SHIPPING & RETURNS



We ship worldwide with Royal Mail.

Please, use the list below to check rates and estimated delivery times. Please be aware, these estimates are subject to change.



U.K.

Royal Mail Tracked £6.75

Shipping 1-5 working days

(once order is dispatched)

Tracking code included

 
INTERNATIONAL

Royal Mail Tracked £12.75

Shipping 5-15 working days

(once order is dispatched)

Tracking code include


Please be aware we are unable to proceed with your inquiry or accommodate your request for return or exchange unless you have completed our customer service inquiry form here.

RETURNS POLICY

Refunds are only accepted if there is a manufacturing fault with the garment/order.* Incorrect size ordered does not qualify as a manufacturing fault.

It is imperative that the customer enters the correct address details as these cannot be modified. If you have entered the incorrect address you will have to purchase additional shipping and enter your correct shipping address to produce a new shipping label.


  1. Once you have received your order, you have 15 days to make a return on the premises highlighted below.

  2. Please complete the customer service form here. We will respond to your request within 5 working days.

  3. If accepted, you will be provided with the return address. The liability of postage return costs is with the customer, not Rhi Dancey*.

  4. The returned articles should be in perfect condition and packaged with the original labels. For hygiene reasons, the items will be checked thoroughly upon return.

  5. Once received, we will provide you with a credit note to purchase something else from our store.


*What counts as a fault with the garment? 

A manufacturing fault with the garment includes a hole in the garment, missing fixtures, a different size received than the size ordered or the wrong item received. 

Please note that trimmings and mesh backs occasionally vary to minimise fabric waste and utilise deadstock materials. These DO NOT classify as faults and will be stated in product descriptions.

COLLABORATION COMMUNITY

Products purchased as consignment items from our third-party Collaboration Community members are only eligible for exchange or return in the case of breakage or arrival in a faulty condition. Should you receive an item that is broken or faulty, please fill out our customer service form here. We will promptly guide you through the necessary steps to address the issue with the respective collaboration community member involved.

EXCHANGE POLICY 

Exchanges are only accepted within 15 working days of receiving your item. For your exchange to be accepted, the original item ordered must still be listed on our website.


For U.K customers:

  • Please fill out our customer service form here. We will be in touch to confirm your requested exchange size. Once confirmed, you will be provided with the return address.

  • If the requested exchange is due to a manufacturing defect, we will provide you with a tracked shipping label. 

  • You are responsible for the item’s return costs if the exchange is not due to a defect. You must also purchase additional shipping to ship your new item.



For International customers:

  • Please fill out our customer service form here. We will be in touch to confirm your requested exchange size. Once confirmed, you will be provided with the return address.

  • If you are an international customer you are liable for shipping costs and must provide us with the package tracking details. You are also required to purchase additional shipping to ship your new item.



Additional information:

  • The returned articles should be in perfect condition and packaged with the original labels. For hygiene reasons, the items will be checked thoroughly upon return.

  • Once it has been approved, the new product/s will be sent out and your new tracking number will be emailed to you straight away.

  • Please be aware we allow 15 days from the delivery date for you to place a return/exchange and that once received, exchanges may take up to 15 days to process. 



TAXES AND COSTS

Rhi Dancey Ltd sends all orders with Royal Mail from London, UK.

Taxes and import duties may be charged when the shipment reaches the destination country. This cost is not included in the price of the products or shipping and must be paid by the customer.

Rhi Dancey LTD has no control over the cost of taxes and duties. Before placing your order, we encourage you to research the import taxes and duties charges in your delivery destination.

In the event that the parcel is returned to Rhi Dancey Ltd due to the customer’s refusal to pay the customs and duties charges, we will not provide a refund and can only resend the order or provide store credit to purchase another item from our store.


DELIVERY FAILURE

​​We are not responsible for orders that are damaged or lost as a result of an incorrect delivery address or incomplete information entered when placing an order. Please submit a claim with your local courier, if your order is lost or damaged.

Once the order has been dispatched from our studio, an email will be sent informing you of the order's dispatch and providing you with a tracking number. The order will be sent to the delivery address that the client has stated in the checkout form. It is imperative that the customer enters the correct address details as these cannot be modified.* 

We notify all customers if their parcel is returned to us. Customers have 3 months to respond to us before we cancel this. This is because we do not have enough space to store parcels for longer than 3 months in our studio.

*What do I do If I have provided the incorrect shipping address?

All our shipping labels are generated automatically. If you have entered the incorrect address you will have to purchase additional shipping to produce a new shipping label.


If you want to amend your shipping address please fill out our customer service form here. Kindly note that we can only update your shipping address if your parcel has not been shipped. Once the shipment process has commenced, address modifications are no longer possible.

SIZING

Please visit our size guide before purchasing. For additional assistance please fill out our customer service form here. 

If you have ordered the wrong size we can offer an exchange depending on our stock. Incorrect sizing DOES NOT qualify for a return/refund.