FAQ's

Delivery

How much does delivery cost?
Delivery costs are dependent on your location, delivery costs will be calculated at checkout - Standard UK delivery is charged at £4.95. Delivery is free for all UK orders over £50 (excludes special UK areas). We also offer a guaranteed next working day delivery service for UK customers, this is charged at £7.95. To see a full list of delivery charges, please click here.

How long will it take for my order to be delivered?
Your order will be delivered in 1-5 working days. We typically dispatch orders the next working day. In the unlikely event that there is an issue with your order, you will be contacted by email or phone.

Do you offer a next day delivery service?
Yes, we offer a guaranteed next working day delivery service for all orders placed before 1pm. Please note, this is not a service we can provide over the weekend or during busy sale times. This service is charged at £7.95.

Do you offer a weekend delivery service?
We offer a weekend delivery service at a charge of £15. Please note, this service is available to Mainland UK addresses only.

Can I collect my order?
Yes, you can collect your online order for free at either our Selby or Melton Mowbray stores. You’ll be notified once your order is ready to collect. Please do not arrive to collect your order before you have been notified. Please allow 1-5 working days for this.

Why are some products collect in-store only?
Unfortunately we are restricted by the length and weight of the parcels we dispatch. If your order can’t be delivered, it will be due to the size or weight. These products can be ordered online and collected in-store.

Do I need to sign for my delivery?
You only need to sign for your order if it has been placed with interest-free credit, otherwise you can arrange with DPD for the parcel to be left in a safe place or with a neighbour. R&R Country will not accept any liability for parcels left at the request of the customer.

What happens if I’m not in when the order is delivered?
Don’t worry, if you are not in when the delivery is attempted, DPD will leave a card specifying where your parcel has either been left or options on how to collect or get the parcel redelivered. You can pre-arrange with the DPD app for the parcel to be either left in a safe place or delivered to a neighbour if you are in. Please note, R&R Country accepts no liability for the loss or damage of parcels that are not signed for by the customer.

Can I collect my interest-free credit order in-store?
No, all interest-free credit orders need to be delivered to the billing address of the credit application and must be signed for by the recipient.

Can I change my delivery address?
If your order has not been dispatched yet, we can change the delivery address of your order. Just give us a call on 01757 633950. If your order has already been dispatched we will not be able to change the delivery address. Delivery addresses cannot be changed on interest-free credit orders.

Do you ship Internationally?
Due to Brexit, we are currently unable to offer our usual overseas delivery service. Please contact us on info@randrcountry.co.uk for a postage quote to your destination.

Returns

Can I return an item to you?
Yes, you can return any items from your order to us within 28 days of receiving your order. All sale items must be returned to us within 14 days of receiving your order. All items must be returned in their original resalable condition.

How do I return an item to you?
You can return smaller items using the Collect+ service or larger items can be returned using the DPD Collection service. If you choose to organise your own return please obtain proof of purchase and adequate insurance. You may also return items in-store. More details can be found on our returns page.

Do I have to pay for my return?
Yes you will have to pay to return an item to us. The pricing for this can be found on our returns page. If you paid for your order using PayPal you may be able to claim back your returns costs through your PayPal account.

Can I exchange any items from my order?
If you need to exchange an item please follow the returns procedure and return the unwanted item back to us and re-order the required item through our website. Your refund for the returned item will be processed as soon as we receive your return.

I’m over my 28 days, can I still return my order?
Unfortunately, we are unable to accept returns that are out of the 28 day returns period.

I want to return items from an interest-free credit order, what if it takes it under the £350 interest-free credit limit?
If you return an item and it takes you under the agreed credit limit, we would need to cancel the credit agreement with V12 and ask you to pay for your order in full upfront.

How long will my refund take?
We will process your refund once we have received your return. This could take up to 10 business days to appear in your account.

Can I claim back my return cost with PayPal?
PayPal will reimburse you for your return shipping costs up to 12 times per year at up at £15 each time. See our returns page for more details.

A tag has been left on one of my products, what should I do?
Please call us to discuss the best way forward.

Why is my refund amount different from the amount I paid initially?
If you returned your item(s) via Collect+ or DPD Collection, the charge for this service has been deducted from your refund total.

Do I need to include my returns form?
Please include your returns form so we know who has returned the parcel to us.

How will I know if my order is successful?
You should receive an order confirmation to the email address provided in your order.

Can I track my order?
Once your order has been dispatched you will receive an email with a tracking number on it for DPD.

Interest-Free Credit

Who is eligible to apply for finance?

Finance is available on orders of £350 or more, placed on our website.

You'll need to be:
  • 18 years or older.
  • A UK resident for 3 years or more/Permanent UK resident.
  • Able to make regular repayments by Direct Debit.
  • In regular employment (minimum of 16 hours per week) including self-employment, or in a permanent residence with your spouse/partner who's in regular employment*
  • Have a debit card or credit card in your name and registered to your address and have a bank or building society current account.
  • Other conditions may apply and we cannot guarantee that your application will be accepted.
* If you are retired and receive a pension, or registered disabled and unable to work, V12 Retail Finance may ask for proof of sufficient income.

How long will it take to apply?
You should get an instant answer on whether your application for finance has been successful. In some cases, V12 – our 3rd party financial services provider - will need to look at the application in more detail before making their decision.

What do I need to apply?
All you need to do is fill out the online form at the payment stage and add an electronic signature. It's important you use your full name and address details and make sure everything is spelt correctly. Please note, this is an online only finance option.

If your application is successful, you'll be asked to verify your identity by authorising a 50p transaction against a credit or debit card that you own. This helps protect you and us against fraudulent finance contracts. No money will be taken from your card; the details are only used to check that they are valid and registered to your address.

What happens if my application is declined?
Applications may not be accepted for a number of reasons, including mistyped information, or not meeting the specified requirements. Please note that other conditions may apply and we cannot guarantee that your application will be accepted.

If your application isn't successful, you can still purchase the item in full via PayPal or with a valid credit or debit card. If your application is declined, it’s usually for one of the following reasons:
  • you do not meet the eligibility criteria;
  • adverse credit reference agency information;
  • your credit score;
  • you are considered to be overcommitted financially; or
  • your existing account performance with other lenders.
  • If you wish to appeal the decision made by V12, it’s advised that you obtain an up to date copy of your credit report before appealing directly to V12. Due to data protection, all customer appeals must be emailed to underwriting@v12finance.com or for more advice, call V12 on 02920 468916.

Placing an order online

Can I place an order over the phone?

Unfortunately we don’t accept orders over the phone for your security. All orders must be processed on our website.

What payment methods can I use?
We accept a variety of different payment methods, including Visa, Maestro, Mastercard, JCB, PayPal, Amazon Pay and interest-free credit.

Why has my payment been declined?
There are a number of different reasons your payment may have been declined. Please get in touch with us on 01757 633950 so we can investigate it further for you.

Can I use an in-store gift card online?
Unfortunately in-store gift cards cannot be used online. However, we can convert them to an online gift card, please give us a ring on 01757 633950 to arrange this.

Can I use an online gift card in-store?
Yes, please bring the relevant paperwork in-store with you or show the email to a member of our in-store sales team.

Is it possible to order in a size or item that is not stocked on the website?
Yes, this may be possible if the supplier has the item in stock in the size you are requesting. Please email info@randrcountry.co.uk and we will look into this for you.

How do I know if an item is out of stock?
If the item you are looking for is out of stock, the website will show “Sold Out”.

I no longer need my order can I cancel it?
If your order has not been dispatched then you can call us to cancel your order. If your order has been dispatched then you should return it to us for a refund once you have received the parcel. See our returns page for more details.