Returns & Exchanges

At Rewild at Heart, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not entirely happy with your items, we are here to help.

We hope you love your order, but completely understand there may be times when you need to return something to us. A link to the online returns form can be found in your confirmation email receipt and your dispatch email. If you need any help, or have any questions about a return, please use the contact form to get in touch with our support team.

You may cancel your order or return your products at any time, up until the later of 14 days after you receive the products or 28 days after we dispatch them for delivery to you. Unless they are defective, we cannot accept returns of custom products, sample orders, or any products that have been washed or worn.

Returns

 

  • Eligibility: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
  • Return Window: You have 30 days from the date of receipt to return your item.
  • Process: Please contact our customer service team at hello@rewildatheart.com to initiate a return. We will provide you with a return address and instructions.
  • Refunds: Once we receive your returned item, we will inspect it and notify you of the status of your refund. If approved, a refund will be processed to your original method of payment within 7 business days.

Exchanges

 

  • Eligibility: We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact our customer service team at hello@rewildatheart.com with details and photos of the defect or damage.
  • Process: We will provide instructions on how to return the defective or damaged item. Upon receipt and inspection of the item, we will send out a replacement.

Common Returns Questions

Can I exchange an item for a different item?

We can only exchange like-for-like designs, for the same product in a different size or colour option shown on the returns form. If you'd prefer a different design or product style, we recommend sending your item back for a refund and placing a new order in the meantime.

What if my exchange request is out of stock?

If the item is out of stock, we will contact you via email to offer alternative exchange options. Where none are available, we will notify you of a refund on the item.

Will my shipping be refunded?

If you paid for standard shipping and return the full order, we will refund the shipping cost to you. If you placed your order with an upgraded/faster delivery method and return your full order, we will refund you the standard shipping cost only.

Will I be charged for the exchange order?

We operate a free exchange policy and so you will not be charged.

Will any import duties be refunded?

We're unable to refund any import duties paid on the original parcel.

Can I return items from different orders together in one parcel?

Yes, you can, but you must complete the online returns form for the items in each different order number and make sure to include all of the Customer Returns Label Reference Numbers on a note within the parcel, so that our returns team can process your requests.

UK Returns

For UK orders, we offer a Freepost address which you should receive in your returns label when you complete the online returns form. This means UK orders are free to return and you shouldn't need to pay any postage. If you don't have a printer, the email includes a QR code you can take to your local Post Office and they will scan it in for you. Make sure you request and keep a proof of postage receipt for tracking your parcel online. Alternatively, if the parcel fits, you can pop it back to us using your nearest post box. However, it's worth noting you won't have proof of postage for this, and returns may take slightly longer to arrive.

EU/Rest of the World Returns

Once you've completed the online returns form, received your returns label, and have packaged up your items, you'll need to pay to post your parcel back to us. The cost of returning a parcel from outside the UK will vary by country. Make sure you request and keep a proof of postage receipt.

Important Information

  • Shipping Costs: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  • Lost or Damaged Returns: We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item and are not responsible for items lost or damaged in transit.
  • Exceptions: Certain items are non-returnable, such as gift cards and sale items. Please check the product details before making a purchase.
  • Customs and Import Duties: All orders destined for the EU are customs-free up to a value of €150. When ordering products for delivery outside of the UK, depending on the destination, you may be subject to import duties and taxes which are levied once the products reach the specified delivery location. Any additional charges for customs and/or import clearance and other handling charges must be paid by you, as we have no control over these charges.

We are committed to your satisfaction and aim to make the return and exchange process as simple as possible. If you have any questions or need further assistance, please do not hesitate to contact us at hello@rewildatheart.com.

Thank you for choosing Rewild at Heart and supporting our mission to create a more sustainable world.