Refund policy

It's important to everyone here at The Rainbow Stores that you have a great experience with us. So if something does go wrong with your order we want to make sure you get great service. So we have created a returns policy that we think is fair, by putting ourselves in your place and deciding how we would want to be treated. Occasionally this means we'll be out of pocket because all orders are printed specifically for the buyer, so we don't hold stock and returns have to be given away. But we hope our policy means you'll have had a good experience. So please read the following before you contact us so you know what to expect.

Returning an item

We understand that sometimes you might want to return your newly-purchased products. Maybe they don't quite fit or there's an issue with the item. 

The first thing to do is email us at contact@therainbowstores.com and tell us why you want to return it. You must do this within 10 days of the day the item was delivered. For the various types of return please follow the steps below. 


DAMAGED ITEMS

The Rainbow Stores and our suppliers take great care to ensure that all of our orders go through a 3-step quality check before we ship them out. However, if a damaged item was accidentally let through our quality control, or something was damaged during shipment, we will replace it.

Here is our process if this is the case:

Step 1

Email us at contact@therainbowstores.com and title your email “Damaged or mislabeled item” and include in the email:

  1. The order number.
  2. A detailed description of the problem 
  3. Three photos in good light on a flat surface. These must include:
    1. A image showing the full item with any design clearly visible.
    2. A closer image showing the location of the issue.
    3. At least one close up showing the issue in detail.  

We cannot accept returns without the above images.

Step 2

Our team will look into the order. We have to do this with our supplier so please bear with us. We aim to respond to you within four business days, and if we agree that the item is damaged or mislabelled we will reship a replacement product for you at no further cost to yourself. 

 

SIZE EXCHANGES

Please do not order several sizes of the same item to see which one fits, as we will not accept returns or refunds where several sizes of the same item have been ordered. All of our products have a clear size chart to ensure you get the correct size and we encourage you to measure yourself accurately. 

If you ordered only one and it doesn't fit:

Because we make everything on demand, so requesting a size exchange is not as simple as swapping your item for another stock item in a different size. It means producing an entirely new product. 

 

Step 1

Email us at contact@therainbowstores.com and title your email “Incorrect size return” and tell us:

  1. The measurements of the person you ordered for based on our measurement guide on the products page.
  2. The order number.
  3. The new correct size you want (not the size of the item you have).

Step 2

Our team will look into the order and respond to you within 4 business days. If we believe our size chart is wrong then we will replace it free of charge. 

However, if you ordered an incorrect size by mistake:

    Because we do not hold any stock as everything is made to order, an entirely new item has to be produced and shipped. We will issue you with a voucher to cover 50% of the cost of the item. We will not cover the shipping. You may keep the original incorrect sized item.

     

    MISLABELLED ITEMS

    Though rare, it's possible that an item you ordered was mislabelled. This means that the item is a different size or colour to the label. If that’s the case, please let us know at contact@therainbowstores.com within 10 days of receiving your order. Include your order number and photos of the mislabeled item, and our team will get back to you within 4 business days! If the item is indeed mislabelled you will be offered a full refund or exchange.

      

    IF YOU CHANGE YOUR MIND

    Unfortunately, because all of our items are printed specifically for each order our return policy doesn’t cover buyer’s remorse, so we won’t be able to issue you a full refund for the order. However, as a token of goodwill we will issue you with a voucher for an equal amount (minus the cost of shipping) to spend in the store. This is the process:

    1. You must contact us at contact@therainbowstores.com within 10 days of receiving the item titling the email 'I changed my mind'.
    2. Give us the order number and tell us why you changed your mind.
    3. We will issue you with a voucher that you can spend in the shop.

      

    If you were charged a customs duty and you don’t want to pay it

    In some cases you will be charged a customs fee for orders that are posted outside of your country. Customers in the UK in particular will now find that if your order is more than £135 you will have to pay the carrier customs tax before your order can be delivered. If you decide not to pay this your order will be returned to our facility and we will be informed. We will contact you to ask if you still want the item. If you do want it, we can arrange for it to be reshipped. If you don’t then you will be refunded 50% of the value of the order and the items will be donated to charity. 



    Problems with delivery

    If your package hasn't arrived on time please accept our apologies. After they leave our facilities we're in the hands of the courier, and we know that sometimes things go wrong for all sorts of reasons. in 2024 we had a 100% success rate for deliveries, although some didn't arrive by the date we said they would. So please wait 5 days after the delivery date to get in touch. And please help us out by doing the following:

    • Check your shipping confirmation email for any mistakes in the delivery address.
    • Ask your local post office if they have your package.
    • Stop by your neighbours in case the courier left the package with them.

    If the shipping address was correct

    If the shipping address was correct, and the package wasn't left at the post office or at your neighbours, get in touch with us at contact@therainbowstores.com with your order number and we'll investigate with the courier.

    If the shipping address was not correct or the item was unclaimed 

    If the carrier isn’t able to deliver the items because the address was incorrect or incomplete, or if you failed to claim the package from the carrier, it’ll be returned to the facility it was mailed out from. If this happens your item will be held free of charge for 28 days. We will contact you to clarify if you still want to receive the item and ensure we have your correct address. Once we have information we will arrange for redelivery but you will be charged for the shipping. 


    If the item fails to be delivered a second time you will be responsible for the full cost of redelivering it a third time.  


    If you do not respond to us within the 28 day period your item will be donated to charity and you will not be refunded.


    If you respond to us within 28 days but decide you do not want items redelivered you will be refunded 50% of the order price. 



    If your order was marked as delivered but you haven’t received it

    This is the outcome we all fear. If you looked everywhere at home, contact the carrier as they may have an image of the parcel having been delivered at the address or the delivery driver may have additional details about where it was delivered. Failing that please check with neighbours.

    If you still have no luck then don't worry, we'll cover the cost of a replacement. Contact us on contact@therainbowstores.com with the order number, we'll check with the carrier and if the item has been delivered incorrectly we'll issue you with a voucher to cover the cost of the item and shipping.


    Order was lost in transit

    If your delivery date has passed and your order still hasn’t been delivered (and you haven’t had a notification to tell you that it has been delivered) then it may be lost in transit.

    If this is the case then please email us at contact@therainbowstores.com titling the email “my item is lost in transit” and give us the order number, We will check with the carrier and get back to you within 4 business days. If the item is lost then we will arrange for a replacement to be shipped to you free of charge or send you a voucher to cover the cost.