FAQs

FAQs

This is a list of frequently asked questions. We have provided answers so they can be easily referred to at your leisure. Should you prefer, please feel free to contact us. with any questions and we endeavour to reply as soon as possible.

Delivery

We offer two shipping services, DHL next working day service and a Royal Mail second class service. Our shipping page is kept up to date on pricing and time scales.

If ordered before 1pm we dispatch all parcels the same day. For example if you purchase before 1pm, and you pay for DHL next working day delivery your items are in with a good chance be in your hands the following day.

The DHL next working day delivery aims to deliver the following working day ( Monday - Friday )

The Royal mail second class delivery aims to deliver within 3-5 working days.

Please note, with both services we cannot guarantee these time scales, and on the odd occasion your parcel could be delayed. This is more noticeable more during peak times, for example Christmas.

 

Any changes to your order must be stated as soon as possible as this may have gone into production or shipped. Please check your confirmation email to ensure all grammar and spellings are correct. If they are not, simply reply to that email ( admin@rlhomedecor.com ) with any amendments you wish to make and we will do our best to correct them.

Cancellations
As long as your order is not in production or has been shipped we can cancel your order. We can not cancel any pre - ordered or personalised  items as they are ordered in specifically for you.

We dispatch all orders the very same day if ordered before 1pm.

Pre - Ordered Items 

Items that have been pre - ordered will not be dispatched until they arrive. However, once the items arrive they will be dispatched the very same day of their arrival.

DHL next working day is a tracked service. Providing you have provided the correct telephone number and email you will receive tracked updates to your contact details given upon ordering. If you enter a landline number into your order, you will be kept up to date with your delivery via email. Please check that your mobile and / or your email is correct as we cannot change your details once the item has been posted.

Royal mail is not a tracked service.  If you contact us we will give you your proof of postage which comes with a barcode number which we can use to see when the item has been delivered or attempted. This is helpful incase you have missed your delivery and your parcel is at your local sorting office awaiting for re - delivery or collection.

Please note all delivery times are the guidelines we are given by the postal providers. Please allow the maximum amount of delivery time stated before contacting us for order updates. All order status updates will be emailed to you & you will be notified via email as soon as your order has been dispatched.

You will receive a confirmation email as soon as your items have been dispatched.

If you miss your scheduled delivery the courier should leave a card to let you know. You will then be able to arrange a re - delivery or be able to collect it from your local sorting office. The DHL next working day do give you tracking and a time slot to try and avoid missed deliveries. If a re-delivery or collection is not arranged then your item will be sent back to us after so long. If the item is returned back to us we do reserve the right to charge you for a re - delivery.

We deliver anywhere in the UK.

We are happy to provide postal quotes for anywhere else in the world, please email us at: info@rlhomedecor.com with the items you are interested in for a quote. The parcel is often based on weight so we will let you know if there is any extra weight or space in your parcel to make full use of the postal charge.

 

For UK customers, there is just a flat rate, so add as many products you want to your basket, you will only be charged once for postage.

International customers vary on location and we ask that if you are wanting a postal quote for anywhere other than the UK to drop us an email at info@rlhomedecor.com so we can let you know the exact price.

We dispatch all orders before 1pm the same working day. But if you order after 1pm, your items will not be dispatched until the following day. If you order on Friday before 1pm, your items should be delivered on Monday. If your purchase is after 1pm on Friday your items are not picked up from us until Monday and hopefully will be delivered Tuesday. We cannot guarantee next working day delivery on all orders. These delays are out of our control and we cannot be held responsible for any delays. We will of course chase your order and offer any tracking insight when you contact us.

Payments

We currently accept the following methods of payment: PayPal and stripe ( VISA, Mastercard, AMEX ). If you would prefer to order over the phone, this can also be arranged please contact us.

If you would prefer to pay over the phone this can be arranged, please contact us and someone will be in touch.

We pay for high security on all pages of our website, especially our checkout pages. We offer the option of two payment portals: PayPal or stripe. Both are the industry leaders in security. Your card details are not stored anywhere, we do not at any point have access to your card details. You can request for your card details to be store on stripe for future use for a more speedy checkout experience. But this is not stored locally. This is stored with stripe themselves.

RLHomeDecor do not hold any personal card details.

No, all prices you see are what you will be charged at checkout. The only additional charge will be postage.

Returns

Yes, we accept returns on all items which are not handmade or personalised. Your order must be returned or declared damaged / unwanted within 14 days of your item being delivered. We do not cover the return postage on unwanted gifts. If an item is returned or declared damaged outside of these terms, we do have the right to not issue a refund.

If your order arrives damaged we will replace if possible or refund as long as a photo is provided, this needs to be reported with 14 days of your item being delivered.

RLHomeDecor do not cover the original, or return cost of an unwanted order.

 

Before returning an item please contact us to ensure that the return is logged within the 14 days of receiving your parcel.

All returns need to be packaged in the original packaging or a waterproof package to ensure the item arrives back in the same condition. Please include a brief note within the return parcel as to the reason why you are returning it, along with your order number and name.

The return address is:

RL HOME DECOR

9 St Ann's Staith

Whitby

North Yorkshire

YO21 3PW

Sale or reduced items are non refundable.

Please do not send a return to us without notifying us first. We are easily contactable via our contact us page.

Voucher Codes & Sale Items

No, sorry we cannot offer further discount on sale items.

If you forget to use a discount code we are sorry we can not honour the code against your order. But as long as you use it within the time frame of the code you can use it next time.

If your order has not been dispatched you can request to cancel your order.

General

We have access to your name, address, email address, contact number and the items you have bought along with which deliver option you chose. We do not hold any other data personally.

Cookies are active on our site for speed and to remember what is in your basket. Please see our cookies page for more details on cookies.

If this has happened, please contact us. as soon as possible. Normally this is due to an incorrect email entered at checkout. If an incorrect email has been entered, its not a problem we will be able to resend you all your order details once you give us the correct email. If this is not the case, please check your junk / spam, as sometimes your email provider see web based emails as spam / junk. Despite doing everything we can to stop this from happening it does on the odd occasion still happen. If this is not the issue, please contact us and we will check that your order has gone through.