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Help & FAQs

Shopping

Do I need to have a registered account to place an order online?

Yes you will have to register with rarelondon.com to complete your order. Having an account not only speeds up the order process for future orders but it will help you keep track of your order history and keep up-to-date with any items you are interested in.

How do I open an account?

To open account you need to register your details on our website. Click the Log In button on the top of the Rare Homepage and click to register your details.

I have a query regarding my account, who do I speak to?

Please get in touch with our Customer Service team at info@rarelondon.com with details of your problem or query and our advisors will endeavour to answer all of your queries.

Do you produce a catalogue or brochure?

We do not produce a catalogue for our customers as all our products are available on our website. Our website is updated every week with new products and information.

Can I buy a Rare Gift Card or Voucher?

We do not have a Gift Voucher system available. 

Can I buy items by mail order?

We do not allow mail order purchases and all orders must be made through our website.

How do I make a purchase?

Log in to your account and browse the website, when you have found the item(s) you are looking for, add them to your shopping basket and follow the instructions to checkout.

I have forgotten my password, what should I do?

Go to the Log In page, click the 'Forgot your password?' link and fill in your email address. A new password will be sent to your email address so that you can log in. You can then change your password in your Customer Account.

Which Payment Methods does Rare accept?

Rare accepts Credit/Debit Card payments from the following providers:

  • Visa
  • Visa Debit
  • Visa Electron
  • Mastercard
  • We also accept payments via PayPal.

How do I know if you have received my order?

When you make a successful order with us, an email confirmation is sent to the email address you provided. This will contain your order number and details of the items you ordered. This is confirmation that your purchase has been made and your payment has been accepted.

Can I make changes to my order?

We cannot amend your order once we have received it. This includes adding and removing items, changing size/colour of items or adding in a discount code.

What happens if an item on my order is not available?

If an item you have ordered is not available when we come to dispatch it, you will be informed via email that we are unable to ship the item and you will be informed of the options available to you.

Can I cancel my order before it is dispatched?

(UK Mainland Order)

Please contact Customer Services on info@rarelondon.com within 12 hours of making your order (Standard, Free, Royal Mail Delivery) or within 1 hour (Gold Next Day, Saturday Delivery). Please let us know your order number and contact details. A refund will be processed as soon as possible.

If you have already received your dispatch email, please get in touch with customer services as soon as possible, we may be able to cancel delivery and recall your parcel (UK Mainland Delivery).

(International Order)

Please contact Customer Services on info@rarelondon.com within the first 7 days after you have ordered. Your order can be cancelled and refunded on the understanding that you will return the parcel to us unopened and in perfect condition.

If you wish to cancel your order after the 7 days please wait until your order has arrived and then return it for a refund.

Is it safe to shop at Rare?

Yes. Our website is secure and all your details are password protected to provide a safe shopping experience.

Is it safe to pay by Credit Card?

Yes. All our payment methods are safe and secure and are covered by fraud protection.

When will my credit/debit card or PayPal account be charged?

Your card will be charged at the time of placing your order, irrespective of delivery options.

Can I complete my order by telephone?

We only accept orders made through our website, however, if you are having difficulties you can contact customer services on info@rarelondon.com.

How do I know that I am buying the right size?

At Rare we work by UK Clothing sizes but we have a sizing chart on our website to convert to international sizes. If you have any concerns about the fit, please Email our Fashion Advisors with the style code of the item you are interested in and details of any measurements you require. Our advisors will get back to you as soon as possible.

I’ve made a mistake with my billing or delivery details

Please contact Customer Services on info@rarelondon.com as soon as possible after you notice the mistake, our advisors will advise you on how to fix the problem.

I’ve changed my mind about the size or colour of an item I have ordered

Customer Services are unable to amend orders once they have been received, please request a cancellation or continue with your order and request an exchange upon receipt.

Why can’t I log in to my Rare account?

If you have logged in before and you are only recently having difficulty it may be because you have entered your email address or password incorrectly. Please check your details and try again. If you have paid by PayPal, please contact our customer service team as you may need to re-register your details.

If you still have problems, please get in touch with Customer Services on info@rarelondon.com with your Rare registered email address.

