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Delivery: Our creators ship orders to addresses across the EU. Delivery times vary depending on the seller and the product, but orders are typically delivered within 5–7 business days after the order has been placed and payment has been received.

Shipping Costs: Shipping costs are calculated at checkout and depend on the weight of your order and the delivery address.

Tracking: Once your order has been shipped, you will receive an email with tracking information.

Delayed Deliveries: If your order does not arrive within the expected timeframe, please contact the seller through the link on the “Track and manage” email. However, please note that we are not responsible for delays caused by third parties, such as postal services and courier companies.

Damaged Goods: If you receive a damaged item, please contact the seller immediately with details and photos of the damage.

Customs Duties & Taxes: Most of our sellers are located within the EU. If you are a customer outside the EU, you may be charged customs duties and taxes when your package arrives in your country. Some of our sellers are located outside the EU. In those cases, customers may be required to pay customs duties and taxes upon delivery.

Returns: Returns are accepted within 14 days of delivery. See our Refund and Return Policy for full terms and conditions.

If you have any questions about our shipping policy, please feel free to contact us.

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If you need to return or exchange an item, you have to contact the seller you purchased your order from. Each seller on Cay Collective manages their own orders, and makes decisions about cancellations, refunds, and returns. You can starta a claim using the link in the SMS and email that you received when placing your order or through the “Track and manage” email.

How do refunds and returns work on Cay Collective?

All sellers on Cay Collective are required to accept a return if you contact them within 14 days of receiving your item. The buyer is responsible for covering the return shipping cost and purchasing their own shipping label. If you have ordered from multiple creators and wish to return several products, you are responsible for the return shipping cost to each individual creator separately. Some listings may also offer additional or extended return terms. If you're a buyer located in the European Union, sellers may also be subject to the EU Directive on Consumer Rights.

Please note that certain items cannot be returned due to their nature, such as special orders, personalized orders, or made-to-order items.

The seller wasn’t able to help me

If the seller isn’t able to help you, your next step is to request help from Cay Collective by opening a case by email. You’ll receive a full refund if your order never arrives, arrives after the estimated delivery window, arrives damaged, or isn’t as described.

Contact us via email at Hello@caycollective.com

•Provide your order number

•Describe your case

Expectations

The goods should be returned in their original condition. If an item is returned in a condition that does not meet these criteria, we may refuse to accept the return. After receiving and inspecting the returned item, we will refund the amount to your original payment method within a certain period.

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