Terms of use

Terms and Conditions

Thank you for visiting the Collection.house web site. This page contains all guidelines, conditions, and terms to which you, the consumer and user of the Collection.house web shop, agree to upon use of our website and the completion of any purchase here. Upon confirming a purchase on Collection.house, you will see a tick box signifying that you have read and understood these terms and conditions and, consequently, that you agree to them. More information and further explanation can be found on various information pages found on Collection.house. We reserve the right to refer to the information included on these pages and assume that the customer has read and understood them.

The terms and conditions define and specify the contractual relationship between the buyer and the seller. All contractual relations are governed by the laws of the EU. 


1. Registration and Operation of the Collection.house

All products and services are supplied by the main operator of the Collection.house network. Our logistics centres are based in Latvia. Our site Collection.house is registered at the following address: 


ADDRESS

The Collection.house trademark, all content on the website, and all promotional material published by the Collection.house brand are intellectual property of the main operator of the Collection.house network and are protected by copyright laws.


2. Use of Our Website and Our Promotions

Customers are free to use our website either as guests or as registered users. The customer is required to use our site responsibly and correctly, abiding by our terms and conditions. In case of misuse, The Collection.house has the right to temporarily or permanently ban the user from using our website and services.


3. Purchase Agreement

The purchase contract is deemed concluded when the buyer confirms his order within the order form upon check-out. By placing an order with The Collection.house, the buyer acknowledges that he has read these terms and conditions and complies with them. By completing a purchase and by ticking the box on your order that you have read and understand our terms and conditions. 


Proof of purchase & invoice notes

If the buyer does not mention explicitly in the field "Further info" that he requires a printed proof of purchase and a package leaflet, he agrees that they will be supplied only in an electronic form. Invoices can be downloaded from the user's personal profile on The Collection.house website in the "My Orders" overview after an order has been dispatched. The buyer can distinguish the delivery address from the invoicing address and, if required, attach a note in the order form. These details are then automatically included in the tax document.

The Collection.house address on any invoice will always be the address of our main operator in Latvia; this address cannot be changed to any local address. Every invoice will have the date of the day an order is shipped and never on the day an order is made. The Collection.house provides customers with one invoice for every order.


4. Payment and Prices

You can choose from the following payments methods to complete your order:


  • Credit Card: Visa, Visa Electron, Mastercard, or Maestro

  • PayPal


Secure payment

All payments will be executed in a safe and secure manner. Your personal information will only be used as much as it is necessary to authenticate your payment and will not be given to third parties. Payment via credit card is strictly compliant with The European Standard for Strong Customer Authentication; thus, your protection and safety is ensured.


Online payment

If you choose to pay online by credit or debit card, you will be redirected to our partner's encrypted web page where your details can be securely entered to execute payment. Please be aware that this secure payment link is only active for a limited time. If this designated time-frame has expired, you will need to access your order through your personal account on our website and attempt payment again. If you select PayPal as your method of payment, you will be directed to PayPal's own secure payment page. In case The Collection.house needs to refund you, this will be done automatically. 


Prices on The Collection.house

All prices for products and delivery displayed in the online shop include VAT. Any promotions and discounts are valid for as long as they are mentioned on the The Collection.house website. 

The Collection.house reserves the right to modify prices depending on the changing market, competition, demands of the producer, etc. We strive to maintain the lowest prices on the EU market.


5. Problems with Payment

First, check with your bank or PayPal account to see if the transaction has gone through and to address any technical issues with your payment.

If your payment was successful but does not appear as paid in our system, please contact us at support@collection.house, and we will validate your payment with our accounting department.

If you have issues with the payment page, try accessing your The Collection.house account from a different browser or device. If necessary, contact our customer service department to attempt payment over the phone.


6. Delivery Costs and Notes

  • The price of postage includes VAT.

  • Each price is final, no matter the payment method used, and includes packing and shipping.

  • Shipping costs are NOT dependent on overall size and weight of the order.

