Learn more about
Refund Policy

January 9, 2016

raTrust Refund Policy

January 3, 2015

Returning your purchase

Returns are available worldwide for all full price items within 30 days of shipping and all sale items within 14 days of shipping, provided the return conditions specified below are met. Please note it is not possible to return the following items:

  • Fragrance
  • Nail polish
  • Personalised items
  • Bespoke items
  • Limited edition items
  • Food items

Instructions are provided below.
Please note: This does not affect your statutory rights or your ability to cancel your fragrance and nail polish order in accordance with the terms for cancellations.

How to return your purchase:

1. Place the item(s) in the envelope/shipping box.
2. Place your details (name, surname, address, order number) inside envelope/shipping box.
3. Seal the envelope/shipping box securely.
4. Send back the item(s) by your favourite shipping company. You need to choose recorded option – if we will not recieve a item (for any reason) we won’t be able to make a refund.
For any further queries, please Contact Us.

Return condition

Purchases must be returned from the original shipping country.
Items returned must be in their unused original condition with all raTrust item tags attached and any related accessories or instruction booklets included.
Incomplete, damaged, opened, worn, soiled or altered returns, or anything raTrust reasonably believes has been used, will not be accepted and therefore sent back to the customer. raTrust is not obliged to contact customers and interpret Refund Policy – if something is unclear please contact us by post at 27 Old Gloucester St, London, WC1N 3AX, United Kingdom, or by email hello@ratrust.org.uk.

Receiving a refund

Refunds will be credited to the original purchaser’s method of payment.
On receipt of a return, we will process the refund as soon as possible. We estimate refunds will be made by the provider of your payment method within 7-10 working days. Working days are Monday to Friday excluding UK public holidays.
Please retain your Shipping Note until you have received your refund.
If the item which you are returning was purchased in a currency other than your local currency, any refund will be paid in the GBP currency as purchase. Due to fluctuations in currency exchange rates the amount refunded may be higher or lower than the original price paid.
Where items are returned through the raTrust return service, shipping charges will not be refunded.

Exchanges

Currently orders cannot be exchanged. Please return your order to us within 30 days of the shipping date for all full price items and within 14 days for all sale items, ensuring that the return conditions are met. A new order can be placed through raTrust.org.uk/shop at any time.

Gift returns

Items returned will be refunded to the original purchaser via the original method of payment. Please return the goods to us within 30 days of the shipping date for all full price items and within 14 days of the shipping date for all sale items, with the exception of the following:

  • Fragrance
  • Nail polish
  • Personalised items
  • Bespoke items
  • Limited edition items
  • Food items

Please use the return service and ensure the return conditions are met.

Cancelling your order

In certain limited circumstances, before your order has been dispatched, we may be able to cancel your order. Please contact us as soon as possible after placing your order and Customer Service will advise if cancellation is available.
Please note, we are unable to combine orders, change the size, edit your billing and shipping details or add pieces to an existing order once it has been placed.

Distance selling regulations

Under the Consumer Protection (Distance Selling) Regulations 2000 or under statutory consumer protection laws of your country of residence to the extent applicable, you have a right to cancel orders for certain items purchased from raTrust.org.uk within a statutory cooling-off period. raTrust offers a cooling off period of 14 days from the day after the date on which the item in question was delivered.
Please note that this cancellation right does not apply to certain items including (without limitation):
Goods made to your specification or goods which have been clearly personalised, including, for example, personalised Runway Made to Order items.
Services, if we have started to provide the services before the end of the 14 day cancellation period.
raTrust Bespoke orders.

To cancel your order

Please provide raTrust with written notice by registered post at 27 Old Gloucester St, London, WC1N 3AX, United Kingdom, or by email hello@ratrust.org.uk, in each case within the statutory cooling-off period and giving details of the items ordered, and (where appropriate) their delivery date.

If your order has been shipped

If you exercise your right of cancellation after the item has been shipped, please replace the item securely in its original packaging and return it to us with your shipping note.
Please note: If you cancel your order and return the item(s) please use your favourite shipping company. You need to choose recorded option – if we will not recieve a item (for any reason) we won’t be able to make a refund. Please note that raTrust is not offering free collection service. If you cancel your order and return the item(s) using any other collection or postal service, you will be required to pay the costs of returning the item(s).

raTrust bespoke and personalised items

Due to the nature of raTrust bespoke and personalised, returns, changes or cancellations are not accepted once an order has been placed. This does not affect your statutory rights.
For any further queries on raTrust Bespoke please contact our dedicated raTrust bespoke team who will be happy to assist.

raTrust runway made to order returns and cancellations

Non-personalised Runway Made to Order items can be returned in accordance with our usual return conditions, or cancelled in accordance with your legal rights. Personalised Runway Made to Order items cannot be returned, changed or cancelled once an order has been placed. This does not affect your statutory rights.

Other information

The Returns & Cancellations Policy does not affect your statutory rights.
For more information on your statutory rights, contact your local Trading Standards Office, Citizens Advice Bureau or the equivalent in your jurisdiction.
For any further queries, please contact us – we will be happy to assist you.

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