Refund policy

Returns and Refunds Policy

Last updated: 16 October 2026

At The Rail Angel, we want you to be happy with your purchase. We carefully select and describe our pre-loved clothing, and we aim to make shopping with us simple and enjoyable.

1. Change of Mind

If you change your mind about an online purchase, you have the right to cancel your order within 14 days of receiving your item, without giving a reason.

To cancel your order, please email us at jo@therailangel.co.uk within this period.

Once you have notified us, you must return the item within a further 14 days.

2. Condition of Returned Items

We ask that returned items are sent back in the same condition in which they were received, with any original tags or packaging where applicable.

You may try on clothing as you would in a shop. However, we reserve the right to make a lawful deduction if an item has been handled beyond what is necessary to establish its nature, characteristics and fit, and its value has been reduced as a result.

3. Return Postage

For change-of-mind returns, you are responsible for the cost of return postage, provided this has been made clear before purchase.

We recommend using a tracked delivery service and keeping your proof of postage, as we cannot accept responsibility for returns lost in transit.

If an item is faulty, damaged or not as described, please contact us before returning it. We will arrange an appropriate resolution in accordance with your statutory rights, including covering reasonable return costs where required by law.

4. Faulty or Incorrect Items

We take care to describe the condition of our pre-loved clothing accurately, including any known marks, wear or imperfections.

If your item arrives faulty, damaged, or materially different from its description, please contact us at jo@therailangel.co.uk, ideally with photographs and your order number.

We will work with you to resolve the issue in accordance with UK consumer law. Your statutory rights are not affected by this policy.

5. Refunds

Once we receive your returned item, we will process any refund due in accordance with the applicable legal timeframes.

For cancellations under the 14-day cooling-off period, refunds will be issued to your original payment method. We will refund the cost of standard outbound delivery where legally required. Any additional amount paid for a premium delivery service will not be refunded beyond the cost of standard delivery.

Refunds will normally be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever happens first, where the law requires this.

6. Exclusions

Some items may be exempt from change-of-mind returns where a specific legal exception applies, such as certain sealed hygiene-sensitive goods once unsealed.

Nothing in this policy removes or limits your legal rights in relation to faulty, misdescribed or otherwise non-compliant goods.