Our 30-day promise
If your item arrives faulty, damaged or not what you ordered (the wrong item, size or variant), contact us within 30 days of delivery and we will arrange a refund or replacement. We ask you to report problems within 30 days so we can resolve them quickly. This is our own promise. It is in addition to your legal rights and does not limit them, and you can still make a claim after 30 days where the law gives you that right.
Your legal rights
Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
United Kingdom. Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If they are not, you may have the right to reject them, or to a repair, replacement or price reduction, depending on when the fault appears.
Germany and the European Union. You have a statutory legal guarantee for goods that do not conform to the contract, with remedies including repair, replacement, price reduction or withdrawal from the contract.
Other countries. You may have rights under your country's consumer laws. Nothing in this policy limits any right you have that cannot be excluded by law.
Right to cancel for customers in the UK, Germany and the EU
If you are a consumer in the UK, Germany or elsewhere in the EU, you can cancel your order for any reason, without giving a reason, within 14 days of receiving the goods. If your order is delivered in several parcels, the 14 days run from when you receive the last item. You can also cancel before the goods arrive.
How to cancel. Email info@randomshoppe.com with a clear statement that you are cancelling, your name and your order number. You may use the form below, but you do not have to.
What happens next. We will confirm receipt of your cancellation by email and send you the return address and instructions. Please send the goods back within 14 days of telling us you are cancelling.
Refund. We refund the price of the goods and the standard delivery cost you paid. We do not refund extra cost if you chose a more expensive delivery than our standard option. We refund to your original payment method within 14 days of receiving the goods back or of you showing proof that you have sent them back, whichever is earlier. In Germany and the EU the 14 days run from when we receive your cancellation, but we may wait until we receive the goods or proof of return.
Return costs. If you cancel because you changed your mind, you pay the direct cost of returning the goods. If the goods are faulty, damaged or not what you ordered, we pay the return cost.
Condition. Please take reasonable care of the goods while you have them. You may inspect and try them as you would in a shop. If you handle them more than needed for that, we may deduct a fair amount for any loss in value. You do not need to keep the original packaging, but please pack the goods so they are not damaged in transit.
Exceptions. The right to cancel does not apply to goods made to your specification or clearly personalised. It also does not apply to sealed goods that cannot be returned for health-protection or hygiene reasons once unsealed after delivery.
Model cancellation form (optional). “I hereby give notice that I cancel my contract for the following goods: [order number and items]. Ordered on [date], received on [date]. Name: [your name]. Address: [your address]. Date: [date].”
How to request a refund or replacement for a faulty, damaged or wrong item
- Email info@randomshoppe.com with your order number, ideally within 30 days of delivery.
- Photos or a short video of the problem, and the package label, help us resolve it faster. We will not refuse your request just because you do not have them, but we may ask for reasonable evidence.
- We aim to reply within 2 business days with the next step. If the item needs to come back, we will tell you how and we will pay the return cost. Please wait for our instructions before sending anything back, because our suppliers are overseas and a parcel sent without instructions may not reach the right place. This does not affect your legal rights.
Refunds
Approved refunds go to your original payment method and are usually processed within 5 to 7 business days, although your bank may take longer to show them. If an item is faulty, damaged or not as described, the refund includes the shipping you paid.
Cancelling your order before it is dispatched (all customers)
Email us as soon as possible. We will try to cancel your order if the supplier has not dispatched it, and we aim to do this where you ask within 6 hours of ordering. Suppliers can dispatch quickly, so we cannot guarantee it. If we cancel, you receive a full refund with no fee. If your order has already been dispatched we cannot cancel it, but you keep all your rights above.
Changing your order
Email us as soon as possible to change your address, size, colour or variant. We will make the change if the supplier has not dispatched your order, but we cannot guarantee it. If the new item costs the same, we update your order. If it costs less, we refund the difference. If it costs more, we email you an invoice for the difference.
Contact
info@randomshoppe.com. We aim to reply within 2 business days.