Frequently Asked Questions

Visit our Contact Us section - we can be contacted by email, via direct message on the website, facebook, on Instagram, via text message or if you  prefer human contact then you can call us on the telephone number provided during business hours. For out of hours - please email or leave a voicemail message (please include a telephone contact number)

Office Opening hours

Mon - Friday 8.30 a.m - 6pm

At Renaissance Rescue we aim to recycle and reuse as much packaging as possible. So your item may come in an unbranded, reused package. It will always be very well wrapped to protect it from the postal system and so the outer packaging may not be new or Renaissance Rescue branded but the item inside will arrive safely and we will have saved some packaging material from being used only once.

Due to the age of most of the stock on the website - they do not have their original packaging or boxes - unless it is stated in the description. A gift box for the smaller items can be purchased at checkout though. 

CONDITION & DESCRIPTION 

We take every care to ensure our items are fit for purpose and are properly representative on the website and our descriptions are as accurate as possible. We also consider our photographs to be a visual description so please ensure you look at these closely, as we try to capture all faults and imperfections with the photographs too as this, visually, shows the size and scale of any imperfections. All dimensions are measured using a digital scale, gauge or tape measure.  Please appreciate that photographs cannot always depict the exact colour of the item and there may be some differentiation between the computer screen and the real item. We accept no liability for this variation and we are always happy to email further photos to you, before point of sale, to ensure our customers are aware of all aspects, as far as is possible. 

RESEARCH

All items are researched as far as possible before submitting to the website and are as accurate as my knowledge allows as an enthusiastic amateur seller. I do not accept any responsibility for errors in the product descriptions. Where possible, I have including manufacturing and or makers marks and or stamps.

RETURNS

We do not accept returns unless the item is faulty or "not as described".  Photos will be required and refund given only if they do not match the description or are operationally faulty and this fault has NOT been mentioned in the description. All of our items are used (unless stated otherwise in the listing), preloved and will show signs of use and wear - this is not considered damage or faulty and most do NOT have their original boxes or packaging - unless stated in the listing. If you have any problems or if you are unhappy with your item - please do not hesitate to contact us. Please ensure it is within 5 working days of receiving your item. All items are tracked and signed for and if you are concerned that your item has been delayed in the postal system - then please contact us for a tracking number so that you can track where your item is. We will send you an email when your item is posted too. If you are unsure of purchasing from this website then all items are available on Ebay: seller: renaissancerescueuk . Photographic evidence will be required if an item is damaged in the postal system and a full refund, including postage, given - unless we believe the damage was caused by the buyer and not the postal system. We wrap our parcels to ensure, where possible, that no damage is caused by travelling through the mail system. Please initially email, to let me know you wish to return your item. You will be responsible for return in your item back to me, within 5 working days,  at Renaissance Rescue, 6 Ashdown Court, Cilfynydd, PONTYPRIDD,Rhondda Cynon Taff, CF37 4HJ and you will pay for that postage and for the item to be tracked. Please provide the tracking number. I do NOT provide shipping labels or pre paid envelopes. On receipt of the item and having been checked that it is returned in the same condition it was posted, and in its original packaging,  a refund will be sent which includes the postage paid by the buyer. The item MUST BE in the condition it was sent out in order to action full refund and payment will be via your original method of payment only. If the damage requires further investigation and or is not clear from photographs provided by the buyer or the listing (there may be some small marks missed - I am only human!) Then there may be a slight delay whilst investigations are carried out. Please read the descriptions and conditions policy above. If it is a fault with the item occurring through natural use after a period of (up to and including) one month after purchase, the item will be refunded excluding postage.  I do not refund items where it has been damaged by the buyer through malicious damage, inappropriate use, dishwashing, microwaving,  or unpacking. 

SHIPPING

Most orders are processed and posted within 3 working days. This is via Royal Mail 2nd class and all items are tracked and signed for, I do not take responsibility for a delay in the postal system. I will endeavour to do my utmost to meet the shipping estimates but cannot guarantee them as there may be delays beyond my control.  I will only ship items within the UK at the moment. Items abroad can be purchased via Ebay Global Shipping Program. Seller id: Renaissancerescueuk

CANCELLATIONS

if you wish to cancel an order - please notify me via email customerservices@renaissancerescue.co.uk  as soon as possible and within 24 hours. This is on the condition that the item has not already been dispatched. If the item has been dispatched the buyer must return it, unopened and all  return postal charges will be paid by the buyer. 

All our items are used, pre loved, have signs of wear or patina commensurate with their age and prior wear. Unless stated in the description otherwise, all items can be assumed to have been worn. Please read the descriptions carefully, as the condition is always stated there. We try to be as accurate as possible - but we are only human and mistakes can be made - we are happy to rectify any mistakes and also aim to show any wear. patina in the photographs as a visual description too. Please inspect these carefully and read all measurements. We are happy to provide more photographs on request, just email us with the item SKU code and a brief title description and we will send them. 

We absolutely can - depending on what is required and whether we are able to obtain the vintage pieces/beads . We are happy to discuss any ideas with you - just contact us. We can also attempt to source specific items for a finders fee of 15%, additional fees such as auctioneers premium or postage charges are to be paid by the client. We are expanding our range of wedding favours and Christmas jewellery lucky dip for adult parties too. 

Absolutely, we welcome collection. . Please email before purchase so that you are not charged postage on your item and to arrange a collection time. Address can be found above here  and on our contact us page. Please note, if an item is collected , it will not be wrapped and the liability for any damage during transport from the collection point is the buyers. I will of course provide some form of protection, for the item,  upon request. You may also collect, if arranged, at our craft fair events. Please follow our Facebook, Instagram or check the section below for our upcoming fairs.