We know mistakes happen, or sometimes you simply change your mind.
If you need to cancel, amend or update your order, please email hello@rebelromance.co.uk as soon as possible.
As a small independent business, our warehouse team begins processing orders quickly to get your goodies to you as soon as possible. If you need to make any changes, please get in touch as soon as you can and we'll always do our best to help before your order enters our fulfilment process.
We are happy to make changes to your order or cancel it for a full refund at any time before it has entered our fulfilment process.
This includes things like:
• Changing the size, colour or design (subject to availability)
• Updating your delivery address
• Adding or removing items
• Cancelling your order
Once your order has entered our fulfilment process, including being picked, packed or prepared for dispatch, we are unfortunately unable to make changes or cancel it.
If your order has already been dispatched, you can still return eligible items in accordance with our Returns Policy below.
Your statutory rights
Nothing in this policy affects your statutory rights under applicable consumer protection laws. If you are a customer in the United Kingdom or European Union, you may have a legal right to cancel your order within the applicable cooling off period after receiving your goods, subject to certain exceptions. Please see our Returns Policy below for more information.
Shipping
We use Royal Mail for UK orders sent directly from our warehouse in Portslade, East Sussex.
We offer the following UK delivery options:
• Royal Mail Tracked 48
• Royal Mail Tracked 24
• Royal Mail Letter for smaller items where available
Tracked 48 is charged at a flat rate of £3.65, and all UK orders over £40 qualify for free Tracked 48 delivery.
Most orders are dispatched the same or next working day.
Our small warehouse team works Monday to Friday between 10am and 5pm.
Orders placed after 12pm on Fridays, or over the weekend, may not be dispatched until Monday depending on when Royal Mail collects from us.
International shipping costs vary depending on your location and the shipping service selected at checkout.
Shipping to the United States
We've recently updated how we ship to the United States to make ordering as smooth and transparent as possible.
US orders are dispatched using Royal Mail and, where applicable, tariffs are collected before dispatch. This helps reduce delays, avoids unexpected payment requests from couriers and lowers the risk of parcels being returned because customs notifications have been missed.
Tariff charges vary depending on the value of your order and the products purchased. As our clothing is ethically manufactured in India, while many of our gifts and accessories are made in the UK, the amount payable may differ from order to order.
Where we collect tariffs before dispatch, we calculate them as accurately as possible using the information available at the time of your order.
If we discover you have paid more than required, we will automatically refund the difference to your original payment method.
If the amount due is higher than originally calculated, we'll contact you before dispatch with the exact amount and ask whether you'd like to proceed. If you choose not to continue, we'll simply cancel your order and issue a full refund.
Please note:
• If any additional tariff invoice issued by Rebel Romance is not paid, we won't be able to dispatch your order.
• If a parcel is refused at delivery or returned because customs charges have not been paid, we can refund the value of the returned items only. Original shipping costs are non-refundable, as these have already been paid to the shipping provider.
We'll always keep you informed throughout the process so there are no unexpected surprises.
International Orders
We love sending Rebel Romance goodies all over the world!
To protect both our customers and our small business, international orders are limited to £299 per order, as our shipping insurance only covers parcels up to this value.
If you'd like to purchase more than £299 worth of items, simply place multiple orders.
Please note:
• We cannot ship to PO Boxes.
• Delivery times are estimates only and may be affected by customs processing in your destination country.
Customs, Duties, Taxes & Import Charges
If you are ordering from outside the United Kingdom, your order may be subject to customs duties, import taxes, VAT, handling fees or other charges imposed by your country's customs authority.
These charges are set by the destination country, not by Rebel Romance, and are the responsibility of the customer unless we have specifically advised that they will be collected by us before dispatch.
Where we collect import charges before dispatch, we calculate them as accurately as possible using the information available at the time of your order.
If we discover that you have paid more than required, we will automatically refund the difference to your original payment method.
If the amount due is higher than originally calculated, we will contact you before dispatch to explain the additional cost. If you choose not to proceed, you may cancel your order for a full refund before your order enters our fulfilment process.
