Refund policy

We offer a 14-day return policy, meaning you have 14 days from the date you receive your order to request a return.

Please note: Return shipping costs are the responsibility of the customer. At this time, we do not offer free returns. Returned parcels remain the customer’s responsibility until they reach us, so we strongly recommend packing items securely.

To qualify for a return, your item must be:

  • In its original condition – unworn, unwashed, and with all tags still attached
  • Returned in its original packaging

Important: If the item is returned with marks such as make-up or shows signs of wear, your return may be declined. Please take care when trying on items.

To initiate a return, please log in to your account and register the return here:


Log Into Your Account

 

Once your return is approved, you will receive a return label with tracking. This label will be valid for 7 days. Print your return label and attach it to the package. Cover or remove any old shipping labels. Ship the package with the selected courier. Usually this will be Royal Mail. Track your return to make sure we get it. 

Need a different size? We offer complimentary delivery on replacement items when exchanging for a different size, subject to return approval. Please see our exchange policy for future details.

Damaged or Incorrect Items

Please check your items upon delivery. If your order arrives damaged, defective, or incorrect, contact us immediately so we can resolve the issue promptly.

Non-Returnable Items

We do not accept returns for:

  • Items marked as sale
  • Gift cards

Exchanges

We offer exchanges for size changes only. To request a different size, please return your original item through our returns process. Once your return is approved, we will dispatch your replacement size with complimentary delivery at no additional shipping cost.

If you would like a different colour or style, please return your original item and place a new order.

Refunds

Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 10 business days.

Please allow additional time for your bank or credit card provider to process and post the refund.

If it has been more than 15 business days since your return was approved and you haven’t received your refund, please contact us at: info@raaeuk.com