Refund policy

DELIVERY

At Rachel Bates our elegant packaging is just as important to us as the beautiful products we encase inside. 

Every Rachel Bates purchase, including sale items, are all gift wrapped to the same exacting standards because we are not just a brand selling you a product, we are an experience that we hope you will want to repeat time and time again.

We use respected companies such as UK Mail, DPD and DHL to deliver our products to help ensure you receive your order perfectly, punctually and in beautiful condition. All items require a signature and you will receive full tracking information by email and SMS.

Delivery charges start at £7.95 (UK only) with costs calculated by the size and weight of the items in your order confirmed at the checkout.

We offer free shipping for orders over £75.00 within the UK.

International orders (outside of the UK) delivery charges start at £20 with costs calculated by the size and weight of the items in your order confirmed at the checkout.

In stock orders will usually be delivered within 3 to 5 working days from Monday to Friday (excluding bank holidays).

Made to order items hold a lead time please see individual product pages for details.

SHIPPING TO THE EU POST BREXIT

We will ship all orders with DPD (Delivery Duties Paid).  This means that we will cover the additional cost of customs charges and handling fees.

RETURN OF BESPOKE MADE TO ORDER ITEMS

We will only accept refunds if an item is faulty or damaged on delivery. If a product is received damaged please email concierge@rachelbates.com within 7 business days with details and photographic evidence.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately via email at concierge@rachelbates.com if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special or bespoke orders, made to order items or personalized items). We also do not accept returns on candles, hazardous materials, flammable liquids, or gases (like table lighters). Please do get in contact if you have questions or concerns about your specific item with our concierge.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please note it can take some time for your bank or credit card company to process and post the refund.