Refund and Returns Policy
At Rapelli we want you to be completely happy with your purchase. If something is not right, you can return it to us under the terms set out below.
Your right to return
You have 14 days from the day you receive your order to tell us that you would like to return an item. Once you have told us, you then have a further 14 days to send the item back to us.
Condition of returned items
To be eligible for a return, items must be:
- Unworn, unwashed and unused
- In their original condition, with all original tags and labels still attached
- Returned with any original packaging where possible
- Free from marks, odours (including aftershave and smoke), pet hair and other signs of wear
We may reduce your refund if the value of an item has been reduced by handling beyond what is necessary to establish its nature, characteristics and functioning — in other words, more than you would be able to do in a shop.
How to start a return
To begin a return, email us at support@rapelli.co with:
- Your order number
- The item or items you wish to return
- The reason for the return (this helps us improve, and is needed for faulty or incorrect items)
We will reply with return instructions and the return address. Please do not send items back before contacting us, as returns sent without prior instructions may be delayed.
Return postage costs
- Change of mind returns: you are responsible for the cost of return postage. We recommend using a tracked service, as we cannot take responsibility for parcels lost on their way back to us.
- Faulty, damaged or incorrect items: we cover the cost of return postage. Contact us first and we will tell you how to proceed.
Refunds
Once we have received and inspected your return, we will email you to confirm the outcome. If your return is approved, we will issue your refund within 14 days of receiving the item back, to the original payment method used for the order.
Depending on your bank or card issuer, it may take a few additional business days for the funds to appear in your account.
Original delivery charges are refunded in full for faulty or incorrect items. For change of mind returns, we refund the standard delivery cost of the original order; if you chose an upgraded or express delivery service, we refund the equivalent standard delivery cost only.
Exchanges
The quickest way to get the size or colour you want is to return the original item for a refund and place a new order. If you would prefer a direct exchange, email support@rapelli.co with your order number and the item you would like instead, and we will let you know whether it is available.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged, or is not what you ordered, please contact support@rapelli.co as soon as possible and, where you can, include photographs of the item and of any damage. We will arrange a replacement, an exchange or a full refund, including any delivery costs you have paid.
Items we cannot accept back
For hygiene and safety reasons, and where the law allows, we are unable to accept returns of:
- Underwear, socks and swimwear where the hygiene seal has been removed or broken
- Face coverings and similar personal items once opened
- Items that have been personalised, customised or made to your specification
- Gift cards
- Items clearly marked as final sale at the time of purchase
This list does not affect your rights in relation to goods that are faulty or not as described.
Late or missing refunds
If you have not received a refund that we have confirmed as issued, please first check your bank account, then contact your card issuer or payment provider, as processing times vary. If you have done this and still have not received your refund, contact us at support@rapelli.co.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer, including your rights in respect of goods that are faulty, not as described, or not fit for purpose. [Governing law: England and Wales — to be confirmed]
Contact us
For any question about returns or refunds, email support@rapelli.co and our team will be happy to help.
Returns address: [Returns address to be confirmed — we will send this to you by email once your return is approved]