FAQs

How quickly will I receive a response to my inquiry?

We strive to reply to all messages and emails as swiftly as possible, handling them in the order they are received. Generally, you can expect a response within 24 hours.

Can I change my delivery address after placing an order?

If you realise there is an error in your delivery address, please contact us immediately with your order number. We will make every effort to update your address before the order is dispatched. However, as our warehouse processes orders within 24 hours on weekdays, we cannot guarantee changes once your order has been shipped.

How long does it take to process my order?

We aim to process orders within 24 hours on weekdays. During exceptionally busy periods, processing may take up to 1–3 working days.

Shipping Information

Orders are processed and dispatched Monday to Friday, excluding public holidays. Once dispatched, delivery typically takes 5–10 working days. For more details, please visit our Shipping page.

What happens if an item is out of stock?

If an item is unavailable, we will notify you by email with an estimated restock date. Should the item not become available within 14 days, your purchase will be automatically refunded.

What should I do if an item arrives damaged?

We apologise if your item has not arrived in perfect condition. Please contact us immediately with your order number, and we will assist you in resolving the issue as quickly as possible.

How can I track my order?

Visit the Track Your Order section on our website, located in the footer or main menu, and enter your tracking number to check your delivery status. If you have any questions, feel free to contact us.

Why isn’t my tracking number working?

Tracking numbers may only work for domestic shipments. If your tracking number is not functioning, please contact us so we can verify that your order has been dispatched correctly.

What should I do if an item is missing or damaged?

If your order arrives with a missing or damaged item, please contact us immediately. We offer a 30-day money-back guarantee and will work to resolve the issue promptly. You can reach us via our contact form or by emailing info@richmondlondon.co.uk.

How long does delivery take?

Delivery times depend on the destination and the distance from our warehouse. Orders placed by 5:00 PM (GMT) on weekdays are typically processed the same day and dispatched within one working day. Delivery usually takes 5–10 working days (Monday to Friday).

Which courier do you use?

For UK deliveries, we use Royal Mail.

What condition must products be in for a return?

All items must be returned unused, in their original packaging, and with all labels intact, exactly as received.

Is there a restocking fee for returns?

We do not charge restocking fees for any returns.

Who pays for return shipping?

We will cover the return shipping costs for items that are faulty or damaged. For all other returns, including exchanges, customers are responsible for return shipping costs.

Do you deliver everywhere?
We currently deliver only to the United Kingdom. For more details, please visit our Shipping page.

Do I need an account to place an order?
No, you do not need an account to make a purchase. You can check out as a guest.

What if I entered the wrong email address?
If you accidentally entered the wrong email address, please contact us immediately. We can update your email address, name, and delivery address, but we cannot change your order once it has been processed.

How secure is my online order?
We take your security very seriously. All payment details are encrypted using SSL technology, and your credit card information is never stored on our servers. Our website is secured to protect your personal information.

Can I change or cancel my order?
You can cancel your order within 1 hour of placing it by emailing us directly. Once the order has been packed or dispatched, we cannot cancel it. We reserve the right to accept or reject any order at our discretion.

Still have questions? Please get in touch with us:

Website Name: Richmond London

Address: IFZA Business Park, Premises No: 32006-001, Dubai Digital Park (DDP), Dubai, 00000, United Arab Emirates

Phone Number: +31623420069

Email: info@richmondlondon.co.uk

Contact Form: Click here

Customer Service: Monday to Friday: 8:00 AM - 6:00 PM GMT