Buyers Help Centre - FAQ’s
How do I purchase an item?
To purchase an item, please select the “Add to Cart” or “Make an Offer” button on the product listing (the “Make an Offer” feature is only available on selected product listings). If you select the “Make an Offer” button, you will be presented with a pop-up to enter and submit an offer (see below).
Once you have the item in your cart, please follow the prompts to check out. Collécte accepts payment via Visa, Mastercard and PayPal.
All sales are to go through the website. No cash is to be exchanged with sellers.
How do I make an offer on a listing?
When you use the “Make an Offer” feature, you are submitting an offer to the seller for consideration. Offers do not include the cost of shipping or any additional expenses. Offers are non-binding, so you can submit an offer on an item without obligation to purchase. If you do not wish to proceed with an item on which you have made an offer, email Collécte to advise that you wish to withdraw the offer. Making an offer on an item does not reserve the item, and it will be available to other buyers until you proceed to checkout.
Sellers control the pricing of their items. The amount that a seller will accept for an item is determined by a variety of factors, including but not limited to their initial financial investment in the item and the price of comparable items on the secondary market. To negotiate pricing, we recommend that you submit an offer of no less than 10%-20% off the listing price.
Sellers typically respond to offers within one to two days. A seller may counter, accept, or refuse an offer.
Some items may be listed without the “Make an Offer” feature and may only be available at an “Add to Cart” price.
When you make an offer, you will receive offer notifications and offer updates via email to the email address provided.
How do I purchase multiple items?
To purchase multiple items, please select the quantity you would like to purchase on the pull-down menu. Once selected, please select “Add to Cart”.
Once you have the item in your cart, please follow the prompts to check out. Collécte accepts payment via Visa, Mastercard and PayPal.
How do I ask the seller a question about the listing?
You can ask the seller a question by clicking on "Ask the seller a question" in the product listing. Your questions will be sent directly to the seller. You'll receive a response(s) via email within 24 -48 hours.
All messaging must be via the Collécte platform to protect both buyers and sellers.
Can I view the item before purchasing?
Our sellers are made up of private sellers (individuals selling an item from their home) and professional sellers (businesses selling an item). To request a viewing, please message the seller by clicking on "Ask the seller a question" in the product listing. When viewings are requested of items that are listed by private sellers, there must be a serious intent to purchase or, at a minimum, a negotiated price confirmed. Sellers are also happy to provide extra photos if requested. Viewings of items are completely up to the seller's discretion.
If you do purchase prior to viewing and the item is “not as described”, Collécte will issue you a full refund once notified.
Does Collécte arrange shipping?
Collécte can arrange shipping for you. Shipping is automatically calculated in the system for Victorian addresses only. If you see an item you love and you live outside of Victoria, please contact us on so we can organise a shipping quote for you. If you would like to purchase the item whilst waiting for a quote, please select “local pick-up” when purchasing to secure the item.
The cost of shipping varies based on the item size and item location. Additional charges may apply. This includes but is not limited to, delivery locations that are not accessible by road, require a ferry ride, and/or for items that require special handling or equipment to complete delivery.
Can I cancel my order?
Buyers may cancel an order for any reason prior to shipping or local pickup. Please notify Collécte within 24 hours of purchase if you would like to cancel an order, as prompt cancellation will reduce the likelihood that you will incur return shipping charges.
Once shipping has been initiated, the cancellation will be considered a return, and you will be responsible for packaging and shipping the returned item.
Can I return the item I purchased?
Buyers have two days (excluding holidays) from the date of delivery to inspect the item and contact Collécte should they wish to request a Return Authorisation.
When contacting Collecte to initiate a return, please include:
• Reason for the return
• Order number (found in the order confirmation email)
• Contact phone number
• If the item arrived damaged, photos of the damaged item and packaging are required.
Please send a close-up photo of the area(s) of concern and photos of the item as a whole. Photos are required to file a claim for damaged property.
Once your return request has been reviewed, you will receive an email with further instructions.
Buyers are responsible for any packaging and return shipping charges if the return is a "change of mind". For Sendle returns, buyers will be responsible for packaging and shipping returns within three business days.
Each returned item must be received in its original condition in order to receive reimbursement.
Collécte reserves the right to deduct expenses for any damage that may have occurred not related to transportation. A refund of the purchase amount, less any charges for which the buyer is responsible, will be processed upon confirmation that the object has been returned to the seller.
If a buyer cancels the order at pick-up, the item must be rejected immediately. Buyers must not take the item with them. Buyers who do not accept an item must contact support@collecte.com.au immediately to initiate a refund. A refund of the purchase amount will be processed upon confirmation of refusal with the seller.
Final sale items are not eligible for cancellation or return.
The colour of the item I received looks different to the colour of the item I ordered?
Due to the many variations in monitors and browsers, colours may appear different on different monitors. Although we provide information on the item's colour through photography and/or text, we cannot guarantee that colours portrayed online accurately portray the item's colour upon delivery. Colours may have the same colour name but may not be the same exact colour as different designers may often use the same colour names. The buyer shall bear all risks associated with the purchase.
How does shipping work?
Click here to view our shipping policy.
