Shipping policy
We ship to mainland UK, Northern Ireland, the Scottish Highlands and Islands, the Isle of Man and the Channel Islands. We do not currently ship outside the United Kingdom.
Dispatch
Orders placed before 4pm Monday to Friday start handling that working day. Orders placed after 4pm, at weekends or on bank holidays start the next working day. Handling itself takes 1 to 2 working days from there.
Delivery times
- Handling time: 1 to 2 working days
- Transit time: 4 to 9 working days
- Total estimated delivery: 5 to 11 working days
Working days are Monday to Friday and exclude bank holidays. Delivery estimates are estimates and not guarantees.
Where your order ships from
Every order ships directly from our supply partner's warehouse outside the UK. We hold no stock in a UK warehouse at present, and this policy will say so on the day that changes. Transit is 4 to 9 working days on top of 1 to 2 working days handling, which is why the estimate above is a range and not a next-day promise.
VAT and import charges
All prices include UK VAT at 20%. Delivery is free whatever you spend, so there is never a delivery charge to pay on arrival.
On orders over £135 the parcel is treated as a single import and the carrier may collect import VAT or duty at the door. That is a tax, not a delivery charge, and it is not something we add. If you are planning an order that size, email support@ruffdale.com first and we will sort it out for you.
Split deliveries
If your order contains items from more than one location they will arrive separately, each with its own tracking number. You are never charged twice for delivery.
Delivery cost
Delivery is free on every UK order, whatever you spend. There is no minimum, nothing is added at checkout, and there is no surcharge for the Scottish Highlands and Islands, Northern Ireland, the Isle of Man or the Channel Islands.
Tracking your order
You will receive an email with a tracking number as soon as your order is dispatched. Tracking can take 24 to 48 hours to show its first movement after the label is created. If you cannot find the email, please check your spam folder.
Delays
Carriers occasionally run late in bad weather and over the Christmas period. If your order has not arrived within 3 working days of the estimate above, email support@ruffdale.com with your order number and we will chase it for you.
Undeliverable parcels
If a parcel is returned to us because the address was incomplete or nobody was available to receive it, we will contact you to arrange redelivery. We do not charge you again for it.