Return your item(s) within 28 days for a refund or exchange. No returns or exchanges are possible on custom or monogrammed items due to their personalised nature.
To attain a returns label for UK returns, please click here. The cost of the Royal Mail label is £4 which will be deducted from your refund total. We are happy for you to return goods by another method if you would prefer, but the goods are your responsibility until back with us.
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.
Please note that it can take up to 2 working days, but usually sooner, from us receiving your parcel to action a refund. We appreciate you waiting this time before emailing us to follow up on your refund.
Return within 28 days. No shipping that may have been paid can be refunded. If you have paid duty to your country, you will need to contact your local government entity for a refund. Please ensure that you clearly state that the goods are being "returned to origin" on the customs declaration.
Please ensure you are familiar with our all 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 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.
Our returns policy does not affect your statutory rights.
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 email@example.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.
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 28 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 28 days, you must notify us by post or email (firstname.lastname@example.org) 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 28 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.
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 within 48 hours of you opening the parcel and no later than five days from 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.
We are happy to provide you with a Royal Mail label for faulty returns within the UK. For international returns, please contact us.
If a fault develops outside of the 28 day return period, please contact us by email at email@example.com.
Please take time to read our the Care Guide listed on the product page and the care guide 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.
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.