My order still says processing

We process orders one working day after they have been received. During busy periods, this can be extended to 3 working days. We dispatch the days parcel at 16:30, Monday – Thursday and 15:30 on Fridays. If your order is still processing 3 days after you have made an order, please get in touch with Customer Services on info@rarelondon.com with your order number as there may be an unidentified problem.

My money has left my account but I have not received an order confirmation, is there a problem?

We automatically send an order confirmation once an order reaches our system, if you do not receive one this may indicate a problem with your order. Please contact customer services, as soon as possible, on info@rarelondon.com with your name, payment method, date/time of purchase and amount paid. Our advisors will identify any problems and resolve any issues if necessary.

Vouchers

Where do I enter my discountcode?

Please enter all discount / promo / voucher codes in the shopping bag area.

My Rare discount code is not working, why?

Some of our voucher codes have restrictions on them such as; minimum spend allowance, brand/price restrictions so please check the terms and conditions of each code. If your voucher code is still not working, please email info@rarelondon.com with details of the voucher, the item(s) you would like to use it on and we will get back to you as soon as we can.

I have forgotten to include my voucher code on my order. Can it be applied now?

Unfortunately we are not able to apply voucher codes to order that have already been placed.

Mailing List

Can you add me to your email list?

You can register to our newsletter on our homepage, in the bottom right hand corner.

You can also change your subscription preferences through your Customer Account. Log in and click to view 'My Account'. Click on the tab 'Newsletter Subscriptions' tick the relevant box and update your status.

Can you delete me from your email list?

You can change your subscription preferences through your Customer Account. Log in and click to view 'My Account'. Click on the tab 'Newsletter Subscriptions' untick the relevant box and update your status.

Alternatively, please contact customer services on info@rarelondon.com with your email address and our advisors will take care of it.

Product Enquiries

I am interested in a particular items measurements or style.

Please Email our Fashion Advisors with your name and contact email address and the style code and size of the item you are interested in. We promise to answer these emails as soon as possible so that you can make your decision.

Do you sell the product I am looking for?

To find a particular product, you can use our search box or browse by brand and item type. If you cannot find what you are looking for, please contact customer services on info@rarelondon.com with the item’s name, style code or a description of it. If the item is not available, we will inform you if or when it will become available.

The item I am looking for is out of stock. Will it come back in?

All our restocked items will appear in our “Back In Stock” section so keep checking back for the item you are looking for.

If you have a query about a particular product, please email customer services on info@rarelondon.com and our advisors will check our upcoming orders and advise if and/or when the item will become available.

How can if find out what measurements Rare sizes are?

We have a size guide on our website to help you choose the right one:

http://www.rarelondon.com/about-us/size-guide

How will I know what the care instructions are on my items?

Every garment you receive will have a care label on the inside of the clothing with details of how to care for and wash it. Some details are included on the product information pages on our website.

I have seen a Rare product elsewhere for a different price, which is correct?

We do work with independent retailers and other clothing brands. While we can advise on the recommended retail prices for our clothes, we do not have control over the final pricing or promotions offered in these other shops.

Problems

I have a complaint. Who should I speak to?

We are sorry that you are unhappy with the service you have received. Please contact our Customer Service team on iinfo@rarelondon.com with details of your order number, date of order, problem and contact details.

Our Advisors take complaints very seriously and endeavour to resolve any issues on the same day that they are contacted.

I have positive feedback. Who should I speak to?

Here at Rare, we always like to hear good comments on our customers’ experience with us. If you have anything good to say, or wish to comment on your recent experience with Rare, please contact Customer Services on info@rarelondon.com with details or visit our Facebook page www.facebook.com/rarefashion. We always pass on comments to those involved.

I have an item missing from my order or I have received the wrong item

If an item on your order is crossed out and you have a note attached to your order, this means that the relevant item is out of stock. You will be contacted by Customer Services via email with the options available to you. This email will usually be sent within 48 hours of your order being made unless Weekends/Bank Holidays occur in the time since you made the order.

