Frequently asked questions

  • What payment methods do you accept?
  • Can I place an order without creating an account?
  • Can I return an item?
  • How much is shipping?
  • Where is my refund?
  • Where is my order confirmation?
  • How do I return an item?
  • When will my order arrive?
  • How do I cancel my order?
  • My order has arrived but it’s not as I expected. What can I do?
  • Can I track my order?
  • Can I alter my order?
  • What is resalable condition?
  • Why have I been charged duties or other taxes on my delivery?
  • Is there anything else I need to know about returns?
  • Where is my refund?

Ordering

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit Rahui London and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@rahui.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via sales@rahui.com, we may be able to cancel your order before it’s processed. To assist in a quick cancellation please put CANCEL ORDER clearly in the subject line. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

Shipping and Delivery

How much is shipping?

Shipping is free for all UK orders.

Where available, international delivery is £15 or free for orders over £300.

When will my order arrive?

Orders are dispatched by our small team as soon as possible and generally withing 2-3 business days.

UK orders are sent by Royal Mail 48 hour Tracked service.

International orders are sent by Royal Mail International Tracked service. Royal Mail aims to deliver in 3-5 working days to Europe and 5-7 working days to other Worldwide destinations.  Delivery times will vary depending on your destination and may be longer than anticipated due to Covid-19 related delays, please contact us for further information.

Please get in touch at sales@rahui.com if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Why have I been charged duties or other taxes on my delivery?

Rahui orders are shipped from the UK. Some countries may charge import duties or other taxes on products sent from abroad. Any import duty and taxes that may be incurred for shipping to certain countries outside of the UK are the responsibility of the customer. Please check with your local customs agency for further details.

Returns

Can I return an item?

You can absolutely return your item to us.

We accept returns of most products within 30 days as long as they are in a resalable condition and include all dust bags and tags.

Unfortunately unless the product is faulty we can’t accept returns of drink bottles unless they are still sealed in their original packaging (for hygiene reasons), personalised products (because they have your name on them…), or gift cards.

UK returns are free but for international returns we may charge a return fee of up to £25 to help cover the cost of the shipment.

How do I return an item?

Just drop us an email at returns@rahui.com with the subject line as ‘Return’ or ‘Exchange’ and the order number and we will guide you through the process.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team sales@rahui.com with the details.

If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in a resalable condition, in its original packaging with all labels attached.

What is resalable condition?

We know that you need to get to know your product before you decide if it is for you, so returned products don’t need to be unused, but to minimise waste all returns must be in resalable condition and include all dust bags and tags.

To judge if you think a return is in resalable condition ask yourself ‘Would you be happy to receive it if you bought it new? If the answer isn’t a clear yes then the product might not be suitable for returning.

Is there anything else I need to know about returns?

Original shipping costs, duties and taxes (where relevant) are non-refundable. If you refuse to pay any import taxes or customs duties and the product is returned to us, then we will refund the product when we receive it minus any costs or fees that have been incurred.

We love to talk to our customers, so it would be great if you could let us know the reason for returning, so we can make sure the next item you get from us is perfect.

Where is my refund?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Payment

What payment methods do you accept?

We accept all major credit cards as well as Shop Pay, Apple Pay, and Google Pay.

Where is my refund?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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