Refund policy

 

We offer a 100-day return policy, which means you have 100 days from the date of receipt to initiate a return.

To return your item, it must be in the same pristine condition as when you received it—think of it like Cinderella's shoe: unworn, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. If the item is used, damaged, or unsellable, a fee may be applied to account for this. The maximum is the value of your order.

To initiate a return, please contact us at support@rustybarrel.co.uk. If your return is accepted, we'll send instructions on how and where to send your package. Items sent back to us without a return request will not be accepted. 

Where we supply the return label, we will use Royal Mail Tracked 48. If you post the parcel yourself, we strongly recommend using a tracked service.

You can always contact us for any return questions at support@rustybarrel.co.uk

 

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you received the wrong item, so we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, drinks, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have any questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The quickest way to get your desired item is to return your current one and, once the return is accepted, make a new purchase. If you prefer an exchange, you need to return the unwanted item first before we can send the new one.

 

Refunds 

We will notify you once we've received and inspected your return and let you know if the refund has been approved or not. If approved, you'll be automatically refunded using your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund. 

 

Delivery

We endeavour to use Royal Mail; our current shipping options are shown on the checkout page.

We reserve the right to select an alternative courier where appropriate, for example, during industrial action or peak season. We aim to deliver your parcel as efficiently as possible.

Some couriers define "Delivered" as delivered to the Recipient at the address, left with a neighbour, or left in a safe place. If you do not want your items delivered to a neighbour or left in a safe place, you must advise Royal Mail before delivery. You can do this by downloading the Royal Mail App and opting out of Safeplace. More information on Safepace is available on the Royal Mail website here.

Couriers only allow a customer a finite amount of time to file a complaint. If you are experiencing delivery issues, you must contact us within 7 days of the expected delivery date to make a claim. The courier will not investigate Claims after this period, which is beyond our control.