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

To arrange a return, 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. Wait to hear from us: Our team will respond to your request and provide you with any necessary instructions or a return address.

  3. Pack your item(s):

    • Ensure the product is securely packaged to prevent damage during transit.
    • Items must be returned unused, in their original packaging, and in a resalable condition. We reserve the right to refuse a refund if items are returned in an unsatisfactory condition.

  4. Send it back:

    • Send the item(s) to the return address provided by our customer service team.
    • You can return items in one of two ways:
      • Send it yourself: You are responsible for the cost of return postage. We strongly recommend obtaining proof of postage, as we cannot be responsible for items lost in return transit.
      • Use our printable returns label: We can provide a printable returns label for your convenience. If you choose this option, £3.50 will be deducted from your refund to cover the cost.

Refunds

1. Change of Mind Returns (Within 30 Days)

If you have changed your mind about your purchase, you have 30 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.
  • Refund processing: We will process your refund as soon as possible upon receipt of the returned item, and in any case within 5 working days.

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 5 working days of the day we confirmed via email that you are entitled to a refund.

3. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Items from bundles and mystery bundles, unless the complete bundle is returned in full and in its original condition.

Incorrect Delivery Address

If an order is undeliverable or returned to us by our courier due to an error with the delivery address entered at checkout (for example, a missing house number or incorrect postcode), this is outside of our control and responsibility. We will contact you and offer:

  • A full refund minus any delivery costs incurred, or
  • Redelivery for a £3.50 redelivery fee.

We recommend double-checking your delivery address carefully before placing your order. Once your order is placed, you have a 15-minute window to edit your address directly from the order confirmation screen. After this, please contact us at websales@rachelellen.co.uk as soon as possible and we will do our best to update your address before your order is dispatched. We cannot guarantee changes can be made once processing has begun.

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).