When will I receive my refund?

If you are waiting for a refund from Rackhams, the timing depends on whether the order was cancelled before dispatch, returned, or refunded because of an issue with the item.

If you have returned an item

For an eligible online cancellation, a refund is normally due within 14 days of the returned goods being received, or earlier if you provide evidence that you have sent them back. This is why we recommend keeping your tracking information and proof of postage.

If your order was cancelled before delivery

Once the cancellation has been confirmed and the refund is processed, it will be returned using the original payment method unless another method has been expressly agreed.

Why can there be a delay?

Where an item was supplied by one of our E-Concession Partners, Rackhams may need confirmation that the return has been received or evidence of postage before the refund can be completed. After a refund is issued by Rackhams, your bank or payment provider may also take additional time to show the money in your account.

If you believe the applicable refund period has passed, please reply to your existing support ticket where possible. If you do not already have one, submit a new ticket with your order number and return tracking or proof of postage. Rackhams Customer Service will investigate it for you.

Your statutory rights are not affected. You can also read our Returns Policy for more information.