General Enquiries

Should you need to contact us all queries can be sent to our customer service team at sales@rainbowsandsprinkles.co.uk 

If you have selected to collect, we are looking forward to seeing you! All you need to bring with you is your order number which you can find on your order confirmation email. Our address is 5 Parade, Exmouth, EX8 1RS (we are in between the photo shop and The Cabin coffee shop)

Our email and social media pages are monitored Monday – Friday, 09:00 –17:00 and we endeavour to respond within 72 hours. 

Q: I have not received my order?
A: In the event you have not received your order, please contact us at customer
service, with your order number, so we can investigate this for you.
We use Royal Mail for our dispatches so please allow 10 working days for your
parcel to arrive.

Q: My order has been dispatched, where is it?
A: We use Royal Mail for our dispatches and ask that you allow up to 10 working
days for your parcel.
We are aware that the recent industrial action has inevitably affected delivery times.
We will always keep you updated on your purchase via email so please check your junk folder if you haven’t heard from us.
We also have an option for collection from our offices in Sidmouth.

Q: I’ve put the wrong address on my order – what can I do now?
A: If you need to amend your address, please contact our customer service team
and we can change this for you.

Q: I need to return an item; how do I do this?
A: Inside your parcel there should be a pink returns form and a free Royal Mail
returns label. If you can’t find this please get in touch with our Customer Service
team.

Q: Why isn’t my refund showing in my account?
A: Once we have received your item, please allow up to 5 working days for our team to process your refund. Please note it can take up to 5 working days for the money refunded to show in your account.

Q: I’ve ordered multiple items close together; can I combine the postage?
A: We are happy to combine shipping costs, just email us.

Q: What is your refund/exchange policy?
A: If you need to return or exchange an item you have 60 days in which to do so. We cannot accept returns or exchanges outside of this window, unless the item is faulty.
In the interest of the health and safety of our team, we ask any clothing items are
returned in a saleable condition.
We do not accept returns from items purchased from our pre-loved Facebook
group.

Q: I’ve paid for my order but I forgot to apply the discount code, what can I do?
A: If you’ve forgotten to apply a discount code, please get in touch with our Customer Service Team as soon as possible and we can refund you the difference.

Q: What discount schemes do you offer?
A: We are happy to offer discounts for the following:
· Blue Light
· Tri-Hards
· Student
Please email us with a copy of your proof of discount and we will send you a code.

Q: What are your postage cut off times?
A: Our order processing time is 1-5 working days.
If you have selected Royal Mail Tracked 24 service, orders processed before 13:00 will be dispatched the same day and orders placed after 13:00 will be dispatched the next working day.
If you require items faster, please get in touch with Customer Service and we will do our best to accommodate this. Please bear in mind this may not be possible during busy periods such as Christmas or during sales.

Q: Do you offer bespoke designs?
We are happy to discuss bespoke projects so please do feel free to get in touch with Customer Services to discuss your requirements.
The minimum order quantity for a bespoke design is 25 units, which can be spread across sizes and lengths. Prices may vary depending on your design so do get in touch for an accurate quotation.

Q: I pre-ordered an item a while ago and haven’t heard anything from you yet, what is happening with my order?
A: If there has been any issues with your order, for example, the delivery date on a
pre-order has passed, we will send out email updates letting you know what has
happened. We recommend keeping an eye on your email junk folder in case you
have missed any correspondence from us.

Q: I have placed an order for both a pre-order item and an in-stock item, will
they arrive at the same time?
A: To receive your in-stock item first, please select the double postage option at
checkout.