faq's

orders

can i cancel or modify my order?

unfortunately, we are not able to cancel or modify an order once it has been placed.

i put the wrong address in my order

please be careful when entering your shipping address, collet will not be responsible for orders sent to the incorrect delivery address provided by the customer. contact us as soon as possible, we will try to help as best as we can.

i didn’t receive my order confirmation

sending order confirmations can sometimes take up to 24 hours due to high demand. if you have not received your order confirmation email after 24 hours, please contact us.

do you offer returns/exchanges?

we offer a full refund within 10 days after receiving your item(s). collet does not cover the shipping cost during a refund. the cost of the return label will be deducted from the refund amount.

products must be in its original condition, unused and unopened to be eligible for a refund. all our items are packed in clear packaging. please check your items before opening. to start your return process, contact us via our contact us page or email us at inquiries@collet-official.com for a return label.

at this time, we do not provide any exchanges. please read our refunds & exchanges policy for full details

my items arrived damaged/incorrect

in the unlikely event that a product arrives damaged/incorrect, please contact us via our contact us page or email us at inquiries@collet-official.com within 10 days of receiving your order.

what is preorder?

we release pre-order about a week before the actual launch. you can place a pre-order for 10-20% off regular price.

note that orders will be processed after the actual launch, so expect longer wait times than regular products. also note that if you place a pre order items with other regular items, it will be shipped out all together, which may result in longer wait times. we recommend you to order pre-order items separately.

shipping

what is your processing time?

we strive to process and ship all orders within 2-3 business days. once shipped, delivery times may vary depending on your location. for more details, check out our shipping policy.

where do you ship to?

we currently ship within canada. we will soon be shipping within united states as well. please sign up for our email to know when we start shipping to other countries!

can i track my order?

yes! once your order has shipped, you will receive an email with the tracking number. if you can't find it or need any help with it contact us via our contact us page!

products/wholesale

i'm looking for a specific product, can you help me source it?

we are constantly on the lookout to introduce new supplies to our shop. please contact us via our contact us page and we will see if we can make it happen!

how often do you restock?

restock dates vary depending on product availability. please sign up for our emails to find out when your favourite products will be back in stock!

do you offer wholesale pricing?

yes we offer wholesale pricing and/or select discounts for salon businesses. if you are interested, please contact us via our wholesale inquiry page

payment/reward

what forms of payment do you accept?

we accept online payments via visa, mastercard, afterpay, and paypal.

i didn't get my rewards point after purchasing your products

you must sign into your rewards first, then make a purchase in order for our system to accumulate points. if you have already purchased our products and have not gotten your rewards point, please contact us via contact us page and we will make changes accordingly.

more questions? contact us