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 within 14 days, and you return the goods within 28 days. The cost of returns is at the cost of the Customer.
You can attain a returns label at cost from ourselves or you may return goods using your preferred courier.
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 10 working days. Returned goods are to be in line with the information here and our Terms & Conditions.
Faulty or Damaged Goods
We are very sorry if your goods have not arrived as expected. 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.
Items Not Applicable for Return
Gift cards, bespoke or personalised goods, and products where the hygiene seal has been broken (filled pillows and duvets), are not possible for return or exchange. This does not affect your statutory rights.
Conditions of Return
Any item(s) returned must be in an unused, unwashed and re-saleable condition, with all garment and care tags still attached and in its original packaging (dust bags and similar and tags attached). Please ensure that delicate items are appropriately packaged as they were shipped to you. Items that are damaged due to improper care for returning may not be refunded.Please note that returns can take up to 10 working days to process after they have been delivered back to us.
International Returns Information
For returns outside of the UK, shipping costs are non-refundable. The cost to return the goods are the responsibility of the customer. We can support with arranging a returns label or you can return the order via your preferred courier. If you use your own courier, we recommend a tracked and insured service and you must ensure the goods are shipping back to us in a manner which means we will not incur import fees. In such case, your shipment may not be delivered to us or the fees would be deducted from the refund due.
European Returns
For European returns 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 a product exchange or a credit 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.
USA, Australia and Rest of World Returns
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.
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.
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.
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. All goods should have all 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.
Gift Returns
Please contact us to check the possibility to exchange an unwanted gift, 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 must be an order that has been placed directly with ourselves via rebeccaudall.com)
- it is in its original packaging and is unused, in resalable condition
Return shipping costs would be applicable to the exchange. Please contact us.
Returned goods are to be in line with the information here and our Terms & Conditions.
