FAQ

You will be refunded using the same payment method originally used to purchase the returned item(s). You will be refunded no later than 14 days after the day we receive the items you are returning.

UK ONLY: If you are returning all items in your order, we will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. We will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be refunded to you.

It is very rare that our orders are sent incomplete, or incorrectly due to our dispatch processes.

Before contacting us please double check your order, and all packaging.

If you are sure your order is incomplete or incorrect, please contact us within 7 days of your order being delivered. We cannot rectify incomplete orders after this time period.

Please email us at rb_flash@hotmail.com , and we will get back to you with next steps.

On the rare occasion an item arrives damaged, or faulty please firstly accept our apologies.

Please contact us within 14 days of your order being delivered. We cannot rectify damaged or faulty orders after this time period.

Please do not dispose of faulty items as we will need them back in order to refund / replace. Faulty products must also be returned in the condition they were received.

Please email us at rb_flash@hotmail.com, detailing the fault and we will get back to you with next steps.

Please read our returns and refund policy in full before you return any items, to avoid confusion.

Our returns address will be sent via email.

Please contact us at rb_flash@hotmail.com , before returning products.

Any returns are at your own risk, and remain your responsibility until they are safely received by us. We recommend that you return your items by Royal Mail tracked 48. Returns must only be made to our returns address. Do not return your parcel to a collection point or it will not be collected / refunded.

Personalised products are not eligible for exchange, due to their unique design & creation solely for you! However, if for any reason you are not completely satisfied with your purchase, please get in touch so we can work out the best possible way to resolve your issues!

You can get in touch with us about an existing order by emailing us on rb_flash@hotmail.com

Please provide your order number and delivery address when getting in touch.

Any products that are personalised are non-refundable unless there is a fault with the item. The bespoke nature of our products means that they cannot be resold so unfortunately we cannot accept returns.

Should you wish to return a product that is not personalised please contact us within 14 days and we will let you know the best way to post it back to us. Please note, return postage will be at the customer's expense unless otherwise agreed.