  • Shipments will only be dispatched once payment has been completed.


Shipment after payment

The Collection.house will only ship parcels after payment has been received. Please be advised that in case you choose to pay by wire transfer, shipment may occur later. If you would like to minimise any potential delay, you may send us a payment confirmation issued by your bank. Payment is taken at the time of order, not at the time of dispatch. Payment for out-of-stock items must be taken immediately to confirm your reservation of these items.


7. Delivery times and info

  • If your order was placed before noon, it will be shipped on the day you placed it. 

  • If your order was placed after 12 o’clock, it will be shipped on the following business day. 

  • You will receive a track and trace number/link allowing you to follow the shipment online.

  • Orders are not dispatched on weekends.

  • Estimated delivery times apply from the moment a parcel is shipped and not from the moment an order is made. 


Tracking your parcel

Because The Collection.house processes a large number of orders every day, the customer is responsible for tracking his own shipment. You will receive a track and trace number allowing you to follow the shipment online. In case you do not receive this code in the e-mail confirming shipment, you must contact our customer service department. They will provide you with a tracking code upon request.


8.  Problems with Delivery

Delivery companies requires a signature upon delivery. Please ensure someone will be present at your delivery address during business hours Monday - Friday. Deliveries are not made on weekends.

We are not responsible for any delay in delivery caused by our logistical partners or situations beyond our control such as weather, holidays, etc. Please bear in mind we are providing an estimated delivery date suggested by our delivery partners. In rare situations, some parcels can arrive outside of the suggested timeframe. To ensure the smoothest possible delivery, please provide your complete address information (street name, house number, postal code and city) and a telephone number so our logistics partners can reach you, if necessary. Once your order has been shipped, you will receive a track and trace number where you can follow your shipment online. Do not hesitate to contact us if you notice any problems in the track and trace. Our customer service representatives will handle your questions promptly and efficiently.

If a parcel cannot be delivered for any reason, it may be held in a local post office or logistics centre for redelivery or collection. If unclaimed, the parcel may be returned to us or destroyed. Therefore, it is the buyer's responsibility to ensure the parcel will be received at the given address and to communicate with the delivery company directly with any inquiries once the parcel is in transit or stored. Destroyed parcels will not be replaced or refunded.


Claim protocol

Should a parcel be determined to be lost, missing, or delivered incorrectly, we will initiate a claim with our delivery partner(s) on your behalf. In order to initiate the claim, two confirmations are necessary: 1.) a signed affidavit from the customer stating that the parcel was not received; 2.) verification from the delivery company that the parcel has been mishandled.

Once the claim is in progress, we will quickly issue you a refund or send a new order, as you prefer. We will not process refunds or send new parcels while a current parcel is in transit and until it is officially declared lost by the courier. However, if you have purchased our parcel insurance, we will be able to immediately dispatch a new parcel and you will not have to wait until your claim has been processed. 


Damaged packaging

If the box is damaged upon delivery, DO NOT ACCEPT the package from the courier, and specify the reason in the delivery protocol, such as „substantial damage to the box,“ etc. Please contact us immediately so we can quickly respond to the problem and provide you with a new delivery.


9. Warranties and Returns

The 2 year warranty period begins when the product is received by the buyer.


Returns must fulfill all of the following conditions:

  • The complete goods must be returned without any missing components

  • Customer service must always be contacted before returning goods

  • Products returned during the statutory cancellation period (within 14 days of receipt) will be fully refunded

  • Returns of unopened goods made after the legal 14-day withdrawal period has ended, will be assessed depending on the warranty. However, the products must be returned to The Collection.house no longer than 2 years from the original purchase date

  • If The Collection.house has made an error and sent the wrong products, you are required to report this to customer service within 30 days of receipt of the goods


The return policy applies to:

  • Returns made within the statutory cancellation period (14 days)

  • Returns of unopened, unused, undamaged goods within warranty

  • Wrongly delivered products (to be reported within 30 days of receipt)


The customer is required to follow all guidelines stated on the return policy page when returning a product.

