HELP

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 sort products by colour, and you may enter keywords into our Search facility (click "Search", located in the top-right menu bar) to quickly filter the catalogue as needed.

Colour shortcodes may also be entered into our Search facility. This enables you to locate ALL items containing a particular colour. This is very useful for finding products which complement each other.

  • WHT = White
  • OYW = Oyster White
  • STN = Stone
  • DST = Dark Stone
  • ICE = Ice
  • PMC = Pumice
  • MST = Mist
  • CDT = Cadette
  • LGR = Light Grey
  • SKY = Sky
  • MGR = Mid Grey
  • GRY = Grey
  • STM = Storm
  • FLT = Flint
  • SLG = Slate Grey
  • DGR = Dark Grey
  • SMG = Smoke Grey
  • CHL = Charcoal
  • DSB = Dusk Blue
  • NVY = Navy
  • BLK = Black
 

Top ↑



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 & delivery fees. These will be added during the checkout process, if applicable.

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 delivery information, and complete your order.

 

Top ↑



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 My Account 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.

 

Top ↑



PAYMENT & SECURITY

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


Funds will be debited from your card either at the time of ordering, or in certain cases, at the time of despatch.

All your transactions are processed using SagePay, a secure online payment gateway that encrypts your card details in a secure host environment.

SagePay incorporates MasterCard SecureCode and Verified By Visa security checks to make sure all transactions are protected. This service requires that first register a private security password with the bank or other organisation that issued your card. Once complete, you will be automatically prompted at online checkouts to provide this password each time you make a purchase. This means that even if someone is in possession of your card details, they will be unable to complete a purchase without your private security password.

We also monitor all transactions using The Third Man, a third party security company in conjunction with SagePay. This ensures only authentic transactions are accepted, protecting all parties involved.

 

Top ↑



TAXES

Value Added Tax ("VAT") is included in the price of all goods sold on our website, and is calculated at the current UK rate. A breakdown of VAT is shown in your shopping bag at all times, and also during the checkout process. The final VAT payable will include the price paid for the goods, postage, packaging & insurance. It is not possible to claim back VAT on goods bought online. Please check regulations in your own country for more information.

You may have to pay Customs Duty, Excise Duty or VAT on goods sent outside the EU. Our shipping partner or their appointed courier will contact you and explain how to pay any fees. Goods are usually held for three (3) weeks awaiting payment before being returned to us. All goods that are shipped from us will correctly declare the contents if shipped outside the EU.

 

Top ↑



SHIPPING & DELIVERY

Shipping costs for your order will be calculated during the checkout process using your designated delivery address and chosen shipping method. Changing these options may have an effect on the total shipping cost, so please ensure you select options which closely match your requirements. The default option may not be the best one for your needs.

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.

UPS insurance covers each consignment from collection, through transit, until delivery.

A signature is required for all deliveries, at which point responsibility for all consignments passes to you. If you have specified another recipient (who is not you) for delivery purposes, then you accept that evidence of a signature by said recipient (or other appointed person) at your delivery address is evidence of delivery and fulfilment by UPS and thus accept transfer of responsibility to yourself.


 

Top ↑



RETURNS

Returns information is included in all consignments. If you wish to return an item for any reason, please ensure you read the information carefully, and ensure your returns label is securely attached to the outside of a suitable shipping carton, and is clearly visible to the courier.

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

In all cases you will need to contact UPS to schedule a collection of your carton, either from your home at a mutually agreed time & date, or from your local UPS Access Point. Use the links below to help you do this, and ensure you have your return label information to hand.


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

 

Top ↑



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.


Top ↑