Help

Select from the following topics, for more information and assistance:


FINDING PRODUCTS

Enter the Calm Collected catalogue via either Shop Woman or Shop Man then use our different garment categories to locate products you may be interested in. Within each category you can filter products by colour and available size. You may also enter keywords into our Search facility (click the search icon located in the top-right menu bar) to quickly search the catalogue as needed.

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PLACING AN ORDER

When you have located your desired product, select your required colour and size options (if applicable) and click "Add To Bag" to place the product into your shopping bag. Repeat this process as many times as you wish until you have gathered all products you require. You may view, amend quantities or delete items from your shopping bag at any time using the Bag link at the top of each page. This also shows a running total of your purchases, inclusive of taxes, but exclusive of shipping fees. Shipping will be calculated and added during the checkout process. When all required products are in your shopping bag, proceed to the Checkout where you will be prompted to create an account (or sign-in to an existing one), enter your payment and shipping information, and complete your order.

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YOUR ACCOUNT

A new account will be created for you during your first checkout process with us, however you may also create or update an account at any time whilst on our website. Clicking on Sign In/Register will give you options to create a new account, or sign-in to an existing customer account using an email address and a password.

If you have forgotten your login details, click the Forgot Your Password? link to begin the account recovery process, and follow the prompts to recover or reset your password.

Once logged-in to your account, you can view recent account activity, update your information (including billing and shipping addresses), and your preferences for wishlists, product reviews and newsletter subscriptions. If you continue to experience difficulties in accessing your account, please don’t hesitate to get in touch using the details on our Contact Us page, and we’ll do our best to help you.

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PAYMENT & SECURITY

We currently accept electronic online payment only, from the following providers:

  • Visa
  • Mastercard
  • Maestro
  • JCB
  • Discover
  • Amex

All your transactions are processed using Braintree, a secure online payment gateway that is part of the Paypal family. Braintree incorporates advanced real-time fraud protection security checks to make sure all transactions are protected. Funds will be debited from your card either at the time of ordering, or in certain cases, at the time of despatch.

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TAXES & INTERNATIONAL ORDERS

Value Added Tax ("VAT") is included in the price of all goods displayed on our website, and is calculated at the current UK rate. VAT is applied to all orders shipped to the UK and EU destinations. For all other world wide destinations taxes will be removed at the checkout. As the recipient of an international order outside of the UK and EU you are responsible for all import duties and administration charges that maybe applied by your local Customs. Import charges vary depending on the local Customs rules and we advise that you make yourself aware of these before placing an order for international shipment.

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SHIPPING & DELIVERY

Shipping costs for your order will be calculated during the checkout process using your designated delivery address and chosen shipping method.

Calm offers Express FREE shipping worldwide. Free Shipping applies to all orders above £200 in the UK, £300 in the EU and above £500 for the USA and all other countries.

We have chosen UPS to be our shipping partner. Full details of UPS’s current service status, terms & conditions, consignment insurance, and consignment tracking options can be found on the official UPS company website.

All stated delivery times begin from the moment your order is accepted and includes a 24-hour period for your order to be processed and dispatched by our warehouse. Please note this may extend to 48 hours or more during exceptionally busy periods, however we will always do our best to keep delays to a minimum. For international customers, we always work closely with our shipping partners to minimize the potential impact of customs delays.

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RETURNS

Returning your items is easy.  Simply create a returns request for the order in the ‘Orders’ page in your online store account or drop us a line at help@calmcollected.com and we will gladly assist you with your return.

Please note that whilst UK returns are free-of-charge, all International return shipments must be arranged and paid for at your own expense. If necessary we can assist with this process, but please contact us PRIOR to placing an order if you have any concerns about subsequently returning your item.

Please contact us for approval BEFORE returning any items, and include your order number in all communications to assist us in locating your order.

You are covered by UK law in the case of your goods being faulty, not as described, or not doing what they are supposed to. Please inform us of the fault straight away, and return the goods as described above. Your return will be inspected and if faulty, a full refund will be provided within 14 days of us receiving the goods. Refunds will be in the manner of original payment, and we may contact you to confirm your details before proceeding.

For unwanted purchases, or exchanges, you have 14 days in which to inform us that you no longer want the supplied goods, and a further 14 days in which to return them to us. Please inform us that you no longer want the item(s) or wish to exchange them, and return them as described above. Your return will be inspected and if they meet our returns requirements below, a full refund will be provided within 14 days of us receiving the goods. Refunds will be in the manner of original payment, and we may contact you to confirm your details before proceeding.

Unwanted items or items for exchange MUST be returned as follows:

  • In original saleable condition.
  • In their original packaging.
  • With all labels & swing tags attached & intact.

Calm Collected reserves the right to reduce or refuse refunds if any of these conditions are not met. In all cases, please ensure you retain proof of purchase. You can read more about the law concerning refunds & returns on the UK Government website.

If you wish to send anything back to us in addition to items covered by your returns label, the address for returns is:

Calm Collected

Unit 1C Warehouse K

Royal Victoria Docks

London, E16 1DR

United Kingdom

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ORDER HISTORY

You may view the status of your current order, plus any historical orders within the dashboard of Your Account. If you have any queries about current or previous orders, please do not hesitate to get in touch with us via the details shown on our Contact Us page.

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