Where will Ruff and Tumble deliver goods?
Ruff and Tumble deliver within the EU and the United States of America. If you are outside the EU and the United States please contact us at email@example.com to place an order.
What delivery method does Ruff and Tumble use?
For all UK orders we use Royal Mail. Your goods will usually arrive within 3-4 working days for most of the UK mainland but please allow 7 working days. If your delivery address is in the Scottish Highlands & Islands, Isle of Man and Northern Ireland. Delivery times may be extended, depending on where exactly you live.
For International Delivery we use Parcel Force to despatch your order. Please allow at least 14 days for your order to arrive.
If you have a problem with a delivery or with goods damaged in transit, email us at firstname.lastname@example.org
Delivering to your address
Once an order has been processed the delivery address for that order cannot be changed. We are also unable to redirect mail once an order has been processed.
For these reasons please supply us with a delivery address where there will be someone in to sign for your parcel. If there is nobody in when the postman calls, they will leave a card. You can collect your goods from your local branch or arrange a redelivery.
We will happily refund or exchange any item purchased from Ruff and Tumble within 60 days of receipt unless that item has been personalised.
Returned goods must be unused.
To help us deal with your return to us quickly and efficiently you must mark all returns as RETURNED GOODS. All returns must have your name, order number and reason for return included.
We will credit the card we have on file for you or your paypal account and this may take up to 10 working days to appear as cleared funds.
If you have any questions please contact email@example.com
What do I do if an item doesn’t fit or I don’t like the colour?
For UK customers please return it to us within 30 days – or the end of January in the case of unwanted Christmas presents. For International customers please return it to us within 40 days. Returned goods must be unused. Goods will be refunded by the method you used to pay for your order. This may take up to 10 working days to appear as cleared funds.
What do I do if an item is faulty when it’s delivered?
Return with an explanation of the fault, you name and order number. Once we receive the goods:-
1. If you request a refund we will refund you, by the method used to pay for the order (this may take up to 10 working days to appear as cleared funds) for the goods and postage.
2. If you requested a replacement we will despatch within 7 working days.
Who pays the postage on returned items?
If you return something due to it not fitting or being unsuitable, you will need to pay the postage costs to return it to us. If you return something due to it being faulty we will refund the postage costs. We recommend you use recorded delivery or registered post to return items so as to cover yourself against loss.
How quickly will Ruff and Tumble return?
We aim to process all returns within 7 working days.
What happens if Ruff and Tumble are out of stock on replacement?
If you paid for order by card – we will refund your card (this may take up to 10 working days to appear as cleared funds) for the goods and postage then despatch and recharge a replacement when it comes into stock.
How do I know if Ruff and Tumble has processed my return?
If you have not received your exchange or refund within 10 days please contact firstname.lastname@example.org
Customers outside of the UK must follow the instructions above along with our standard returns procedures. To help us deal with your return to us quickly and efficiently you must mark all returns as RETURNED GOODS