Terms of service

T&C's

Our terms and conditions at Rara & Doey:

  • No products are refundable or exchangeable after 14 days of the delivery date. Under any circumstances.
  • Social media messaging are not always monitored. Order changes, questions or concerns will only be dealt with through email. 
  • Shipping times are between 2-4 weeks depending on supply chain and seasonal deadlines. Our shipping times are approximate, but we always endeavour to get your order to you asap.
  • Due to monitor differences, media channels, actual colour may vary slightly from what appears online. Most customers say prints are better in real life.
  • We use Hermes, DPD & Royal Mail depending on the size of your parcel. Information on which courier has been selected will be confirmed on your shipping notification sent by email.
  • Delivery: please note we only use recorded delivery. We do not take any responsibility for lost parcels when our courier has provided us with sufficient evidence of delivery. This evidence is in the form of a signature OR image from the driver obtained at delivery. Our tracked service allows us to record each drivers journey and any deliveries not made to the address as per stated on the order is photographed and made note of. 
  • Please be aware that if you claim non-delivery despite our courier recording your delivery as successful, we will not automatically refund or replace the items. This claim will then be investigated which can take a number of weeks to process and gather relevant facts. This includes ‘safe place’ option. Our drivers will need to be questioned, evidence gathered and you will need to sign a legally binding document to confirm ‘Denial Of Receipt’ to purchase.
  • If and when our courier has accepted the claim and they have reimbursed the cost we have lost then we will discuss the replacement or refund of your order. We will not refund any costs until this full investigation and claim has been fully processed.
  • Please double check the names on order
  • Please double check any personalised names. We do not accept responsibility if an error at customer order stage is made and products will not be replaced.
  • Please note if incorrect shipping details are given and the parcel has already been dispatched, we are not responsible for this. If the parcel has not yet been dispatched, we will try to help amend.
  • Packages returned to us after two delivery attempts, will not be automatically refunded. If returned, you will be required to repay postage costs.
  • If you would like the items resent again, after two delivery attempts, you will have to pay the first postage cost AND the next postage cost.
  • Whilst we try to ensure perfect colour matches across all products, sometimes colours can slightly vary due to different fabric types and compositions. 
  • Colours can appear slightly different from screen to screen, media channels, social media filters and eye to eye.
  • We are not responsible for damage caused by any cleaning fluid or products used. Please keep products out of direct sunlight, follow our care guidelines and safety information provided on each item and website. We are not responsible for any damage or discolouration for products kept in sunlight.

    We appreciate your understanding, as all of our products are made on request. They vary from product to product, fabric to fabric and order to order.

Who to Contact?

Messages sent via our social media channels cannot always be monitored. To ensure we get to your query as soon as possible please send us a message via email to contact@raradoey.co.uk