FAQ

What is the returns policy?

We accept exchanges and refunds on all of our pieces!

We don’t think you’ll want to return any of our pieces. But in the unlikely event you do, we’ll need you to make sure of the following:

We only ask that the following requirements are met:

  • Please ensure items are returned the way we sent them out to you
  • Please ensure the returned items are in the condition you received them
  • All labels and tags must still be attached, with no make-up stains, marks, pulls or rips of the underwear

If you are exchanging, you only need to return the piece/s you wish to exchange.

If you would prefer a different size or style, you only need to return the item you’d like to exchange. We’ll do the rest.

For a refund, the full order must be returned (top and bottoms for example). We cannot issue refunds for a partial return of an order.

How do I organise a return?

We put so much care into the crafting of our pieces: we want you to love them as much as we do. If for any reason you aren’t completely satisfied, please email returns@rebelempire.co.uk

Include:

  • Your Order Number, which can be found on your order confirmation email
  • The reasons for your return or exchange
  • The details of new size if exchanging

Our Customer Care Team will be glad to organise your requirements and provide the applicable forms and returns address needed.

Note: we have a 14 day returns policy from the date of dispatch.

And please retain a copy of your proof of postage in case of any lost or delayed parcels.

Are returns free?

The shipping cost incurred for returning item/s to Rebel Empire for an exchange or refund is not covered or reimbursed by us.

How long will it take for my refund to be processed?

We will do our best to refund your item on the same day it arrives at our HQ. Please allow up to 5 working days for the funds to land back in your account. We will refund using the same payment method originally used for your purchase.

You’ll need to retain proof of postage should you decide to return any goods to us. This will help to avoid any awkwardness if we fail to receive the goods and also ensure that you still receive a refund.

Do I need to return the entire order?

If you are exchanging, you only need to return the piece(s) you wish to exchange. For a refund, the full set must be returned. We cannot issue refunds for a partial return of a top or bottom, unless an exception is made with the Rebel Empire team directly.

What if my order arrives damaged or there is a fault upon arrival?

We have taken every care during our quality checking process to ensure you receive only our finest pieces and in the best possible condition. If you should ever receive a faulty or damaged item, we’d like you to let us know. Contact us on returns@rebelempire.co.uk so we can rectify this as soon as possible.

What if my order hasn’t arrived after 15 working days?

We know you’re busy and the last thing you want is to wait longer than 15 days for an order. Unfortunately, factors beyond our control can sometimes cause postal delays. If this happens to you, get in touch with us on hey@rebelempire.co.uk. We’ll look into the matter for you and keep you updated.