FAQ

Where do you deliver?

We deliver within the United Kingdom only. Orders placed from outside the UK can't be fulfilled. Full details are in our Shipping Policy.

How long does delivery take?

Orders are processed within 1 to 3 business days, and delivery then takes another 4 to 9 business days — so you can expect your order within roughly 5 to 12 business days in total. See our Shipping Policy for the full picture.

How much does shipping cost?

Nothing — every order includes free shipping within the United Kingdom, with no added shipping or handling charges.

What's the order cut-off time?

Orders placed before 6:00 PM (GMT), Monday to Friday, may be processed the same day. Anything placed after that, or over the weekend, is processed on the following business day.

Can I track my order?

Yes. Once your order ships, you'll receive a confirmation email with a tracking link, and you can check on it anytime via our Track Your Order page. Do note that tracking can take 3 to 8 business days to start updating after dispatch, depending on the carrier.

Which payment methods do you accept?

We accept Mastercard, Visa, Google Pay, Apple Pay, Shop Pay and Amazon Pay. All prices are shown in British Pounds (GBP). More is in our Transactions Policy.

Is my payment information secure?

Yes. Every transaction runs over an SSL-encrypted connection, and By Rachel Hart doesn't store full credit card details on its servers. Payments are handled by certified providers that meet PCI-DSS requirements. See our Transactions Policy for details.

What's your return policy?

You can request a return on eligible items within 30 days of delivery — more generous than the 14-day statutory right under the UK Consumer Contracts Regulations 2013. Items need to be unused, unworn, and undamaged, with all original packaging, tags, and labels included. Full details are in our Return & Refund Policy.

How do I start a return?

Email us at support@byrachelhart.com with your order number, full name, shipping address, the item(s) you'd like to return, the reason for the return, and photos if the item is incorrect or damaged. Our Return & Refund Policy has the full process.

Is there a restocking fee?

Yes — a 15% restocking fee applies to all approved returns, covering inspection, handling, and restocking. You'll be told about it before you confirm your return, and it's waived if the item arrived defective or damaged. More is in our Return & Refund Policy.

Can I cancel my order?

Orders can be cancelled within 30 minutes of purchase. After that, the order enters processing and can no longer be cancelled. Once it's delivered, you can request a return in line with our Return & Refund Policy.

When will I receive my refund?

After we've received and inspected your return, we'll let you know whether it's approved. If it is, the refund goes to your original payment method within up to 10 business days. Keep in mind the 15% restocking fee is deducted where it applies, and original shipping costs aren't refundable.

What if my order arrives damaged or incorrect?

Please check your order as soon as it arrives. If anything is defective, damaged, or incorrect, contact us at support@byrachelhart.com as soon as you can, with photos of the item. In those cases the restocking fee is waived and we cover the return shipping costs.

How is my personal data protected?

We handle all personal data in line with the UK General Data Protection Regulation (UK GDPR), and we don't rent, sell, or share your personal information with third parties. As a UK resident, you can lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk if you believe your data has been handled unlawfully. See our Privacy Policy for more.

How can I contact By Rachel Hart?

You can reach us by email at support@byrachelhart.com or through our Contact page. Our customer service team is available Monday to Friday, 9:00 AM – 6:00 PM (GMT) and aims to respond within 24 hours on business days.