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UK Returns (click here for more)

In the event that you are not entirely satisfied with your purchase, simply return the item or items to us in their original condition* within 28 days of receipt. We will issue a full refund (excluding original delivery charge) on receipt, garments received after the 28 days will be entitled to an exchange to the value of the garment returned. Please note: The item is your responsibility until it reaches us. For your own piece of mind, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We suggest using our Click Plus service.

*Although this is at customers discretion, please be aware without proof your item has arrived in our warehouse we reserve the right to refuse to give a full cash refund.

  • Items returned must be in the original saleable condition*
  • Items must be returned within 28 days of delivery
  • Items must be returned with a completed returns form

*When trying on items of clothing, please ensure you are not wearing perfume, deodorant, tanning products or make-up that may leave a scent or marks on the product. Please avoid environments that may leave an odour on a garment such as kitchens, garages. Items must be returned with their labels intact and original packaging (where applicable).

You will be liable to pay the cost of returning unwanted products back to us. Rare London is happy to provide a full refund or process an exchange for items returned in accordance to this policy. We reserve the right to refuse a return that does not abide by the policy above. In cases where the returns policy has not been followed, we are unable to process a refund or exchange nor can we send the item back to you.

Rare London Collect Plus

RETURNING VIA COLLECT PLUS

You can use Collect+ to return items to our warehouse if you are in the UK. This service is FREE of Charge

This service is free for exchanges when your item is returned in exchange for a different size or colour.

This service is also free if you are returning a faulty item but you must contact our Customer Service Team prior to sending your return. You can contact the Customer Service Team on info@rarelondon.com- Monday - Thursday 9am-5pm Friday 9am - 4pm (excluding public holidays).

How to make a return using Collect +

Step 1: Complete the returns form which was received with your order (on the reverse of your dispatch note).

Step 2: You can download and print a returns label for your return by visiting Collect Plus

Step 3: Complete the Collect+ label by putting your shipment number into the correct field and attach the label securely to your return.

Step 4: Take your return to your nearest Collect+ location which can be found on the Collect+ website

Step 5: Please make sure you are given a Collect+ receipt which will contain your unique tracking reference.

Step 6: Returns via Collect+ can take 3-5 working days to be delivered and you can track the whereabouts of your return using your unique reference at www.collectplus.co.uk/track/new

When your return is received we will process your exchange or refund within 14 working days.

Refunds

Please allow 14 working days from the receipt of a returns parcel for us to process your return. A refund is processed back to the original payment card. Once a refund is processed, the transaction is subject to the time frame of your Card Issuer or Bank and is outside of our control.

The initial delivery charge will only be refunded under the conditions of the Distance Selling Regulations or on occasions when the item received is faulty or damaged or the wrong items were sent. In all other cases, you will be refunded the value of the items less the delivery charge. If a discount was applied to the original order, the adjustment will be reflected in your refund.

Rare London do not confirm receipt of a return. We will, however, send an email confirmation of your refund when it is processed.

RETURNING VIA ROYAL MAIL

Royal Mail

You can use Royal Mail to return items to our warehouse if you are in the UK. This service is FREE of charge

This service is free for exchanges when your item is returned in exchange for a different size or colour.

This service is also free if you are returning a faulty item but you must contact our Customer Service Team prior to sending your return. You can contact the Customer Service Team on info@rarelondon.com- Monday - Thursday 9am-5pm Friday 9am - 4pm (excluding public holidays).

How to make a return using Royal Mail

Step 1: Complete the returns form which was received with your order (on the reverse of your dispatch note).

Step 2: You can download and print a returns label for your return by visiting Royal Mail

Step 3: Complete the Royal Mail label by putting your shipment number into the correct field, Return Reason Code and email address and attach the label securely to your return

Step 4: Take your return to your nearest Royal Mail Post Office location which can be found on the Royal Mail website

Step 5: Please make sure you are given a Royal Mail receipt which will contain your unique tracking reference.

