WHAT IS YOUR RETURNS POLICY?

OUR RETURNS POLICY - UK

We hope you are thrilled with your purchase, however if you are not, you can return any item, except custom orders, within 30 days of receipt. This is on the condition that the goods are returned to us complete, in perfect condition, unused, unwashed and with all original packaging including any tags attached. You are not able to return items customised for you, which includes our custom cord colour bed linen and monogrammed items. Our returns policy does not affect your statutory rights.

We will refund you on to the card or payment method which was used to make your purchase. 

We offer a free returns service for UK mainland customers only. To attain your postage label, please email us: customerservice@rebeccaudall.com and we will send back a prepaid returns label for a Hermes or similar courier drop off point. Please note that if you do not return the item within 14 days of us issuing the label, you will not be able to return your item.

Rebecca Udall cannot refund you for any other parcel service you may choose to use, or be held responsible for damage or loss if the product is returned using a  different service.

For those living in the UK but not UK mainland, we will refund up to £5 of the cost of returning the item(s) to us. You are advised to use an insured and trackable service as Rebecca Udall cannot be held liable for any loss or damage on returning the items to us.

OUR RETURNS POLICY - REST OF WORLD

You are able to return your order to us within 14 working days, provided is it not a custom or monogrammed order, which are non-refundable.

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. 

YOUR LEGAL RIGHT TO CANCEL

For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below.

We offer you 30 days after the day you (or someone you nominate) receives the products to change your mind.

To cancel your order, you must follow the procedure set out under ‘How to return your item’ section. To meet the cancellation deadline of 30 days, you must notify us by post or email (customerservice@rebeccaudall.com) that you wish to exercise your right to cancel, before the cancellation period has expired. Please keep a record of your cancellation notification for your records.

If the products have been dispatched to you or you have received them, you must return them to our fulfilment site without undue delay. If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any case, not later than 30 days after which you advised us in writing your cancellation of your order to us. You will need to consider the direct cost of returning the order to us.

If you are exercising your right to change your mind and cancel the contract, you will receive a full refund, minus any applicable delivery charges, of the price you paid to the original payment method. We will process the refund without unnecessary delay and in any event, not later than either i) 14 days after the day we receive the returned goods or ii) if there were no products to be returned, then 14 days after the day we received written communication of your cancellation.

If you are exercising your right to change your mind:

  • We may reduce the price at which we refund you (excluding delivery costs) to reflect any reduction in value to the goods, if this has been caused by your handling, in a manner which would not be permitted in a shop. If we refund you the price you paid before we are able to inspect the goods, later discovering that you handled them inappropriately, then you must pay us an appropriate amount,

WHICH ITEMS CANNOT BE RETURNED?

Whether exercising your legal right to cancel or returning a product under our returns policy, you do not have a right to return the following or cancel your order in respect of:

  • Products that are custom and made to order, such as our coloured 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.

  • Products sealed for health protection or hygiene purposes once you have unsealed them. For example: duvets, mattress toppers and pillows if the sealed packaging has been opened or tag removed.

HOW TO RETURN YOUR PURCHASE

You should return your goods by post and we would always recommend a tracked and suitably insured service. Please keep receipt and tracking details of your return for your records if something occurs during delivery back to us.

The delivery note that came with your parcel has clear instructions of how to do this. Please complete the returns form of the delivery note so that we know what you are returning and why, and enclose this note within your returned parcel.

Please always include a daytime telephone number and your email address in case we need to contact you about the return – this should be included on the order form we sent to you with your parcel.

If you no longer have your delivery note, please include a letter with your name, address, email address, daytime telephone number and order number, if possible. Please let us know what you are returning and why.

We are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

Please ensure the packaging used to return the goods are suitable for the weight, size and type of goods posted (eg glass should be packaging appropriately) to ensure their safe return. We are not liable to refund goods that are 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.

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. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Please let us know about the fault so that we can check similar items that came in the same batch or order.

We will refund you for return postage on faulty items.

If a fault develops outside of the 30 day return period, please contact us by email at customerservice@rebeccaudall.com.

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

Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.

CAN I RETURN AN ITEM I RECEIVED AS A GIFT?

An item that was received as a gift can be returned for an exchange, provided it is a product we currently sell, is not a personalised or made to order product, and it is in its original packaging. This does not affect the purchaser's legal rights.