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Refund and Return Policy
At Retail Express, we want you to shop with confidence. If you are not fully satisfied with your order, please read our return and refund policy below.
1. Business Information
This website is operated by Retail Express.
Website: retailexpress.shop
Email: support@retailexpress.shop
Phone: +44 7733 690620
Address: 3 Rosebery Ave, London EC1R 5HP, United Kingdom
We currently sell and deliver products within the United Kingdom only.
2. Return Period
You may request a return within 14 days of receiving your order.
To start a return, you must contact us within 14 days of delivery before sending the item back.
3. Return Conditions
To be eligible for a return, the item must be:
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Unused and in its original condition
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Returned with all parts, accessories, and instructions
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In the original packaging where possible
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Supported by proof of purchase, such as your order confirmation email
We may refuse a return if the item has been used, damaged, assembled incorrectly, or returned incomplete.
4. How to Request a Return
To request a return, please email us at:
Please include:
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Your full name
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Your order number
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The item you want to return
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The reason for the return
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Photos if the item is damaged, faulty, or incorrect
Our support team will review your request and send you return instructions if your return is approved.
Please do not send any item back before receiving return instructions from us.
5. Return Shipping
If you are returning an item because you changed your mind or no longer want it, you are responsible for the return shipping cost.
If the item is damaged, faulty, or incorrect, please contact us with photos. We will review the issue and provide the correct solution.
We recommend using a tracked delivery service for returns. Retail Express is not responsible for returned items that are lost or damaged in transit.
6. Damaged, Faulty, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible at:
Please include your order number, a description of the issue, and clear photos of the product and packaging.
Once reviewed, we may offer a replacement, repair, return arrangement, or refund depending on the issue.
7. Refunds
Once your returned item is received and inspected, we will email you to confirm whether your refund has been approved.
If approved, your refund will be processed back to your original payment method.
Refunds are usually processed within 3–5 business days after approval. Your bank or payment provider may take additional time to show the refund in your account.
8. Order Cancellations
If you want to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to cancel it and issue a refund.
If your order has already been dispatched, you may need to wait for delivery and then request a return.
9. Non-Returnable Items
The following items may not be returnable unless they are faulty, damaged, or incorrect:
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Gift cards
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Clearance or final sale items
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Used items
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Items damaged by misuse or incorrect assembly
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Items returned without approval
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Items missing parts, accessories, or packaging
This does not affect your statutory rights.
10. Exchanges
We do not guarantee direct exchanges for all products.
If you would like a different item, size, colour, or style, please contact us. In most cases, you may need to return the original item and place a new order.
11. Your Consumer Rights
Nothing in this policy affects your statutory rights under UK consumer law.
If your item is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund in accordance with applicable UK consumer protection laws.
12. Contact Us
For returns, refunds, cancellations, or order support, please contact us:
Retail Express
Address: 3 Rosebery Ave, London EC1R 5HP, United Kingdom
Email: support@retailexpress.shop
Phone: +44 7733 690620
Website: retailexpress.shop