FAQs

How do I place an order?

• Placing an order is easy. Simply follow these steps:
• Shop our website by browsing through our product range
• Click on the image to access the individual item’s product page where you will be given information on sizing, colour options and availability.
• Add an item to your shopping basket by clicking the ‘Add to shopping basket’ button on the product page
• Review the items you have chosen in your shopping bag. To delete an item from your shopping bag, click on the ‘Remove’ button next to the item.
• You can continue shopping by selecting the ‘Continue Shopping’ button
• You can also view the items in your basket whilst you continue shopping, by clicking on the “Shopping Basket” option at the top of the homepage
• Please be advised that placing an item in your basket does not secure it for you and it can still be purchased by another customer. We therefore suggest that you complete your order as soon as possible
• If entering a promotional code, please ensure you click ‘apply’ in order to action the code.
• Complete your order by selecting “Checkout” and then follow the steps
• Should you need further assistance with placing an order please contact our Customer Services Team on support@radley.live, who would be happy to assist you.

Is it safe to use my card on your website?

We realise how important it is to securely store any information that you provide us. The Radley transactional web site currently uses high-level Secure Socket Layer (SSL) encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the security of your payment and personal details very seriously.

You can tell whether a webpage is secure as ‘https’ will replace the ‘http’ at the front of the support@radley.live in your browser address window, also a small locked padlock will appear in your browser window.

How can I search items I want online?

Simply use the ‘search’ engine on the website and type in the product code or a description of the item you are looking for.

We accept all major credit and debit cards, with the exception of Solo cards.

Do you have a catalogue you can send me?

We do not have a catalogue that we send out to customers. Product availability and new styles constantly update, so the best place to see what is available is our website.

Can I place my order by phone?

Our Order line is currently closed. Please place your order via the website

We are happy to take orders by support@radley.live from the USA. Our opening hours are 10am-5pm Monday – Friday (GMT/BST).

Can I place my order by fax?

We are unable to take orders by fax, but you can shop online or by phone with complete confidence. Our website uses sophisticated software to provide the highest level SSL encryption technology to secure your online payment.

I’ve just confirmed my order; can I amend or add other items to it?

Unfortunately, we are unable to add items to your order. You will need to complete a separate order to purchase the additional items.

Should you need further assistance with an order you have already placed, please contact our Customer Services Team on support@radley.live, who would be happy to assist you. If you email there may be a 48 hour delay in responding to you during busy periods.

Can I cancel my order?

Under the Distance Selling regulations you have the legal right to cancel your order within seven working days from the date of receipt of the merchandise if you send us a notice of cancellation in writing and return the merchandise to us. Please see the cancellation right section of our terms and conditions.

Can I have my order Gift Wrapped?

If you would like to send your order as a gift, you can select the gift wrap option at the delivery options stage of the ordering process. You will then be offered the opportunity to add a gift note with a personal message. Unfortunately we are unable to gift-wrap walker umbrellas, luggage, knee length boots and dog tags.

What is the exchange rate for overseas customers?

We charge you for your order in Pounds Sterling. Your card provider will apply the exchange rate when your card is charged.

Will I be charged VAT?

All prices are inclusive of VAT (where applicable) at the rate appropriate to the country of receipt, where within the EU, and are correct at the time of entering the information on to the system. The total cost of the order is the price of the products ordered plus the delivery charge.

Will I be able to claim a VAT Refund?

All total prices for goods and services at the checkout represent the total price payable by the customer for those items, regardless of the address for delivery. For deliveries to the EU, this price includes VAT (or VAT equivalent) at the current rate. Although this price is the same for deliveries outside the EU, where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU. Other components of the total price at the checkout, including delivery charge, may vary for each customer.

Will I be charged for local sales taxes and import duties on my purchase?

We ship to all countries outside of the EU on a DDU basis (Delivery Duty Unpaid). This means the recipient will be liable for any local sales taxes or import duties which may be charged on the purchase.Occasionally goods may be subject to delays, due to customs or weather. The customer is also responsible for providing any information required by customs to ensure the goods are cleared. Please click here to contact us if you have any questions relating to shipping to your country. Radley & Co cannot be held responsible should local customs authorities wish to confiscate any items or charge any import duty. The recipient is responsible for paying the duty.

Delivery

Will I be charged for local sales taxes and import duties on my purchase?

Please find delivery options and prices here.

For further details see our Terms and Conditions.

* Please note that deliveries to certain locations can take up to 2 days. For further details see our Terms and Conditions.

Where do you deliver to?

We deliver to all addresses in the UK, with the exception of the Channel Islands.

