FREQUENTLY ASKED QUESTIONS
USING THE WEBSITE
I am having problems using the website - how do I place an order?
If you are having problems using our website please contact us on 0207 078 3777 selecting Option 1, or email email@example.com so that we are able to help you to place your order.
I am trying to order on an iPad but I get a white screen when I try to checkout or pay. What can I do?
When adding a product to my shopping bag or wish list, is this product being reserved for me?
No it is not. We assign stock to orders when an order is successfully completed and registered at our website. Within a few minutes of a successful order check out, the order will be registered in our stock management systems. Only then will stock be allocated at your order.
During your session at our website, we will inform you on the stock availability. If you see ‘limited stock’ or ‘last item’, we highly recommend that you place your order quickly.
How can I see available sizes and colours?
From our website’s homepage, start navigating to a category, for example ‘Lingerie’ or subcategory which you select from a dropdown menu.
From this result page, you will see on the left side of the screen various filters, including size and colour filters : you can select multiple filters. After each filter selection, the page will refresh publishing only those items that meet your filter choices.
Alternatively, you can navigate to a product detail page: you can use the colour and size drop down menus to see the available colours and sizes.
I want to see the briefs to match a bra – how do I do this?
There are two ways you can do this: If you click on the bra you will see other items in the range displayed below it –you will need to scroll down to view them. Alternatively, click on VIEW RANGE and this will show you all the matching briefs, other shapes of bra and any other products in the range (eg. bodies).
We also recommend you view the website in full screen mode as this will show you more of the page without having to scroll down. You can normally find this setting right at the top of the screen under VIEW – FULL SCREEN.
Are the colours shown on the website representative of reality ?
All pictures shown on our website are shot at high resolution under light conditions that reflect normal daylight. Hence, colours are rendered in a very realistic manner. However, variations between garment colours and what you see on your screen may be affected by your screen settings.
I am not sure about my size
Please see our section ‘Size Finder’ under Customer Service.
Can I make a wishlist with my favourite items ?
Yes, you can. On every product detail page, you will see the button ‘add to wish list’ : click this and the product will be added to your wish list.
In order to keep this wish list for future sessions, you need to register, which is possible even if you do not place an order.
To register, please use the ‘Sign-In’ button which appears at the top of every page on our website.
Once you are registered and signed-in, you are able to manage your wish lists. You can make multiple wish list.
You can share wish lists with your contacts on an individual wish list level.
Can I save my Shopping Bag for a later session ?
We can store your Shopping Bag for you for a maximum period of 5 days.
When you visit our website within 5 days using the same computer device, you will find your Shopping Bag intact.
Is there a minimum ordering amount ?
We have no minimum ordering amount. However, we make deliveries free of charge when ordering over a certain amount which is clearly stated on the section ‘Delivery & Dispatch’ under Customer Service, on each product detail page and in the information line which appears under the navigation ribbon at the top of every webpage.
How will I know you received my online order ?
Rigby & Peller will send you an automated email confirming your order has been placed (Acknowledgement of Receipt). If you have not received this email within one hour of placing your order, please call our customer service department to ensure that your order has been successful.
How can I cancel an order ?
You can cancel an order up to the moment we have prepared your order to be picked in our warehouse. Once your order is being processed in our warehouse, you can no longer cancel your order.
To cancel your order, please go to the My Account>My Orders section on our website, or click here : you will find a ‘cancel order’ button : on click, a cancelation request will be sent to our order fulfillment system: you will receive an e-mail within 5 minutes confirming your order has been cancelled. If your order could no longer be cancelled, because it is in progress, you will receive an instant notification on the web page.
How can I change an order ?
You cannot change orders on our Website. If you would like to modify your order, we advise you to cancel your order and place a new order.
Alternatively, you can call Customer Service. However, because we process orders extremely fast upon receipt, changes are only possible for a very short time. We highly recommend that you call Customer Service within 5 minutes of placing an order - see HELP for hours of operation. Outside of these hours or if Customer Service cannot be reached, we advise that you cancel your order and place a new order.
DISCOUNTS & PROMOTIONS
Can I redeem Rigby & Peller Gift Cards online ?
Our gift cards can only be redeemed in one of our physical stores, and can therefore not be redeemed in our online store.
Rigby & Peller eVouchers can be redeemed online to purchase any of the products from our website adn will be recieved the same day they are ordered by email.
There is a promotion on the online store, how can I use the promotion code and be sure my order meets the promotion requirements ?
Promotions on our website are either announced via a newsletter or directly on the website. In both cases, we mention the promotion code.
When placing an order, at the checkout page where you are asked to fill in or confirm your delivery address, and payment method, you will also find an area where you can fill in a promotion code.
Once you have filled in the promotion code, in the next check out step you will see an order summary, mentioning all promotions that have been accepted by our system. Promotion codes are accepted when your order meets the promotion conditions.
How can I pay for an online order at Rigby & Peller ?
Please see our section Online Payments on this website.
Is it safe to use my credit card and debit card or provide my bank details to Rigby & Peller online shop ?
Yes. To help ensure that your shopping experience is safe, simple and secure, Rigby & Peller uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your pc and our website.
SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way.
When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected.
If you are enrolled in the Visa Secure or Mastercard Secure programs, you will also need to enter your password to complete your transaction.
