Rackhams is an online marketplace. Alongside products sold by Rackhams Retail Limited, we work with carefully selected third-party sellers that we call E-Concession Partners.
What does an E-Concession Partner do?
For products sold by an E-Concession Partner, Rackhams acts as the partner’s disclosed agent and the sales contract for that product is with the relevant partner. The partner normally holds the stock and fulfils the order directly to you.
The identity of the E-Concession Partner supplying your product is provided with your order dispatch information.
Who do I contact if I need help?
Rackhams Customer Services remains your primary point of contact. You don’t need to work out who to contact if something goes wrong. We’ll liaise with the relevant E-Concession Partner for you on order updates, delivery issues, returns, refunds and product problems.
How do we choose our partners?
We look for established sellers and brands that can meet the standards we expect for:
- Product quality and accurate information
- Reliable fulfilment and delivery
- Customer service
- Returns and after-sales support
Partners are expected to meet Rackhams’ operational and service standards while they sell through our marketplace.
The Rackhams Guarantee
Our marketplace model doesn’t mean you’re left on your own if a partner fulfils your order. The Rackhams Guarantee explains how we support customers throughout their purchase and coordinate with E-Concession Partners when help is needed.
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