Step 6: Returns via Royal Mail can take 3-5 working days to be delivered and you can track the whereabouts of your return using your unique reference at www.royalmail.com/track-your-item

When your return is received into our warehouse we endeavour to process your exchange or refund within 14 working days.

Refunds

Please allow 14 working days from the receipt of a returns parcel for us to process your return. A refund is processed back to the original payment card. Once a refund is processed, the transaction is subject to the time frame of your Card Issuer or Bank and is outside of our control.

The initial delivery charge will only be refunded under the conditions of the Distance Selling Regulations or on occasions when the item received is faulty or damaged or the wrong items were sent. In all other cases, you will be refunded the value of the items less the delivery charge. If a discount was applied to the original order, the adjustment will be reflected in your refund.

Rare London do not confirm receipt of a return. We will, however, send an email confirmation of your refund when it is processed.

Exchanges

Please allow 14 working days from the receipt of a returns parcel for us to process your return.

An exchange is processed subject to stock availability, if an item is unavailable at the time your return is processed, a refund will be processed.

Rare London is not able to reserve items requested for exchange, nor can we process exchanges to a set deadline.

If a discount was applied to the original order, this discount will be reflected in the exchange order. Delivery is not charged on exchange orders.

Rare London do not confirm receipt of a return. We will, however, send an email confirming your exchange is being processed.

Return Postage

Customers must return the item along with any paperwork and a filled in returns sheet that arrived with your order. We recommend that you retain proof of postage and send via recorded delivery. This way your parcel is traceable by yourself and us.

Please retain your proof of postage receipt until after your refund or exchange is processed.

Exceptions

Subject to your rights under the Distance Selling Regulations the following items are not included in our Standard Returns Policy. We cannot accept returns on:

Toiletries, Cosmetics and Earrings, Swimwear (unless the hygiene strips and tags are in place)

Tights must be returned in their original packaging and in the original, salable condition.

Faulty Items / Incorrect Items

In the event that an item you ordered is faulty or damaged upon receipt, or we have sent out the incorrect item to you. Please contact our Customer Service Team at info@rarelondon.com. In your email, please confirm your order number, details of the item the problem affects and whether you wish to receive a replacement or an exchange. Our advisers will endeavor to resolve the issue as soon as possible.

How to make a return

To make a return, please check that you are within the Returns Policy Stated. Once you are satisfied that this is the case, please complete the returns form as provided on the back of your delivery note. Alternatively, you can download one from here:

Return Form

Your Order ID is the order number that is provided on your delivery note eg. #2000xxxx Your Style Number is the style number of the item you wish to return eg. CHXB1-Red/Cream Your Return Code is the reason for return as it corresponds to the number on your returns form eg. 1-Too Big, 2-Too Small

An RMA Number is only available to registered customers, if you checked out as a guest on your original order, you cannot access this and can leave the box blank. It will not affect your return. If you are a registered customer you will need to log in to your Rare London account, view the order in your order history and request the return there.

If a returns form is not complete, the Return will not be in accordance to our Returns Policy and Rare London will be unable to process a return.

How to create an RMA number

Log in to your account

Click 'View Order' on the order you would like to create an RMA for

Click 'Return' in top right hand corner

Complete the relevant information

Contact Email

Item

Quantity to Return

Resolution

Item Condition

Reason for Return

Comments (if applicable)

Click Submit

If you would like to add tracking information to your parcel

Click 'My Returns'

View Return

In 'Shipping and Tracking Information'

- Select Carrier

- Input Tracking code

Click 'Add'

Please complete the comments field to notify us you have added shipping information (if this is added separately to creating your RMA)

International Returns (click here for more)

In addition to your rights under the Distance Selling Regulations described in our Terms and Conditions, in the event that you are not entirely satisfied with your purchase you can return the item to us in line with the policy below:

  • Items returned must be in the original salable condition*
  • Items must be returned within 28 days of delivery
  • Items must be returned with a completed returns form
  • Customer must contact Customer Services at info@rarelondon.com to arrange return prior to postage

*When trying on items of clothing, please ensure you are not wearing perfume, deodorant, tanning products or make-up that may leave a scent or marks on the product. Please avoid environments that may leave an odour on a garment such as kitchens, garages. Items must be returned with their labels intact and original packaging (where applicable).

