If you are not completely satisfied with your item(s) you can return them to us in their original condition within 14 days from the date of order.
Please use our returns portal HERE to create a Royal Mail returns label.
1. Repackage your item(s) making sure they’re in their original condition.
Please include your original packing slip with your order. If you’re unable to enclose the original order invoice, please insert a note with your full name, email address, order number, name of the item(s) you’re returning and the reason for return. If a parcel is returned without paperwork enclosed, it is impossible for us to identify the sender and to therefore issue a refund for the return. Please make sure all parcels are sealed and secure before sending, as we can not be responsible for missing items if your parcel arrives opened.
2. Visit our UK returns portal & enter your order number (this can be found on your order invoice or on your order confirmation email). You can select the item(s) you would like to return or exchange for another size, store credit or a gift card. We are offering free returns and a 10% bonus to customers who opt for a refund via gift card, which can be used on our website.
* international customers may use our returns portal however returns labels are not provided. All international customers must arrange their own returns.
3. Take your parcel to your local post office with the Royal Mail returns label or QR code generated within the portal and sent via email. Please keep hold of your return receipt until your refund/exchange has been issued. Please note for returns to the original payment method, we will deduct a fee of £4.50 from your refund to cover the cost of the Royal Mail returns label.
Please check your junk folder for any email notifications and returns labels.
By accepting our terms and conditions within the returns portal, you have confirmed to receive your refund in the form which was selected (i.e. a gift card). Therefore we are unable to change the form of refund you selected (i.e. a gift card) to another/ the original payment method.
How do I access the Returns Portal?
Please click here to access the returns portal.
Can I exchange my item?
We can offer an exchange for a different size like for like within our returns portal. The style, print and colour must be the same as the original item(s).
Your new replacement(s) will be automatically sent out you on a 48 hour tracked Royal Mail service. You will not be charged for this service.
We aim to dispatch exchanges within 2 working days of receiving your return parcel.
If you return the exchanged item for a refund, we will deduct the cost of shipping the exchange from your refund.
What if my item is faulty or damaged?
You must notify us of any faulty/ incorrect items within 24 hours from the date of delivery.
If the item you have received is faulty or incorrect please contact our customer service team at customer.service@rarelondon.com. Please quote your order number, full name, item code and reason for contact. Also attach image proof of the fault or incorrect item.
Alternatively, you can proceed to use our returns portal, making sure to mark the item(s)as faulty/ incorrect and uploading an image as proof.
No alterations are permitted to be made to the faulty item(s).
What items can I return?
If you are not completely satisfied with your purchase, simply return the item/s to us in their original condition. All items must be unworn and returned with the labels attached.
Please take extra care when trying on your new purchases, as unfortunately we can’t refund any items that are marked or tainted with make-up, fake tan, body lotions, perfumes or body odours. Any items that our quality check team deem as unreturnable will be held in our warehouse for a maximum of 3 weeks, in which the customer must arrange collection for the unreturnable item. If the 3 week mark is surpassed, unfortunately we will have to dispose of the item.
How long do I have to return my order?
Any orders returned after the 14th day will be issued with a gift card of the same value of the item(s) returned to spend on the website. Please note gift cards are non transferable and expire 9 months after issue.
If returning your order after 6 months from purchase, a gift card will not be given.
Please note the 10% gift card bonus will not be offered to customers who return their order after the 14 day return period has ended.
How much will it cost me to return my items?
We will cover the cost of your return, if you are returning your order for an exchange or a gift card.
For orders returned for a refund issued to the original payment method, £4.50 will be deducted from your refund to cover the cost of the Royal Mail returns label generated within the returns portal.
How long does it take to process my return?
Once we receive your return it will be processed accordingly. You’ll receive an email notification once your parcel has been received at our warehouse. You will then be notified once your return/ exchange has been processed.
Items returned for a refund issued to the original payment method or to a Gift card, will be processed within 15 working days of receiving your return parcel.
Items returned for an exchange, will be processed within 2 working days of receiving your return parcel.
If you haven’t received your refund/ exchange email notification within the time periods stated above, please email us at: customer.service@rarelondon.com.