Shipping and Refund Policy
OUR PRODUCTS
Here at Amber Raye, we pride ourselves on the quality of our products and services, whilst employing ethical and sustainable practises, to best support the needs of our environment.
All items available on Amber-raye.com are made-to-order and produced by hand in the UK. This means, only after your order has been placed, will production on your bespoke item or items take place.
SHIPPING METHOD
Please allow 3-5 business days for your order to be made, as well as the estimated shipping time via your chosen method of delivery. All orders are shipped via Royal Mail Tracked and signed. Please see delivery options available below.
UK 1st Class - £4.00 (Up to 3 working days)
EU Tracked - £9.50 (Up to 7 working days - this varies depending on countries)
US Tracked - £10.50 (Up to 10 working days)
International - £10.50 (Up to 14 working days)
TRACKING
You will receive a full tracking number once each order has been shipped. It is the customers responsibility to keep updated with shipment details. If you wish you track your order, you can do so via Royal Mail by entering the tracking number provided to you.
RETURNS POLICY
Please be sure you familiarise yourself with our terms and conditions before you make a purchase.
Due to the nature of our Made-to-order goods and services, ALL ITEMS ARE NON-REFUNDABLE. This means that we cannot provide exchanges or refunds on items that have been made to order, specially altered or personalised for you in any way.
Your experience is important to us, so we work hard to provide all the item measurements, fabrics and care, so you can make the most informed choices when ordering from Amber Raye.
We welcome any questions you may have regarding size and fit via our contacts us form or emailing info@amber-raye.com
EXCEPTIONS
We are only able to accept returns and exchanges for items that have arrived damaged or faulty.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Please contact us at info@amber-raye.com with your personal details, order number and photo evidence indicating the defect or problem and we shall promptly get in contact with you to.
To be eligible for a return, any wrong or defective item/s must be sent back in the same condition that you received it, unworn or unused, with tags, and in its original packaging. It is the customers responsibility to send it back to us and it remains the customers responsibility until the item reaches us. You must also send the items back to us at your own cost.
DEFECTIVE PRODUCT RETURNS
We will examine the returned product carefully and notify you by email within a reasonable period of time whether the item will be returned or replaced (if appropriate).
The item will be returned or replaced as soon as possible and, in any case, within 30 days of the date on which we sent the email confirming that the inadequate item would be returned or replaced.
REFUNDS
If approved, you’ll be automatically refunded on your original payment method. The amounts paid for products returned due to flaws or defects, when they actually do exist, will be reimbursed in full, including any delivery charges paid to send the item to you and the costs to you to return it to us.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
We will not accept any returns of items that have been clearly mishandled; resulting from misuse, accidents, alterations, exposure to corrosive or abrasive substances or other factors outside of normal expected use. Please note that wear and tear in the course of normal use is NOT considered a fault.
AMBER RAYE reserves the right to reject returns that do not comply with our return policy. Returns that do not follow our policy may be sent back to the original shipping address at our discretion.
By processing an order through the site you herby agree to these terms and conditions.