Returns

We hope you are delighted with your purchase, but if you are not, you can return any item (excluding monogrammed or personalised, custom goods) within our returns period, provided the goods returned are in perfect, resalable condition with their original packaging.

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

How to Return - UK

To be more environmentally friendly, we have adopted paperless returns.

A summary of our returns process

  1. Customer to notify of intention to return goods with 14 days and advise order number and goods to return
  2. Rebecca Udall to send a suitable returns label (this will depend on the size/weight of your goods), or the customer can choose to send back via another suitable, insured courier. 
  3. We will refund you within 7 working days of receipt of returned goods, should they be in line with our returns policy.

    Our registered office is not the correct address for returns. You must please email or phone us before a return is made so we can provide you with the address and confirm that the return is ok. It also allows us to enter the return in to the system so that we can smoothly process it.

    Deliveries that are sent to our registered office may not be received, and in such case we would not be liable to refund you. If they are received well upon forwarding, refunds will incur an admin and postage fee of £10 which covers the admin and postage cost of forwarding the parcel to our warehouse.

    Full Instructions on How to Return - UK

    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 (a fee of £5 will be deducted from your returns amount) with instructions on how to return. You can choose to send back by another courier, if you wish. If you prefer to send back by another courier, we require you to email us with information and to confirm the returns address.

    3. 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 process your return:

    1. Within 14 days of receiving delivery of your goods, please email customerservice@rebeccaudall.com with the following information:

    • 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.

      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 to accompany your order. Should the Proforma invoices not be completed, we will be charged import fees on the shipment as this may be deducted from the refund amount due to you.

      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. Kindly note that the price you paid for shipping is often not the actual cost to us for shipping.

      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 7 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.

       

      FULL RETURNS POLICY - UK

      Should you not be delighted with your order, you can return any item excluding monogram and custom orders within 14 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. 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 14 days of notifying us of your intention to return 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 14 days of receiving your goods, provided is it not a custom or monogrammed order, which are non-refundable.

      You must notify Rebecca Udall by email or telephone 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 Rebecca Udall Atelier products 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 14 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 14 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.