Refund policy

Last updated: 1 November 2026

At Rita Hartwell Fashion, we want you to be happy with every order. If something is not right, please email us at ritahartwellfashion@gmail.com. We reply within 24 hours and nearly every problem can be solved by email. This policy does not affect your statutory rights as a UK consumer.

1. How we operate

Rita Hartwell Fashion operates using a direct-from-supplier model. To reduce waste and minimise our CO₂ emissions, we do not hold large amounts of stock ourselves. Items are shipped directly from our supplier, which is based in China. Returns are therefore sent to our supplier’s return address, which we will give you by email.

2. Your 14-day right to return

• You can change your mind and return an item within 14 days of receiving it. You do not need to give a reason.
• To start a return, email us at ritahartwellfashion@gmail.com with your order number. We will reply with the return address and instructions.
• After you have told us, you then have a further 14 days to send the item back.
• This applies to all items, including sale items.

3. Condition of returned items

• You may try an item on as you would in a shop. Please return it unwashed and unworn, with the labels still attached where possible.
• If an item comes back worn, washed or damaged, we may reduce the refund to reflect the loss in value.
• For hygiene reasons, underwear, swimwear and pierced jewellery can only be returned if they are unopened and unused.

4. Return costs

• If you change your mind, the cost of sending the item back is yours. We recommend a tracked service and keeping your proof of postage.
• If an item is faulty, damaged or not what you ordered, you pay nothing. In most cases we can solve it from a photo, without you having to send anything back.

5. A simpler alternative

Sending a parcel abroad can be costly. Before you post anything, please email us. We can often offer an easier solution, such as an exchange for another size or a partial refund so you can keep the item. You always remain free to choose a full return instead.

6. Faulty, damaged or incorrect items

If your item is faulty, damaged or not what you ordered, please email us with your order number and a photo of the problem. We will offer a replacement or a refund, whichever you prefer. You have at least 30 days from delivery to report a fault, and your statutory rights for faulty goods continue to apply after that.

7. Refunds

We refund you within 14 days of receiving the returned item, or of receiving proof that you have sent it back, whichever is sooner. For faulty items solved from a photo, we refund within 3 business days of agreeing the solution. Refunds go back to your original payment method. As delivery is free, there are no delivery costs to deduct.

8. Cancellations

You can cancel your order free of charge at any time before it has been dispatched. Just email us with your order number and we will refund you in full within 3 business days. Once your order has been dispatched, you can still return it under section 2.

9. Delivery problems

• If your order has not arrived within 15 business days of ordering, please let us know. We will check with the carrier and keep you updated.
• If it has still not arrived after 20 business days, we will send a replacement or give you a full refund, whichever you prefer.
• If tracking shows your parcel as delivered but you cannot find it, please check with neighbours and any safe place, then email us within 7 days. We will investigate with the carrier.
• If you notice a mistake in your delivery address, please email us as soon as possible, ideally within 24 hours of ordering, so we can correct it before dispatch.

10. Contact

Rita Hartwell Fashion – Dijkgraaf Grootweg 28, 1619 BV Andijk, the Netherlands – ritahartwellfashion@gmail.com