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 items are in their original condition (see requirements below).
  • Include your original packing slip.
  • If you don’t have the slip, include a note with:
    • Full name
    • Email address
    • Order number
    • Item(s) being returned
    • Reason for return

⚠️ Important: Returns without paperwork cannot be processed.

 

2. Visit the UK Returns Portal

  • Enter your order number (from your invoice or confirmation email).
  • Select the item(s) you’re returning.
  • Choose your refund option:
    • Refund to original payment method (full-price items only)
    • Store credit/gift card (+10% bonus)
    • Exchange for another size (full-price items only)

 

3. Return Shipping Fee

  • UK returns: a £6.95 fee is deducted from your refund to cover the Royal Mail returns label.
  • Free returns + 10% bonus for customers who choose store credit/gift card.

 

4. Post Your Parcel

  • Drop off at your local Post Office using the label or QR code from the portal.
  • Keep your proof of postage until your refund or store credit is confirmed.


Returns Policy Details

  • Sale Items
    • Sale items are eligible for store credit only, unless faulty.
    • No direct exchanges.

 

  • Full-Price Items
    • Refund to original payment method or store credit (with a 10% bonus if you choose credit).

 

  • Original Condition Requirements
    All returns must be:
    • Unworn, undamaged, and in original condition
    • Free from make-up, pet hair, deodorant, perfume, fake tan, body lotions, or odours
    • Returned with all RARE LONDON ribbons and tags attached

 

⚠️ Items returned without ribbons/tags, or showing signs of wear, will not be accepted as returns or considered faulty.

 

  • International Returns
    • Use the Returns Portal to register your return.
    • Labels are not provided — international customers must arrange and pay for their own return shipping.

 

  • Processing Time
    • Once your return reaches our warehouse, please allow up to 15 working days for processing.
    • You’ll be notified by email when your refund, store credit, or exchange is complete (check junk/spam if not received).

 

  • Refund Method
    • By completing your return in the portal, you confirm your chosen refund method (refund, gift card, or store credit).
    • Refund selections cannot be changed once submitted

 

FAQs

HOW DO I ACCESS THE RETURNS PORTAL?

Please click here to access the returns portal.

CAN I EXCHANGE MY ITEM?

Yes — we do offer exchanges. Once we receive your return, it can take up to 4 working days for us to process the exchange and dispatch your replacement.

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

WHAT IF MY ITEM IS FAULTY OR DAMAGED?

We’re sorry if your item hasn’t arrived in perfect condition. Please contact us as soon as possible with your order number and clear photos of the fault/damage.

To process your claim, the item must be returned with all original attachments, including the Rare London ribbon and tags.

If the item is confirmed to be faulty, we’ll arrange a refund, replacement, or repair in line with your statutory rights.
Please note that damage caused by wear, misuse, or not following care instructions is not considered a fault.

WHAT ITEMS CAN I RETURN?

If you’re not completely satisfied with your purchase, you can return your item(s) to us in their original condition. All items must be unworn, undamaged, and returned with the Rare London ribbon and labels attached.

Please take extra care when trying on your new purchases. Unfortunately, we cannot accept returns that are marked or tainted with make-up, fake tan, body lotions, perfumes, or body odours.

Sale items are eligible for exchange or store credit only.

Any items that do not meet our returns standards will be deemed unreturnable by our Quality Check team. These items will be held in our warehouse for up to 3 weeks, during which time you must arrange collection. If collection is not arranged within this period, the item(s) will be disposed of.

HOW LONG DO I HAVE TO RETURN MY ORDER?

Returns
We accept returns within 14 days of delivery for a full refund (excluding sale items). Returned pieces must be unworn, undamaged, and in original condition with all tags attached.

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

Extended Returns
If your return arrives after the 14th day, you’ll receive a Rare London gift card equal to the value of the returned item(s).

  • Gift cards are valid for 9 months from issue and are non-transferable.
  • After 6 months from purchase, we’re unable to issue a gift card.
  • The 10% gift card bonus is only available on returns received within the 14-day window.

Faulty Items
This policy does not affect your statutory rights. If you believe your item is faulty, please contact us as soon as possible — ideally within 30 days of delivery — for a full refund or replacement. Please note, damage caused by wear, misuse, or not following care instructions will not be treated as a fault.

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 your parcel reaches our warehouse, you’ll receive an email confirmation.

All returns and exchanges are processed within 15 working days of receipt. You’ll be notified by email as soon as your refund, exchange, or gift card has been issued.

If you haven’t received your confirmation within this timeframe, please contact us at customer.service@rarelondon.com.