FREQUENTLY ASKED QUESTIONS
HOW LONG DOES DELIVERY TAKE?
Orders are normally processed and dispatched within 24–48 hours.
After dispatch, delivery usually takes approximately 7–12 working days.
Delivery times are estimates and may vary during busy sale periods, public holidays, customs checks or carrier delays.
WHERE ARE ORDERS DISPATCHED FROM?
Some orders are dispatched directly by our trusted international suppliers.
This may include suppliers located outside the United Kingdom, including in China.
This allows products to be sent directly to customers without unnecessary handling at an additional warehouse.
If your order contains multiple items, they may occasionally arrive in separate parcels.
DO YOU OFFER FREE DELIVERY?
Yes. R.V.H offers free tracked delivery on every order within the United Kingdom, with no minimum spend.
Once your order has been dispatched, you will receive your tracking information by email.
DO YOU ACCEPT RETURNS?
Yes. R.V.H offers a 30-day money-back guarantee.
You may request a return within 30 days of receiving your order by contacting:
Please do not send any items back before receiving the correct return instructions from our customer care team.
HOW DO I REQUEST A RETURN?
Email us at:
Please include:
- Your full name
- Your order number
- The email address used to place the order
- The reason for your return
- Clear photographs if the item is damaged, faulty or incorrect
Our customer care team will review your request and provide the correct return address and instructions.
WHO PAYS FOR RETURN DELIVERY?
For change-of-mind returns, sizing issues or unwanted items, the customer is responsible for the return delivery costs.
Some approved returns may need to be sent to an international return location, including a supplier in China. In this situation, the customer is responsible for arranging and paying for the return delivery.
If an item is confirmed to be faulty, damaged upon arrival, incorrect or not as described, R.V.H will provide an appropriate solution in accordance with applicable UK consumer law. This may include covering reasonable return costs where required.
WHEN WILL I RECEIVE MY REFUND?
Once your return has been received and inspected, we will notify you by email.
If approved, the refund will be processed to your original payment method.
We process approved refunds without undue delay and within the timeframe required by applicable UK consumer law. Your bank, card provider or payment provider may require additional time to credit the funds to your account.
WHAT IF MY ITEM IS FAULTY, DAMAGED OR INCORRECT?
Please contact us as soon as possible at:
Include your order number, a clear description of the issue and photographs showing the item, fault and packaging.
Our customer care team will review the issue and explain the available next steps.
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will receive an email containing your tracking information.
Please allow a short period for the tracking information to become active after receiving your dispatch confirmation.
If your tracking information has not updated for an extended period, contact us at:
CAN I CANCEL OR CHANGE MY ORDER?
If you need to cancel or amend your order, contact us as soon as possible at:
Orders are generally processed within 24–48 hours. We will do our best to accommodate your request, but changes or cancellations may no longer be possible once processing or dispatch has started.
HOW CAN I CONTACT R.V.H?
For questions about orders, delivery, sizing, returns or payments, contact our customer care team at:
Our customer care hours are Monday to Friday, 09:00–17:00 UK time. We aim to respond within 1–2 working days.