Returns

We really hope that you will be delighted with your purchases. However, if you wish to return an item, please follow the below procedures and we will be happy to assist you.

Non Faulty Goods

If you are not completely satisfied with your purchase, simply return the goods to our Returns Department within 14 days of receipt with the completed Returns Form. Providing goods are in their original condition, we will issue you a full refund (excluding original delivery charges) upon receipt, subject to the terms and conditions detailed below.

Please note that all goods are your responsibility once in your possession, so please handle all goods with extreme care and ensure that you return the package by recorded delivery, which insures the value of the goods, as well as retaining your proof of postage. We reserve the right not to process your return if the goods are not returned to us intact, unworn, unused, undamaged and within 14 days of receipt. When trying on items of clothing, please do not use unnecessary force and ensure you are not wearing perfume / aftershave or a deodorant that may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.

Parcels may take up to 7 working days to reach us so we recommend that you send items back within 7 days of receipt to ensure the goods arrive to us within 14 days. Please do keep proof of postage in case goods arrive back late. We regret that we cannot accept items which are received after 14 days from receipt or which are no longer in a resalable condition. Please note that in the interests of hygiene, we cannot exchange or refund pierced earrings, undergarments or cosmetics unless proven faulty.

Returns Process

Unwanted goods must be returned to us in the original packaging, in perfect condition and accompanied by a completed Returns Form, which you will find enclosed with your goods. Please then return to:

Returns Department
rigby & mac
Unit D013 Park Hall Trading Estate
62 Tritton Rd
London
SE21 8DE

Please note, the cost and safety of the goods are your responsibility until they reach us, therefore, we recommend for security purposes, that you insure the parcel for the value of the goods and retain all records of delivery.

Incorrect or Faulty Goods

We inspect all products prior to shipping to ensure the highest possible standards, but if for some reason the product you have received is not what you ordered or is in some way faulty, please contact customercare@rigbyandmac.com immediately. Quote your order number and give the details of the product and the problem with the item received and specify whether you require a refund or a replacement. We will then advise on how to proceed with the return. Please check all goods on receipt as we need to receive any damaged goods within 14 days of receipt.

Refunds

We will issue a full refund (excluding original delivery charges) for items purchased online that are returned according to our Returns Policy. Your refund will be credited to the original purchaser's credit card within 14 working days from processing your return and will exclude shipping costs.

If the date on your payment or credit card has expired or for any reason the original card has been cancelled, please contact customercare@rigbyandmac.com so that we can update your payment type and ensure that your refund gets processed correctly.

If a promotional discount was applied to your original order, the amount charged and eventually refunded will be adjusted to allow for the revised order value and appropriate discount level.

In addition to our website returns policy, under the distance selling regulations, EU customers have 7 working days to cancel their purchase. If you have not yet received your order, please contact customercare@rigbyandmac.com as soon as possible to arrange cancellation before the order is dispatched.

All order cancellations must be made in writing, quoting your order reference number, within 7 working days starting the day after you receive your order. If your order has been already been processed and dispatched to you, it will be necessary for you to return the goods following our return procedures detailed above. The cost of return and care of the goods are your responsibility until they reach us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain all records of delivery.

In accordance with the distance selling regulations we will refund standard delivery charges if the whole order is returned but if only part of the order is returned we are not obliged to refund any of the delivery charge.

Disputes

In the unlikely event of an unresolved dispute then please do contact an authorised ADR provider for advice. Please click here for a directory of UK ADR providers. More information regarding online dispute resolution can be found on the ODR platform.

If you have any further questions about returns then please contact us on 020 8761 1011 or via email to customercare@rigbyandmac.com