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.
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.
Can I order a jumpsuit in my specific measurements?
Sure! This will be classified as Made-to-Measure (MTM) so you will be invoiced.
Which payment methods do you accept?
We have two options available:
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.
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?
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.
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.
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.
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.
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?
What is your exchange policy?
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.
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.
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.
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.
What is your size range?
Our sizes range from a UK 6 to UK 22.
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.