FREQUENTLY ASKED QUESTIONS

HOW TO ORDER

How do I order?


To order from our collection, we only sell our pieces online www.rebeccatembo.com. Simply add the product to your basket after selecting the appropriate options and check out.




How do I order a bespoke jumpsuit?


To order a bespoke please click here to find further details of our process and how to contact one of our Customer Experience Specialists.




Can I order from a past collection?


Once our jumpsuits sell out, we do not restock. We only create ten of each style worldwide. Please sign up to our newsletter to be the first to know of new releases.




Can I pay for an order over the phone?


We only accept payment online via our website checkout system, or via bank transfer if you have been invoiced from our finance department.




How do I get in contact with your team?


Our team are available between 9am to 6pm Monday to Saturday, with the exception of UK Bank Holidays. Please email info@rebeccatembo.com or call between Monday - Saturday 10am to 6pm +4420 3488 4427 to get in touch.




Can I order a jumpsuit from your collection in a different colour?


To order a pre-designed jumpsuit from our 'Shop' page in a different colour, there is an extra charge starting from £30* (GBP). This is classified as Made-to-Measure so you will be invoiced. Please email us to see to arrange your MTM jumpsuit - info@rebeccatembo.com




Can I order a jumpsuit in my specific measurements?


Sure! This will be classified as Made-to-Measure (MTM) so you will be invoiced. There is an extra £60 (GBP) charge for this service. Please email us to see to arrange your MTM jumpsuit - info@rebeccatembo.com





PAYMENT

Which payment methods do you accept?


We have two options available: 1. PayPal 2. Pay via Credit or Debit card online. *If you order a bespoke jumpsuit, you will be sent an invoice.




Which currency will the payment come out as?


Whilst viewing the items, it may show your local currency. Once payment has been processed and authorised, it will appear as GBP.





DELIVERY

Which delivery courier do you use?


We use UPS for all orders within the UK and worldwide. If for any occasion we need to use another courier, you will be notified once the item(s) has been dispatched.




What are your delivery costs?


United Kingdom Standard Shipping (3-4 working days) £1.99 Next Day Delivery (1 working day) £8.00 Europe Standard Delivery (1-2 working days) £10.00 USA & Canada Standard Delivery (5 working days) £15.00 Rest of the World Standard Delivery (5-7 working days) £20.00 Please note these dates are for delivery once the garment has been completed.




How long will it take to receive my order?


Once you have placed your order and payment has been successfully authorised, we will process it within 48 hours (2 working days). Orders placed after 1pm will be processed from the following working day. As our pieces are Made-to-Order, please note garments will take 14 days to complete once processed. We will notify you when your order is on the way and an ETA (Estimated Time Arrival).




Can I have my order delivered to work?


Yes, of course! We can deliver to a convenient address provided by you, except for PO Boxes.




Can I arrange a collection?


We currently do not offer a collection service. We can however arrange to deliver your parcel to a local UPS collection spot for you to collect when convenient. Please email us if this will be helpful for you.




How can I track my order?


Once you order has been dispatched, you will be sent a tracking number to track your order via the UPS website. If you need any help with tracking information, please contact info@rebeccatembo.com.




It says my order has been delivered, but I have not recevied anything?


We are sorry this has happened, please get in contact as soon as possible so we can look into this to you and provide an update/solution. Please email info@rebeccatembo.com or call between Monday - Saturday 10am to 6pm +4420 3488 4427.




Will I be charged customs?


All countries outside of Europe are subject to a potential customs charge for delivery into their destination country. The buyer is responsible for these charges, the courier will not deliver until the charges are paid. At this point, we are not responsible for potential delays.





RETURNS & EXCHANGES

What is your return policy?


Thank you so much for the support of our brand. We are a very small business so each order is much valued and appreciated. As each piece is Made-to-Order, specifically for you, we are unable to process returns. We do offer exchanges as explained in the next section. To help choose the right size, please view our sizing guide here. If you are unsure of which size to choose, please contact us here. You can also include your own measurements in the 'Notes' section when checking out. If you are not happy with the fit, we offer free alterations within 14 days of you receiving the garment. To arrange this, please contact us here.




What is your exchange policy?


Should you wish to exchange, you will need to return your item(s) within 14 days in its original condition with tags attached. Our team will inspect the garment once received and process an exchange. To do so, please contact us here.




How long will it take to process a refund?


Once we have received the item(s) and completed a full inspection, it will take 2-5 working days to receive the money back in your account.





AFTERCARE

Where can I find product care information?


All our garments are made with a lot of care and attention to detail. We suggest the best way to store your garments are in a clean space, ideally with a garment cover. For cleaning, we suggest a specialist dry cleaners experienced in dealing with luxury handmade clothing. For further questions please contact one of our Customer Experience Specialists at info@rebeccatembo.com.




Can I have a repair made on my item?


Every item is under a 1 year warranty. Rebecca Tembo will gladly cover repair costs with the exception of wear and tear. Please email info@rebeccatembo.com or call between Monday - Saturday 10am to 6pm +4420 3488 4427 for further help with this process.





SIZING

How do I know my size?


Please click here to view our sizing chart, it's best to take your measurements and choose the closest fit. If you need help, one of our Customer Experience Specialists are happy to assist you! info@rebeccatembo.com




What is your size range?


Our sizes range from a UK 6 to UK 22. We offer 2-3 different leg lengths depending on the style so your jumpsuit is the perfect length.




Can I order from your collection with my personal measurements?


Sure! If you would like to do this, please note there will be a £50 charge. Please contact our team so they can assist you further.





Enjoy 10% off when you join our newsletter.

© 2020 REBECCA TEMBO