We want you to be completely satisfied with your purchase from Russums, we know that you have a choice, and we appreciate that you choose us, so if the goods ordered are not to your satisfaction you can return them for an exchange or refund within 28 days of delivery.

Unwanted or exchange items

Please note that goods must be unused, suitable for resale and returned with their original packaging. Unfortunately we are unable to exchange or refund items which have been personalised or amended to your specification (e.g. with embroidery, engraving, short sleeves), or have been ordered specially (e.g. bespoke clothing, non-catalogue equipment) unless they are faulty.


Please contact us so we can provide a returns number, this will then be used to link the returned item to your order by our returns team. It is important that the returns number is written on the outside of your parcel. To give you a returns number we will need to know the exact items you would like to return, including sizes and amounts, and if an exchange or refund is required.


If you are returning one item to us please ensure the product box or bag is placed inside an outer box or bag to protect the product and original packaging.


We are sorry but we are unable to cover or refund postage costs. We recommend using collect+ for convenient, cost effective returns – Click here to book a return using collect+. We advise you refer to Collect+ terms and conditions regarding types of articles they carry. They do not cover the cost of any damages or breakages to ceramics and glassware. Please note, once you have been directed to the Collect+ website and you choose to use this service we are not responsible for any breakages or damages that happen in transit.


In the unlikely event that an item has arrived damaged or has been sent in error we will refund your return postage.


We recommend that you obtain proof of posting/adequate insurance for all returns as we are sorry but we cannot be held responsible for returned items lost in transit.




If the requested size or item is a different price we will either refund you by the original method of payment or contact you for payment card details if no additional payment is enclosed. Please include a contact phone number with your details.




The cost of the items will be refunded back to the original method of payment (e.g. card, cheque, PayPal) and payee, unless you request a credit on your account.


Faulty Items


Please contact us to discuss the problem and for advice and assistance.  We will provide you with a returns number if one is needed, and talk you through the process.

Once returned, all items are processed as quickly as possible, however in some circumstances goods may need to be returned to the manufacturer for a decision on a problem or fault. If a product is deemed to be faulty we will either replace, repair or refund depending on the circumstances and in line with any manufacturer warranties.

Returned items will be checked, if a fault is found we will refund the return postage costs. We recommend using collect+ for convenient, cost effective returns – Click here to book a return using collect+


It is your responsibility to return faulty items.




In accordance with the United Kingdom’s Distance Selling Regulations you have the right to cancel your order within 7 working days of receipt and return the goods to us unused. Please call us for a returns number, pack the goods securely and return to us so that we receive them within 7 working days after their delivery.


Please note that you are responsible for the costs of returning the goods to us unless they were delivered in error or are damaged. As with all returns, we recommend that you use a recorded postal / guaranteed delivery service and obtain a ‘proof of postage’ receipt if using the Post Office, as we do not accept responsibility for goods lost in transit.


Once the delivery process has begun, you will not be able to cancel any contract relating to an additional service which has been completed (e.g. bespoke production, premium delivery).


International Customers


Please contact us regarding any orders outside of the United Kingdom.


Business and Credit Account Customers


Please contact our Exchanges & Returns department for authorisation before returning goods. Any goods returned which are not in the condition set out above will be rejected and returned to you at your cost.

Goods returned after 28 days, special order and non-catalogue items may be subject to a restocking fee if accepted back for return.


Our return address and contact details
01709 372345


All returned items should be sent to:


Exchanges & Returns
Edward House
Tenter Street
S60 1LB


We recommend that you use the convenient, tracked collect+ service for all returns (rather than more expensive special delivery or upgraded courier services) as we are usually only able to refund postage equal to the value of the collect+ economy. Click here to book a return using collect+


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