Exchanges

Thank you for shopping with RELLE. Please be aware that all orders are considered final and non refundable, except in cases where a minimum notice of 6 hours is provided. Every single garment is bespoke, made to order and personalised according to style and size provided and selected on the website. Fabrics are purchased and cut and orders are produced only upon order.

The Consumer Protection (Distance Selling) Regulations 2000 states there are exceptions to the right to cancel: 

13.—(1) Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts—

(c) for the supply of goods made to the consumer’s specifications OR clearly personalised OR which by reason of their nature cannot be returned OR are liable to deteriorate or expire rapidly;

If the fit isn't right for you:

We are more than happy to offer an exchange for another size or a store credit note within 7 days of receiving your order. Please email our team your request for exchange and await further details, you do not need to re-order as this will only be treated as a new, separate order. All approved returns will be issued via store credit once the return is received. The amount issued will exclude all shipping costs, including custom duties, charges and/or taxes. Please note, we do not accept returns or exchanges on custom orders or sale items. 

Conditions for return:

• Return in it's original condition and original packaging with all tags still attached.
• Unworn and odourless.
• Without damages, alterations, stains or marks. - Not part of a final sale, sample sale or outlet item

The conditions of the exchange and return will be confirmed upon receipt of the return. We reserve the right to refuse a return, if these conditions are not met. In this instance, the item will be returned to the address provided on the order confirmation email. We will not allow exchange more than once. If your order is purchased via store credit from a previous return, the order is not eligible for return.

Before shipping an item back to us, please email a request authorisation from info@rellelondon.com within 7 days of receiving your order.

Please include your order number and reason for return so we can process your exchange as quickly as possible. We have the right to refuse unauthorised returns sent back to us.

We conduct a three stage quality test before dispatching all orders, in the event that the order does not arrive in the condition we have sent it out, please contact us immediately via email with images of the issues raised. We request all orders be checked thoroughly within 24 hours of receiving goods. We will not be liable for any damages reported beyond this point.

We will not allow more than one exchange. 

 

REFUNDS

Please note, all sales are final and we do not offer refunds. We only offer store credit note or an exchange, once the return has been received by us. If your order is purchased via store credit from a previous return, the order is not eligible for return. The amount issued will exclude all shipping costs, including custom duties, charges and/or taxes.
‍
Store credit notes will be emailed to the registered email provided when placing the order. Valid for one year upon receipt of return. Cannot be used in conjunction with promotional offers.
‍
For a Full Refund, Cancellations must be requested within 6 hours of placing the order before it goes into production. Once in Production or Post delivery the exchange policy applies.

 

RETURN SHIPPING

All returns are to be organised by the customer. At this moment, RELLE cannot cover the returned shipping costs, however we will cover the cost of sending back your replacement.
‍
We recommend using a tracked method of postage to ensure it reaches us safely as we are not responsible for lost, stolen or undelivered parcels. Please update our team with the courier details so we can help monitor the return and update you accordingly.
‍
If we are posting an exchange back out to you, we will cover the shipping costs for this.

Please note RELLE can not take responsibility for delays due to customs clearance for a return. Unfortunately this is beyond our control. Import Duties and Taxes are the responsibility of the customer. If you fail to comply with customs and consequently the parcel is returned, RELLE are not held liable for the return.  

Any questions or concerns regarding your order, please email info@rellelondon.com