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I don't think that my order has arrived yet?
If you are concerned about the status of your order, please check your email and your junk email folder to see if you have any email updates or a tracking number. If this does not answer your problem, please email email@example.com with your name, contact number and order reference.
What if I miss the delivery?
If you are not home when your parcel has been delivered, you will be left a note through your letterbox instructing you how to obtain your delivery.
I think there is something missing from my order?
Occasionally we have to ship several items from one order separately, so if you think there may be something missing from your order, please check your parcel thoroughly for a note that mentions any added delivery information. If you cannot find a note, please contact firstname.lastname@example.org.
Have you received my returned item?
If for any reason you have had to return an item to us, we will send you an email confirming that we have received it.
How do I return something?
It is important that you send items back to us in a resaleable condition. This means with the item's original packaging where possible. Clothing should be returned folded as best you can.
What am I allowed to return?
You can return anything to us within 30 days of shipment, except where stated on the product page. If the item you ordered is incorrect or faulty, return it to us and we will refund the postage. If the item is an unwanted gift, an incorrect size or you simply don't like it, we will accept it as a return but you will have to cover the postage costs.
Can I swap my return for a different item?
Assuming you have returned the unwanted item to us in an acceptable condition, you can either exchange it for something different or claim a refund. I've chosen a more expensive replacement item.
Do I need to pay the difference?
Yes. If you have chosen an exchange item that costs more than your original purchase a payment request will be sent to you via email before the replacement is posted. In the same way, you will receive an email saying your account has been refunded the difference if you select a cheaper item than your original choice.
What do I do if an item I have received is faulty?
If you have received an item that is damaged or otherwise faulty, do not send the items back to us straight away. Please contact us at email@example.com and include pictures of any defects and clearly detail any faults on the item. We will then forward these pictures to the appropriate supplier to assess whether it is a manufacturer fault. If so, we will then ask you to send the item back to us to replace/refund.
Do I need to pay to return a faulty item?
If you need to return an item that is faulty or because of a mistake on our part, we will cover your shipping cost. Please note that the faulty return must be communicated to us before sending it back or we will not cover the cost of return.
Do I need to pay to return an item that is the wrong size or if I have changed my mind?
If you wish to return an item because of a sizing issue or you simply wish to exchange the product, you will have to cover the costs to send it back to us. How long do I have to return an item? Assuming that they are in a re-saleable condition, we will accept returns up to 30 days after shipment.
What is your returns policy?
We offer as standard a 30 day refund policy, with the exception of custom made orders or where otherwise noted on the product page. We will not refund products that have been used or damaged. If you would like to return an order then please contact us first.
Will I be charged customs?
The Space Collective is located in the UK, therefore customs charges may only apply to shipments leaving the UK.