Rare London is happy to provide a full refund or process an exchange for items returned in accordance to this policy. We reserve the right to refuse a return that does not abide by the policy above. In cases where the returns policy has not been followed, we are unable to process a refund or exchange nor can we send the item back to you.

Refunds

Please allow 14 working days from the receipt of a returns parcel for us to process your return. A refund is processed back to the original payment card. Once a refund is processed, the transaction is subject to the time frame of your Card Issuer or Bank and is outside of our control.

The initial delivery charge will only be refunded under the conditions of the Distance Selling Regulations or on occasions when the item received is faulty or damaged or the wrong items were sent. In all other cases, you will be refunded the value of the items less the delivery charge. If a discount was applied to the original order, the adjustment will be reflected in your refund.

Rare London do not confirm receipt of a return. We will, however, send an email confirmation of your refund when it is processed.

Exchanges

Please allow 14 working days from the receipt of a returns parcel for us to process your return.

An exchange is processed subject to stock availability, if an item is unavailable at the time your return is processed, a refund will be processed.

Rare London is not able to reserve items requested for exchange, nor can we process exchanges to a set deadline.

If a discount was applied to the original order, this discount will be reflected in the exchange order. Delivery is not charged on exchange orders.

Rare London do not confirm receipt of a return. We will, however, send an email confirming your exchange is being processed.

Return Postage

You will be liable to pay the cost of returning unwanted products back to us.

We recommend that you use a recorded delivery service when returning products. We reserve the right to refuse to grant a refund in respect of any products which are returned to us in a damaged state or which do not reach us for any reason. A proof of return and any documentation including details of any taxes paid must be obtained in case of loss of parcel in transit.

Where a product is faulty, damaged or incorrect we will refund the original delivery charge and the cost of posting the products back to us via your local postal office. We are not responsible for any damage or loss to products which are returned to us.

Exceptions

Subject to your rights under the Distance Selling Regulations the following items are not included in our Standard Returns Policy. We cannot accept returns on:

Toiletries, Cosmetics and Earrings

Tights must be returned in their original packaging and in the original, saleable condition.

Faulty Items / Incorrect Items

In the event that an item you ordered is faulty or damaged upon receipt, or we have sent out the incorrect item to you. Please contact our Customer Service Team at info@rarelondon.com. In your email, please confirm your order number, details of the item the problem affects and whether you wish to receive a replacement or an exchange. Our advisers will endeavour to resolve the issue as soon as possible.

How to make a Return

To make a return, please check that you are within the Returns Policy Stated. Once you are satisfied that this is the case, please complete the returns form as provided on the back of your delivery note. Alternatively, you can download one from our here:

Return Form

Your Order ID is the order number that is provided on your delivery note eg. #2000xxxx Your Style Number is the style number of the item you wish to return eg. CHXB1-Red/Cream Your Return Code is the reason for return as it corresponds to the number on your returns form eg. 1-Too Big, 2-Too Small

An RMA Number is only available to registered customers, if you checked out as a guest on your original order, you cannot access this and can leave the box blank. It will not affect your return. If you are a registered customer you will need to log in to your Rare London account, view the order in your order history and request the return there.

If a returns form is not complete, the Return will not be in accordance to our Returns Policy and Rare London will be unable to process a return.

How to create an RMA number

Log in to your account

Click 'View Order' on the order you would like to create an RMA for

Click 'Return' in top right hand corner

Complete the relevant information

Contact Email

Item

Quantity to Return

Resolution

Item Condition

Reason for Return

Comments (if applicable)

Click Submit

If you would like to add tracking information to your parcel

Click 'My Returns'

View Return

In 'Shipping and Tracking Information'

- Select Carrier

- Input Tracking code

Click 'Add'

Please complete the comments field to notify us you have added shipping information (if this is added separately to creating your RMA)