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Delivery and Returns

Delivery, Returns & Exchanges

📦 Delivery

UK Delivery

  • Orders under £100: £3.90 (Royal Mail Tracked 48)
  • Orders over £100: FREE (Royal Mail Tracked 48)
  • 24 Hour Tracked: £5.50 (order before 12pm, weekdays only)

Orders are packed within 1–2 working days.

International Delivery

  • Shipping cost shown at checkout
  • Sent via Royal Mail International Tracked
  • Delivery usually 7–10 working days

Please note:

  • Customs duties/taxes are the customer’s responsibility
  • Unpaid charges resulting in return-to-sender will not have postage refunded

❌ Cancellations & Amendments

  • Please contact us as soon as possible to cancel or amend an order
  • We cannot guarantee changes if your order has already been processed
  • If unsure, cancel and re-order the correct item

🔁 Returns

We hope you love your order, but if not:

  • 14 days from delivery → full refund
  • 15–28 days → store credit only

Conditions:

  • Items must be unworn, in perfect condition, with tags attached
  • Must be free from marks, makeup, perfume, hair, etc.
  • Items returned in unsuitable condition may:
    • Be refused
    • Or incur a £15 cleaning fee

Important:

  • ‘End of line’ items = store credit only (no refunds)
  • Return costs are not covered (unless faulty – up to £3.50 refunded)
  • Keep your proof of postage

🚫 Important Notes

  • Do NOT use EVRI for returns
  • Do NOT log returns through Klarna
    • This creates issues and may affect future Klarna availability
  • Double check the returns address! Any returns sent to a wrong address/business will incur a charge that will be deducted from your refund.

🔄 Exchanges (UK only)

  • Must be requested within 7 days
  • Only available for size exchanges of the same item
  • For other items, please re-order and return your original item

🌍 International Returns

  • No exchanges available
  • Refunds only (within return timeframe)
  • Mark parcel clearly as “RETURN” / “RETURNS DEPARTMENT”

📮 How to Return

Send all returns to:

FWP BY RAE
c/o Birch
Heritage House
Cossall Industrial Estate
Ilkeston
Derbyshire
DE7 5UD

Include:

  • Name
  • Order number
  • Reason for return
  • Exchange request (if applicable)

Or you can print off and fill out our RETURNS FORM HERE

💳 Refunds

  • Issued to original payment method.
  • Can take up to 10 working days to appear
  • We process the return within 2 working days of receiving it. An automatic email will be sent out via the system. We use the same payment systems as most other online retailers. We appreciate the same patience.

📧 Contact

All queries: orders@fwpbyrae.com