Delivery & returns
Delivery
- All UK orders are shipped within the next business day after an order is placed
- Delivery is £4.49, delivered within 1-3 business days
- Free shipping on all UK orders £50 and over
- For international shipping costs please chat with us using the Chat button or contact us for a quote
Returns and refunds
If something isn’t right with your order, please get in touch. We’ll explain the next steps and help you arrange a return.
This policy covers UK consumer orders of physical products bought directly from our website.
Changing your mind
For online purchases, including sale items, you can cancel without giving a reason by telling us within 14 days after the day you receive your goods. You then have a further 14 days to send them back.
You can open the packaging and inspect the product as you would in a shop. If handling goes beyond what is necessary to establish its nature, characteristics and function, and reduces its value, we may make an appropriate deduction from your refund. Burning a candle or using diffuser oil may reduce its value.
Our extra 30-day returns offer
For full-price products, we also offer an extended change-of-mind return period. Contact us within 30 days of purchase and send the items back within 14 days of your request.
Returns under this extra offer must be unused, in their original packaging and in the condition received. Sale items are excluded from this extra offer, but their statutory cancellation and faulty-goods rights remain unchanged.
These additional conditions do not limit your statutory rights, including where your statutory cancellation period ends later.
How to arrange a return
Email online@russellandwhite.co.uk or use our website chat. Include your order number, the items you’d like to return and whether you’re requesting a refund or exchange.
We’ll provide return instructions. You do not need to wait for our reply for a clear cancellation notice to take effect.
Please pack items securely and keep proof of postage. You pay the return postage when you change your mind. If an item is faulty, damaged on arrival or incorrect, contact us first so we can arrange a suitable return at our expense.
Your refund
For a statutory cancellation, we’ll refund you without undue delay and within 14 days of receiving the goods back or receiving evidence that you’ve sent them back, whichever happens first.
When you cancel your whole order within the statutory cancellation period, we’ll also refund the original standard delivery charge. Any extra paid for a premium delivery service is not refundable.
For returns accepted only under our extra 30-day offer, we’ll refund the returned products within 14 days of receiving them. The original delivery charge is not refunded under that extra offer.
Refunds go back to the original payment method.
Faulty, damaged or incorrect items
Please contact us with your order number and details of the problem. Photographs can help us resolve damage or incorrect-item issues, where available.
We’ll provide the remedy you’re entitled to under consumer law, which may be a refund, repair or replacement. These rights apply to sale items too and are not limited by our change-of-mind return windows.
Subscription orders
For a subscription providing regular deliveries under one contract, the statutory cancellation period normally runs from receipt of the first delivery. Contact us if you want to exercise that right.
Cancelling future deliveries and returning goods already received are separate requests. Please make clear which you need help with.
Nothing in this policy limits your statutory rights.