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Common Queries

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At Rhubarb the Bird, the complete satisfaction of our customers is our top priority and that includes providing answers to all of your questions from the convenience of your own home. Check out some of our frequently asked questions below to get the information you need. If anything still seems a bit unclear, don’t hesitate to get in touch we’ll be happy to help you out.
 
WHAT IS OUR RETURNS POLICY?
If you've changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we'll exchange or refund it. Unless faulty, this should be within 28 days of receiving your order.  It can take up to 14 days from you returning your merchandise to receiving your refund.
Please return any unwanted merchandise, unless faulty, in its original condition. We'd expect this to mean:
            - that you've kept all original packaging and labels
            - that it's undamaged and unused 
            - that you haven't entered any personal data on to the product​​
 
We do not cover returns postage. It is recommended that royal mail signed for be used as proof of posting. Upon the receipt of the merchandise we will conduct an inspection of the goods and if the goods are found to be faulty we will refund any postage charge incurred.

Any returns lost in the mail service will not be our responsibility or liability it is you the consumer that must file a claim with the courier service used. ​
All returns must be requested prior to the return. Once you’ve completed your return request, and it has been approved we’ll send an email over to you with the next steps. If you’re having any trouble with this process please get in touch and we will be happy to help.
 
We can offer a refund or exchange service, but as a small business, we only refund your original or return postage costs if your item is faulty and this is confirmed once the item has been returned to us. Each item is thoroughly checked before dispatch. Please keep your delivery receipt in case anything goes wrong.
 
You must keep your items in their original packaging whilst you make your mind up to prevent any accidental damage as we are unable to accept these for return.
 
METHODS OF PAYMENT AND REFUNDS
We accept all major cards.
 
HOW LONG DO I HAVE TO EXCHANGE A PRODUCT?
In line with our returns policy, you have up to 28 days to exchange your merchandise from the date of purchase or the date you received your order.
 
WHAT DOES YOUR STATUS MEAN?
- Order received means your order hasn't been processed yet.
- Order processing means your order is getting ready to be despatched.
- Despatched means your order has left us. You'll receive an email confirming despatch.
- Cancelled means your order has been cancelled either by you or us.

MISSING INCOMPLETE OR DAMAGED ORDERS
For damaged merchandise, incomplete orders or despatched orders that don't arrive within the expected time period, please email us.
 
ORDER NOT RECEIVED 
If it has passed the time frame of the delivery service you selected when placing your order, first check out the tracking to see if there’s anything holding up your parcel. If you’re still not sure where it is please get in touch and we will investigate this for you.
 
CAN I GET MY ORDER SENT TO A DIFFERENT ADDRESS TO MY BILLING ADDRESS?
You can specify an alternative delivery address to your billing address at the checkout as we can’t always make this change once your order has been placed. By having an account with us you can save multiple delivery addresses in 'My Account', making it convenient for you.
 
WILL I RECEIVE A RECEIPT WITH MY ORDER?
All orders are dispatched without a paper receipt, an
e-receipt will be sent to your email address at time of ordering and is proof of purchase. We at Rhubarb wish to help save the trees and our future environment. 
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