FAQ
ORDERS & PAYMENT
How do I take measurements correctly?
The best way to do this - is to use a measuring tape. Turn it around your pet's neck, where the collar will naturally be. Please, make sure there is enough space ty fit 1-2 fingers between the neck and the measuring tape.
The measurement will allow you to choose the necessary size: if you get 35 cm - it is a M size (33 - 38 cm)
*If you doubt the correctness of the chosen size, write us your measurements and and we will help you with the choice.
How do i make an order?
Just click on a product you like and add to cart. Then just follow the easy checkout process
If you have any questions before the order, please contact us via email or live chat and we'll gladly assist you.
Production time ?
All our products are handmade and made to your order, so production time takes 5-7 days, in-stock items typically ship out 1-2 business days after the order is placed.
Can I cancel my order?
A customer needs to inform us about cancellation within one day after an order is made! All our products are handmade specifically for the customer’s order and we put the effort in order for a customer to receive it as soon as possible. Once we’ve started working on the item which was ordered, we won’t be able to cancel it.
Can I change my order?
Yes, the customer can make changes to his order within 24 hours, after ordering. The customer must write to us by mail or messenger about this, indicating the number of his order.
What forms of payment do you accept?
Payment can be made by Visa, MasterCard, American Express, JCB, Diners Club, Discover, ApplePay and via Paypal.
PRODUCT & GUARANTEE
What materials do you use?
All Re'Collier goods are made from high quality corrected grain and full-grain leather manufactured in Italy. We select the highest-grade hides, because the character of good leather underlines the quality of design, and it is the most important decision for the subsequent quality of our products. Nickel plated hardware is sturdy and long-lasting.
Guarantee?
Every Re'Collier product comes with three months guarantee. Our commitment to exceptional quality and craftsmanship extends to the service you and your products receive. We will happily replace or repair your product in as timely a period as possible. Contact my@recollier.com and we’ll take care of you!
Where are the products made?
All of our products are crafted in Kyiv, Ukraine. Our craftsmen have over 10 years of experience in the leather industry.
Order packing?
Each order is packed in a cardboard box. The product is wrapped in paper. We refused to use expensive branded packaging so that you pay only for a quality product. You can also order additional gift wrapping.
SHIPPING
Where do you ship to?
We ship worldwide (excluding russia) and offer DHL Express, FedEx or standard shipping for all orders. Your order will be carefully packaged and delivered to your location of choice.
When will my purchase ship?
We want you to have your new product as soon as possible! All our products are handmade and made to your order. Production time takes 5-7 days, in-stock items typically ship out 1-2 business days after the order is placed.
How much does shipping cost?
For express delivery we offer DHL Express or FedEx (6-11 business days). It costs $20-35 or FREE for each order above $240.
The second option is international standard delivery (2-4 weeks). It costs $5-10 or FREE for each order above $60. This delivery is free within Ukraine.
How long will it take my package to arrive?
Express delivery by DHL or FedEx takes between 6-11 business days depending on your location. Standard international delivery takes 2-4 weeks. You'll be able to track your package by using the Shipping Confirmation email that we send as soon as your order begins its journey.
Do I have to pay duties and taxes?
Yes, the customer will be responsible for payment of any such duties and/or taxes. Please note that we have no condivol over these charges and cannot predict their amount. Please contact your local customs office or taxation authority for further information before placing your order.
Repeated shipping terms:
If you hadn't picked up the parcel in time (usually within 3-7 days) and it's returned to us - we will offer a repeated shipment (costs are on a customer).
If a customer refuses to pay for the repeated delivery or wants to cancel the order at this stage, we refund 50% of the item's cost.
RETURNS
Return and refund of a product is possible if:
- A customer received the wrong item by our mistake.
- A customer received an item with a defect. (Each case considers individually)
- A customer received an item of another color by our mistake.
- A customer will have to inform us about the above-mentioned issues and provide photos as confirmation within 7 days after receiving a product.
If Re'Collier agrees that an item is faulty/wrong, we will offer a replacement or a refund of this product. In this case, a customer should send us back the item in its original packaging. After receiving a product back and check for no damage, we will process a refund cost of an item. Re'Collier pays all costs (shipping, taxes).
Return is impossible if:
- A customer changed his mind about selected products.
- It involves a customized product with engraving.
- If more than 14 days have passed since the receipt of the order.
* If it has an inappropriate fit size, Re'Collier can fix that due to terms of exchange
** If a customer ordered two and more products, we offer a refund of a faulty/wrong item ONLY.
EXCHANGE
Exchange of a product is possible if:
- A customer received an item in the wrong size by the mistake of a customer. In this case, a customer pays all costs (shipping, taxes).
- A customer has received an item in the wrong size or color by our mistake. In this case, Re'Collier pays all costs (shipping, taxes).
A customer will have to inform us about the above-mentioned issues and provide photos as confirmation within 7 days after receiving a product and send it back to us. As soon as a product is delivered and checked for no damage, we will produce it in the correct size or color.
Exchange of a product is impossible if:
- A customer has already used a product.
- It involves customized orders, sizes, and a product with engraving.
- If more than 14 days have passed since the receipt of the order.