Return Policy Overview

Our returns policy applies to goods ordered online at www.rackhams.com and under a contract with a third party seller (E-Concession Partner) that sells goods on our website www.rackhams.com

When you order an item online from us, you get 14 calendar days to cancel your order because you have changed your mind. This cancellation period starts from the day you have received the item / order.

Please note “made to order” Items are classed as normal sale items and can be returned under “Change of Mind” reason.

To be clear, your right to cancel does not apply to:

• Perishable items (including but not limited to food, alcohol, flowers, vitamins, Make-up);
• Hygiene related items*
• Custom-made items are unique or one-off created products
• personalised or customised items

*Hygiene related items, are items we cannot offer returns or refunds and include: 

• Cosmetics (including beauty products)
• Pierced jewellery
• Medicines
• Toiletries
• Swimwear or lingerie where the item has been used or the hygiene or product seal has been broken or is no longer in place or if the product is not in its original packaging unless faulty. 
• Items of footwear or clothing must be unworn and unwashed with the original labels still attached.
• Items of homeware including bedlinen, mattresses and toppers, and pillows must be unused and in their original sealed packaging.

For all furniture type returns, items must be in new and unused condition, unassembled and in their original packaging.

We do not offer any refund or return in respect of:

Items must arrive within 28 days of receipt to our E-Concession Partner

Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future.