FAQ

Apart from the monthly subscription plan to access our software, you do not have to foresee any large setup cost to start offering Collectique. For Magento, Shopify and Woocommerce webshops, there is a simple plug&play solution. Only custom-built webshops will have to implement the API documentation and bend it to the needs of their webshop’s look and feel. We are happy to help you make an estimation, or you can consult your own webshop developer for more information about the implementation process.

The maximum parcel size is 120 cm (the sum of the shortest and the longest side of the packaging), with a maximum of 70 cm for one side. The maximum weight is 10 kg.

Collectique offers a solution for brands who want to reinforce their online sales. If your brand does not have a webshop yet or is just starting out, we can help you with finding the right partners to get your online business up and running. Next, you will be able to easily integrate our Fit & Collect delivery option and start selling online via your Collectique points.

Please get in touch and we will provide you with the necessary documentation.

No, you can select the Collectique points you want, based on your own criteria.  Collectique lets you choose your own partners on an individual basis. If you only want to work with Collectique points with a certain brand image, from a specific region, or with a complementary product range, that’s all possible.

Sure! Just let us know which stores want to become your Collectique points and we’ll get you started. In addition, all suggestions for new Collectique points that are on your wishlist are more than welcome.

Yes, you can easily add your own stores as Collectique points in your checkout, so your customers can fit & collect their online purchases in your stores too. In that case, the commission will be 0%.

The commission you owe your Collectique points will be determined each time a new partnership is closed. Commissions are only due on items that are collected. When you reach an agreement on the percentage, we will insert the commission on your partnership page. Over time, you can adjust the commission with the consent of your partner. You can check all your commissions on the partnership page of our Collectique platform.

Customers are allowed to return their items within 14 calendar days, starting from the day after the order arrived at the Collectique point. Each Collectique point will group the returns per webshop and ship them back as soon as possible. In addition, Collectique points will return the orders that have not been picked up within 10 calendar days after arrival. This way, we try to limit your out-of-stock time as much as possible. After 5 days, your customer will have received a reminder to come fit & collect the order at the Collectique point.

No, you do not need to change or adjust your shipping contract, logistics or change your carrier. Collectique only requires you to add a return label to the packaging if you wouldn’t do so already, and attach our sticker to it. This way, Collectique points can easily recognize the order upon arrival and put it in the right place in their storage room.

No, it’s your decision whether you charge the shipping cost for returns or whether returns are on the house. If you want to charge the customer with the return costs, you can easily do so by deducting this cost from the refund. Note that in case your customer is responsible for the return costs, you need to clearly indicate this in your shipping & return policy on your website.

If the order gets lost or damaged before arrival at the Collectique point, you will need to follow the regular procedure with your logistics partner and check your transportation or other insurance.

From the moment the order is taken into custody by the Collectique point, they bear the risk for any loss of the order. Upon unboxing the order, when one or more items appear to be damaged, the Collectique point will immediately notify this on the Collectique platform and follow the normal return procedure. When the damage has taken place at the Collectique point, you can offset this with the Collectique point or customer, depending on who caused the damage. If you experience any issues, please contact us at support@collectique.eu.
As the Collectique point is there to keep an eye on your online orders, customers will not have the chance to return worn or damaged items that were delivered in good condition.

You need to have at least 1 fitting room available at your location and enough storage room to store a few parcels. You also want to have someone present to welcome customers and you’ll need a computer to update the status of the orders on our Collectique platform.

No, there are no setup costs. If you have a fitting room and a computer, you are good to go.

The customer will receive a notification by mail or text message upon arrival of the parcel at your Collectique point. This notification is sent when you update the status of the order on our Collectique platform. Therefore, it’s important that you update the order as soon as possible after you receive it.

You can insert your holiday periods on our Collectique platform, so we can prevent parcels from being sent and inform the customer about the days you’re closed. The return period of the orders will be suspended as long as the parcel has not arrived at your Collectique point.

