Returns Policy
RETURNS & REFUNDS
At RILEY Boutique, we want you to feel confident and happy with every purchase.
Whether you’ve shopped online or visited our Redditch boutique, we understand that occasionally an item may not be quite right.
Our Returns & Refunds Policy explains how to return an item, request an exchange or obtain a refund, where applicable.
Please note: Our returns policies differ depending on whether your purchase was made online or in-store.
1. ONLINE PURCHASES — RETURNS & REFUNDS
Changed your mind?
For most purchases made through our website, you have the legal right to cancel your order within 14 days after receiving your goods, without needing to provide a reason.
To exercise this right, you must notify us of your decision to cancel within the 14-day cancellation period.
You then have a further 14 days from the date you notify us to return the items.
To notify us of a cancellation, please email:
info@rileyboutique.com
Please include your order number and the items you wish to return, where possible.
You do not need to wait for our approval before exercising your statutory cancellation rights.
How do I return my online order?
You can return eligible online purchases using either of the following methods.
OPTION 1 — RETURN BY POST
Please send your parcel to:
RILEY Boutique
Online Returns Department
1 New Walk
Kingfisher Shopping Centre
Redditch
B97 4YP
We recommend using a tracked postal service and retaining your proof of postage until your return has been processed.
For change-of-mind returns, customers are responsible for return postage costs, provided these costs were disclosed before purchase.
OPTION 2 — RETURN DIRECTLY TO OUR BOUTIQUE
You’re also welcome to return your online purchases directly to our Redditch boutique.
Please bring your order confirmation or other suitable proof of purchase.
Our team will be happy to assist with processing your return.
What condition should returned items be in?
We kindly ask that returned items are treated with care and returned in the best possible condition.
When trying on clothing, please take reasonable care to avoid:
- Makeup, fake tan, perfume or deodorant marks.
- Damage, staining or excessive handling.
- Washing or wearing garments beyond what is necessary to check their fit.
- Wearing footwear outdoors when assessing its suitability.
Customers are entitled to examine and try on goods as reasonably necessary to establish their nature, characteristics and fit, as they would ordinarily be permitted to do in a shop.
Where an item has been handled beyond what is reasonably necessary and this results in a reduction in its value, we may make a deduction from the refund in accordance with applicable consumer law.
We recommend keeping original labels and packaging wherever possible. However, their absence does not automatically remove your statutory cancellation rights.
When will I receive my refund?
Once we receive your returned goods, we aim to inspect and process your return promptly.
For valid statutory cancellations, refunds will be issued without undue delay and no later than 14 days after we receive the returned goods or, if earlier, receive satisfactory evidence that you have sent them back.
Refunds will normally be made to the original payment method unless otherwise expressly agreed.
Where you cancel your entire order, we will also refund the original standard delivery charge where required by law.
Please allow additional time for your bank or payment provider to make the funds available.
Are any online items excluded from cancellation?
Certain products may be exempt from statutory change-of-mind cancellation rights where a specific legal exception applies.
Examples include:
- Goods made to your specifications or clearly personalised.
- Qualifying sealed goods that are unsuitable for return for genuine health protection or hygiene reasons once unsealed after delivery.
Any applicable exception will be made clear before purchase.
Sale items, clearance products and ordinary jewellery are not automatically excluded from statutory online cancellation rights.
Your statutory rights relating to faulty or misdescribed goods remain unaffected.
2. IN-STORE PURCHASES — EXCHANGES & CREDIT NOTES
Our 28-day goodwill returns policy
We want every customer visiting RILEY Boutique to enjoy a positive and confident shopping experience.
Our team offers complimentary personal styling advice to help customers find pieces that suit their individual preferences and requirements.
For purchases made in person at our Redditch boutique, we offer a 28-day goodwill exchange or credit-note policy on eligible full-price items.
If you change your mind about an eligible in-store purchase, you may return it within 28 days of the original purchase date for an exchange or credit note.
To qualify, items must:
- Be unworn and unused.
- Be in their original resaleable condition.
- Have their original labels attached.
- Be accompanied by suitable proof of purchase.
We do not ordinarily offer monetary refunds for change-of-mind purchases made in-store.
This includes circumstances where an item is no longer wanted, a customer has changed their mind or a garment is subsequently considered unsuitable.
Our complimentary personal styling service does not create an additional right to a change-of-mind refund.
Sale and clearance items are excluded from this goodwill policy.
Nothing in this section affects statutory rights relating to faulty or misdescribed goods.
Credit notes
Where a credit note is issued under our voluntary in-store returns policy, it will normally be valid for 28 days from the date of issue.
The expiry date will be communicated when the credit note is issued.
At our discretion, we may agree to extend the validity period of a goodwill credit note.
Extensions are considered individually and must be expressly authorised by RILEY Boutique.
An expired discretionary goodwill credit note will not automatically be extended.
These conditions do not affect statutory rights or any monetary refund to which a customer is legally entitled.
3. SALE & CLEARANCE ITEMS
We regularly offer special promotions, seasonal reductions and clearance collections.
