Online Returns & Refunds
Online Return Policy
Merchandise returns will be accepted (excluding ‘final sale’ items and gift boxes) within 28 days from the date of purchase. Merchandise must be in its original condition, unworn and unwashed, with the tags attached. If you received defective merchandise or incorrect items in your order, please note this on your return documentation.
Returns must be accompanied by the Returns Documentation included in your order or other documentation with the order date and amount of purchase to be validated in our system.
Merchandise purchased at Rigby & Peller boutiques, not through Rigbyandpeller.com, must be returned to a boutique. We are unable to accept the return of product purchased at a boutique or from non-Rigby & Peller stores.
How to return your order
- Please return the items in the original shipping box. If you don’t have the original shipping box, please make sure that the packaging is appropriate to avoid damages during transport. Shipments not in the original packaging that arrive damaged will not be accepted for return.
- Please fill out the returns document that was included in your package and include this with the merchandise being returned. If you have lost the returns document, please contact Customer Service.
- Affix the pre-paid return shipping label on the return package. The return label is included with your returns document in the black ‘Thank You’ folder. If you have lost the return shipping label, please contact Rigby & Peller at 1-800-668-1458 or email Customer Service to replace it.
- For free returns, drop your package off at a UPS drop off location. For a small fee, you can also arrange a pick up at your home or business. You can find your nearest UPS location online here.
If you prefer to use another carrier of your choice, we recommend using a trackable and insured form of delivery. In this case the cost of return is at your expense. Please ship returns to:
Please ship returns to:
Rigby & Peller Lingerie Stylists London
171 Madison Avenue, Suite #201
New York, NY 10016
If you are returning items because of any defects, please notify us of the problem on the return slip.
Once your return has been received and processed by Rigby & Peller, you will receive a Returns Shipment email with a returns invoice. Please allow 5 – 10 business days for your account to be credited. Refunds will be made to the original form of payment. If you paid by e-gift card, you will receive a new e-gift card equal to the amount of your return.
We will refund you once your return has been processed, provided your return has been accepted. We will refund you using the same method of payment used to pay for your order. We reserve the right to make a deduction from the amount of the refund for loss in value of the goods returned where the goods show signs of unreasonable use. For these products unreasonable use means handling the goods beyond what is reasonable to establish the nature, characteristics and functioning of the goods, in particular if it goes beyond the sort of handling that might reasonably be allowed in a boutique.
If at the time of purchase you received a discount on the full order, this discount is divided amongst the different articles pro rata the purchase price. If you return this order (partially), also the discount (partially) shall be taken into account and actual amount paid shall be refunded.
If you are not satisfied with your purchase for any reason e.g. if it is not what you ordered, it is damaged or defective, or we have delivered an incorrect quantity, please return the product to us. Once we have confirmed the product defect or other problem, we will:
- Provide a full refund for any product that is not what you ordered;
- Provide a full refund for any goods that arrive damaged or defective, if this is within a reasonable time following the sale; or
- At your option, repair or replace the goods at our cost (including the cost of postage) unless this would not be possible or would be disproportionally costly in the circumstances in which case we will refund to you the amount of paid for the items in question.
We will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible. Given the holiday season and delay in shipping and logistics, please expect a longer return processing time with a 8 to 10-day delay.
In case you paid via credit card, we will refund you using the same method originally used by you to pay for your purchase. If at the time of purchase you received a discount on the full order, this discount is divided amongst the different articles pro rata the purchase price. If you return this order (partially), also the discount (partially) shall be taken into account and actual amount paid shall be refunded.
If you paid for your order with an eVoucher, you will be contacted by customer services so that you can be refunded direct to your bank account.