Returns

All purchases made using Affirm, AfterPay, Klarna, or ShopPay are Final Sale.

Returns and exchanges are accepted within 14 days of purchase except for artwork, sale items, custom furniture, and floor models which are all final sale.  Items must be undamaged and in original condition. Any item marked Final Sale on our website, Instagram, or in-store, is not eligible for return, exchange or store credit. Please contact us at 214-213-7331 in order to begin your returns process.

Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. The buyer is responsible for return shipping costs.

Refunds will be processed upon the receipt and inspection of returned items. Please allow 3-7 business days to process.

Local pickup orders that are not picked up within 7 business days (unless otherwise communicated to The Collective), will be refunded, and a 20% restocking fee will apply.

Shipped orders that are refused upon delivery and returned to the store will be refunded, and a 20% restocking fee will apply, if the customer is not reachable via phone or email within 7 business days.

Artwork

Due to the custom and limited nature of the artwork, all art is final sale.

All artwork ships within 2 weeks, or is available for local pickup at our Dallas showroom. Shipping charges are not included in this estimate and will be invoiced separately. Once the artwork selection and shipping invoice have been paid, your piece will be prepared for transit.  We employ a trusted network of couriers that specialize in moving fine art.  This allows your investment to be protected and handled with care.  Any artwork over the size of 30 x 40 will need an art courier for delivery vs. a common carrier like FedEx or UPS.

If you would like a shipping quote on an item before purchasing, please call our store at 214-213-7331.

 

Damaged Non-Furniture Items

If you find that the contents within your package are damaged upon arrival, please do not discard of the packing materials or box until instructed to do so. Contact us immediately and take pictures of the damaged items and the damaged packaging if there is any. 

Contact us at info@thecollectivedallas.com and provide your name, order number, and the product that was received damaged so that we can work on getting you a replacement or provide you with a refund (some in store items like antiques are not replaceable). We will provide instructions on how or if to return the damaged item. 

Custom Furniture

All custom furniture and made-to-order items are final sale.

Custom furniture lead times can vary based on material availability, workload, and transit times. Please allow additional time for your custom piece to ship via White Glove delivery which ensures that your piece is carefully packed, transported, and placed in your home carefully. Delivery is an additional cost and will be invoiced separately based on your location and the number of pieces you are ordering.  

Made-to-order items such as custom pillows, rugs, linens, draperies, and wallpaper are final sale and are not refundable.

Reach out to studio@thecollectivedallas.com for a shipping quote before purchasing on our website for a shipping estimate. Shipping rates are subject to change.

If you opt for our White Glove Workroom Delivery option, the delivery team will bring the piece into your home, place the piece in the space you would like, and remove any packing materials when they leave.

 

Payment Expectations: 

All custom furniture and made-to-order items must be paid in full. Lead times will begin when the order details are finalized and the payment is received. Delivery payment must be made upfront as well. This is to ensure that we can schedule your piece for delivery as quickly as possible once it completes. In some cases, delivery may require additional cost and will be invoiced separately based on your location and the number of pieces you are ordering. Delivery costs can fluctuate depending on fuel costs, peak shipping seasons, delivery to rural areas, etc. 

 

Store Pick Up: 

If your piece is in stock at our store when you purchase and you would like to source your own shipper, please email studio@thecollectivedallas.com for scheduling purposes.

 

Delivery Scheduling: 

Once your piece is nearing completion, one of our team members will reach out to you to schedule delivery. Delivery routes are planned according to relative locations to reduce cost for you. When we have confirmed the date that works for you, we will provide you with a delivery time window. The delivery will not be scheduled until you have confirmed the date. On your confirmed delivery date, you should receive a phone call from the team to provide you with an updated time about 30 minutes before your delivery. 

 

If Using A Receiver: 

If you would like to have your Collective piece delivered to a receiver, please note that The Collective is not responsible for damages that occur after the piece is delivered. We highly recommend that pieces are delivered to their final destination (i.e. the client’s home) over a receiving warehouse to avoid damage. We have found that the more a piece is moved, the more likely it is for damages to occur and the longer it sits at a receiver, the more likely damages are to occur. 

The piece will arrive blanket wrapped by our delivery team, as this is the safest way to transport custom furniture pieces. Your receiver must carefully inspect the piece at the time of the delivery. If the piece is delivered damaged, it needs to be turned away upon delivery (same as the home delivery). The designer will need to let their receiver know ahead of time to inspect upon delivery. Our workroom delivery team will take pictures of your piece as documentation that it arrived in the perfect condition that it left the workroom in. If it is left without inspection and later found damaged, we cannot be held responsible for repairs and we will have to help find a local professional to repair any damage to your piece. If you have turned away a damaged item, please take clear pictures of all damage before the piece leaves and contact studio@thecollectivedallas.com to discuss the next steps for repair and redelivery. 

 

If Piece Is Delivered Damaged to Client Home:

Please be prepared to inspect and sign for your furniture upon delivery. Do not accept delivery if you notice any damages when your piece is delivered. Our workroom delivery team will take your piece back to the workroom for repairs or make onsite repairs if the damage is repairable onsite. If the delivery team leaves the damaged piece at your home, please take clear pictures of all damage and contact studio@thecollectivedallas.com to discuss the next steps for repair.

 

Shipping Delays:

Please be aware that all shipping times are estimated and unexpected delays may occur. 

Your delivery is scheduled based on relative locations and cannot be changed or modified once you have approved the delivery date, so please be prepared to accept the delivery at any point during the delivery time window provided. Sometimes delivery time windows can span over several hours. This is in order to reduce the cost of deliveries for all customers. 

 

Delivery Details:

Don't spare us any details! Please let us know if your driveway might be difficult for the delivery truck to access; If you have any low hanging branches, narrow or steep driveways, gate codes needed for entry, a building requiring a COI, specific delivery times, freight elevators, number of stairs if applicable, etc. If you do have stairs, please include the number of stairs leading up to the front door of the residence and whether there are any interior stairs that the delivery team will need to navigate. Knowing these details ahead of time will help our delivery team deliver as quickly and efficiently as possible!