Refund policy

Last updated: September 2025

Thank you for supporting Bertie&Rae. Each piece is handmade with care, and we want you to love your purchase as much as we do. Please read our returns policy below.

1. Returns

• We accept returns on eligible items within 14 days of delivery.
• To start a return, please contact us at hello@bertieandrae.co.uk with your order number.
• Items must be unused, in their original condition, and securely packaged for return. 
• Please provide us with proof of postage for your return.

2. Non-Returnable Items

The following items cannot be returned unless faulty:

• Customised orders
• Sale items including 'Perfectly Imperfect'
• Gift cards

3. Damaged or Faulty Items

• If your order arrives damaged, please email us within 7 days of delivery with photos of the item and packaging.
• We will either issue a replacement (if available) or a full refund.

4. Refunds

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
• Approved refunds will be processed back to your original payment method within 14 working days after we receive your item back.

5. Exchanges

• Because each piece is handmade and stock is limited, we cannot guarantee exchanges. If you’d like a different item, we recommend placing a new order once your refund is processed.

6. Shipping Costs

• Customers are responsible for return shipping costs unless the item is faulty or damaged.
• Original shipping costs are non-refundable.

7. Contact Us

For any questions about returns or refunds, please contact us at:

📧 hello@bertieandrae.co.uk