If there is no amendment made to your order and an item is missing, please email info@rarelondon.com with details of your order number, item(s) missing and contact email address. Customer Services will make every effort to get the missing item sent out to within one working day. (Stock depending)

If you have received an incorrect item, please email info@rarelondon.com with details of your order number, the Style Code/ Name of the item received and the item missing. Customer Services will make every effort to ensure that you receive the correct item within one working day. (Stock Depending)

I have received a faulty item

Please contact customer services within 2 days of receiving your parcel, with details of your order number, the faulty item and a contact email address. Please let us know whether you would like a replacement item (stock depending), customer credit, or a full refund on the item.

I received my order some time ago and the item I received has developed a fault or damage

Please contact customer services on info@rarelondon.com with details of your order number, order date, the item in question and the problem with it. Include any photographs of the fault if possible. Customer Services consider these on a case by case basis and there are a number of options available to resolve them.

I think the website is having technical problems. What do I do?

Before contacting us we recommend that you check that you are running the latest versions of your operating system and browser software. If the problem still persists, please contact Customer Services on info@rarelondon.com. To help us resolve the problem, please include as much information as possible such as:

  • Your Operating System (eg. Windows XP, Mac OS X 10.50, Windows 7)
  • Your internet browser (eg. Internet Explorer, Firefox, Google Chrome)
  • What URL you were trying to access, or where the problem occurs (eg. http://www.rarelondon.com/help-and-contact)
  • What time and date the problem occurred
  • Please cut and paste, or screen capture any error messages that appeared on the screen.

Our Advisors will hopefully get the problem resolved in as short a time as possible allowing you to continue shopping as soon as possible.

Delivery

Has my order been shipped out yet?

With the exception of Gold Next Day orders, we process orders the next working day after they have been received. At busy periods, this can be extended to 3 working days. Confirmation of Despatch is sent via email on the evening of sending the parcel out with details of tracking information.

Does Rare ship to multiple addresses?

No, Rare does not ship to multiple addresses; each order and all the items on it will go to one nominated delivery address. Should you wish to send different items to different addresses you must make different orders for them.

What packaging will my parcel be shipped in?

We send out our parcels in Polythene bags labelled with our logo and with our Return Address. The plastic is heavy duty and resists water, dirt and damage to a high standard.

Do I need to sign for my order?

Someone must be present to sign for your parcel, so please choose an address where someone is usually present in normal working hours. We will not be responsible where the person signing for the goods is not the person who has placed the order/paid for the goods. 

Our courier is under instruction to return and unsigned for parcel to their depot to try again another day, if numerous attempts are made with no success, the parcel will be returned to us where we will process a refund within 7 working days of its arrival.

Can I add delivery instructions to my parcel such as a safe place or nominated neighbour?

We do not have the process in place to add additional instructions for delivery, so please make sure that someone is present to sign for your parcel at the delivery address during normal working hours.

Can you deliver to PO Boxes?

Our couriers require signature upon a parcel’s delivery, as such, we are unable to deliver orders to PO Box addresses.

When will my order be delivered?

That all depends on the delivery option you have chosen:

Standard Delivery 

Orders received are delivered within 5 working days.

Eire Delivery 

Orders received are delivered within approximately 7-10 working days from dispatch day.

European Countries Delivery

Orders received are delivered within approximately 7-10 working days from dispatch day.

Non-European Countries Delivery

Orders received are delivered within approximately 7-10 working days from dispatch day.

Do you deliver to areas outside the UK?

We deliver to most countries outside the UK. Delivery can take up to 5 weeks on occasion, however most customers receive their orders around the 2-3 week mark.

We ship using the Royal Mail International Signed For service which requires a signature when your parcel is delivered.

A tracking number is provided for all International Parcels which can be tracked online at the Royal Mail website.

When your parcel reaches your country, it is passed into the hands of your domestic postal service and you should be able to continue tracking your parcel through their website.

How can I track my parcel?

When you receive your dispatch confirmation, you will see a Tracking Number for your parcel. You can track your parcel at the links below:

Royal Mail: http://track.royalmail.com

For International Royal Mail orders, once Royal Mail confirm that it has been sent to your country, you can then track your parcel using the same tracking number through your domestic postal service.

No information is available on my parcel

Sometimes it takes a few days for Royal Mail to update tracking information online, they will usually update within 5 working days of dispatch. If you have no information update after this time, please contact Customer Services and we will try and get some information for you.

What happens if I am not in to receive my parcel?