If import charges are not collected by Rebel Romance before dispatch, your local customs authority or delivery provider may contact you to collect any applicable duties, taxes, VAT or handling fees before your parcel can be delivered.
Unfortunately, Rebel Romance has no control over these charges and cannot reimburse or pay them on your behalf.
Returns
We offer a generous 60 day voluntary returns policy, which is in addition to your statutory consumer rights.
We chose this longer returns window to make things easier for our international customers while helping reduce unnecessary repeat shipments.
Items returned after 60 days are not eligible for a refund.
Items purchased from one of our lovely stockists must be returned directly to the retailer where they were purchased.
Returning Your Order
Please include a note with:
• Your name
• Order number
• Reason for return
This helps us process your return as quickly as possible.
If you received a free promotional item that was conditional on your purchase, such as a free sticker sheet included with a qualifying product, this must also be returned if returning the qualifying item for a refund. If it isn't returned, we'll deduct its value from your refund.
You are, of course, welcome to keep the complimentary Rebel Romance sticker included with every order.
Forgot to include a note? No worries! Just email hello@rebelromance.co.uk as soon as possible.
Return Postage
Customers are responsible for return postage costs unless the item is faulty or we have made an error.
We strongly recommend using a tracked postal service, as we're unable to refund items that are lost in transit back to us.
If insufficient postage has been paid on your return and we're charged by Royal Mail to receive it, this amount will be deducted from your refund.
Returns Address
REBEL ROMANCE RETURNS
Unit 12 Hove Enterprise Centre
Basin Road North
Portslade
BN41 1UY
Exchanges
We're happy to exchange your item for the same design in a different size, subject to stock availability.
If you'd like a completely different item or design, simply return your original item for a refund and place a new order.
Please clearly state on your returns note if you'd like an exchange.
For international exchanges, customers are asked to cover the cost of sending the replacement parcel.
A re-shipping fee equal to your original shipping charge will apply.
Refunds
Refunds are issued to your original payment method.
Depending on your bank or payment provider, refunds may take up to five working days to appear.
PayPal refunds are usually much quicker.
If you paid using a gift card, refunds will automatically be credited back to that gift card first.
Where multiple payment methods were used, the refund will first be applied to the gift card before the remaining balance is refunded to your other payment method. If you would prefer a different arrangement, please contact us before your refund is processed.
Returns Conditions
As a small independent business, we need returned items to be in a condition that allows us to resell them.
Items should be returned:
• Unworn
• Unwashed
• With all original tags attached
• In the original protective packaging where possible
You may inspect your purchase as you would in a high street shop to establish its nature, characteristics and fit. However, if returned items have been handled beyond what is reasonably necessary to do this and have therefore reduced in value, we may make a reasonable deduction from your refund as permitted under applicable UK and EU consumer law.
Examples include, but are not limited to:
• Stains or marks
• Smoke, perfume or other strong odours
• Pet hair
• Missing tags
• Damage caused after delivery
• Missing original protective packaging
Where appropriate:
• A £10 cleaning or restoration fee may be deducted if additional work is required to make the item suitable for resale.
• A £1 repackaging fee may be deducted if the original protective packaging has not been returned. This means the clear plastic bag it came in, not your mailing bag.
These deductions reflect the reduction in value caused by handling beyond what is reasonably necessary to inspect the goods and are permitted under applicable UK and EU consumer legislation.
Nothing in this policy affects your statutory consumer rights.
Faulty or Damaged Items
If your order arrives faulty, damaged or incorrect, please contact us as soon as possible by emailing hello@rebelromance.co.uk or via our live chat during our opening hours of Monday to Friday, 10am to 5pm.
We'll always do our best to put things right.
Additional Information
• Sale items can still be returned within our normal 60 day returns period.
• Items purchased as part of multi buy promotions, such as "Buy 2 Get 1 Free", must be returned in accordance with the promotion terms to receive a full refund.
• Sample Sale items are sold as final sale and are non-refundable unless faulty.
If you have any questions at all, please get in touch at hello@rebelromance.co.uk. We're always happy to help.
