FREE SHIPPING OVER £50

FREE RETURNS

CUSTOMER CARE

FREQUENTLY
ASKED QUESTIONS

Orders and returns

What is your return policy?

If you are not entirely happy with your purchase, we are happy to accept your return within 30 days of delivery. This service is free of charge. Please note that our returns policy only applies to the UK.

The return cost will not be refunded outside the UK unless the item is faulty, if you are simply exchanging for a different item, we will not charge you for re-sending the replacement.

How to return a parcel?

Step 1:

Complete the returns form and include in your parcel.

Download your returns form

Step 2:

For UK customers only, attach the pre-paid Royal Mail postage label to the parcel and take it to your nearest post office for return delivery

Download your returns label

Step 3:

We will notify you once your return has been received and your return or exchange will be processed within 10 business days

How much is the shipping cost?

Please visit our delivery information page for more information. If your order has been placed before 14:30 (GMT) and all items you have ordered are currently in stock we will dispatch the same business day.

DELIVERY INFORMATION

Can I cancel or amend my order?

If after placing your order you decide you’d like to change or cancel your purchase, then please notify us as soon as you can so we can try and stop your items from being dispatched. The best way of doing this is by calling our Customer Care team on +44 (0) 20 4537 9646 where we will try to sort out any amendments, all orders placed before 14:30 (GMT) will be dispatched the same working day.

Returning products in a multi-buy offer

If any products which form part of a multi-buy offer are returned to us for a refund, you will be refunded the full price of that product less the total discount given in the offer.

If any products which form part of a multi-buy offer are returned for exchange with a product not included in the same multi-buy offer, you will be charged the difference between the discounted price and the full price product.

If any products which form part of a buy X, get Y free offer are returned, the retail value of the cheapest item from your order will be deducted from your refund.

If you later return a product which forms part of a combination offer (for example 20% off when you purchase a shirt and tie), you will no longer be entitled to the discount and your refund will be adjusted accordingly.

What Should I Do If I Receive an Incorrect or Faulty Item?

We are sorry to hear if you have received an incorrect item, or if you believe your item has been delivered faulty. Should this be the case, you should contact Customer Care with the following information.

  • Your proof of purchase/order number
  • A short description of the issue
  • Supporting images

Our Customer Care Team will then be in touch to advise the next steps.

All items that are returned as faulty are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed.

If in the rare event that your item is faulty due to a design error, we may be able to replace your item. Replacements are subject to availability and we ask that you state you would like this option at the time you request a return.

DELIVERY

UK DELIVERY INFORMATION

We offer a UK next day delivery if ordered by 14:30 (GMT) this service excludes weekends and bank holidays (order before 14:30 on a Friday you will receive delivery on the following Monday). Please visit our delivery information page to see if your area is viable for next day delivery, as some areas are not covered.

We do offer a UK standard delivery, that is 2 – 4 business days delivery.

DELIVERY INFORMATION

Ireland delivery information

We offer 2 - 7 business days delivery if ordered by 14:30 (GMT) this service excludes weekends and bank holidays. All Ireland orders are delivered via Royal Mail.

DELIVERY INFORMATION

EUROPE EXC. IRELAND DELIVERY INFORMATION

We offer 2 - 11 business days delivery if ordered by 14:30 (GMT) this service excludes weekends and bank holidays. All Europe orders are delivered via Royal Mail.

DELIVERY INFORMATION

REST OF THE WORLD DELIVERY INFORMATION

We offer 2 - 11 day delivery if ordered by 14:30 (GMT) this service excludes weekends and bank holidays. All rest of the world orders are dispatched using the fastest method on the date of purchase.

DELIVERY INFORMATION

Royal Mail delivery issues

If your items were shipped via Royal Mail and you are out and miss your delivery, Royal Mail will leave you a calling card and take the goods back to the Customer Service point. You can either collect it or arrange a redelivery (full details will be on the calling card).

DPD delivery issues

If your items were shipped via DPD and you are out and miss your delivery, DPD will leave you a calling card detailing when they will attempt another delivery. If this is still not suitable you will have the option to re-arrange delivery after 2 failed attempts, they will normally return the parcel back to our warehouse and you will be refunded for your order less original carriage charge.

Can I have my shopping delivered to an address other than my card billing address?

If you wish for your delivery to be sent to an alternative address in the UK, please make sure you fill in the correct address under “Delivery Address” on the payment screen otherwise the order will be dispatched to your billing address.

SECURITY

Is my order secure?

We understand how important it is to securely store any information that you provide. Our site uses Secure Socket Layer (SSL) encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assure that we take the privacy and security of your payment and personal details very seriously.

ACCOUNT

I can’t access my online account. What should I do?

Hopefully, you’ve remembered the email address you originally registered with so you can reset your password on our website by clicking forgotten password. If you’ve also forgot your email address, then please contact us at support@raelbrookshirts.com or by calling our customer services team on +44 (0) 20 4537 9646

MY ACCOUNT

Do I need to open an account to place an order online?

No, you can use the guest checkout to complete your order. Having an account not only speeds up the order process, but you will also be able to see your order history; and save your personal and payment details.

WHOLESALE

Information

For more information on wholesale opportunities and queries please visit our wholesale page or call our sales team on +44 (0) 20 4537 9646

WHOLESALE

PAYMENT

What forms of payment are accepted?

We accept VISA, MasterCard, Maestro, America Express credit cards and debit cards. We also accept payments via PayPal, Google Pay and Apple Pay.

DISCOUNT

Can I get a discount for a large order?

We try our upmost to keep our prices as low as possible all year round, so we cannot offer discount for larger purchases. But don’t dismay as we do occasionally have some special offers available throughout our website, so why not sign up for our newsletter to keep you updated on when these offers are available. We also don’t share any of your details with any other companies.

HELP

NEED MORE HELP?

If for any reason you encounter any issues on our website or with your online order then please contact us either by email support@raelbrookshirts.com or by calling our customer services team on +44 (0) 20 4537 9646 (between 09:00 to 17:00, Mon to Thurs, 09:00 to 15:45, Fri).
WORLDWIDE EXPRESS DELIVERY
Available on all orders
QUALITY SERVICE SINCE 1948
Via phone, email and live chat
HASSLE FREE RETURNS
Free Returns in the United Kingdom
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