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1. RETURNS   


WHAT IS OUR RETURNS POLICY?

We want you to be delighted with your purchase but if you are not you can return any item within 30 days of receipt as long as it is unused and in its original packaging.

We will be happy to exchange the item for a replacement or to make a refund which will go onto the card which was used when you made your purchase. We are not able to refund any postage charges but we will send any exchange items free of postage charges.

You have a right to cancel your order within 14 days of receiving your purchase. This 14 day period begins the day after you receive the items from us. Please notify us in writing within 14 days that you wish to cancel your order and that you intend to return the item(s ) and we will be happy to offer you a full refund including any delivery charge.

Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, a refund to the value of the lowest-selling price for the returned product will be offered.

HOW DO I RETURN SOMETHING?

You can return your item by post including the delivery note that came with your parcel, along with your name and address, email contact and daytime phone number. Please include a brief summary to explain why you need to return or exchange the item.

It would really help us in developing our products if you could give a reason why they were not suitable.

If you no longer have your delivery note, please include a letter giving your name, address, customer number if possible, email address and daytime telephone number plus a note of what you are returning and why and whether you want a refund or exchange for another product

Make sure your items are securely wrapped and send your return to:
Returns Department,
Ralph and Rose Ltd,
40 Howard Road,
Clarendon Park,
Leicester,
LE2 1XG

Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

WHAT IF THE ITEM IS FAULTY?

We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item.

If a fault develops outside of the 30 day return period, please contact us on 0845 561 0151 (Monday – Friday 8.00am to 10.00pm, Saturday 9am to 1pm, Sunday 10am to 1pm) or by email on info@ralphandrose.co.uk before you return the item so we can discuss the fault with you and agree the best way forward. Please take extra care to read our Product Care Information above or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.

Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, a refund to the value of the lowest-selling price for the returned product will be offered.

HOW DO I ARRANGE AN EXCHANGE?

If the product you require is still available we will exchange it for you. If the new item you require costs less than the one you have returned we will refund you the difference. If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. Please make sure you give us a daytime telephone number or your email address so we can contact you.

Please provide proof of purchase when exchanging an item. If you are unable to provide proof of purchase, an exchange or refund to the value of the lowest-selling price for the unwanted product will be offered.

HOW LONG WILL IT TAKE TO DEAL WITH MY RETURN?

Once your parcel has been received by our team it can take up to 5 working days to fulfil your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.

When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.

If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on 0845 561 0151 (Monday – Friday 8.00am to 5.00pm, Saturday 9am to 1pm, Sunday 10am to 1pm) so we can investigate.


2. UK DELIVERY TIMES AND CHARGES   

FREE STANDARD DELIVERY

Fast delivery within 3 working days Monday-Friday (excluding bank or public holidays)

NEXT DAY DELIVERY

Guaranteed delivery next day if order placed by 4pm Monday – Thursday.
Delivered Monday-Friday (excluding bank or public holidays)
Orders placed Friday by 4pm or Saturday by 12pm delivered the following Monday
Requires a signature upon delivery
£8.00
Note: Some remote postcodes cannot receive this service. (see Remote Postcodes)


3. REMOTE POSTCODES   


REMOTE POSTCODES (FREE STANDARD DELIVERY & NEXT DAY DELIVERY)

The postcodes below take an extra 1 to 2 days delivery on top of the standard delivery time
• AB30-31 Aberdeenshire (Scotland)
• AB33-38 Aberdeenshire, Moray (Scotland)
• AB41-43 Aberdeenshire (Scotland)
• AB44-45 Aberdeenshire, Moray (Scotland)
• AB51-56 Aberdeenshire, Moray (Scotland)
• AB63 Aberdeenshire, (Scotland)
• DD8-10 Aberdeenshire, Angus (Scotland)
• FK8 3 Stirling (Scotland)
• FK17-21 Argyll & Bute, Stirling, Perth & Kinross (Scotland)
• IV1-36 Highland, Moray (Scotland)
• IV40-56 Highland (Scotland)
• KA27-28 North Ayrshire (Scotland)
• PA20-78 Argyll & Bute, Highland (Scotland)
• PH10-26 Angus, Highland, Moray, Perth & Kinross (Scotland)
• PH30-50 Highland (Scotland)
• TD15 2 Northumberland, Holy Island (England)
• TR21-25 Isles of Scilly
• KW1-17 Highland, Orkney Islands (Scotland)
• All HS Postcodes Western Isles (Scotland)
• All ZE Postcodes Shetland Isles (Scotland)
• All JE Postcodes Jersey (Channel Isles)
• All GY Postcodes Guernsey (Channel Isles)


4. EUROPE AND INTERNATIONAL DELIVERY   

EU countries Standard 4 to 7 day delivery £10.00 per blanket

EUROPEAN COUNTRIES INCLUDING:
• Austria
• Azores
• Baleric Islands
• Belgium
• Channel Islands
• Corsica
• Cyprus
• Czech Republic
• Denmark
• Estonia
• Finland
• France
• Germany
• Greece
• Guernsey
• Holy See (Vatican City State)
• Hungary
• Ireland
• Italy
• Jersey
• Latvia
• Liechtenstein
• Lithuania
• Luxembourg
• Madeira
• Malta
• Monaco
• Netherlands
• Norway
• Poland
• Portugal
• San Marino
• Slovakia (Slovak Republic)
• Slovenia
• Spain
• Sweden
• Switzerland
• Turkey