Delivery & Returns
Delivery
How long will it take to receive my order?
We aim to dispatch orders within 1-5 business days. Delivery time will vary depending upon your location and the size of your order.
How do I track my order?
You will receive a confirmation email when we receive your order. Please check your spam or junk folder if this is not received within a short time of placing the order. If this is the case, please mark the confirmation order email as not spam. This will allow you to see future messages. Once your order has been dispatched, you will receive another confirmation email with your tracking information.
Do you ship products internationally?
Yes, we do. But please note that shipping outside the United Kingdom will incur additional charges. Furthermore, the arrival shipping time to your location will take longer.
Contact our customer service team at reggieratandfriends@gmail.com. One of our customer service team members will respond within 1-3 business days with instructions.
Returns
Cancelling your Order and Returning the Products.
With the exception of ‘Personalised Copies’, you have the legal right to change your mind regarding your order without giving any reason. This must be within 14 days of receiving your order. If you choose to do this, you are responsible for the return delivery costs.
For personalised copies, please refer to our 'Terms and Conditions'.
To cancel and exercise your rights, you must tell us your decision. Please email our customer service team at reggieratandfriends@gmail.com saying you wish to cancel your order; ensure your name and order number are clearly shown.
Products that are damaged or defective upon delivery to you may be returned, including those that may have been delivered to you in error. You must specify in the email why they are being returned. Once we confirm the product is damaged or defective when delivered or in error. We will refund you the price paid for the product plus the original delivery costs (except when you only return some products from an order) and the cost of returning the product.
We reserve the right to refuse or exchange products returned to us that are not in resalable condition.
All refunds will be made to the original payment method.
Can I return items bought in partner e-commerce sites or retail stores?
Unfortunately, no. Any Reggie Rat and Friends or other branded items not purchased on the shop at reggieratandfriends.com are not eligible for exchange or return through our website. Please contact the retail store or e-commerce site directly to source options for exchange or return options. Or check their policy for further details. We apologise for any inconvenience in this matter.
How do I return an item/s?
You should return the item/s you wish to return to our customer service team within 14 days from the day on which we were informed you wish to return the item/s. Please use the return note; this will help us process your return. Please use the customer service label on the front of the delivery note and include it in your package; ensure all areas are complete to prevent return delays.
Who pays for the shipping on the return item/s?
You, the purchaser, will be responsible for paying all shipping costs for returning the item/s. Recorded delivery is recommended for safe return. Original shipping costs are non-refundable.
What if an item is damaged or defective?
Upon receiving an item/s that is damaged or defective, please email a photo of the item/s and the damaged or defective area to reggieratandfriends@gmail.com. Please include your name, email, and order number in your email to us. We will review the photo and contact you with further instructions. Once our customer service team has received the returned item/s, if upon inspection the item/s has been defaced or believe it to have had excessive use a and tear is visible, no refund will be given, nor the cost for returning the said item/s. It is the responsibility of the purchaser to ensure item/s are refunded in the same condition. For damaged or defective item/s please contact our customer service team if you wish to exchange the item/s.
What if I’ve received the item/s as a gift and I want to return the item/s?
Contact our customer service team at reggieratandfriends@gmail.com. One of our customer service team members will respond within 1-3 business days with instructions.
Exchanging your Products.
Please email our customer service team at reggieratandfriends@gmail.com.