To start the return process for your order, please enter your email address and the order number below.

What items can I return?

The purchased item you wish to return must be received by us within 14 days of receiving your order.

  • They must be unused and in original condition 
  • In the original packaging

Please note we do not accept returns or exchanges on earrings due to hygiene reasons. We do not accept returns for items purchased during a sale. We do not accept returns for custom items.

Items that appear worn or used will not be refunded and will be returned to the customer.

 

How do I make a return (UK)?
  • Enter your order number and email address in the fields above and click 'start'

  • Follow the instructions and select the items you want to return

  • You will receive an email to confirm your request to make a return

  • If approved, you will receive a confirmation email with the shipping guidelines followed by a second email containing pre-paid labels

  • You can drop off your items at one of the thousands of Collect+ drop off locations

 

Can I use a different courier service to ship my item back?
  • If you choose to use a different courier service outside of CollectPlus, the cost of the shipment will not be covered by us

  • Please ensure you contact the customer service team at info@lagrottacollective.com to confirm the return shipping address

  • We recommend insuring your shipment when returning the item. Any loses of goods incurred using a different courier is not the responsibility of La Grotta Collective

  • We recommend emailing us your tracking number once the item has been shipped so we can process your exchange/return quickly

PLEASE DO NOT SEND RETURN PARCELS TO OUR REGISTERED ADDRESS. WE DO NOT ACCEPT RETURNS OR EXCHANGES AT THIS ADDRESS. LA GROTTA COLLECTIVE LTD IS NOT RESPONSIBLE FOR THE LOSS OF ANY PARCELS SENT TO THE WRONG ADDRESS.

How do I make a return (International)?
  • Enter your order number and email address in the fields above and click Start

  • Follow the instructions and select the items you want to return

  • You will receive an email to confirm your request to make a return

  • If approved, you will receive a confirmation email and one of our staff will contact you to help facilitate the international return

 
Are there any charges for return?
  • For UK returns, you will be responsible for the cost of the return, this will be deducted when we issue your refund

  • For international returns, you are responsible for the cost of the return shipping for all orders unless the item is incorrect or damaged

  • Original shipping charges are non-refundable in the event of a refund

 

How soon will I get my refund?
  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund

  • If you are approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment, within 5-10 working days

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