Returns

Returns

We want you to be delighted every time you shop with us, but realise that on occasion you may want to return an item. See below for information on how to return items to us.

 

How do I return unwanted items?

  1. Contact us via any of the following: Inform us that you no longer want the item(s) and would like to arrange a return. You have up to 30 days from when you received delivery of the item(s) to make the request.
    Please note: you must have purchased the item(s) directly from rexlondon.com. If you bought a Rex London branded product from another retailer, please contact the shop or retailer you bought the item from.
  2. Make sure that all the original packaging, tags, etc. are intact. We cannot accept unwanted items that have been used or with missing/damaged packaging.
  3. Post the item(s), along with a note that states your order number and lists the item codes and quantities, to the returns address on this page. You have up to 14 days from when we confirm acceptance of your return request to post the item(s) back to us. Please note that you will be responsible for the postage and packing costs of returning the unwanted item(s).
  4. We will aim to process your return within 2 working days of it reaching our warehouse. We will refund the cost of the item(s). In accordance with UK law, if your full order has been returned to us, we will refund the cost of the goods plus the initial postage and packing charges. Initial postage and packing charges will not be refunded unless all items are returned. Your refund will be processed via the payment method that you used for your order. We will email you to confirm the refund has been issued. Please allow 2 – 3 working days for the refund to appear on your statement.

 

How do I return a damaged, faulty, or incorrect item?

  1. Contact us via any of the following: Inform us that you would like to return a damaged, faulty, or incorrect item. If possible, send us a picture of the problem item.
    Please note: you must have purchased the item(s) directly from rexlondon.com. If you bought a Rex London branded product from another retailer, please contact the shop or retailer you bought the item from.
  2. We may ask you to send the item back to us free of charge. Please do not dispose of the item before contacting us. If we ask you to send back the item, we will supply a free returns label.
  3. Complete the returns form on your delivery note.
  4. Post the item, along with a note that states your order number and lists the item code and quantity, to the returns address on this page via your local Post Office branch. Unfortunately, we are not able to have it collected it from your home or business address.
  5. We will aim to process your return within 2 working days of it reaching our warehouse. You can choose to get a replacement item sent to you, or a refund. If you choose to get a replacement item, we will aim to send it within 2 – 3 working days. If you opt to get a refund, it will be processed via the payment method that you used for your order. We will email you to confirm the refund has been issued. Please allow 2 – 3 working days for the refund to appear on your statement.

 

Final notes about returns

We recommend you obtain a proof of postage (available free of charge from the Post Office) when sending items back to us. We cannot accept responsibility for parcels that fail to reach us, so please retain your proof of postage until you receive our email confirming that your return has been processed.

 

Your statutory rights regarding returns are not affected.

 

Returns address (UK only)

Our returns address is:

 

Customer Services

Rex London Returns

c/o Rex International Ltd

Unit 3 - 4 Allied Way

London

W3 0RL

United Kingdom