UK Returns

To return an item from your order, you need to notify us by email or telephone of your intention to return within 14 days of receiving the goods. You then have 14 days for the item to be received back to us.

Notifying us of your intention to return beyond 14 days for full price goods, we will consider offering you a gift voucher. Sale and outlet purchases are non-refundable or exchangeable after 14 days.

Please kindly note that no returns or exchanges are possible on custom or monogrammed items due to their personalised nature. Currently, we are unable to offer exchanges unless your item is faulty. If you would like to exchange an item, please return the unwanted item(s) and place a new order.

At present, we are not able to offer free returns. A £5 fee will be deducted from your refund for the returns shipping cost if you choose to use our returns label. We are happy for you to return goods by another insured method if you would prefer, but the goods are your responsibility until they are back with us. 

Please kindly note that if you have ordered via marketplaces Glassette and Wardrobe Icons, that you need to contact their Customer Care team and follow their returns process. Thank you.

How to Return - UK

To be more environmentally friendly, we are no longer sending returns forms with orders.

To process your return:

1. Please email customerservice@rebeccaudall.com with:

  • Your order number
  • Item(s) to be returned/exchanged
  • Reason - such as size, colour, etc. Please be honest as this is really helpful information for us and we greatly appreciate it.

We will then send you an appropriate returns label and instructions for how to return, or you can choose to send back by another courier. 

3. You must retain proof of postage until refunded. Please endeavour to package items safely as they were posted to you.

4. It can take up to 4 working days, but usually sooner, from us receiving your parcel to action a refund. You will receive an email confirming that your refund has been actioned. Following this, refunds can take 5-7 working days to appear in your account. We appreciate you waiting this time before emailing us to follow up on your refund. Please note any shipping costs you may have paid are non-refundable. 

Please ensure you are familiar with our full returns policy further down the page.

How to Return - International

To be more environmentally friendly, we are no longer sending returns forms with orders.

To process your return:

1. Please first email customerservice@rebeccaudall.com with the following information:

  • Order number
  • Advise your intention to return or exchange 
  • Item(s) to be returned/exchanged
  • Reason - such as size, colour, etc. Please be honest as this is really helpful information for us and we greatly appreciate it. 
  • You must email us within 14 days of receiving delivery of your goods. Otherwise any returns will be on a gift voucher basis only.

2. We will complete a proforma invoice for you for the items you wish to send back and return this to you via email, which will need to be accompanied with your order. You will need to print 5 copies of this and sign it. 

3. If you would prefer, we can arrange collection on our DHL account. Please note the cost of returns shipping is at the cost of the customer. We are able to provide an estimate for the return shipping cost back to us via our DHL account but cannot confirm the cost of the return until it is back with us. Please note the price you paid for shipping is often not the actual cost to us for shipping, it is usually more - please bear this in mind.

We are happy for you to return goods by another insured method if you would prefer, but the goods are your responsibility until back with us. 

3. You must retain proof of postage until refunded even if you have used our returns label system. Please endeavour to package items safely as they were posted to you.

4. Please note that it can take up to 4 working days, but usually sooner, from us receiving your parcel to action a refund. You will receive an email confirming that your refund has been actioned. Following this, refunds can take 5-7 working days to appear in your account. We appreciate you waiting for this time to pass before emailing us to follow up on your refund. Please note any shipping costs you may have paid are not refundable. For international refunds, the amount you receive back can be less than what you paid based on exchange rates and fees applied by your bank. This is completely outside of our control. 

Please ensure you are familiar with our returns policy below.

 

OUR RETURNS POLICY - UK

Should you not be delighted with your order, you can return any item excluding monogram and custom orders within 28 days of receipt. This is on the condition that the goods are returned to us complete and in perfect resaleable condition: unused, unmarked, unwashed and with all original packaging attached.

You are responsible for the cost of returning the items to us. No shipping costs that may have been paid are possible for refund. We will refund you on to the card or payment method which was used to make your purchase. 

Please ensure the packaging used to return the goods is suitable for the weight, size and type of goods posted (eg glass should be packaged appropriately) to ensure their safe return. We are not liable to refund goods received by our warehouse that are damaged on arrival due to poor packaging. In this case, we would advise you of the condition of the goods received by photograph and would recommend that you take up an insurance claim with the postal service you used.

Our returns policy does not affect your statutory rights.

International Returns

Return within 28 days, having notified us of your intention to return within 14 days of receiving the goods. Shipping costs are non-refundable. If you have paid duty, VAT or import fees, you will need to contact your local government entity for a refund. We are not able to assist with this. Please ensure that you clearly state that the goods are being "returned to origin" on the customs declaration.

OUR RETURNS POLICY - REST OF WORLD

You can return your order to us within 28 days of receiving your goods, provided is it not a custom or monogrammed order, which are non-refundable.

You must notify Rebecca Udall of your intention to return before posting your items back to us. The items must then be shipped within 7 days of our acknowledgement. The items can be sent on a postal service that takes up to 10 working days. 

You must notify us of your intent to return your item by contacting us at customerservice@rebeccaudall.com. You are advised to send your parcel by a trackable and insured service as Rebecca Udall can't be liable for any loss or damage on return to us. The cost of returning the item to us is non-refundable, as is any original delivery charge you may have paid.

WHICH ITEMS CANNOT BE RETURNED?

Products that are custom and made to order, such as our custom cord bed linen or those that are made to your unique specification or that are personalised for you, such as items bearing names or initials, such as monogrammed napkins.

WHAT IF THE ITEM IS FAULTY?

In the unfortunate and rare case that you receive a faulty item, please contact us as soon as possible. Items that have arrived to you damaged must be reported to us with photo evidence at the earliest possible opportunity, and within 48 hours of receiving the parcel. 

If you have identified the fault within 28 days of purchase and it is unused, then you can return the item under our normal return procedure for an exchange or refund. Please let us know about the fault so that we can check similar items that came in the same batch.

If a fault develops outside of the 28 day return period, please contact us at customerservice@rebeccaudall.com.

Please take time to read our the Care Guide listed on the product page and the care guide you may have received with your item (provided with towels, cutlery, bed linen and table linen), as well as taking note of care labels sewn in to the item. 

CAN I RETURN AN ITEM I RECEIVED AS A GIFT?

An item that was received as a gift can be returned for an exchange at the price of the goods at the time of exchange.

You can exchange unwanted gifts within 45 days of purchase, provided it is:

  • a product that we currently sell
  • is not a personalised or made to order product
  • you can confirm the name of the gifter
  • it is in its original packaging and is unused, in perfect resalable condition

Kindly note gift returns are not possible to be exchanged for store gift cards. This does not affect the purchaser's legal rights. If you would like to discuss an extended gifts return period, please contact Customer Care to discuss.