Your parcel will be returned to your local depot and a calling card left giving you a chance to book a redelivery or to collect it.

I have not been left a calling card, what should I do?

You should get in touch with the couriers Customer Service department by telephone or email with details of your parcel tracking number and book redelivery or arrange to collect your parcel.

Can I pick up my order from your warehouse?

Unfortunately, it is not possible to collect orders from our warehouse.

Returns

What is Rare’s return policy?

We are happy to offer a full refund if you are not 100 per cent happy with your purchase, provided that you return it in saleable condition within 28 days of delivery.

If we receive a returned garment outside of the 28 day exchange period we reserve the right to return the item to you without it being refunded.

When trying on items of clothing, please ensure that you are not wearing perfume / or deodorant or make-up which may leave a scent or marks on the item.

Please avoid environments which may leave an odour on the garments such as kitchens, garages etc.

We will be unable to accept the return of any item where there is evidence that these instructions have not been followed or the item is soiled. The item must be returned with the completed returns form on the back of your delivery note. 

We will refund back onto the payment method from which we received the payment.

*Please note that some things cannot be returned – items such as earrings are non-refundable for hygiene reasons.

Please make all returns to:

Customer Returns: Rare London

Unit 34,

Wellington Employment Park,

Dunes Way,

Liverpool,

L5 9RJ

 

How do I open an account?

To open account you need to register your details on our website. Click the Log In button on the top of the Rare Homepage and click to register your details.

I have a query regarding my account, who do I speak to?

Please get in touch with our Customer Service team at info@rarelondon.com with details of your problem or query and our advisors will endeavour to answer all of your queries.

Do you produce a catalogue or brochure?

We do not produce a catalogue for our customers as all our products are available on our website. Our website is updated every week with new products and information.

Can I buy a Rare Gift Card or Voucher?

We do not have a Gift Voucher system available. 

Can I buy items by mail order?

We do not allow mail order purchases and all orders must be made through our website.

How do I make a purchase?

Log in to your account and browse the website, when you have found the item(s) you are looking for, add them to your shopping basket and follow the instructions to checkout.

I have forgotten my password, what should I do?

Go to the Log In page, click the 'Forgot your password?' link and fill in your email address. A new password will be sent to your email address so that you can log in. You can then change your password in your Customer Account.

Which Payment Methods does Rare accept?

Rare accepts Credit/Debit Card payments from the following providers:

  • Visa
  • Visa Debit
  • Visa Electron
  • Mastercard
  • We also accept payments via PayPal.

How do I know if you have received my order?

When you make a successful order with us, an email confirmation is sent to the email address you provided. This will contain your order number and details of the items you ordered. This is confirmation that your purchase has been made and your payment has been accepted.

Can I make changes to my order?

We cannot amend your order once we have received it. This includes adding and removing items, changing size/colour of items or adding in a discount code.

What happens if an item on my order is not available?

If an item you have ordered is not available when we come to dispatch it, you will be informed via email that we are unable to ship the item and you will be informed of the options available to you.

Rare Stockists

Rare is not currently stocked in any High Street Stores. 

About Rare

What is your address?

Our address is

Rare Fashion
Maya House
Unit 34 Wellington Employment Park
Dunes Way
Sandhills, Liverpool L5 9RJ

Do you have any high street stores I can visit?

You can see them all here.

I am interested in selling Rare items in my shop, how do I contact the wholesale department?

You can contact our dedicated wholesale team through the Wholesale page of our website:

I would like to contact Customer Services, when is the best time to do this?

Customer Service Advisors are in the office at the following times.

10am to 4pm Monday – Thursday 9am to 3pm Friday

Our offices are closed on weekends and Bank Holidays so our advisors will respond to any emails and queries received over the weekend as soon as they can in the order in which they were received on the next working day.

Do you have a Facebook page?

Yes we do. We can be found at the following links:

www.facebook.com/rarefashion

Does Rare tweet?

Yes we do. We can be found at

www.twitter.com/Rare_Fashion

How do I apply for a job at Rare?

We advertise all our vacancies and positions on our blog, through local employment agencies and on our Facebook and Twitter Pages. We do not accept unsolicited CV’s and applications.

www.facebook.com/rarefashion
www.twitter.com/Rare_Fashion