Refund policy

We hope you love your RELA RELA order. If you change your mind, you may request a return or cancellation in line with your statutory rights and our returns policy below.

How do I request a return, cancellation or withdrawal?

You can request a cancellation, withdrawal or return by signing in to your customer account and selecting the relevant order.

If your order has not yet been fulfilled, you may be able to request a cancellation through your customer account.

If your order has already been fulfilled or delivered, you may request a return through your customer account.

You can also contact us at cs@relarela.com if you need help.

How long do I have to return an item?

For online orders, you have 14 days from the day you receive your order to tell us that you wish to cancel or return your item(s).

After notifying us, you have a further 14 days to send the item(s) back to us.

Items returned outside of this period may not be accepted, unless otherwise required by law.

Return condition

All returned items must be:

· unworn
· undamaged
· free from makeup, perfume, deodorant or other marks
· returned with original tags attached
· returned in a resaleable condition

We reserve the right to refuse returns that are sent back in an unacceptable condition. Items that are not accepted may be returned to you.

Items that cannot be returned

For hygiene reasons, we cannot accept returns for the following items if the hygiene seal has been removed or the item has been worn:

· masks
· earrings
· swimwear
· lingerie
· underwear
· socks
· tights
· hosiery
· other intimate or hygiene-sensitive items

This does not affect your statutory rights if an item is faulty, not as described or incorrect.

Do I need to pay for my return?

Customers are responsible for their own return postage costs, unless the item is faulty, incorrect or otherwise required by law.

We strongly recommend using a tracked postal service and keeping your proof of postage. We cannot refund items that are lost in transit, and any lost return parcel should be raised with your chosen courier.

Refunds

We will refund eligible returned item(s) to your original payment method.

We aim to process returns within 7-10 working days of receiving your parcel back. In any case, refunds will be issued within 14 days of receiving the returned item(s), or evidence that you have sent them back to us.

Your bank or payment provider may take additional time to make the funds available in your account.

Original delivery charges

If you cancel and return your full order within the statutory cancellation period, we will refund the standard delivery charge you paid, where required by law.

If you selected a more expensive delivery option, we will only refund up to the cost of our standard delivery service.

If you received free delivery and you later return part of your order so that the kept items no longer meet that threshold, we may deduct the standard delivery charge of £3.99 from your refund, where permitted by law.

Faulty items

We are sorry if you receive a faulty item.

Please contact us at cs@relarela.com as soon as possible with your order number and photos of the fault. We will review the issue and help resolve it as quickly as possible.

This does not affect your statutory rights.

Incorrect items

If you receive an incorrect item, please contact us at cs@relarela.com with your order number and photos of the item received. We will aim to resolve the issue as quickly as possible.

Returns address

RELARELA.COM RETURNS
Unit 8 Camberwell Street
Manchester
M8 8HG
United Kingdom

Important note

Please include your returns form or order reference inside your parcel so we can identify and process your return.