Yes, that’s certainly an option. Partnerships can be closed on an individual basis so there is no obligation to partner with any other webshops or brands.

If the order gets lost or damaged before arrival at the Collectique point, the webshop will follow its regular procedure with their logistics partner and check their transportation or other insurance.

If the parcel appears to be damaged when it arrives at your Collectique point, you should refuse the delivery and return the parcel to the webshop (so that the webshop can replace and re-deliver the order).

From the moment the order is taken into custody by your Collectique point, you bear the risk for any loss of the order. Upon unboxing the order, when one or more items appear to be damaged, you immediately have to notify this on the Collectique platform and follow the normal return procedure. When the damage has taken place at your Collectique point, the webshop can offset this cost with you or the customer, depending on who caused the damage.

First of all, it can be useful to check the website of your partner webshops for more general information on the product items and the conditions. In addition, you can send a message to support@collectique.eu and we will get in touch with the webshop, who will further inform you and / or the customer.

If it’s necessary to return the item, you follow the regular return procedure, indicate the reason for the return on the Collectique platform, and add a comment if you like.

You can easily return items by using the original packaging and the return label that is included in the packaging by the webshop. Please make sure that you return the orders at least once a week and group orders of the same webshop if possible. If you experience any issues, please contact us at support@collectique.eu.

The commission you receive from your partner-webshops will be determined each time a new partnership is closed. Commissions are only due on items that are collected. When you reach an agreement on the percentage, we will insert the commission on your partnership page. Over time, you can adjust the commission with the consent of your partner-webshop. You can check all your commissions on the partnership page of our Collectique platform.

In this case, you need to check whether the return period of 14 calendar days, starting the day after the parcel has arrived at your Collectique point, has expired. If it has expired, you need to inform the customer that unfortunately, it’s too late for returns. If it hasn’t, you can follow the regular return procedure, using the original packaging and return label included in the packaging. If you experience any issues, please contact us at support@collectique.eu.

In case the customer hasn’t shown up within 10 calendar days after the day of arrival of the parcel at your Collectique point, you send the parcel back following the regular return procedure. You can check our Collectique platform to see whether the amount of fitting days for a particular order has expired.

Go to your selected Collectique point and bring your ID (passport, driving license or bank card) and / or order confirmation e-mail with you. Simply show it to the counter staff to collect your parcel securely.You can immediately fit the items at the Collectique point or just collect them.

10 calendar days, starting the day after you receive a notification that your parcel has arrived at the Collectique point.

Contact us and we’ll look into it right away.

Yes they can.All you need to do is give your chosen person your order confirmation email or a proxy form proving your identity and stating theirs. Without a proof of identification, they cannot pick up your parcel for you.

This will depend on which shipping option (next-day, standard delivery, etc.) and courier you have selected. Collectique is not responsible for the shipping process of your order. Once you have successfully placed and paid for your order, it will be processed and shipped by the webshop. You will receive a notification from Collectique when your parcel is available for collection at your chosen Collectique point.

In most cases, the Fit & Collect option by Collectique will not cost you anything more than the regular delivery options you might choose. However, the webshop can always decide to charge an additional cost for our Collectique service. You’ll find out in your webshop’s checkout.

Not necessarily. Again, it’s entirely up to the webshop whether they offer you free returns or whether they charge you with the return costs. You can always check the webshop’s policy regarding returns in their shipping & return policy on their website. There, it will also be stated whether they charge you with the return costs for Collectique orders. This cost can then be deducted from your refund.

No, you will always pay your online order when checking out in the webshop, using one of the available payment options there.

If your parcel appears to be damaged when it arrives at your chosen Collectique point, the Collectique point will typically not accept delivery and the parcel will be returned to the webshop (so that the webshop can replace and re-deliver the order). The chances of your parcel being lost or damaged whilst being stored at the Collectique point are minimal. However, if you think that has occurred, please let us know immediately. We will look into it and try our best to provide you with an adequate compensation from the webshop or Collectique point, depending on the outcome of the investigation.