The return address is: ADDRESS

Make sure you receive a track and trace receipt for your return as proof of returning the parcel! Our customer service department will ask you about this if you suspect that something went wrong with your return. 

Also, please ensure to include your own address (sender's address) on the back of each package sent back to us! In a worst-case scenario, this will ensure that the package is safely sent back to the customer and not lost in the mail. 


The return of sunglasses and glasses

Our glasses and sunglasses come with a warranty of two years in case of breakage. Otherwise, if you wish to return glasses or sunglasses, this can only be done within the legal 14-day withdrawal period. The goods must not be used or damaged. The original packaging must not be destroyed. If you would like to return or exchange sunglasses or frames, we require that you return the complete product, including the case, the outer box, everything inside the box, any cleaning cloths, and any identifying stickers or tags. In other words, the product needs to be in exactly the same condition as it was upon receipt. The product is considered incomplete without any of these items. In case of any missing or damaged items, a return or exchange will not be possible. Thank you for your understanding and compliance.


Sunglasses and frames are delivered in optimal condition and have been thoroughly checked for quality before dispatch. In the rare case that one of these should arrive damaged or suffers from immediate defects, contact the customer service and we will review the case in order to help you. However, complaints about damage caused by improper use, incorrect care, or normal wear and frequent use, are not eligible for compensation. Additional discounts or compensation cannot be given for damage caused by the customer themselves.


Every return must follow this procedure:

The Collection.house is not responsible for returns that have not followed the procedure stated here. First, please contact our customer service via the contact form on the website or via mail to explain the reason for returning as well as provide any additional information needed (order number, complete description of the items, etc.) Our staff will review your request to ensure that it meets all exchange criteria and will advise you on how to proceed.

Our customer service representatives strive to reply within 1–2 business days. When your return or exchange has been approved, you will receive instructions on how to return your order. If the return is due to the eshop's error, your postage will be refunded as soon as we have confirmation of your return.


The return procedure follows 4 steps:

  1. Validate your return by contacting customer service;

  2. Our customer service will provide you with return instructions;

  3. Securely pack your parcel and follow these instructions;

  4. Ship your parcel back to us.


Price of returns

The customer bears responsibility for the shipping costs associated with returning the product(s). The Collection.house does not provide a prepaid option for returns of products ordered incorrectly or no longer needed. However, if The Collection.house is deemed to be at fault as the seller, any costs for returning will be covered.


Processing time for returns

The Collection.house will confirm that we have received your returned items and update you on the status of your new order. We strive to verify all returns within 30 days. Please feel free to contact our customer service if you feel there is any delay.

Please note that the return procedure will take slightly longer when returning sunglasses and glasses in their original and undamaged packaging. This is due to the fact that the authenticity and condition of returned sunglasses must first be thoroughly investigated and verified by our main stock department. The buyer agrees to respect the processing time needed for each return.


10. Complaints about Goods and Services

The Collection.house will not accept complaints in cases where the product has already been discarded and cannot be investigated. Please refrain from disposing of suspected faulty products and provide photographic evidence of any visible fault or damage. In case of complaint, the buyer must first notify our customer service department, at which point they will be advised how to proceed. If a product needs to be returned, the customer should follow the procedure stated on our exchange and return policy page.


Complaints about sunglasses, frames and eyeglasses

Sunglasses and frames are delivered in optimal condition and have been thoroughly checked for quality before dispatch. In the rare case that one of these should arrive damaged or suffers from immediate defects, contact the customer service and we will review the case in order to help you. However, complaints about damage caused by improper use, incorrect care, or normal wear and frequent use, are not eligible for compensation. Additional discounts or compensation cannot be given for damage caused by the customer themselves. 

Always contact our customer service before returning glasses! 