Has my payment been accepted ?
After you have successfully closed your checkout phase, you will receive an order confirmation email.
However, this is not confirmation that we have successfully processed your payment. For credit and debit card payment methods, it may happen that we do not obtain payment authorization from your bank. Usually, the denial of a payment authorization occurs within 1 working day from the time you placed an order. If payment authorization is denied, we will cancel your order and inform you via an automated mail.
Why has my payment been rejected ?
There are a number of reasons this may have occurred so you should carefully check the details you have entered and try again. Remember, the Invoice address you enter must match the address that your bank or credit card issuer has on record for you, otherwise your transaction may be declined by our Payment Service Provider even if your bank has authorized payment.
We do not take payment from you until the goods are despatched, however the funds will be reserved in your account at point of order so you may still see this on your bank statement even if we have not received payment. If the payment is rejected it will take approximately 4 working days for this authorisation code to drop off and release the funds again.
If you have checked and entered your details again, please contact either your card issuer or our customer services team for help. Do not enter your details multiple times as this may prevent your funds from being released for other transactions.
DELIVERY & DISPATCH
Can you ship outside of the UK ?
No, this website sells and ships exclusively to residents in the UK Mainland and to a UK delivery address.
We regret we cannot deliver to the Channel Islands or outside of the UK. However, we may be able to deliver from one of our stores depending upon availability of stock.
How much do you charge for delivery ?
Please see the section Dispatch & Delivery for applicable rates.
How quickly will my order arrive ?
Please see the section Dispatch & Delivery for complete information on delivery lead times.
Can I choose my delivery forwarder ?
We work exclusively with UPS, who we selected for the fast and extremely reliable service.
Can I choose my delivery address ?
Yes, your delivery address does not need to match your invoicing address.
One exception: we cannot deliver to a Rigby & Peller store.
You can keep multiple delivery addresses in your My Account section.
What happens if am not present at the delivery address during the first delivery attempt ?
If you are not home when the first delivery attempt is made your parcel will be taken to the nearest UPS Access Point™ for you to collect. The driver will leave a UPS InfoNotice® with details of where your parcel has been taken. Most UPS Access Point™ Locations are open late in the evenings and at weekends to make it easy for you to collect. Please take your UPS InfoNotice® with you to collect your parcel. If you would prefer for your parcel to be redelivered to a different address or at a time that is more convenient for you, you can call UPS Customer Service on 03457 877 877 and select Option 4. You will then need to enter your 12 digit UPS InfoNotice® number to arrange redelivery. Alternatively, you can contact the Rigby & Peller Team on 0207 078 3777 or firstname.lastname@example.org and we will arrange redelivery for you. It may take up to 48 hours for your parcel to be redelivered.
Can you deliver to a UPS Access Point™ ?
UPS will take your parcel to a UPS Access Point™ if they have tried to deliver to your home address and you are not in. There are over 3000 UPS Access Point™ locations in the UK, many of them open late evenings and at weekends.
Please also see our section Dispatch & Delivery.
Can you deliver my online order in a Rigby & Peller store ?
This is not possible. However, you can have your order delivered at any other address: at your home, at your office or at a friend or neighbour.
Can I choose the delivery date ?
We regret you cannot choose your delivery date with our current system. If you register for UPS MyChoice via their website, you will have more options, however registration may take several days so you should only register if you plan to use this function regularly.
Can you inform me on the status of my order’s delivery ?
Once you have successfully placed your order, you will receive a Delivery Dispatch email. This mail includes a UPS Track & Trace link: you will be directed to the UPS website page where you can follow the status and expected delivery of your parcel.
My order has not arrived what should I do?
Very occasionally, packages do get lost in transit. We are asked by our couriers to wait a total of fifteen working days before we can claim the package as lost. A package may arrive on the last day of this period, so a late order is not always a lost order.
If the order does not arrive within that time frame and the error can be traced to Rigby & Peller we are happy to replace the order at no charge to you.
Please note that if your package has been delivered to and signed for at the specified delivery address, Rigby & Peller cannot be held responsible and will be unable to replace the items.
Can I return an item that I do not like ?
Yes you can, respecting some requirements. Please note this right is limited in time. Please see our Returns section under our Terms & Conditions.
Can I return it to a Rigby & Peller store ?
No you cannot. Our stores cannot accept, process, refund or replace any returns.
Please see our Returns section for instructions on how to return goods to us.
How do I return one or more items ?
We have made returning easy. Please see our Returns section under our Terms & Conditions for full instructions.
How do I know you received my return shipment ?
We are in the process of changing our returns partner. Orders placed on or after 28/10/15 should be returned via UPS by taking your parcel to a UPS Access Point. For orders placed before 28/10/15 please organize a return shipment with Spring by taking your parcel to the Post Office. See the returns documentation included in your parcel for full details.
Please see our Returns & Refunds section for guidelines.
Returning this way guarantees a quick arrival of your parcel at our warehouse, and swift processing of your return.
You should receive an e-mail from us confirming the status of your return within 14 working days from the date you shipped your return. In case you have not received such an e-mail, please contact Customer Services.
How do you refund my return shipment ?
We will refund you via the same payment method which you used when placing your order. In case this would not be possible for any reason, we can refund you via bank transfer.