We have a paperless returns policy to reduce our impact to the environment. All information can be provided here. Please ensure to contact us before you make any return, to receive the correct returns address and to ensure smooth process of your return.
Returns Overview
Items purchased directly through ourselves (rebeccaudall.com) in a new and resaleable condition (including all dust bags/packaging) may be returned for a refund, where you notify us of your intention to return any goods via email or telephone within 14 days of delivery from Us, and you return the goods within 28 days from the date of delivery to you. The cost of returns is at the cost of the Customer.
Unfortunately, we are not able to offer exchanges unless you have a faulty or damaged item. Please return the goods and place a new order.
Once your return is received back, we expect to process your return within 7 working days. Returned goods are to be in line with the information here and our Terms & Conditions.
Please be aware that gift cards, bespoke or personalised goods and products where the hygiene seal has been broken - such as pillows and duvets, are not possible for return or exchange. This does not affect your statutory rights.
Should you require a longer returns period due to moving house or other circumstances where a longer returns period may be necessary, please contact us prior to purchase - we are very happy to help.
Returns Process
To make a return:
- Contact us to advise of your intention to return along with your order number, name and items to be returned (contact details below)
- We will provide the returns address & give you a returns number to include in your package for identification. We will also offer to provide a returns label using our couriers, if preferred. This would be at a cost to you - £5 for domestic, international varies. You are welcome to use another courier, if you prefer.
- Re-package the item/s you’d like to return (please ensure due care with fragile goods, in the way we sent them to you)
- Post the package back to us
- We will contact you or refund you within 10 days of receipt of the returned goods
Faulty and damaged on receipt goods
We are very sorry if your goods have not arrived as expected, we appreciate how frustrating this is. If you believe you’ve received a faulty, incorrect or damaged item, please first contact us at customerservice@rebeccaudall.com, along with a photo where it is appropriate.
Contact
For more information, please Email us or contact Customer Services.
Exchanges
We are unable to offer exchanges unless you have a faulty or damaged item, or the item is a Gift Exchange - further information below. Please return the goods and place a new order.
Sending Goods Back to Us
Please ensure that all Rebecca Udall returns sent to us are handled by an insured carrier, if you don't use one of our returns labels, and are suitably packaged for return, as they were sent to you. We strongly recommend a tracked and signed service.
Please always retain proof of posting back to us. Rebecca Udall cannot be held liable for any returned items that fail to arrive or that arrive in a non-resalable condition due to poor re-packaging (if you send goods back as we have sent them to you, this will always be ok).
All goods should have all and any tags, packaging and other accompanying items included to be valid. Sets can be returned in the set as they were purchased only. 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.
Please be advised that this policy only applies to customers who have purchased directly from our website. Any other returns, you should contact the marketplace or where you purchased them from.
Where you have used a promotional discount on your order that was valid on a minimum spend, the total amount refunded will be net of the pro-rata amount of the discount, assuming the discount was valid on the returned item. For example, if you receive £20 off £200 spend, and you return £100 worth of goods back, a £90 refund will be due back.
Our returns policy does not affect your statutory rights.
International Returns
Europe
For returns from Europe where Rebecca Udall have delivered on a basis where all import fees are covered by ourselves, due to complexities post-Brexit, regrettably we are only able to offer an exchange or a refund on to a gift card equal to the value of the goods you have purchased (net of shipping), valid for 12 months. Please contact us to initiate a return within 14 days of receiving the goods customerservice@rebeccaudall.com.
Rest of World
For international returns, inbound and outbound 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, regrettably we are unable to assist with this (this is not applicable to the USA and Australia). Please ensure that you clearly state that the goods are being "returned to origin" on the customs declaration.
For international returns, we are not responsible for any customs or duties charges incurred when returning the items. To avoid this happening we will always provide clear instructions and proforma invoices for you to sign and include with your returns to prevent this happening. Further details below.
Any items returned outside of the return period or that are damaged, used or otherwise unsaleable will not be accepted and will be returned to the customer.
Gift Returns (where you are not the purchaser)
Unwanted gifts can be exchanged (excludes gift cards) for the price they were purchased at within 30 days of the original purchase date, provided it is:
- a product that we currently sell, is not in the outlet or any sale collection on our website
- is not a personalised, bespoke or made to order product
- you can confirm the name of the purchaser so we can verify the order
- it is in its original packaging and is unused, in resalable condition
Please be aware if an item was purchased as part our outlet, archive or sale, an exchange only is valid when we are contacted within 14 days of delivery to the purchaser, as these items are being discontinued.
The exchange is valid on any products excluding gift cards and the value will be based on the price the purchaser paid for the goods. Return shipping costs and reshipping fees would be applicable to the exchange.
Please contact customerservice@rebeccaudall.com to arrange.