In-store sale and clearance purchases
All sale and clearance items purchased in-store are excluded from our 28-day goodwill returns policy.
This means that sale and clearance items purchased in person cannot be returned for an exchange, credit note or refund simply because a customer has changed their mind.
This exclusion is communicated to customers before purchase.
Online sale and clearance purchases
Sale and clearance items purchased online remain subject to applicable statutory cancellation rights.
For most online purchases, customers have 14 days after receiving their goods to notify us of their intention to cancel, followed by a further 14 days to return the items.
Faulty or misdescribed sale items
Regardless of whether an item was purchased at full price or at a reduced price, customers retain their statutory rights under the Consumer Rights Act 2015.
Where a specific fault or imperfection was clearly disclosed before purchase, this may be relevant when assessing rights relating to that particular issue.
Nothing in this section affects your statutory consumer rights.
4. FAULTY, DAMAGED OR INCORRECT ITEMS
We take great care when selecting and preparing our collections. However, we understand that occasionally a product may not meet the standards expected.
If you believe you have received a faulty, damaged, incorrect or misdescribed item, please contact our Customer Care team.
Email: info@rileyboutique.com
Telephone: 01527 758182
Please provide your order number or other suitable proof of purchase, together with a description of the issue.
Where possible, photographs may help us assess the concern more efficiently.
Your statutory rights
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose where legally required, and as described.
Where goods fail to meet these requirements, customers may be entitled to a refund, repair, replacement or price reduction, depending on the circumstances.
In many cases, customers have a short-term right to reject faulty goods within 30 days, subject to the applicable legal requirements.
Further statutory remedies may remain available after this period.
We may inspect a reported fault or seek information from the manufacturer where appropriate.
However, this will not remove or improperly delay any statutory remedy to which you are entitled.
What is not considered a manufacturing fault?
Normal wear and tear, accidental damage, misuse or damage resulting from failure to follow reasonable care instructions will not automatically be considered a manufacturing defect.
Every reported concern will be assessed fairly and individually.
Where goods are faulty or otherwise fail to meet statutory requirements, we will meet reasonable return costs where required by law.
Your statutory consumer rights remain unaffected.
5. EXCHANGES
Online purchases
If you would prefer another size, colour or style, please contact our Customer Care team.
We will be happy to assist with an exchange where suitable stock is available.
If you are entitled to a statutory refund, you are not required to accept an exchange or credit note instead.
In-store purchases
Eligible full-price items purchased in-store may be exchanged within 28 days of purchase, subject to our goodwill returns conditions.
Exchanges are subject to stock availability.
Where a replacement item is more expensive, the customer will be required to pay the difference.
Where a replacement item is less expensive, any remaining value may be issued as a goodwill credit note in accordance with our policy.
Sale and clearance items purchased in-store are excluded from discretionary exchanges.
6. GIFT CARDS & CREDIT NOTES
Purchased gift cards
RILEY Boutique gift cards have no expiry date.
Gift cards can be redeemed both in-store at our Redditch boutique and online at our website.
Any remaining gift card balance can be used towards future eligible purchases.
Gift cards are not ordinarily redeemable for cash, except where required by law.
Goodwill credit notes
Credit notes issued under our discretionary in-store returns policy are normally valid for 28 days.
Extensions may be agreed at the discretion of RILEY Boutique.
Purchased gift cards and discretionary goodwill credit notes are separate products and may have different conditions.
Where a customer is legally entitled to a monetary refund, we will not require them to accept store credit instead.
7. CLICK & COLLECT RETURNS
Purchases completed online and subsequently collected from our Redditch boutique will generally retain their applicable distance-selling cancellation rights.
Collecting an online purchase in person does not automatically convert it into an in-store purchase.
Customers may return eligible Click & Collect purchases directly to our boutique or by post.
Where an item has only been reserved online and the purchase contract is subsequently concluded in person, different cancellation rights may apply.
Our team will be happy to explain the applicable policy if you are unsure.
8. HOW TO CONTACT US
If you have any questions regarding a return, refund, exchange or faulty item, our team will be happy to help.
RILEY Boutique — Customer Care
Email: info@rileyboutique.com
Telephone: 01527 758182
Boutique & Returns Address:
RILEY Boutique
1 New Walk
Kingfisher Shopping Centre
Redditch
B97 4YP
Boutique Opening Hours:
Monday – Saturday
9:30am – 5:30pm
For postal returns, we recommend retaining proof of postage until your return has been processed.
9. IMPORTANT INFORMATION
This Returns & Refunds Policy applies to purchases made from RB RETAIL GROUP LTD trading as RILEY Boutique.
Our policies are designed to provide clear information about our voluntary returns arrangements while respecting the statutory rights available to customers under UK consumer protection legislation.
Nothing in this policy excludes, restricts or overrides statutory consumer rights.
For further information, please refer to our Terms & Conditions.
RB RETAIL GROUP LTD
Trading as RILEY Boutique
Company Registration Number: 15061965
VAT Registration Number: GB461654290
Registered in England and Wales