The Rackhams Guarantee

At Rackhams, we guarantee a high-quality, supported shopping experience every time you purchase with us, whether a product is supplied by Rackhams directly or fulfilled by one of our carefully selected E-Concession partners.

We have built our service around clarity, consistency and accountability so you can shop with confidence.

Our Commitment to You

We guarantee that every product listed on Rackhams meets our standards for quality, service and transparency. Rackhams remains your primary point of contact from checkout through to after-sales support, and we will work with our partners on your behalf to resolve any issues quickly and fairly.

Our Standards

To uphold this guarantee, all partners selling through Rackhams must meet strict standards and are monitored to ensure:

Orders are dispatched directly to customers from within the UK
Deliveries are made within Rackhams’ advertised timeframes
Competitive pricing with free UK delivery is offered where stated
Rackhams’ returns, refund and warranty policies are followed
Clear communication and high levels of customer service are provided
Partners hold the legal right to sell all products listed on Rackhams
Valid product liability insurance is maintained

These requirements are actively reviewed to ensure a consistent and reliable shopping experience.

Your Relationship with Rackhams

When you shop on Rackhams, Rackhams Customer Service is always your first point of contact.

We take responsibility for your overall shopping experience and when required, work directly with our Partners on your behalf to resolve any issues quickly and fairly. This approach combines the range and flexibility of a modern online department store with the reassurance, accountability and service of a trusted retail brand.

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Highly Rated by our Customers

We’re proud of our excellent customer service review ratings, which reflect our ongoing commitment to quality, transparency and customer care. You can read more verified customer experiences on our Google Customer Reviews and Trustpilot pages.

"Never used Rackhams before, but bought a pair of Saucony trainers for a great price that came up in a google search after a local shop didn't have the correct size. They were delivered very quickly, brand new in box. Happy customer. Thanks."

"Very easy to give 5 stars because everything was as it should be. I knew exactly what I wanted, and shopped around. Rackham's offered the best price (including delivery). Delivery was timely, and so was what I had ordered."

I've given 5 stars for their excellent customer service.

"Great service . Very prompt delivery and good communication . Boots are as expected of excellent quality and a good price . Thank you"

"I ordered a clock as a gift for a friend but when it came the box was very badly damaged. I contacted Rackhams and they replied very quickly and sorted everything for me. I got a replacement clock within a few days and they were in touch with me throughout the whole process. I would highly recommend this site and will have no qualms about using them in the future."

I would highly recomend this site and will have no qualms about using them in the future.

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The Rackhams Guarantee – Terms

The Rackhams Guarantee applies to purchases made on rackhams.com and is provided in addition to your statutory rights under UK consumer law.

1. What the Rackhams Guarantee Covers

The Rackhams Guarantee confirms that:

You can shop on rackhams.com knowing Rackhams Customer Service is your primary point of contact.
We will support you throughout your purchase, including pre-sale queries, order updates and after-sales assistance.
We will work directly with our approved E-Concession Partners on your behalf to resolve delivery, returns or product issues fairly and promptly.
All products sold on Rackhams are supplied either by Rackhams or by carefully vetted E-Concession Partners who must meet our operational and service standards.

2. What the Guarantee Does Not Cover

The Rackhams Guarantee:

Does not replace or limit your statutory rights under the Consumer Rights Act 2015 or other applicable legislation.
Does not provide additional product warranties beyond those offered by the manufacturer or required by law.
Does not guarantee specific delivery dates unless explicitly stated at checkout.
Does not guarantee price matching, product availability or performance beyond the product description.

3. Delivery and Fulfilment

Where products are fulfilled by an E-Concession Partner, delivery is made directly from within the UK in line with the timeframe shown at checkout. Rackhams monitors partner performance but delivery remains subject to carrier operations and circumstances beyond reasonable control.

4. Returns and Refunds

All returns and refunds are handled in accordance with Rackhams’ published Returns Policy. Where a product is supplied by an E-Concession Partner, Rackhams will coordinate with the partner to ensure your return or refund is processed in line with our policy.

5. How to Contact Us

If you need support at any stage of your purchase, please contact Rackhams Customer Service using the contact details provided on our website. We will liaise with the relevant partner where necessary and keep you informed throughout the process.

6. Changes to the Guarantee

Rackhams reserves the right to update or amend the Rackhams Guarantee at any time. The version in place at the time of your purchase will apply to your order.