Shipping & Store Policies

Shipping & Delivery

• Processing time: Orders ship within 1–2 business days after your order is placed.
• Preorders: Processing times and estimated arrival dates are listed on each individual product page.
• Tracking: You’ll receive a tracking number via email. This number can be used to contact the shipping carrier if assistance is needed.
• Liability: High Key Collective is not responsible for lost, stolen, or damaged packages once they are in the carrier’s possession.

Returns & Exchanges

• Eligibility: Returns are accepted for store credit on items that are unworn, unwashed, fragrance-free, and in original packaging with tags attached.
• Timeline: Start your return within 14 days of purchase, pickup, or delivery—whichever occurs last.
• How to return: Email heatherjump@highkeycollective.com with your order number to begin the process. Please include your order number in your email.
• Inspection & processing: Returns are inspected upon arrival. Please allow 3–5 business days for processing after receipt.
• Refund method: Returns are eligible for store credit only.
• Shipping costs: Original and return shipping charges are the customer’s responsibility.
• Rejected returns: If an item does not meet the return criteria, a reshipping fee will apply. We’ll contact you and hold the item for 30 days; if no response is received, the item will be donated to charity.

Exchanges

• We offer exchanges for store credit within 14 days of receipt. To begin, email heatherjump@highkeycollective.com with your order number.

Final Sale Items

• Holiday and seasonal merchandise is final sale and not returnable.
• Customized preorders are final sale and not returnable.

Cancellations

• Orders can be canceled up until the time they are packaged for in-stock items.
• For preorders, cancellations are available only until the product order has been placed with our supplier.
• Once packaged or processed, the order must go through the return process before store credit can be issued.

Local Pickup

• Pickup location: 441 West Main St, Mt. Zion
• You’ll receive an email when your order is fulfilled; once received, your package is ready for pickup.

Damaged or Defective Item

• Please inspect your order immediately upon delivery or pickup.
• If you believe an item is damaged or defective, contact us within 3 business days at heatherjump@highkeycollective.com using “Damaged” or “Defective” in the subject line.
• Include your first and last name, order number, and item name.
• Do not return the item via shipping before contacting us.

Not Quite Happy?

If you’re unhappy with your purchase after the allotted timeframe, please reach out to us at heatherjump@highkeycollective.com. We want every customer to have a great experience and will do our best to make it right.