Refund policy
Return & Refund Policy
Last updated: 14 August 2026
At RAINING PEONIES, we want you to be happy with your purchase. Please read this policy carefully before placing an order, particularly when purchasing a pre-order or personalised item.
1. Pre-Orders
Some products available on our website are offered as pre-orders. This means that the product may not be in stock at the time your order is placed and will be produced or ordered in advance for the expected fulfilment period.
The estimated delivery timeframe for pre-order items will be stated on the relevant product page wherever possible.
Pre-order dates are estimates and may occasionally change due to circumstances outside of our control, including manufacturing, shipping, customs or supplier delays.
We will do our best to keep customers updated by email regarding significant changes to expected delivery dates.
2. Cancelling an Order
If you change your mind about your order, please contact us as soon as possible.
For orders that have not yet reached the personalisation stage, please contact us and we will do our best to accommodate your cancellation request, subject to any statutory rights that apply to your order.
Once your order has reached the personalisation stage, cancellation due to a change of mind will no longer be possible where permitted by law, as the item will have been specifically personalised for you and may no longer be suitable for resale.
This applies regardless of whether the item has already been dispatched.
Nothing in this policy affects any statutory rights you may have under UK consumer law.
3. Personalised Items
Personalised items are created specifically according to the information provided by the customer.
Once personalisation has begun, we cannot generally accept cancellations or returns simply because you have changed your mind, where permitted by law.
Customers are responsible for checking that all information provided for personalisation, including names, spellings, dates, sizes and other details, is correct before placing their order.
RAINING PEONIES cannot accept responsibility for personalisation errors resulting from incorrect information supplied by the customer.
If an item has been incorrectly personalised due to an error made by RAINING PEONIES, please contact us and we will assess the issue and provide an appropriate remedy where required.
4. Change of Mind Returns
For eligible non-personalised items, customers may have a statutory right to cancel their order within the applicable cancellation period under UK consumer law.
Items returned because of a change of mind must be unworn, unused and returned in their original condition, with original packaging and tags where applicable.
The customer is responsible for the cost of returning an item due to a change of mind unless otherwise stated or required by law.
Where permitted by law, we may make a deduction from a refund if the item has been handled beyond what would reasonably be necessary to establish its nature, characteristics and functionality.
5. Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or incorrect, please contact us as soon as reasonably possible.
Please provide your order number and, where appropriate, photographs of the issue so that we can investigate and resolve the matter.
Where an item is faulty, damaged or not as described, your statutory consumer rights apply and we will provide an appropriate remedy in accordance with applicable UK consumer law.
Depending on the circumstances, this may include a repair, replacement or refund.
6. Washing, Wear & Damage
Please inspect your item before wearing or washing it.
RAINING PEONIES cannot accept responsibility for damage caused by incorrect washing, drying, ironing, alterations, misuse or failure to follow the care instructions provided with the product.
If you believe an item was faulty when received, please contact us before washing, altering or attempting to repair the item wherever possible.
7. Refunds
Where a refund is approved, it will normally be issued to the original payment method.
Once a refund has been processed by RAINING PEONIES, the time taken for the funds to appear in your account may depend on your bank or payment provider.
Any refund will be provided in accordance with your statutory consumer rights.
8. Exchanges
We do not guarantee exchanges for alternative sizes, designs or products, particularly where an item has been personalised or made specifically for a customer.
If you believe you have ordered the incorrect size, please contact us as soon as possible and we will advise whether an alternative solution is available.
9. How to Contact Us
For cancellations, returns, refunds or issues with an order, please contact RAINING PEONIES using the contact details provided on our website.
Please include your order number and a clear description of your request or the issue with your order.
We will review your request and respond as soon as reasonably possible.
10. Your Statutory Rights
Nothing in this policy is intended to exclude, restrict or limit any legal rights you have under applicable UK consumer protection legislation.
Where your statutory consumer rights provide you with rights that differ from the terms of this policy, your statutory rights will apply.