Over the festive period we will have reduced opening times for our customer service department, the times are as follows:
- Tuesday 24th December - 08:15 – 13:00
- Wednesday 25th December - CLOSED
- Thursday 26th December - CLOSED
- Friday 27th December 10:00 – 14:00
- Saturday 28th December - CLOSED
- Sunday 29th December - CLOSED
- Monday 30th December - 10:00 – 14:00
- Tuesday 31st December - 10:00 – 14:00
- Wednesday 1st January - CLOSED
- Thursday 2nd January - Normal Times
Our carriers are delivering to mainland UK addresses right up until Christmas Eve (24th). However to ensure pre-christmas delivery we recommend ordering before the 20th December. We can't be liable for pre-Christmas deliveries on orders placed after that. For overseas customers we suggest ordering no later than 16th December.
Our colour studio slows down over the festive period so with that in mind the last date for a standard colour service is the 6th December 2019 and the last date we are accepting gold services is the 13th December 2019. We have put these dates in place to ensure orders are received before Christmas.
TERMS AND CONDITIONS FOR DELIVERY OF GOODS
We are so pleased Rainbow Club is loved all over the world, and we try to deliver to as many countries as possible as quickly as possible so you can enjoy your gorgeous shoes and accessories.
The table below is a quick overview of our delivery policy, followed by more information of everything you need to know about your delivery or return.
All goods are shipped from our warehouse in Exeter, Devon (United Kingdom) and any returns will need to be sent back to this same location.
UK ORDERS (INCLUDING ISLE OF MAN & NORTHERN IRELAND)
Free Standard Shipping up to 4 items; 5 items or more will need to be sent on an Express Shipping option at a cost of £7.25.
Delivery is by standard courier during normal business hours, Monday to Friday (excluding Public Holidays) and delivered within approximately 2-3 working days but can take up to 7 during peak periods. Rainbow Club endeauvours to dispatch all orders received before 1pm GMT on the same day. Orders received after 1pm GMT will be dispatched the next business day.
If you choose the Express Delivery option and place your order before 1pm Monday to Thursday (excluding Public Holidays), orders will be delivered on a Next Day Service. Any orders placed before 1pm on Friday will be delivered on the following Monday and any orders placed after this and over the weekend shall be dispatched on the Monday for a Tuesday delivery.
Mainland Europe (including Channel Islands): The standard shipping charge is £12.50, but is subject to change. Current delivery rates are visible on the checkout.
Rest of the World: The standard shipping charge is £25 for up to 2 pairs and increases if the customer orders more, which will then be calculated at time of placing order based on weight & delivery location.
Goods ordered through this website can be delivered to the following countries:
Argentina, Australia, Bahamas, Bangladesh, Bulgaria, Brazil, Canada, Cayman Islands, China, Croatia, Cyprus, Czech Republic, Egypt, Spain, Estonia, Jersey, Guernsey, Isle Of Man, Gibraltar, Greece, Hong Kong, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Lithuania, Latvia, Malaysia, Malta, Mauritius, Mexico, Morocco , New Zealand, Pakistan, Philippines, Poland, Portugal, Romania, Russia (Mosocow and St Petersburg only) , Saudi Arabia, Singapore, Sri Lanka, Slovakia, Slovenia, South Korea, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, Vietnam.
USA + South Africa
We have negotiated a preferencial rate for shipping to the USA or South Africa of £10 rather than £25.
i. Although it is our goal to deliver within the above mentioned lead times, delivery dates are not guaranteed as shipments are handled by third parties.
ii. Order cut-off times are provided as guidelines only and do not take into account possible delays caused by payment authorization.
iii. Orders will be processed in accordance with the Terms and Conditions of Sale.
iv. We are unable to redirect orders once your order has been placed.
v. The recipient may have to pay local taxes or other charges/import duties.
Taxes & Duties
Taxes and duties are applicable depending on your shipping destination and the customer shall be liable for paying all duties & taxes on the shipment.
Some countries are excluded because a thorough distribution network already exists locally. If you have not been directed to the website of a local distributor, and your country is not listed above, our dedicated customer services team will be happy to provide you with contact details for your local supplier of our Rainbow Club collections. Telephone no: ++44 1392 207030 / firstname.lastname@example.org.
Please also note that we currently do not ship to PO Boxes
While we're sure you'll love what you've ordered, we understand that sometimes you might have second thoughts. To make a return for a refund or exchange, you'll need to follow the instructions set out below.
You have the right to cancel your contract within 28 days of receipt of the goods. If you are unable to return the goods to us before the 28 day period has expired you need to notify us of your intention to cancel, always within the 28 day period. To do so, simply email email@example.com or write to us at Rainbow Club Customer Services, 3 Hennock Court, Hennock Road, Marsh Barton Industrial Estate, Exeter, Devon, EX2 8RU, UK.
You must return the goods to us in their original condition within 28 days of the date on which you informed us that you wished to cancel (or, if you have not told us that you wish to cancel, within 28 days of receipt of the goods).
We will then refund your purchase within 14 working days of receiving the returned goods or proof that the order has been returned, whichever is earlier. Any items returned to us must be in their original condition – if they're not, we may be unable to accept them.
To return, simply choose one of the below options:
By Collect Plus
For a low cost return you can return your goods via Collect+ - please visit www.collectplus.co.uk/rainbowclub to create your returns label, then drop your parcel at the nearest participating collection point and obtain a proof of postage. Please include the completed Rainbow Club returns form or cover note so we know the reason for return, your name and contact details.
Please note that we cannot accept responsibility for goods lost in transit, so please do obtain a proof of postage. Parcels typically take 3-5 working days to arrive and refunds and exchanges will be processed within 7 working days of us receiving your return, at which point a confirmation email will be sent.
For this service, parcels must not weigh more than 10 kilograms nor exceed dimensions of 50cm x 50cm x 60cm
Goods can also be returned via Royal Mail or your preferred courier. Please complete the returns form or include a cover note so we know the reason for return, your name and contact details.
Please returns your goods to the following address:
Rainbow Club Returns Department
3 Hennock Court
Marsh Barton Industrial Estate
Exeter, Devon, EX2 8RU
You'll need to pay the return postage and for safety, we would recommend you use a recorded delivery service and keep the proof of postage. If we have to pay additional postage charges on your package, we may deduct the amount of such charges from any refund we send to you. Your parcel is your responsibility until it reaches us. We cannot accept liability for goods that get lost or damaged in transit back to us.
If you need some help or have any questions please contact our Customer Services department who are more than happy to help.
As long as any goods you send back to us are in their original condition, we will refund your purchase within 7 working days of receiving your package or proof that the order has been returned.
We are happy to provide free exchanges for all UK Mainland purchases.
If a standard delivery option is not available for required address, whether within the UK or abroad, we may contact you requesting further payment.
If your exchange request is urgent we would recommend that you return the original order to us for refund, and place a new order on the website as normal. This will ensure the quickest turn around time both within the UK and abroad.
Customer Services - We Can Help You With Your Return
Email us: firstname.lastname@example.org
Call us: +44 (0)1392 207030
Write to us: Rainbow Club Customer Services, 3 Hennock Court, Hennock Road, Marsh Barton Industrial Estate, Exeter, Devon, EX2 8RU, UK.
Christmas Returns Policy
We offer an extended returns policy over the Christmas period to cover products purchased as presents. This is valid for all purchases from the 1st November, the returns period is extended until the 31st January.