Complaints about our website and its content

The Collection.house reserves the right to alter the content of our website at any given time. We aim to provide our customers with up-to-date information, but cannot be held accountable for temporarily misrepresented info or mistakes. This also applies to technical problems caused by malicious attacks or software (viruses, hackers, etc.). If you find any issues with our website or its content, please notify our customer service so that we can rectify these issues.

Photos on the website are meant to illustrate a real version of the products on offer but are not photos of the exact product the customer will receive. Product photos that display item numbers, etc. will, when ordered, have different numbers unique to your version of the product. Some of our products are also produced in several facilities across different locations, all owned by the same original producer. A product photo may show location differences from the product you received. These kinds of location-dependant/time-dependant/unique identification differences in no way mean that the product you've received is somehow not what it should be. Claims based on these kinds of logical, self-evident print differences between website photos and received products will not be accepted.


11. Alternative Dispute Resolution

The consumer has the right to demand Alternative Dispute Resolution if they are not satisfied with the result of a complaint or if they believe that the seller violated their consumer rights. They can contact the seller by email support@collection.house. If the seller refuses to conduct the correction or does not reply to the query within a 30-day period, the consumer has the right to submit a complaint to an Alternative Dispute Resolution entity (ADR entity), legally bound by European Union law (S.I. no. 343 of 2015). The complaint can be submitted as detailed in Latvia and European Union law (S.I. no. 343 of 2015).

The consumer can also submit a complaint online via the European Online Dispute Resolution platform (ODR platform) - https://ec.europa.eu/consumers/odr.

The definition of ‘consumer’ for the purposes of Alternative Dispute Resolution covers natural persons who are acting outside their trade, business, craft or profession. However, if the contract is concluded for purposes partly within and partly outside the person’s trade (dual purpose contracts) and the trade purpose is so limited as not to be predominant in the overall context of the supply, that person should also be considered as a consumer. Alternative Dispute Resolution shall apply to procedures for the out-of-court resolution of disputes concerning contractual obligations stemming from sales contracts or service contracts between a trader and a consumer. Alternative Dispute Resolution shall apply to long-distance purchase contracts only. Alternative Dispute Resolution shall not apply to disputes where the value of the claim does not exceed €20. The ADR entity can apply a nominal fee to the consumer for filing the complaint which cannot exceed €5 including VAT.


12. Withdrawal from the Contract

Under EU law, everyone has the right to withdraw from a contract within 14 days of receipt of the goods. In the event of withdrawal from the contract, the buyer must observe the following conditions:


  • Returned goods must be complete

The goods must not be used or damaged. The original packing must not be opened. If the consumer opens the original packing, then the product can no longer be used for hygiene and safety reasons. Such a product is no longer re-sellable and cannot be returned. This excludes sunglasses and glasses frames. If you would like to return or exchange sunglasses or glasses frames within 14 days from your date of receipt of the goods, we require that you return the complete product, including glasses case, outer box, inserts, cleaning cloths, and any identifying stickers or tags. The product is considered incomplete without all of these items, and as such, and a return or exchange will not be made. Thank you for your understanding and compliance.

  • Required documentation

Please enclose the proof of purchase issued by The Collection.house, its copy or your order number. Don't forget to include your bank account number, if necessary. 

  • Goods must be returned in the original condition

Please send the returned goods in a stiff, cardboard box rather than an envelope (even if it is an anti-shock envelope). If the shipment suffers damage during transport, we are not obliged to accept it. In the event of withdrawal from the contract, if the buyer observes the conditions above, he will receive a full refund including the original shipping costs. The buyer shall bear only the costs incurred in returning the goods. The refund will be credited to the customer's account within 2–10 days of receipt of the returned goods in a resellable condition. 

  • Price and procedure for returns

If all necessary conditions have been met, the buyer will be issued a full refund. The shipment expenses for the return are the responsibility of the buyer. All returns must be processed in accordance with the information and conditions stated on our exchange and return policy page.


13. Privacy Policy

The protection and processing of personal data is governed by the following privacy policy