Returns

Refund Policy

Return & Exchange Policy

We want you to be completely satisfied with your purchase. If you are not fully happy, we offer a 30-day money-back guarantee (even during our Closing Sale). Please note the following terms:

Return Conditions:

  • Return Period: You have 30 days from receipt of your order to request a return or exchange.
  • Product Condition: Returned items must be unused, undamaged, and in their original packaging with all tags attached.
  • Exclusions: For hygiene reasons, lingerie, underwear, bras, tights, and similar intimate items cannot be returned once opened or worn. Custom-made or personalized products are also excluded.
  • Gift Certificates: Cannot be returned or refunded.

Return Process:

  • Step 1 - How to Return: To initiate a return, please email us at hello@evy-rae.uk with your order number, reason for return, and photos of the item if defective.
  • Step 2 - Approval: Please wait for approval from our customer service team before shipping the item back.
  • Step 3 - Return Shipping: You will be responsible for return shipping costs to our central warehouse. We recommend using a trackable and insured shipping service to ensure it arrives safely.
  • Step 4 - Receive Your Refund: Once we receive your return in its original condition, we will process your refund within 5 business days to your original payment method.

 

[IMPORTANT] Chargebacks, Unauthorized Returns, and Debt Recovery

We are committed to resolving any issues fairly and promptly.
Customers are expected to contact our support team and follow the proper return process before initiating any dispute or chargeback.

If a chargeback is filed without prior communication, without returning the product, or without giving us the opportunity to resolve the matter appropriately, we reserve the right to:

  • Dispute the chargeback through the payment provider with full documentation.

  • Submit the outstanding balance for debt collection through third-party agencies within the United Kingdom, including but not limited to Moorcroft Debt Recovery, Lowell Financial, and Advantis Credit.

  • Report the case to credit reference agencies where applicable, potentially impacting the customer’s credit rating.

  • Initiate legal proceedings for the recovery of the amount owed, including court costs and additional administrative fees.

Fraudulent or unjustified chargebacks are considered a violation of our Terms of Service and may result in prosecution under applicable UK fraud and debt recovery laws.

We strongly encourage all customers to reach out to our support team first, as we are always willing to work toward a fair and reasonable solution.

 

Refunds:

  • Processing Time: Refunds will be processed within 5 business days once we receive and approve your return. The amount will be credited to your original payment method.
  • Non-Refundable Items: Items that do not meet the return criteria will be returned to you without a refund.

Exchanges:

  • Defective or Damaged Items: If your item is defective or damaged, please send us photos, and we’ll offer you a free replacement.
  • Size Exchanges: Please contact our customer support.

Order Cancellation:

  • Cancellation Policy: Orders can be canceled within 1 hour of placing them. After this period, cancellations are no longer possible.
  • Cancellation for PayPal Orders: This rule applies to PayPal orders only; credit card orders cannot be canceled once placed.

Additional Information:

  • We do not cover any customs fees or taxes that may apply during the return process.
  • Please note that, if applicable, your items may need to be returned to one of our warehouses, which may be located abroad depending on where the item is in stock.
  • We are unable to accept returns after 30 days from the receipt of your order.