* Excludes Highlands, Channel Islands and BT Postcodes.

Rachel Simpson Ltd is not responsible for any customs charges that may apply to the import of goods into your chosen country of delivery. Please note customs policies vary widely between different countries. We have no control over these charges and are unable to predict what they may be – they are not covered by the delivery charge. Customs charges and import duties are raised when or after the package has reached its destination and any charges/invoices from customs or couriers regarding import fees must be paid for by you. We recommend contacting your local customs office for further information before ordering.

If you need to return your purchase for any reason, you are responsible for the cost of returning the items to us. We recommend using a tracked parcel service to insure against any lost items for the value of the goods. Please ensure you follow all instructions for returns provided on the paperwork included in your parcel. If these instructions are not followed the parcel will be returned to you by customs and you will be responsible for any additional postage costs or customs charges incurred. Please note we do not accept returns sent via FEDEX.

The above customs, returns policy applies at all times. This includes promotional periods where free shipping may be offered.

Please note: we do not deliver to PO Boxes as orders are dispatched via courier and require a signature.

You may only use your Rachel Simpson gift card to make purchases at www.rachelsimpsonshoes.co.uk. Gift cards are not accepted at any Rachel Simpson stockist or any other online retailer. Your Rachel Simpson gift card should be treated as cash and lost, stolen or damaged cards cannot be replaced.

Your Rachel Simpson gift card or items purchased with it cannot be returned or exchanged for cash. All refunds of goods or services purchased with your Rachel Simpson gift card will be made in accordance with our refund policy. The value of returned goods will be refunded to the original payment method, i.e. items purchased using a Rachel Simpson gift card will be refunded back onto a new gift card.

Where part of the purchase was made with a gift card, this value will be refunded as a gift card and the balance refunded to the original payment method. This does not affect your statutory rights.

Your Rachel Simpson gift card may be redeemed to purchase goods of a higher price than the balance with payment for the difference by another method. Should not all the value be used in a transaction no change will be given but any balance may be applied to future purchases.

Your gift card will automatically expire if it is not used within 12 months (at which point your balance will be forfeited). Gift cards presented after expiry will be treated as void.

Rachel Simpson Ltd will cancel the value of your gift card if we fail to receive payment from the purchaser’s bank or card company for the initial purchase of the card. Further action may be taken where the fraudulent use of a credit card is suspected.

Rachel Simpson Ltd reserves the right to amend the terms & conditions of gift cards at any time where we consider it reasonable and necessary to do so. This includes the cancellation of the gift card if we deem it necessary.

We do understand that from time to time you may need to return something. We are happy to offer a refund within 28 days of delivery*, providing items are returned in their original perfect condition with no marks or blemishes, in their original packaging (which should also be in pristine condition).

Please make sure you include the relevant paperwork with your parcel, otherwise we are unable to process your return and will send items back to you. If you have ordered your shoes through one of our stockists, you should contact them directly before returning your items.

Please note shoes have a beautifully soft leather sole, which marks easily. Only try them on in a soft carpeted area, as even wooden floors can cause damage & we are only able to refund goods returned to us in their original, perfect condition. Your shoes have a protective film on the soles- please note once this is removed shoes are non-returnable.

UK RETURNS

Please complete the returns form located on the reverse of your packing slip, and enclose it with your returned items. All returned parcels must be clearly marked as ‘Returned Goods'. Please contact us if you require any assistance on 00 (0)121 433 5492 or email our customer services team on info@rachelsimpsonshoes.co.uk.

Please note due to new health & safety rules returned items will be quarantined for 72 hours before opening when they arrive at our warehouse. Our warehouse is currently open on limited days so it will take longer to process your return. Your return will however be processed as quickly as possible and you will be notified by email once your refund has been actioned. For returns within the UK please allow up to 14 working days depending on the delivery service used, and allow longer for international returns. Thank you for your patience and understanding.

All UK returns are free, please use the returns label enclosed with your package and follow the instructions. 

INTERNATIONAL RETURNS

Unfortunately we are not able to offer free international returns. Costs for returning items from outside of the UK are your responsibility and we therefore recommend that you use a delivery service that insures you for the value of the goods.

If you live outside of the UK you can return your order in exactly the same way as above, but you must also include all original documentation, including the commercial invoice, on the outside of the box. You must also clearly label the parcel as ‘Returned Goods’. If the package is not clearly marked as instructed, or original documentation is missing, we will regrettably have to refuse delivery and your goods will be returned to you. 

Please note due to new health & safety rules returned items will be quarantined for 72 hours before opening when they arrive at our warehouse. Our warehouse is currently open on limited days so it will take longer to process your return. Your return will however be processed as quickly as possible and you will be notified by email once your refund has been actioned. For returns within the UK please allow up to 14 working days depending on the delivery service used, and allow longer for international returns. Thank you for your patience and understanding.

Please note we do not accept International returns from FedEx- please use an alternative courier. All customs / duty charges must be paid for by you before an item is returned. Returns Address - Rachel Simpson Ltd, 1 Melchett Road, Kings Norton Business Centre, Birmingham, B30 3HG.

*Not valid on discounted and sale goods- these must be returned within 14 days of delivery, and are exempt from free UK Shipping and free return postage.