We also ship overseas. Please click here to see the countries that we deliver to.

We regret we are unable to deliver to P.O. Boxes and British Forces Post Offices.

How do I track my order?

Tracking is only available for UK orders. Unfortunately we cannot currently offer tracking for International orders, however please allow up to 5 working days for delivery.

When your order has been despatched, you will receive an email containing your tracking number, you can use this to view the status of your order within the My Account section of the site. If you have not registered an account you can save your details to make shopping at support@radley.live easier in future by registering .

If you have not received your tracking number, please contact Customer Services.

How will I know when my order is complete?

Once your order has been confirmed you will receive an email from Radley and your order goes into a queue to be processed for picking and packing. If you have an account, you will be able to view the status of your order at each stage of the process. Your order will go through three statuses before it arrives, these are:

Pending the order has been confirmed and it is waiting in a queue for your items to be picked.

Processing your goods are being picked and packed for dispatch.

Complete your goods are packed and on their way.

Do I have to sign for my parcel?

We use a signed for service with DPD so you will need to sign for the goods when they are delivered. In an event that you are not available DPD will return the goods to a local post office or attempt another delivery. They should leave you a card to indicate what course of action they have taken.

Returns

What is your Returns policy?

We hope that your order will be just what you want. However, if you change your mind about any products in your order you can return them for any reason within 28 days for a refund or exchange. Goods must be unused and in the original packaging. The delivery charge on the original order is non-refundable.

For any queries, please contact Customer Care on support@radley.live.

Do I have to pay for my return?

Please follow the relevant returns information for your order destination.

How do I return my item?

UK Customers

• Next to your items, please tick refund or replacement and select the reason for the return by selecting a reason code listed. It is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or a replacement. Without these details we won’t be able to take the action you want us to.
• Faulty products will be assessed and if appropriate we will either refund you the value of the product and the original delivery charge, or action a replacement for which you will not be charged the additional postage.
• Put the product (unused and in its original packaging including the dog tag, accessories, dust bag and labels) with this note inside the box and affix the free Royal Mail UK returns label.
• Drop off your parcel at your local Royal Mail post office and obtain Proof of Postage.
• Please ensure you ask for a stamped Certificate of Posting at the post office for all returns. Keep this in a safe place with the remaining part of the Despatch Note until you have received your refund as it is your proof of postage in the event of the goods being lost in transit.
• It can take up to 5 days for us to receive your return, depending on which postal service you use.
• We will contact you by email to let you know that your refund has been processed. All refunds will be made back to the payment card which was used to pay for the original order. We will let you know by email when your refund has been processed.
• Please note that refunds can take up to 15 working days to process from receipt by our Returns Department.

International Customers

• Next to your items, please tick refund or replacement and select the reason for the return by selecting a reason code listed. It is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or a replacement. Without these details we won’t be able to take the action you want us to.
• Faulty products will be assessed and if appropriate we will either refund you the value of the product and the original delivery charge, or action a replacement for which you will not be charged the additional postage.
• Put the product (unused and in its original packaging including the dog tag, accessories, dust bag and labels) with this note inside the box and affix the returns label overleaf.
• Please note that you will need to arrange and pay for the return of products to us. We recommend that you send your International parcel using a delivery service that insures you for the value of the goods. Radley cannot accept responsibility for International parcels lost in transit.
• It can take up to 14 days for us to receive your return, depending on which postal service you use.
• We will contact you by email to let you know that your refund has been processed. Please note that refunds can take up to 15 working days to process from receipt by our Returns Department.

I have lost the original returns paperwork, what do I do?

UK returns:

If you no longer have the pre-paid free returns label please use this link to generate a free pre-paid returns label.

Once you have obtained a new prepaid label please make sure that you include the following information inside the return:

• Order number
• Your name and address, including postcode
• Contact telephone number
• Email address

Reason for return:

• Too small
• Too big
• Wrong colour
• Damaged on receipt
• Wrong item received
• Not suitable
• Faulty
• Other

I bought multiple items and need to return one now but what happens if I need to return the others?

Please use your returns label to send back your unwanted item, if you need to return any further items please contact Customer Services quoting your web order number. We will arrange for a new returns label to be sent to you.

I returned my purchase to you with your free returns label I haven’t received my refund yet, how long should I be expected to wait?

Please allow up to 15 working days for your refund to be processed upon receipt of your returned item(s) as per our Terms and Conditions. Should your parcel not arrive back to us within this timescale, a full investigation with Royal Mail will be conducted before we proceed with your chosen return request.