if you have questions about a specific item.
European Union - Goodwill Returns Window
As a gesture of goodwill, if your order is being delivered within the European Union, we will honour a 14-day window in which you may request to cancel or return your order for any reason and without justification. This is offered at our sole discretion and does not constitute a legal obligation. All standard return conditions apply - items must be unworn, in original condition, with original packaging and proof of purchase. You are responsible for the cost of return postage for all international returns, including those from the European Union.
Refunds
We will notify you once we have received and inspected your return, and confirm whether your refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that the cost of the return postage label will have been deducted from your refund where applicable. Please allow additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us via our contact form.
Please note that original outbound shipping costs cannot be refunded.
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