Refund policy

We accept returns, exchanges, and cancellations for certain items.

We only accept returns and exchanges for items that were incorrectly filled in your order (e.g. wrong item sent or missing items). In this unlikely situation, you are welcome to return your purchase for a refund or an exchange, minus the original cost of shipping.

  • Contact us within: 24 hours of delivery (you must contact us first to initiate a return)
  • Return items within: 7 days of delivery with proof of postage (must forward us the return tracking number)
  • You’ll receive your refund: after the item is returned back to us and in our possession

The following items can’t be returned or exchanged:

  • Custom or personalized orders*
  • Digital downloads (this includes PDF sewing patterns)
  • Items sold in person
  • Stickers
  • Apparel or blankets (for sanitary reasons)
  • Items on sale
  • Gift Cards (eligible purchases with gift cards can be returned for store credit, but there are no cash refunds)

* we cannot accept refunds or exchanges for custom made items, except if they arrive damaged. If that is the unfortunate case please contact us so we can evaluate the damage.

 

CANCELLATIONS

You can cancel your order within 5 days of your order date. All our products are made to order, therefore we don’t accept any cancellations once we have begun crafting your order. We do not accept cancellations or refunds for failing to read our shop policies and processing time. No exceptions. If it is within the 5 day window, you can request an order cancellation by contacting us at hello@rhiandddept.com. Whether or not we cancel your order is up to our discretion.

Any custom orders or products that have personalization can not be cancelled once ordered.

 

CONDITIONS OF RETURN

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.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, free of rips/stains/odors, etc., with tags, and in its original packaging (this includes any tissue paper or other packing materials). Any freebies sent along with your order must be returned as well.

The item must look, feel, and smell exactly as it did brand new when we shipped it to you.

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. If the item is not returned in its original packaging or without original packing materials, the cost for the loss of materials will be taken out of your refund. We’re sorry, but we do not offer any exceptions.

We reserve the right to refuse a refund for any orders returned not in their original condition or for orders missing packaging materials and other items.

 

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund. We have no control over how quickly your financial institution refunds you, so please do not ask us.

 

RETURN SHIPPING IS YOUR RESPONSIBILITY

We do not reimburse any return shipping costs; you are responsible for the shipping cost of your return, as well as the shipping costs for any replacement sent.

 

INCORRECT ADDRESSES, LOST, OR UNCLAIMED PACKAGES

We do not refund orders lost in mail, but please contact us if you have not received your order 8 weeks after it has been shipped. and we will help you try and locate it. Once a package is marked as delivered, it is considered delivered, regardless of where it is delivered. We are not responsible for lost or stolen packages once your package leaves our possession.

If your order gets returned to us, we will try contacting you through email with the options of having your order reshipped for a re-shipment fee, or refund you for the items, but not any shipping costs. If they are not returned to us, no refund will be offered.

One of the most common reasons packages are returned is a missing apartment number or road suffix. Please double check your shipping address during checkout.

When possible, please use your legal name as appearing on your government issued photo ID. If your package is held for any reason, you may need to prove your ID to retrieve it. We're happy to ship to another name, but cannot be held responsible if you are unable to retrieve your package as a result.

 

DAMAGED PACKAGES OR ITEMS

We are very sorry, but we are not responsible for any packages damaged during shipping and therefore do no offer refunds or exchanges for such. Please contact us immediately however, and we will work with you to fix things. If an item arrives damaged, please include detailed photos of the item that clearly show the damage, as well as pictures of the shipping package and label.

 

 

Questions About Your Order?

Please send us an email at hello@rhiandddept.com if you have any questions or problems with your order.