Delivery & Returns
Our delivery options vary by shipping destination, product and service.
Delivery Carriers and Time
Deliveries will be carried out by third-party couriers. By placing an order on the website, you agree to the conditions of carriage of our delivery partners.
The estimated delivery date of the products will be stated in your order confirmation email. If you do not receive an estimated delivery date from us, we will deliver the order within 15 days after the date of dispatch. We will try to ensure that your order is delivered by the estimated delivery date; however, there may be circumstances where delivery is delayed because of events beyond our reasonable control. If this happens, we will try and arrange for your products to be delivered as soon as possible; however, we will not be liable for any losses caused as a result of such delay.
In certain circumstances, our delivery partner may offer alternative delivery options, including provides the following options: signature release – opting out of the requirement to provide a signature on delivery; and/or leave with neighbour – redirecting the delivery to a neighbour (‘On Demand Delivery Service’). By selecting to receive your order via one of these options the On Demand Delivery Service, you acknowledge and agree that we are neither responsible or liable for any loss or damage that may result from this service.
Nominated Day Delivery
The nominated delivery day will be stated in your order confirmation email.
On occasion, we may experience delivery delays for reasons beyond our control. In those instances, our Customer Service team will contact you as soon as possible.
Delivery Taxes & Duties
Depending on your delivery address, different taxation rules and additional charges may apply. If you are shipping items internationally, you may need to pay import duties upon receipt of the products. However all our prices shown on the website include estimated local duties and taxation charges.
For US customers, we do not collect sales or use tax in all states. Your purchase may be subject to sales or use tax, unless your state is exempt from taxation. Many states require a sales/use tax return filing at the end of the year for taxable purchases that were not taxed (including internet purchases) and payment of use tax on those purchases. For more details, please contact your local customs office/respective tax authority.
It is your responsibility to comply with all requirements imposed by the local Customs authority in relation to your order. This may include the provision of identification information in order to receive your order. Before placing an order, we recommend that you make yourself aware of local import duties or other requirements. We will not be liable or responsible if you breach any such laws.
Certain countries may also require other certification or information for your order to be delivered, which may delay your delivery (by approximately seven days on top of the destination’s standard delivery time). Please note: if we are unable to obtain the relevant documentation required for your delivery, we may need to cancel your order.
Online Returns and Cancellations
Please see RFL’s Returns Policy in section 5.4 of our Terms & Conditions for information on returns and exchanges.
We offer a full refund (excluding delivery costs) on any items returned to us within 14 days of the delivery date. Most items will be delivered by DHL worldwide and include a returns note to enable you to return items to us easily.
Depending on where you live, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or equivalent consumer legislation in the EU. You are entitled to cancel your order within 14 days of receipt.
Once the products are returned to us, you will receive a full refund, including the original delivery costs. You will be liable to arrange and cover the full cost of returning the order to us.
To exercise this right, please contact our Customer Service team. Please ensure that you state clearly that you wish to cancel, providing your order number, your contact details and details of the products you wish to cancel.
If an order has already been dispatched for delivery, please wait until you have received your order before exercising your return rights.
Refunds of Shipping and Duties
While we offer free returns for all orders, the original delivery cost will not be included in your refund. Please note: if you return an item, the taxes and import duties will be refunded to you if they were originally included in the purchase price. If they were not included, you will be responsible for reclaiming duty directly from your local Customs office.