Last updated: 15 September 2026

This policy applies to orders placed with Rachel’s Vintage & Retro by customers in the United Kingdom. It does not affect your statutory consumer rights.

Product Descriptions and Condition

Rachel’s Vintage & Retro sells a mixture of new products and genuine vintage or preloved items. Each product description will state whether the item is new or vintage/preloved.

New Products

New products should be of satisfactory quality, fit for their intended purpose and as described.

Please read the product description, dimensions, age guidance, care instructions and safety information before purchasing. Product colours may appear slightly different depending on your screen settings.

Unless otherwise stated, new products will be supplied in their original retail packaging where applicable. Minor cosmetic marks to outer packaging that do not affect the product itself will be described where reasonably possible.

Vintage and Preloved Products

Vintage and preloved items may be several decades old and will often show signs of age or previous use. These may include minor marks, wear, fading, manufacturing imperfections or other age-related characteristics.

I describe and photograph each vintage item as accurately as reasonably possible and will identify any significant damage or imperfections I have found. Please read the full description and examine all photographs before purchasing. Measurements are approximate.

The age, maker, origin and attribution of vintage items are described in good faith using my current knowledge and research. Unless expressly stated as confirmed, these details should be treated as an informed opinion rather than a professional authentication.

Age-related wear or imperfections that have been clearly described or photographed will not normally make an item faulty or not as described. However, this does not affect your statutory rights if an item is materially different from its description or has an undisclosed significant fault.

Product Safety and Age Guidance

Please follow all safety warnings, age recommendations, care instructions and usage information supplied with a product or included in its description.

A retro-style product may be newly manufactured rather than genuinely vintage. New products will be clearly identified as such.

Vintage toys and other older products may have been manufactured before current safety standards were introduced. Any vintage item offered solely as an adult collectable or display item will be clearly described as such and should not be given to children or used as a toy.

UK Delivery

Delivery charges are calculated and displayed during checkout before you place your order.

Orders are normally sent using Royal Mail Second Class or Royal Mail Tracked 48. I currently deliver only to addresses within the United Kingdom and do not offer international shipping.

Most orders are dispatched within three to five working days. Royal Mail Second Class and Tracked 48 deliveries will usually arrive within a further two to three working days, although these are estimated delivery times and delays can occasionally occur.

If your order has not arrived within the expected timeframe, please contact me so that I can investigate it with the delivery company. I remain responsible for the order until it is delivered to you or to a person you have nominated to receive it.

Orders will be handled in accordance with your statutory rights concerning late or non-delivery. Unless a different delivery period has been agreed, the statutory delivery period is normally no more than 30 days from the date the order is placed.

Delivery Addresses

Please check that your delivery address is complete and correct before submitting your order.

If you notice an error, contact me as quickly as possible. I will amend the address if the order has not already been dispatched.

If an order has already been sent to the address supplied at checkout, I may not be able to redirect or recover it. If the parcel is returned to me, any reasonable cost of sending it again to the correct address may be charged to the customer.

Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please email rachel@rachelsvintageretro.co.uk as soon as possible.

If the order has already been dispatched, you may still exercise your right to cancel as explained below.

Your Right to Cancel or Change Your Mind

When buying online, you normally have the right to cancel your order without giving a reason.

You must tell me that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods. If an order is delivered in separate parcels on different days, the cancellation period begins on the day after the final parcel is received.

You can notify me by emailing rachel@rachelsvintageretro.co.uk clearly stating that you wish to cancel the order.

After notifying me, you must send the goods back within a further 14 days.

Unless the item is faulty, damaged in transit or materially not as described, you are responsible for the direct cost of returning it. I recommend obtaining proof of postage and using an appropriately insured service, as the item remains your responsibility until it reaches me.

Returns should be sent to:

Rachel’s Vintage & Retro
Herne Cottage
Marsworth Road
Pitstone
Leighton Buzzard
Bedfordshire
LU7 9AP
United Kingdom

Please pack returned goods carefully and, where reasonably possible, use the original packaging.

Condition of Change-of-Mind Returns

You may examine an item as you reasonably would in a shop. You are responsible for any reduction in its value caused by handling it beyond what is necessary to establish its nature, characteristics and condition.

If excessive handling, use or damage reduces the item’s value, I may make an appropriate deduction from the refund, as permitted by law.

Change-of-Mind Refunds

For a valid cancellation of the whole order, I will refund:

• the price paid for the returned goods; and
• the cost of my standard delivery service.

If you selected a more expensive delivery option, I am not required to refund the additional amount above the cost of standard delivery.

If you return only part of an order and the original delivery charge would have been the same for the remaining items, the original delivery charge will not normally be refunded.

Refunds will be made using the original payment method.

I will issue your refund as soon as reasonably possible and no later than 14 days after I receive the returned goods or receive evidence that you have sent them back, whichever happens first. Evidence may include valid proof of postage or tracking information.

Sale and reduced-price items have the same cancellation and return rights as full-price items.

I do not normally offer direct exchanges. If you would like a different item, you may return the original item in accordance with this policy and place a new order. This does not limit any statutory right to a repair or replacement where goods are faulty.

Exceptions to the Right to Cancel

The statutory change-of-mind cancellation right may not apply to certain goods, including:

• goods made to your specifications or clearly personalised;
• sealed goods that are unsuitable for return for health or hygiene reasons once unsealed;
• sealed audio recordings, video recordings or computer software once unsealed;
• perishable goods; and
• other goods excluded from the cancellation right by law.

Where an exception applies, this will be made clear in the relevant product description. These exceptions do not remove your rights where goods are faulty or not as described.

Faulty, Damaged or Incorrectly Described Goods

Your statutory rights are separate from, and are not limited by, the 14-day change-of-mind cancellation period.

Please contact me at rachel@rachelsvintageretro.co.uk if an item:

• arrives damaged;
• has a significant undisclosed fault;
• is materially different from its description; or
• is not the item you ordered.

Please include your order number and a description of the problem. I may ask for photographs to help me assess damage or arrange a claim with the delivery company, but requesting photographs does not remove or restrict your statutory rights.

If goods are faulty, damaged in transit or materially not as described, I will bear the reasonable cost of returning them. Please contact me before posting the item so that an appropriate return method and cost can be agreed. If you pay an agreed reasonable return-postage cost, this will be reimbursed.

Depending on the circumstances and your statutory rights, the appropriate remedy may be a refund, repair, replacement or price reduction. An identical replacement may not be available for vintage, limited-edition or discontinued products.

Where you are legally entitled to reject an item, the refund will include the price paid and any applicable standard delivery charge.

Damage Caused After Delivery

I am not responsible for damage caused after delivery by misuse, accidental damage, unsuitable cleaning, dishwashing, microwaving or failure to follow any care or safety information supplied with the product.

This does not affect your rights if the item was already faulty, damaged or materially not as described when supplied.