Returns Policy

 

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 receiving your parcel.

Please use our returns portal HERE to create a Royal Mail returns label. 

Steps for Returning Items:

  1. Repackage Your Items
    Repackage your item(s), ensuring they’re in their original condition.
    • Include your original packing slip with your order.
    • If you’re unable to enclose the original order invoice, please include a note with:
      • Your full name
      • Email address
      • Order number
      • Name of the item(s) being returned
      • Reason for the return
        If a parcel is returned without paperwork enclosed, it will be impossible for us to identify the sender and process the return. Ensure all parcels are sealed and secure before sending, as we cannot be responsible for missing items if the parcel arrives opened.

         

  2. Visit Our UK Returns Portal
    • Enter your order number (found on your order invoice or confirmation email).
    • Select the item(s) you would like to return or exchange for another size, store credit, or gift card.


  3. Returns for Sale Items:
    • Sale items are eligible for store credit only, unless they are faulty.


  4. Returns for Full-Price Items:
    • Refunds for full-price items can be issued to the original payment method or as store credit.


  5. Return Shipping Fee
    • For all UK returns, a £5.95 fee will be deducted from your refund to cover the cost of the Royal Mail returns label.
    • We offer free returns and a 10% bonus for customers who choose a refund via gift card/ store credit.

       

  6. International Returns:
    • International customers may use our returns portal, but return labels are not provided. All international customers must arrange their own returns.


  7. Post Your Parcel
    • 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 your return receipt until your refund/exchange has been issued.

 

Important Notes:

  • Sale Items: Sale items are eligible for store credit only, unless faulty.
  • Original Condition Requirements: Items must be returned in their original condition—unworn, undamaged, free from makeup, pet hairs, deodorant, and perfume, with all original tags and ribbons attached.
  • Email Notifications: Check your junk/spam folder for any email notifications or returns labels.
  • Refund Selection: By accepting our terms and conditions within the returns portal, you confirm the selected form of refund (e.g., store credit, gift card). Refund forms cannot be changed after selection.
HOW DO I ACCESS THE RETURNS PORTAL?

Please click here to 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 sent out to you via the shipping method chosen from your original order. 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.

Please note: Sale items are eligible for exchange or store credit only.

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 sent out to you via the shipping method chosen from your original order. 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.

Please note: Sale items are eligible for exchange or store credit only.

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).

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.

Please note: Sale items are eligible for exchange or store credit only.

Any items that our quality check team deem as unreturnable will be held in our warehouse for a maximum of 3 weeks, during 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.

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.

Please note: Sale items are eligible for exchange or store credit only.

Any items that our quality check team deem as unreturnable will be held in our warehouse for a maximum of 3 weeks, during 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.

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, £5.95 will be deducted from your refund to cover the cost of the Royal Mail returns label generated within the returns portal.

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, £5.95 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.

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.