We hope you love your order from Rem & El. If you need to return an item, you can request a return within 14 days of receiving your order.

Please contact sales@remnel.com before returning an item and include your order number. Once you've notified us of your return, the item must be sent back within 14 days.

Customers are responsible for arranging and paying return postage for change-of-mind returns. Returned items remain your responsibility until they reach us, so we recommend using a tracked delivery service and keeping proof of postage.

Items should be returned in their original condition, with their original packaging, labels, accessories and components where possible. If an item has been used, damaged or handled beyond what is necessary to inspect it and its value has been reduced, we may make an appropriate deduction from your refund where permitted by law.

Mystery, blind and surprise products are randomly selected, so receiving a particular colour, character, design or duplicate is not considered a product fault. This does not affect your normal return or cancellation rights where they apply.

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible with your order number and, where possible, photos or a video showing the issue. Our team will be happy to help and arrange the appropriate refund, replacement or return where required.

For faulty goods, you may also have a 30-day short-term right to reject the item and request a refund under UK consumer law. Your statutory rights are not affected.

If your order included a free or promotional item linked to your purchase, this should also be returned when returning the associated order, unless the return relates only to a faulty, damaged or incorrect item. If a required promotional item isn't returned, its value may be deducted from your refund where applicable.

Any refund due will be processed within 14 days of receiving the returned item or evidence that it has been returned, where applicable, and issued to your original payment method. For eligible cancellations, the cost of our standard delivery option will be refunded. Additional costs for upgraded delivery are not refundable beyond the cost of standard delivery.

If an order is returned to us following unsuccessful delivery attempts or because an incorrect or incomplete address was provided, any refund due will be processed once the parcel has been returned and checked. Delivery costs may be deducted where applicable.

Please contact us before sending a return so we can provide the correct return instructions and return address.

Returns & refunds: sales@remnel.com