Return and refund policy

Last updated: January 4, 2026

30-Day Return Policy

You have 30 days after receiving your item to request a return.

HOW TO START A RETURN

Contact our customer service at:
📧 info@rachelemma-bristol.uk

Please include your order number (found in your confirmation email or invoice).

Once your request has been reviewed, our team will provide you with:

The return address
Return instructions
Further return details

❗ Important: Returns sent without prior approval will not be accepted.

RETURN CONDITIONS

All returns must be sent to our international returns warehouse.
A £10 administration fee per item will be deducted from the refund amount.
Customers are responsible for return shipping costs.
Items must be unused, unworn, and returned in their original condition.

DAMAGED OR INCORRECT ITEMS

Please inspect your order upon arrival. If your item arrives damaged, defective, or incorrect, contact us immediately so we can resolve the issue as quickly as possible.

EXCHANGES

We currently do not offer direct exchanges.

The fastest way to receive a different item is to:

Request a return for the original item
Place a new order once your return has been approved

REFUNDS

After receiving and inspecting your return:

Refunds are processed within 2–4 business days
You will receive a confirmation email once your refund has been issued
Funds typically appear back in your account within 3–5 business days

Please note that your bank or payment provider may require additional processing time.

If more than 15 business days have passed since your refund approval and you have not received your refund, please contact us at:
📧 info@rachelemma-bristol.uk

CANCELLATION POLICY

Orders may be cancelled within 24 hours of purchase.

After this period, orders are automatically processed and prepared for shipment, meaning modifications or cancellations are no longer possible.

If your order has already been processed, you may follow our standard return procedure once the item has been delivered.