International Shipping & Returns
SALE ITEMS NON REFUNDABLE: Sale items cannot be returned or exchanged unless faulty, so please ensure you choose carefully. We do not offer returns on sale items if your items doesn't fit as you expect so please refer to the size guide to ensure you select the correct size.
Please note whilst we endeavour to ship all orders as soon as possible, there may be delays in shipping times due to restrictions and health & safety measures caused by to the current coronavirus pandemic.
- EUROPE: Express Tracked & Signed Delivery - £10.00
- ROW: Express Tracked & Signed Delivery - £15.00
- FREE SHIPPING: All orders over £150
You will receive a tracking number via email once your order has been posted and further information will be given in your order confirmation.
Europe/USA: Please allow 3 - 5 working days for delivery as a guide.
Rest of World: Please allow 3 - 7 working days for delivery as a guide.
All orders placed before 2pm each working day will be processed that day for delivery in accordance with the delivery method selected.
All orders placed after 2pm will be processed the next day and delivered according to the selected delivery method.
Any orders made after 2pm on Friday or during the weekend will be processed on Monday and delivered according to the selected delivery method.
E.g: If an order is placed on Monday at 10am with Standard delivery selected your order will be processed that day and will be delivered Wednesday. If express shipping is selected it will be delivered Tuesday and if Urgent delivery is selected it will be delivered prior to 1pm on Tuesday.
If an order is placed on Monday at 3pm with standard delivery selected, it will be processed on Tuesday morning and delivered Thursday. If express shipping is selected it will be delivered Wednesday and if Urgent delivery is selected it will be delivered prior to 1pm on Wednesday.
If an order is placed on Friday at 4pm it will be processed on Monday and delivered on Wednesday. If express shipping is selected it will be delivered Tuesday and if Urgent delivery is selected it will be delivered prior to 1pm on Tuesday.
WEEKENDS AND BANK HOLIDAYS:
Orders placed on Saturdays and Sundays (including public holidays) will be processed on Mondays.
All expected delivery times exclude weekends and Bank Holidays.
Incorrect addresses: It is the responsibility of the customer to ensure the correct address is entered at checkout. Ode & Rae will not be responsible for any lost packages where the incorrect address has been given.
Unfortunately once an order has been placed it cannot be amended due to our automated backend fulfillment system. We strongly advise you triple check that you have input all of the correct personal/ billing/ delivery information and confirm the particulars of your shopping basket (product, colour, size etc.) before checking out.
Whilst we will always ensure your delivery is shipped on time, there may be instances where things occur outside of our control. Please contact us on firstname.lastname@example.org and we will endeavour to solve any issues as soon as possible. Any queries regarding delivery can be sent to us via email.
CUSTOMS & DUTIES
We currently ship all orders from the U.K.
Please note all prices exclude any customs and tax that you may be charged upon delivery. We are not responsible for any taxes and it is your duty to find out how much these will be according to the country of delivery.
If any items are returned to us following a refusal to pay taxes, you will be refunded the value of your order minus any taxes, re-delivery fees and any other additional charges we incur. This is non-negotiable.
Ode & Rae are pleased to offer our customers returns (on all non SALE items), provided all of the following conditions are met:
- the item is new and unused;
- the hygiene seal, tags and original packaging remain intact; and
- you return the item within 14 days of receipt.
Please note: Sale items cannot be returned or exchanged unless faulty, so please ensure you choose carefully.
We cannot accept returns of any used or damaged items (except in the rare case of faulty products). For reasons of hygiene and safety, all of our swimwear is fitted with a hygiene seal. We cannot accept returns if the hygiene seal has been removed or tampered with. Please, therefore, try on your swimwear over underwear and do not remove the hygiene seal until you are sure you wish to keep your item. Please also avoid makeup or lotions coming into contact with any item.
HOW TO RETURN
If your item/s meet the conditions for return please fill out this returns form and send it along with your item/s to the following address:
ODE & RAE RETURNS
C/O Fulfilment Crowd
Matrix Park, Western Avenue
You must post the item to the address provided within 14 days of receipt.
We recommend that you use tracked delivery and keep the proof of postage of your return until you've received your refund. We cannot accept responsibility for items that are posted with untracked delivery and do not reach our returns address.
Please note we do not reimburse for return or exchange shipping or customs fees.
We will let you know via email once your return has arrived. It will then be processed as per your instructions, provided the returns conditions are met. Please allow up to 10 business days for your return to be processed once it is received by our warehouse.
We have changed our Exchange process to make it quicker for you to receive your exchanged item. If you’d like to exchange an item, please return it and complete the Returns form. On all order confirmations, we will include a code for free shipping which you can use to make a new order for your replacement item. Once we have processed your return, we will issue you store credit or a refund, depending on which you have selected in your Returns Form for the value of the item you returned.
Please note we are not responsible for the delivery charges for returned orders or exchanges. It is your duty to find out the cost of sending a package back to us prior to placing an order. In the unlikely event your item is faulty you can contact us on email@example.com and we will cover all return shipping charges where necessary.
All of our swimwear is thoroughly checked for quality. In the rare event that you receive a faulty item, please email firstname.lastname@example.org as soon as possible with details of any fault and we will refund/replace the item as appropriate in the circumstances.
WEAR & TEAR
Please note Ode & Rae are not responsible for and cannot accept returns of any damaged swimwear that is not cared for according to the guidelines provided in our care guide or that fall under general wear & tear.