Returns + Exchanges
If you receive faulty purchased products, you have the right to ask for a repair, exchange, reduction in the price or a full or partial refund, in accordance with the UK’s Sale of Goods Act 1979. Please email firstname.lastname@example.org with images of any of your purchases, which you consider have been delivered faulty.
Products are "faulty" if they do not conform to the implied terms under the United Kingdom Sale of Goods Act 1979, which require that our products sold must correspond to their description and be of satisfactory quality.
When you request a return, you must either specify that you would like a refund or an exchange within 5 daysfrom the day you receive your ordered product, in accordance with Paragraph 5.3 (Delivery and Collection of Returns and Exchanges) below. All purchased products being returned must be returned (including those being exchanged) in full including in their original condition, unused, undamaged, unsoiled, unaltered and complete with all original packaging. In the case of the ABC collection or any other products which a customer may be able to customise or personalise, these must be returned in an unsued, undamaged, unaltered, uncustomised and unpersonalised condition, and in the condition as originally received including with all original REI±NE a packaging or any bespoke packaging for such product and without goods having been customised or personalised by customer. All boxes, dust bags, heel tips, polaroids and all other things included in your purchase should be included with your return and are deemed part of the product.
Unless you have asked for an exchange, we will refund to you the price, for the returned purchased products,within 14 days of receiving the products back at our warehouse in compliance with the return conditions above, less any shipping charges and your refund will be credited to the original payment card. Card refunds may then take up to 10 business days for your bank to complete, depending on their processing time. You will receive a notification email upon completion of your refund.
Unless the products were received by you damaged or faulty, we will not be obliged to refund to you any shipping or any amounts paid by you to us with respect to export or import taxes and costs. Further, import taxes and costs, whether paid by you directly or paid by you to us, may be non-refundable. You may however be able to recover import taxes and costs by contacting your local customs bureau directly.
Returned products, to the extent your purchased product was paid using a virtual gift card, will not be refunded in cash and will be refunded only as value to the virtual gift card or as a separate virtual gift card.