FAQ

Shipping / Orders

How long is the delivery time?

The delivery time for a product can vary between different creators and products. Where you live in relation to the creator or the printing office also affects the time.

For an exclusive product that is already made and ready to ship right away, the delivery can be around 3-5 days at the earliest. While for made-to-order products, it can take around a couple of weeks.

The specific delivery time is often found in the product description. If not, feel free to contact us at hello@caycollective.com and we can help you figure it out.

Can I track my order?

Yes, you can. If you have any questions about tracking numbers or delivery status, feel free to contact us through our chat function – we're happy to assist you!

Why didn't I receive everything I ordered in my package?

Don't worry! When placing an order with multiple products from different creators, the products will be sent in separate packages from each creator.

So, for example, if you order a poster from one creator, a frame from Cay Collective, and perhaps a bag from another creator at the same time, you will receive three different packages at (most likely) three different times.

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, EU customers may also be required to pay customs duties and taxes upon delivery or pickup of their package.

Returns

How do I make a return?

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 that you recevied when placing your order or through the “Track and manage” email.

However, sellers aren’t required to accept returns, exchanges, or provide a refund unless stated in the return policy on their listing. Read more in our Return policy.

Please note: An additional shipping fee will apply for returns, separate from the original delivery cost. For details on the return shipping fee, please inquire when you contact the seller.

What do I do if the seller isn’t able to help me with my return?

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

Contact us via email at hello@caycollective.com and remember to:

1. Provide your order number
2. Describe your case 

Can I return a made-to-order product?

Made-to-order products cannot be returned. You can check the product description or product title to see if an item is made to order.

My package was returned before picking it up. What should I do?

If you weren’t able to pick up your product, please start a claim using the link in the SMS you received when placing your order or through the “Track and manage” email. The seller will then contact you with next steps.

Products

How often do the sellers restock products?

Restocking may take longer due to the handmade nature of most items. If you find something that is sold out, we recommend reaching out to the seller on their email, which you find in their profile. However many products are one-of-a-kind, meaning they will only be made once. 

Can I purchase customized orders, and how does the process work?

Yes, some of our creators offers custom orders. You can search for "Customize", there we have collected the various customizable products that our creators offer. You then fill out how you want to customize your desired product in the fillable fields in the product's description.

If you don't find what you are looking for, you can also click on the link under the tab to a form where you fill in the information about your requested custom order.

Creators

How do I apply to become a creator at Cay Collective?

To apply as a creator, you can visit the "APPLY" page. There, you'll be directed to our Cay Creator site where you can submit information and images of your creations.

Please note: We receive a large number of applications, so it may take some time before you receive a response.

How do you select creators?

We carefully select our creators to ensure the marketplace offers a wide range of high-quality products. We prioritize applications from creators with a feeling for content, marketing and social media. 

We also strongly prefer that your items are handmade, sustainable, and of high aesthetic quality.

Where can I find more detailed information about being a creator?

For more information about what it means to be a creator on Cay Collective, please visit our Terms of Service. Link below:

https://caycreator.com/terms-of-service

Do you have other questions? Write to us!