Frequently Asked Questions
What is Click & Collect?
Click & Collect is Rainbow Club’s fantastic new service, - an industry first. You the customer will be able to buy online and collect purchases from the nearest participating stockist of your choosing.
Where can I have my Click & Collect order delivered to?
You can choose to have your order delivered to any participating Rainbow Club Stockist, whether it be one located near your home or place of work. When placing your order through Click & Collect, you will be prompted to either enter your postcode or nearest town. You’ll then be presented with a list of stockists and a map view of the area. Then just click and select the most convenient or most suitable. Profile pages can be viewed on our website for some of our top Rainbow Club stockists, which are also identified as gold pins on the stockist search map.
How long will it take for the order to be delivered to the shop & how will I know when to collect my order?
We ask that you allow three working days (Mon-Fri) from receipt of despatch confirmation for your order to reach the stockist. Please then contact the stockist to confirm that they have received your order and to arrange a suitable day and time to collect your order. (Please note these timings shall be subject to change over Christmas & Bank Holiday periods)
How long do I have to collect my order?
The customer will have 14 days to collect their order after they have been notified that it has been despatched.
What if I am unable to collect within the designated time?
If you need longer than 14 days to collect your order, simply email Rainbow Club’s Customer Services Team at info@rainbowclub.co.uk or call us on 01392 207030.
What proof/identification do I need to take when collecting my order?
The customer will need to bring along their collection/order confirmation email (either on paper or on their smart phone if they have one).
Can someone collect the order on my behalf?
Yes, as long as they have a copy of the order confirmation with them when they collect the order. The stockist shall need to see this before they hand over the order.
Do I need to sign for the order, when I collect it from the stockist?
Yes, the stockist shall require you to sign and date a form so that we have confirmation that you have collected the order.
How can I find the stockists shop I have chosen to collect my order from and what are their opening times?
Please contact the stockist you have chosen to have your order delivered to. Their contact details will be provided on your order confirmation email.
Can I order from Rainbow Club and have my order delivered to my home or work, instead of using the Click & Collect service where I have to collect from a local stockist?
Afraid not, the Click and Collect service is only available for collecting from a stockist. Rainbow Club do not offer any other type of on-line ordering service.
What do I do if I want to return the order?Should you be unhappy with your purchase, you may return it for a full refund minus the postage and packing cost provided our products are returned to us in the same perfect condition that they were dispatched in. All packaging must be intact including bags, tissue paper etc. If you wish to return any items for a refund or exchange they must be received back with us within 14 days of you collecting the order with our returns form filled in. Refunds will be given using the same method of payment originally used to purchase the goods minus the postage and packing cost within 30 days of us receiving them. Goods paid for by credit/debit card will be refunded to the same card.
Any unwanted items must be returned to Rainbow Club by the purchaser in the original packaging and undamaged. Return postage must be paid by the purchaser and we strongly advise keeping proof of postage to ensure we can track the item should it go missing in the postage system.
Please note that the stockist you collected your order from shall not be able to do this on your behalf as your transaction was with Rainbow Club, therefore the responsibility for returning the order is the purchasers.
What if I change my mind immediately after I’ve placed my order?
If you decide that the item you’ve ordered isn’t quite right for you then call Rainbow Club’s Customer Service team as soon as you can on 01392 207030 and ask that your order be cancelled.
How safe is it to shop at Rainbow Clubs online Click & Collect site?
Any information you provide is stored securely and we maintain the highest levels of security.
Rainbow Club uses Sage Pay which provides the highest level of card data security (we’re PCI DSS Level 1 compliant).
What payment types does Rainbow Club accept?
You can use all the following payment types:
- SWITCH
- SOLO
- VISA DEBIT
- ELECTRON
- MASTERCARD
- VISA CREDIT
- MAESTRO INTERNATIONAL
- AMEX
When will my credit or debit card be charged?
You will not be charged until your order is despatched.
Will the Rainbow Club Click & Collect service be available via John Lewis Branches?
The new Click & Collect initiative is designed specifically to support our independent retailers. John Lewis provides their own Click and Collect service for a number of our key Rainbow Club and Couture shoe designs.
Do you offer click & collect on dyed orders?
No, the click & collect service shall only be available for ivory shoes, bags, veils and headdresses. Our Colour Studio service continues to be available via our stockists or contact us for a Colour Studio pack which will allow you to have your shoes dyed with us/
What happens if I require assistance other than just collecting my order?
The ‘Click & Collect’ customer’s contract is with Rainbow Club and accordingly the stockist is only required to receive and hold the order for you to collect. If they are able to offer further assistance, please note that this will be at the shops discretion.