Refund policy

Returns / exchanges & cancellations

We are sorry to hear you wish to return or exchange an item. To best help you with this process, please first read the following criteria to ensure your return or exchange can be met:

Non- returnable items. Unfortunately, we would be unable to refund or replace:

Washed or used items.
Personalised items / or made to order.
Any products not in original sealed packaging, or that has been opened.

Please send us an email to: contact@raradoey.com. Messages on social media are not monitored for returns. Working Days are Monday-Friday (exc. Bank Holidays).

Return within 14 days of receipt for monetary refund.
We do not accept returns or exchange on any products which have been opened, washed or used, for hygiene reasons.
Items must be returned with any tags and labels still attached (if applicable).
We do not accept returns or exchanges on any personalised items.
Packaging for all products must remain sealed, closed and unopened.
We do not accept returns or exchanges if the products bag has been opened for hygiene reasons.
Any returns received with the product bag open will either be returned back to customer, or charged a reprocessing fee.

How do I Return an Item?

Postage back to us for an item for an exchange or return, is the responsibility and cost of the customer. Sadly as a small business we cannot absorb any postage costs. Refunds will be processed within 10 working days of receiving your item.

For any exchange or refund enquires please email us at contact@raradoey.com with your name, contact details, order number and a short explanation on the item/s you are wanting exchanged or returned so we can best handle your enquiry. Return address will be given on email. Working Days are Monday-Friday (exc. Bank Holidays).

All products must be returned in the same way they were delivered. Anti roll mats, changing mats and basket mats must be flat, unfolded, not rolled, scrunched or damaged. Travel mats must be sent folded as delivered, not rolled, scrunched or damaged. Muslins and blankets must be flat, neatly folded, not rolled, scrunched or damaged.

Faulty, Damaged or Missing Orders

Our products are all carefully checked prior to sending so we’re sorry to hear your item is faulty or damaged, or by mistake you have received an incorrect item or items are missing from your order.

We will require some more information to ensure we can rectify queries as soon as possible. Please see below and ensure your claim meets this criteria:

Missing - If your order arrives incomplete, please check your order status or contact us, some items are shipped separately.
If an incorrect item is sent by Rara & Doey, the new item will be shipped asap, subject to stock and lead time for each individual item.
Please report any products sent with damaged, faulty, incomplete or incorrect orders within 48 hours of receiving your item.
We check all items returned as damaged or defective. In the event we find no fault, we reserve the right to recharge you for the item/s and to recover our fees and expenses from you.
Any items damaged in transit, please ensure you take photo’s of packaging as this will be needed as proof of damage to support customer claim and for us to repute with transit team.
We will cover the costs of replacement of any items found to be faulty or damaged or that has been sent in error.
Please obtain a proof of postage/collection from the courier you leave your return parcel with. If your return does not reach us and you don't have proof of postage, we will not be able to refund you.

Cancellation Policy

All our products are designed in the UK with love, detail and sometimes personalisation. We hope you love our products as much as we do.

It is always best to contact us ASAP if you wish to cancel or amend order. We will try to work with you as much as we possibly can but we take no responsibility if incorrect details are given, or you with to cancel/amend order once it has been placed.

The majority of our products are personalised and sent to manufacturers within 1-2 working days once your order has been received. If your order has not been sent to production or posted yet, we will honour the amendment or cancellation, however once it has been sent over to the manufacturers we are unable to then cancel it and you will have to wait to receive the item to then return for a refund (see below full returns policy).