Returns and Refunds

Our Returns and Refunds Policy

We want you to be happy with your order from Rachel Ellen Designs. If you need to return something, please read our policy below, which explains how to do this.

How to Return an Item: Step-by-Step Guide

To ensure a smooth return process, please follow these steps:

  1. Contact Us First: Before returning any item, please contact our customer service team by emailing websales@rachelellen.co.uk. Please let us know:

    • Your order number.
    • Which item(s) you wish to return.
    • The reason for the return (e.g., change of mind, faulty item).
    • For faulty items, please provide a description of the defect and, if possible, attach a photo. Depending on the nature of the fault, a return may not be necessary.

  2. Await Confirmation: Our team will respond to your request and provide you with any necessary instructions or a return address.

  3. Prepare Your Item(s):

    • Ensure the product is securely packaged to prevent damage during transit.
    • If you are returning a product because you have changed your mind (see 'Change of Mind Returns' below), the product should be in its original condition and packaging.

  4. Send Your Item(s) Back:

    • Send the item(s) to the return address provided by our customer service team.
    • Important: We strongly recommend obtaining proof of posting for any returned item. This protects you in case the item goes missing in transit.

Our Refund Policy Details:

1. Change of Mind Returns (Within 14 Days - Cooling-Off Period)

If you have changed your mind about your purchase, you have 14 days from the day after you receive your order to cancel your contract with us.

  • What you'll get back: We will refund the full price of the product and the original standard delivery cost you paid to us.
  • What you pay for: You will be responsible for the cost of returning the item to us.
  • Refund processing: We will process your refund as soon as possible, and in any case, within 30 days of the day you notified us of your cancellation.

2. Faulty or Defective Products

If you receive a product that is faulty or defective, please contact us immediately using the steps outlined above.

  • Our process: Once we have reviewed your information (including any photos) and, if required, received the returned product, we will examine it. We will notify you via email within a reasonable period if you are entitled to a refund.
  • What you'll get back: For faulty products, we will refund the full price of the product, the original delivery charges, and the cost you incurred in returning the item to us.
  • Refund processing: We will usually process your refund as soon as possible, and in any case, within 30 days of the day we confirmed via email that you are entitled to a refund.

General Refund Information

  • Refund Method: We will usually refund any money received from you using the same method you originally used to pay for your purchase (e.g., to your debit card, credit card, or PayPal account).