0
Returns Policy
Our returns policy applies to goods ordered online at rackhams.com and under a contract with a third party seller (E-Concession Partner) that sells goods on our website rackhams.com.
When you order an item online, you have 14 calendar days to cancel your order because you have changed your mind and 30 days to return faulty goods for a no quibble exchange or refund. If your purchase is faulty after the the 30 days returns window but within the 12 month warranty period, then you can return the item to be repaired or replaced. These periods start from the day you have received the item.
For items returned due to a Change of mind within 14 days they would need to be returned at your own cost. Please see terms and conditions for more details.
For items that have arrived damaged within 14 days this needs to be reported within 14 days via a support ticket. Once approved we will arrange with our E-Concession Partner for the item to be returned via a free print at home postage label or a collection will be arranged in most cases depending on items / size / damage.
For items returned due to a Fault within 30 days, they would be returned via a free print at home postage label or a collection will be arranged in most cases.
Please note “made to order” Items are classed as normal sale items and can be returned under the “Change of Mind” reason.
To be clear, your right to cancel does not apply to:
- Perishable items (including but not limited to food, alcohol, flowers, vitamins, Make-up)
- Hygiene related items*
- Custom-made items are unique or one-off created products
- Personalised or customised items
*Hygiene related items, are items we cannot offer returns or refunds and include:
- Cosmetics (including beauty products)
- Pierced jewellery
- Medicines
- Toiletries
- Swimwear or lingerie where the item has been used or the hygiene or product seal has been broken or is no longer in place or if the product is not in its original packaging (unless faulty).
- Items of footwear or clothing must be unworn and unwashed with the original labels still attached
- Items of homeware including bedlinen, mattresses and toppers, and pillows must be unused and in their original sealed packaging
For all furniture type returns, items must be in new and unused condition, unassembled and in their original packaging.
We do not offer any refund or return in respect of:
- Products which are not returned in a saleable condition
Items must arrive back to our E-Concession Partner within 28 days of receipt. Our E-Concession partners will arrange this directly with you. The cost of the return will vary depending on the return reason.
Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future.
For items that are missing and have not arrived these need to reported within 5 days from receiving your shipping confirmation email. This needs to be via support ticket only.
How to report a missing / late item
For items that are missing / late we need to report this with our E-Concession Partner within 5 days. This time is out of our control and is what our E-Concession Partners Couriers ask for to allow a claim to be raised.
Please report this to us via a ticket on our website on the contact us page or Click here
How to return items delivered damaged in transit
If you have received your item and it has been damaged in transit you have 14 days to report and raise a return. Once this has been reported / approved we will arrange with our E-Concession to arrange collection and replacement / refund. Please follow the below instructions. Please see terms and conditions for more details
Please report this to us via a ticket on our website on the contact us page or Click here
You will need to enter these details:
- Your Name
- Your Email Address
- Order number
- Product Name
- Contact Phone
- Photos of Packaging
- Photos of the damaged item
Once you have completed this form, we will be in touch within 4 working hours (usually a lot faster) to advise of the solution and will work with our E-Concession Partner to resolve in a timely manner for you.
How to return items due to Change of Mind
If you have received your item and have changed your mind within 14 days you will need to arrange a return at your own cost. If you decide you want to raise a return then please following the below instructions. Please see terms and conditions for more details
Please report this to us via a ticket on our website on the contact us page or Click here
You will need to enter these details:
- Your Name
- Your Email Address
- Order number
- Product Name
- Contact Phone
- Return reason
Once you have completed this form, we will be in touch within 4 working hours (usually a lot faster) to advise of the solution and will work with our E-Concession Partner to resolve in a timely manner for you.
How to return Faulty items:
We are very sorry If you have received a faulty item from Rackhams. Depending on when the item was purchased, you will have a few different options / resolutions.
Firstly, please report this to us via a ticket on our website on the contact us page or Click here
You will need to enter these details:
- Your Name
- Your Email Address
- Order number
- Product Name
- Description of the issue / fault
- Contact Phone
- Return reason
- If possible, a photo or video of the fault
Once you have completed this form, we will be in touch within 4 working hours (usually a lot faster) to advise of the solution and will work with our E-Concession Partner to resolve in a timely manner for you.
Faulty Returns within 30 Days - No quibble exchange or refund for faulty goods.
If you have purchased your item and within 30 days the item is faulty our sellers will offer a no quibble exchange or refund. We will work together to resolve this with you.
Faulty Returns after 30 days but within 12 Month Warranty Period
After 30 days but within 12 months we will work with you and our E-Concession Partner to provide a return and a repair of your item. This will be done as fast as possible but could take up 4 weeks depending on the specific item / fault.
Our E-Concession partners will arrange directly with you to collect your item free of charge.
To instigate a return please raise a ticket here
Can I cancel or edit my order?
Once you have completed your purchase, we will work hard to get your order shipped as soon as possible. This may mean that we cannot make any changes as it's already being processed. If you do need to cancel or alter your order please raise a ticket as soon as possible and we will do all we can to assist.
