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

  • Ensure all items are in their original condition (see important notes below).
  • Include your original packing slip with your order.
  • If you don’t have the packing slip, include a note with:
    • Your full name
    • Email address
    • Order number
    • Name of the item(s) being returned
    • Reason for the return

      Important:       If a parcel is returned without paperwork enclosed, we cannot process the return.

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.
  • Choose a refund option:
    • Store credit/gift card (with a 10% bonus)
    • Refund to original payment method (full-price items only)
    • Exchange for another size (full-price items only)

Returns for Sale Items

  • Sale items are eligible for store credit only, unless faulty.
  • If returning sale items purchased under a Buy 2, Get 1 Free promotion, the refund will be adjusted to reflect the recalculated order value.

Returns for Full-Price Items

  • Refunds for full-price items can be issued to the original payment method or as store credit.
  • If you opt for store credit, you will receive an extra 10% bonus on your refund amount.

3. Return Shipping Fee

  • For all UK returns, a £6.95 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 store credit/gift card.

International Returns

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

4. Post Your Parcel

  • Take your parcel to your local post office using the Royal Mail returns label or QR code generated in the returns portal.
  • Keep your return receipt until your refund/store credit has been issued.

Important Notes

📌 Sale Items: Sale items are eligible for store credit only, unless faulty.

📌 Original Condition Requirements:
All items must be returned unworn, undamaged, and free from:

  • Makeup
  • Pet hairs
  • Deodorant & perfume
  • Other signs of wear
    All original tags and ribbons must be attached.

📌 Email Notifications:

  • Check your junk/spam folder for return confirmation emails or refund updates.

📌 Refund Selection:

  • By accepting our terms and conditions within the returns portal, you confirm the selected form of refund (store credit, gift card, or refund to payment method).
  • Refund selections cannot be changed after submission.

📌 Buy 2, Get 1 Free Returns:

  • If returning part of an order where this promotion was applied, the refund will be adjusted to reflect the correct pricing after the free item is removed.
BUY 2, GET 1 FREE - RETURNS & STORE CREDIT POLICY

Our Buy 2, Get 1 Free promotion applies only to sale items, giving you even more savings on your favourite discounted styles. Please read our return policy carefully before purchasing.

Returns & Store Credit:

  • All sale items, including those purchased under this promotion, are eligible for store credit only. Refunds to the original payment method are not available.
  • If all three items are returned, store credit will be issued for the amount paid (excluding the free item).
  • If you return only the free item, no store credit will be issued, as the item was provided at no cost.
  • If you return one of the paid items, the promotion will no longer apply, and store credit will be adjusted accordingly.
  • If you return two paid items and keep the free one, the free item will no longer qualify as free, and its value will be deducted from your store credit.

No Exchanges – Store Credit Only

  • We do not offer direct exchanges. If you wish to swap an item, store credit will be issued, allowing you to repurchase your preferred item separately.
  • If the item you want is still in stock, we recommend repurchasing quickly to avoid missing out.

How We Process Your Return

We use Swap Commerce to automate returns and store credit issuance, ensuring a smooth process. Once your return is approved:

  • Store credit will be issued via a gift card, which does not expire.
  • You can use this credit towards any future purchase on our website.

📌 Important Notes:

  • All returned items must be in their original, unworn condition with tags attached.
  • Our standard return window applies.
  • Store credit cannot be converted back into a refund.
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 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 after processing 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 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).

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.

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, £6.95 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 7 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.