FAQs
Shipping
How long does shipping take?
All UK orders are shipped within 1-3 business days after an order is placed. The order will be delivered the next working day after it's dispatched.
My package was lost/stolen
We ship all order with Royal Mail's Tracked 24 service. Once the package has left our warehouse, Russell + White cannot be held accountable for lost, stolen or mis-delivered packages, but we want you to have the best possible experience with our company.
Please reach out to Royal Mail and see if they have any insight. If they are unable to assist, please contact us so we can work with you to resolve this.
Do you offer international shipping?
For international shipping costs please chat with us using the Chat button or contact us for a quote.
Payments
What forms of payment do you accept?
We accept all major credit cards as well as PayPal and Klarna.
Why was my order cancelled?
Although this rarely occurs, we will occasionally cancel orders under the suspicion of fraud. We have metrics in place to protect all of our customers and if flags are raised, an order cancellation may be necessary. If this does occur, we will contact you immediately with an explanation.
Russell + White reserves the right to cancel any order.
Returns
How can I return or exchange my order?
If you aren’t satisfied with your purchase please let us know via the Chat button or contact us within 14 days of purchase. We will exchange/refund less shipping costs, only if products are unused and in the same condition they were sent/received. Please note we are not responsible for any damage in transit of returned goods and recommend returning your items via registered post. Buyers are responsible for return postage. We do not accept returns on any products purchased on sale. Please note this refund policy applies to buyers in the European Union only.
What if my product arrived damaged?
We take every precaution to ensure your product arrives to you as quickly and safely as possible, however on rare occasion, breakage does occur in transit. If this has happened, please send us an email at online@russellandwhite.co.uk with the following:
- Photos of the packaging and product if possible
- The quantity of broken items
- The order number and we'll work on a replacement ASAP
Orders
Can I add a gift note?
Absolutely! As you add an item to your cart, you'll notice that there is an option to "Add a note or gift message" right before you proceed to checkout. Be sure to hit proceed right after so that you checkout and get the order started!
If you want to add a gift note after you place an order, get in touch via the Chat button or contact us.
Can I include a gift receipt?
We understand that the majority of our orders are meant as gifts for friends and family, so we ensure that no financial information is included on the invoice so that your recipient won't know any sort of cost for the item.
I entered the wrong shipping address. Can I change it?
Please contact us as soon as possible to change the shipping address. We can't guarantee that the address can be changed due to the fact that the order might have already been dispatched.
Russell + White is not responsible for mis-delivered packages if the wrong shipping address is added to an order. If this happens, redelivering the order will incur a charge.