Refund Policy

Every Rachael’s Maids piece is created with care. If something is not right, please contact orders@rachaelsmaids.com with your order number so we can help.

Standard orders

For eligible online purchases, you may cancel without giving a reason up to 14 days after delivery. Please notify us within that period, then return the item within a further 14 days. You may also cancel before delivery.

Choosing from our standard size or colour options does not, by itself, make an item bespoke. An item is not excluded from cancellation simply because it is handmade or made after you order.

Bespoke and personalised orders

Items made to your individual specifications or clearly personalised cannot be returned simply because you change your mind. We will explain when this applies before you order. This does not affect your rights if an item is faulty, damaged on arrival or not as described.

Returning your item

Email us for return instructions and the return address. Your cancellation is effective when you tell us; it does not depend on approval. Please package the item securely, using its original packaging where possible. You may inspect it as you would in a shop. We may deduct for loss in value caused by handling beyond what is necessary to inspect it.

You pay return postage for change-of-mind returns. We cover reasonable return costs for faulty, damaged-on-arrival or incorrectly supplied items; please contact us to arrange this.

Refunds

For eligible cancellations, we refund the item price and the cost of our least expensive standard outbound delivery option. Extra charges for upgraded delivery are not refundable. Refunds use your original payment method, without a refund fee, within 14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier.

Faults and exchanges

Please tell us promptly if an item arrives damaged, is faulty or differs from its description. Photos can help us assess the issue. We will arrange the appropriate remedy under your consumer rights. Exchanges are welcome where available; please contact us to discuss.

Nothing in this policy limits your statutory rights.