Any Questions?
Here's where you'll find answers to the questions we're often asked.
My Order & Shopping Online
How do I shop online?
It's actually really simple. For a step-by-step guide, visit our Shopping online page.
Is it safe to shop online?
You can rest assured that shopping online with RPeal is totally safe. Without getting too technical, we use state-of-the-art security systems to encrypt your payment details, making it impossible for them to be read over the Internet.
How do you keep my personal information secure?
We take your security very seriously and do everything in our power to protect it. You'll find full details in our Privacy Statement.
How does the shopping basket work?
When you want to buy something from the website, the first step is to add it to your shopping basket by clicking ‘Add to Bag' (don't worry, you can change your mind later if you want to!)
To view the contents of your basket while shopping, simply click on ‘Shopping Bag' at any time. Details shown will include product description, reference code, size, price and quantity.
You can change any of these details before actually placing your order. For instance, if you decide not to buy an item after all, simply click on the ‘remove' checkbox and click 'update' to remove the item from.
When you've finished shopping, double-check the contents of your basket one last time, then click on ‘Checkout' to go to the secure payment area.
Can I make changes to my order?
Because we start to process your order as soon as we can after we receive it, unfortunately we cannot cancel or change your order after it has been placed. If you change your mind you may return any goods to us for a full refund. We will refund the payment card the full price paid for the item on receipt of the returned items(excluding original delivery charge)
How long will it take to receive my order?
Providing all items are in stock and you've placed your order before 12pm on a weekday, it will arrive in 2 to 3 working days.
Deliveries to some Scottish islands may take a day longer - see our Delivery page for full details.
The item I want is showing as ‘Out of Stock'. Will you be getting any more?
Unfortunately it is unlikely we'll get anymore stock in, we usually only get one delivery of our collections.However, if you contact us we will endeavour to provide you with a similar item or the same if it comes back into stock.
What if an item goes out of stock after I've ordered it?
We do our best to keep stock levels filled up, but very occasionally items shown as being available might not be. If this happens, we'll let you know via your order despatch e mail. Don't worry, you will not be charged for that item and we will ship any remaining items that you have ordered. If on receiving the remaining items you decide that you do not wish to keep them then you may return them to us for a full refund. We will refund the payment card the price paid on receipt of the returned items(excluding original delivery charge).
Where do I find something I've seen in an advert or a promotional article??
If you have seen something in a magazine or an advert you want to buy, and cannot find it on our website (don't forget our advanced search facility) then contact us on 0808 178 8995 or sales@rpeal.com and we will be more than happy to help.
How do I find out where my order is?
Once you've received an email confirming despatch of your order, you can track its progress at Business post - www.fedex.co.uk or through the link on your despatch email.
Can I cancel my order?
Sorry, we can't accept cancellations, but we will refund you in full (including P&P) if you return your order within seven days.
How do I change my account details?
Simply log in using your username and password, then you'll be able to update all your details for any future orders.
I've forgotten my password. How do I find out what it is?
Just click on the ‘Forgotten your password?' button on the account log-
in page and we'll email it to you.
I've placed an order but not received a confirmation email. Does this mean my order hasn't gone through?
You should receive your order confirmation email within 24 hours, so if it's been longer please call our customer services team on 0808 178 8995 or email sales@rpeal.com - remembering to include your order number.
I've received the wrong item in my order. What should I do?
In the unlikely event of this happening, simply return the item to us and we'll refund the postage. You'll find instructions on the returns note included with your order.On receipt of the incorrect item being returned, if we have it in stock we will send out the correct one within two days postage free.
What should I do if an item I've received is faulty?
While we try our best to make sure everything is of the highest quality, this does happen very occasionally.
For a full refund, just return the item following the instructions on the despatch note included with your order.On this occasion we will refund the original delivery charge if it was delivered to you as a single item.
Do you handle corporate orders?
To discuss placing a corporate order, please call us on 0808 178 8995 - we will be more than happy to help.
Delivery
What delivery options do you offer?
We currently offer a two to three working days delivery service for orders placed before 12pm Monday to Friday. Deliveries to some Scottish islands may take a little longer.
During sale periods deliveries may take a day or so longer, please bear with us while we get your order out to you as soon as possible.
Do you offer a next day delivery service?
Not just yet, but we will let you know via the website when we do.
Do I pay a delivery cost for each item?
No, you just pay one charge for the whole order, regardless of how many items it contains:
UK £3.95
Can I nominate a day or time for my delivery?
Not just at the moment, but we will be able to in future. Keep a look out for details on the website.
What if I'm at work when the courier tries to deliver?
Before your order is due to be delivered our courier company will send you a text(if you have given us a mobile number) to let you know the anticipated day of delivery, so that you can arrange to be at home to receive your order.
If you're not at home when the courier delivers, they will leave a card. Simply call the number on the card to reschedule your delivery for a convenient time.
Do I have to take returns to the post office?
Yes please - see our Returns page for full details
Do I have to pay for the postage for returns?
Yes. Simply use the returns address sticker enclosed with your parcel and take to you nearest Post Office.
Do you deliver overseas?
Sorry, we currently deliver to UK addresses only.
Do you deliver to BFPO?
Sorry, we currently deliver to UK and Eire addresses only.
Returns
How do I return an item I've ordered online?
Simply return through the Post Office as instructed and keep your despatch note as proof of receipt.
Remember, all orders need to be returned within 28 days of receipt (14 days for sale items) - see our Returns page for full details.
What is your returns policy?
You'll find full details on our Returns page.
Once I've returned an item, when do I get my refund?
We'll email you to confirm as soon as we receive your returned order. Within 14 days, the refund will then be made to the card you used when paying for the order(excluding the original delivery charge)
Do I have to pay for the postage for returns?
Yes. Simply use the returns address sticker enclosed with your parcel for returns.
I want to return my order but can't find a returns label in my parcel. What address should I return it to?
Our returns address is:
RPEAL
Unit 3
Brownroyd Business Park
5 Duncombe Street
BRADFORD
West Yorkshire
BD8 9AJ
Order Payment
How can I pay for my order?
With any of the following credit/debit cards American Express, Mastercard, JCB, Electron, VISA Delta, Solo, Maestro and Switch via Paypal.
Am I charged for items as soon as I order them?
Yes, you will be charged for items that are in stock.
What is a credit card security number?
The security number is the last 3 digits on the signature strip on the back of your card.
