Delivery and Returns
All returns must go to - FWP BY RAE, c/o BIRCH, Heritage House, Cossall Industrial estate, Ilkeston, Derbyshire, DE7 5UD
You can print off and fill out our RETURNS FORM HERE or alternatively add a note which much include your order number.
IMPORTANT NOTE RE KLARNA!
When returning an item purchased using Klarna, please DO NOT log the return via Klarna OR open an inquiry via Klarna. This is not a returns portal and it charges the business as it sees it as a refused refund. This is an issue with Klarna and If customers continue to do this I will unfortunately need to remove Klarna. Thank you
DELIVERIES
UK DELIVERY
UK Orders under £100 - £3.90 via Royal Mail Tracked 48 Hour
UK Orders over £100 FREE via Royal Mail Tracked 48 Hour
UK 24 Hour Tracked - £4.90 (excl. bank holidays and weekends)
International - price shown at checkout
Once an order is placed and payment is confirmed, it will be packed within 1-2 working days from the date of purchase.
UK 24 Hour orders need to be received BEFORE 12.00 noon. Orders made after this time or on a weekend or bank holiday will be dispatched the next working day.
NON UK / INTERNATIONAL DELIVERIES
Prices for delivery outside the UK vary and will appear once an address is entered. We use Royal Mail international tracked for shipment.
When shipping outside of the UK additional local duties and taxes may be charged. These vary by country (use your local countries tax as an estimate), and it is the responsibility of the customer to pay. FWP by Rae is not responsible for covering these charges.
Any 'return to sender' orders due to unpaid taxes will not have postage refunded.
Delivery time for International varies, but is around 7-10 *working days.
*Working days do not include weekends or bank holidays.
CANCELLATION/AMENDMENTS
If you wish to cancel an order, please do so quickly in order to stop your order being dispatched.
If you have made a mistake regarding an order, please contact us immediately and ask for your order to be cancelled and then re-order the correct item. Unfortunately we can't guarantee that we can always cancel it in time.
You will always receive an automatic email confirming your order. Please type your email address carefully, and check your SPAM/JUNK folder, and if there is nothing within an hour of ordering, please email orders@fwpbyrae.com to confirm the order has been received and refrain from contacting us via social media.
RETURNS - Please read carefully
We want you to be happy with your purchase so we offer a *14 days return* for a full refund on items that are unworn, and in perfect condition. Any returns received after 14 days and up to a maximum of 30 days will receive a credit note.
Items bought under 'end of line' cannot be refunded and will be issued with a credit note due to the heavy discount.
We understand that sometimes a piece may not be quite right, and we're happy to accept returns on unworn items within our stated return window. However, we kindly ask that all returns are sent back in the same clean, carefully packaged condition in which they were received.
Please ensure garments are free from marks, makeup, perfume, hair, and any other signs of wear. We have the right to either refuse a refund or charge a £15 cleaning fee if received in an un-sellable condition.
- Please neatly fold your item and re-use the packaging if you can.
- Anything returned for a refund after 14 days and RECEIVED by us before 30 days will be issued with a credit note.
- Please note, 14 days is from the date received at the customers destination and the date received back by us. If you choose to hold your post while away these days will be counted as days received.
- Please be aware that any items bought under 'end of line' cannot be refunded. If you choose to return any of these items within 14 days you will be issued with a credit note.
EXCHANGES (UK only)
We only accept size exchanges for same items, otherwise the website has the most up to date stock numbers so please re-order and return your unworn item for a refund.
Make sure that you are clear as to which item/size you want exchanging by adding a note to your package.
All emails regarding orders/returns must be sent to orders@fwpbyrae.com
If there is an issue with a product you purchased, please inform us straight away. Any items returned with a claim of being damaged etc after 30 days and without prior communication will be returned to you.
We are a very small business operating in small batches, which is why we offer 14 days rather than 30 days for refunds and will be strict on this. We have the right to refuse a refund or exchange after this time period. We will use the date the item is delivered as the start date for the above and we must receive this within that time frame.
RETURN ADDRESS
FWP BY RAE, Birch, Heritage House, Cossall Industrial Estate, Ilkeston, Derbyshire, DE7 5UD
Please add a note that clearly states your name, order number and the problem with the item. If you need an exchange (UK customers only) you can exchange sizes on same it garments only.
Please note that refunds will go back to the card you paid with and can take up to 10 working days to show on your account.
POSTING YOUR RETURN
Please make sure you write clearly on your delivery note or PRINT OFF and fill out our form HERE
Unfortunately we cannot cover the cost of returns.
For the UK, please use the post office 48 hour service and get a receipt to prove postage as any items not received due to loss cannot be refunded without proof of postage. You can arrange postage HERE
If an item is being returned due to a fault, we will refund you the cost of postage to us - up to a maximum of £3.50.
RETURNS FROM NON UK
Please make sure that you include “RETURNS DEPARTMENT” in the address and declare the goods as returns to the postal company. Doing this will make sure that your return isn’t delayed at UK customs. WE CANNOT OFFER EXCHANGES for customers outside of the UK but we will refund you the cost of the item if sent back to us in the timeframe noted above. When returning an item please mark as RETURN and inform us of the return.