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FAQs

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?

Please apply the pre-paid address label that you will find in your shipping documents and take to your nearest DPD. To find your nearest DPD drop off please head over to DPD Shop Finder. This service is free of charge.

Please note that our returns policy only applies to UK.

How much is the shipping cost?

Please visit our delivery information page for more information. If your order has been placed before 4pm and all items you have ordered are currently in stock we will dispatch the same day.

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 services team on
+44 161 344 5618 where we will try to sort out any amendments, all orders placed before 16:00 (GMT) will be dispatched the same day.

Delivery

Delivery information

We offer a next day delivery if ordered by 16:00 (GMT) this service excludes Saturdays and bank holidays (order before 15:00 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. Rael Brook do offer a UK standard delivery, that is 3 – 5 days delivery.

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.

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).

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 assured 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 +44 161 344 5618

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 +44 161 344 5618

Gift wrapping

Do you offer gift wrapping?

Why not finish of your purchase with our Rael Brook shirt box to make it the perfect gift. Just simply click on the gift box option at the checkout, the extra cost of the box is £1.50 which will be added to your basket.

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 +44 161 344 5618 (between 09:00 to 17:00, Mon to Thurs, 09:00 to 15:45, Fri).