Bespoke or custom-made items are special orders, these items cannot be exchanged or returned
under any circumstances.

All custom-made items are marked as so in the product description.

Only items that have been ordered and sent out from stock may be refunded or exchanged within 7
days from the date you sign for the delivery.

Before you return something, you must notify us within 24 hours of receiving an item and obtain a
return authorisation reference number by emailing us at rachel@rachelskinner.com

Please include your original receipt in the returned parcel. You must write your return authorisation
reference number on the receipt. Any returned items that are not accompanied by an official
reference number will not be accepted.

To return your purchase, please send it to: Rachel Skinner Millinery, Sun Studios, 2 Mount Place,
Lewes, East Sussex, BN7 1YH

The item you return must be in new, unused, and unworn condition with all the original packaging
and tags still attached. We do not accept any item with any indication that it was used. In such
cases, the item will be returned to the purchaser.

If you wish to receive a refund, we will re-credit the original purchaser’s credit card for the sum paid
less any taxes and duties and less the carriage costs.

It is advisable to send returned items by registered post - and keep your proof of postage certificate
- as we cannot be responsible for goods lost or damaged in transit. We can't guarantee that we will
receive your returned item.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping
costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from
your refund.

If you are shipping any item over £50, you should consider using a trackable shipping service or
purchasing shipping insurance.

Please note that carriage costs for returned goods are the customer’s responsibility and will be
reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.

In the unlikely event of late or missing refunds:

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially
posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at
rachel@rachelskinner.com

Exchanges (if applicable).

We only replace items if they are defective or damaged. We do not refund or exchange items
marked custom made in the product description.

If you need to exchange it for the same item, send us an email at rachel@rachelskinner.com and

send your item to: Rachel Skinner Millinery, Sun Studios, 2 Mount Place, Lewes, East Sussex,
BN7 1YH

Depending on where you live, the time it may take for your exchanged product to reach you, may
vary.