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FAQ - Retail shoot

Rigby & Peller is committed to delivering an unparalleled shopping experience in our boutiques and online.

We value all customer feedback and love hearing from our customers. Your opinion matters to us and if you would like to offer your comments or suggestions for improvement, we would be only too happy to listen to them.

Please take a look at our frequently asked questions (FAQ) section first for questions or problems regarding our website, your shipment, your return or refund.

Haven’t found an answer? We are happy to help!

Please fill in the form below to contact our customer service team. Please allow two business days for our customer service team to respond to you..

Our customer service team can also be reached by telephone from Monday to Friday 8:30 am – 3 pm (excl. Bank Holidays).

You can reach our customer service team at 0207 078 3777

For general queries and to contact our Head Office in London please dial: 0207 399 0890 (available: Mon-Thu 8am-4pm | Fri 8am-3pm (excl. Bank Holidays)) You can also contact our UK boutiques on the boutique page.

Our customer service is closed over the weekend and on the following days: Monday 1 January 2024, Monday 1 April 2024, Wednesday 1 May 2024, Thursday 9 May 2024, Monday 20 May 2024, Thursday 15 August 2024, Friday 1 November 2024 and Wednesday 25 December 2024.

This website trades under the name 'Rigby & Peller' and is managed by the limited company Van de Velde, with registered address at Lageweg 4, 9260 Schellebelle, Belgium. Please note that no customs fees will need to be paid on your order.

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Frequently asked questions

Here you will find the answers to all of your questions!

Frequently asked questions

Online, Rigby & Peller sells PrimaDonna, Marie Jo, and Andres Sarda collections.

Rigby & Peller boutiques carry several luxury lingerie brands including PrimaDonna, Marie Jo, Andres Sarda, Empreinte, Simone Perele and Aubade. We also carry swimwear brands including PrimaDonna Swim, Marie Jo Swim, Andres Sarda Swim, Lenny and Gotex.

If you are interested in any of the brands that are sold exclusively in our boutiques, you can visit a boutique location or contact them by phone.

Please see our section ‘Fit advice’ under Expertise & advice.

Visit the detail page of the bra. Right below the product info you will find a list of all briefs in the same serie, so you can complete your set.

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.

All images 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.

We make every effort to ship your order as soon as possible. Therefore, it is no longer possible to change or cancel an order. If you have ordered an incorrect item, we recommend placing a new order and returning the current order. Is there an error in your delivery address? Then this can still be changed, provided your order has not yet been dispatched. Please contact our customer service as soon as possible.

We can store your Shopping Bag for you for a maximum period of 5 days.

To activate this functionality, you need to accept our Cookie Policy: click on the red triangle which appears in the bottom left corner - a window will then open explaining the advantages of our cookies: accept and close.

When you visit our website within 5 days using the same computer device, you will find your Shopping Bag intact.

We have no minimum ordering amount. However, we make deliveries free of charge on orders over £150 which is clearly stated on the section ‘Shipping & Delivery’ 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.

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.

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This Rigby & Peller website accepts the following payment methods:

  • Credit and debit cards: Visa, Mastercard, VPay and Maestro
  • PayPal
  • Google Pay
  • Apple Pay
  • Rigby & Peller Gift Vouchers

Please see our section Online Payments on this website for more information.

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 and will be recieved the same day they are ordered by email.

eVoucher codes cannot be used as a 'discount code' in the shopping cart. Please click on 'Continue ordering' and at the end of the ordering process, choose 'Pay with a gift voucher' as the payment method.

If you pay for your order by credit or debit card, payment is processed when your order is processed and shipped. You may see an authorization for payment on your account until payment is processed. If you pay for your order by PayPal, payment is processed when you complete and submit your order.

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.

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.

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.

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Please see the section Shipping & Delivery for applicable rates.

Please see the section 'Shipping & Delivery' for complete information on delivery lead times.

We work with DPD and UPS, who we selected for the fast and extremely reliable service.

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.

DPD delivery:

We will always inform you of our delivery day by text message or email. We even tell you the name of the DPD driver, as well as the position in their delivery queue. Is the day inconvenient for you? If so, you can change your delivery date, arrange to leave your parcel somewhere safe at the delivery address, deliver it to your neighbour, drop it off at your local Pickup parcelshop, or come to the depot to pick it up. We will send you another message on the delivery day, with an expected one hour time-slot.

UPS delivery:

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 +44-207-078-3777 or info@rigbyandpeller.com and we will arrange redelivery for you. It may take up to 48 hours for your parcel to be redelivered.

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 'Shipping & Delivery'.

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.

Please see our section 'Track your order' for more information.

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.

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.

We make every effort to ship your order as soon as possible. Therefore, it is no longer possible to change or cancel an order. If you have ordered an incorrect item, we recommend placing a new order and returning the current order. Is there an error in your delivery address? Then this can still be changed, provided your order has not yet been dispatched. Please contact our customer service as soon as possible.

Yes, all items purchased on Rigbyandpeller.com can be returned for a full refund. Returns must be made within 14 days of receiving your order. Items must be unworn, unwashed and with the tags attached. Returns should be registered online here. You will receive a prepaid UPS return label to ship your return.

No you cannot. Our stores cannot accept, process, refund or replace any returns.

Please see our 'Returns & Refunds' section for instructions on how to return goods to us.

Orders should be returned via UPS by taking your parcel to a UPS Access Point. Please 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.

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.

To request a new UPS return label, please contact customer service. Include your name and order number in the request so your order can be confirmed and the new UPS label will be emailed to you.

We make every effort to ship your order as soon as possible. Therefore, it is no longer possible to change or cancel an order. If you have ordered an incorrect item, we recommend placing a new order and returning the current order. Is there an error in your delivery address? Then this can still be changed, provided your order has not yet been dispatched. Please contact our customer service as soon as possible.

If you are having problems using our website please contact us on +44-207-078-3777 selecting Option 1, or email info@rigbyandpeller.com so that we are able to help you to place your order.