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Deliveries & Returns
Anything related to delivery, returns and delivery tracking.
How long is my delivery going to take?
If you choose next day service at checkout and the order was placed Monday - Thursday before 1PM, then, you should expect delivery the very next day. If you live outside mainland UK, please refer to the postage service information which is displayed at checkout. In addition, you will receive a further email from our carriers once your product leaves our distribution center which will show you the exact delivery dat
My item is too small / too large what is the return process?
In this instance we would not cover the return costs unless we incorrectly advertised the age range. If we did do this please email firstname.lastname@example.org with the order number, model and details of where the incorrect information was. We will be more than happy to accept the return on the item within the 30 day period, however, please note it must be returned in the same condition it was sent in (brand new) and in original box, we can suggest parcel2go as they seem to be the cheapest. Our address
I've received a damaged product, what's next?
Firstly, this is heartbreaking for us as we work hard to avoid situations of this nature and secondly, we do recognise that things do happen and we will do our utmost to get you up and running as quickly as possible. 2 questions you need to ask yourself: Take an image of the entire product with the damaged part in view Take a close up image of the damage Take a photo of the packaging Our customer support team
I've had one of your items sitting for the past 3 months unopened, can I return it?
Generally, you have 30 days to arrange for the return of a product, however, contact our customer support team to see what they can do for you.
Will I receive my product next day in Northern Ireland?
No, orders shipped to Northern Ireland are on a 2-day service. As much as we would love to get orders delivered the next day, it’s too cost prohibitive to do so.
Do I need to pay custom fees for my delivery?
Yes, with Brexit now in place these charges are now mandatory for shipments made outside the UK. The courier company will contact you once the order has been dispatched for payment and will forward you across the invoice for the outstanding fees. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by RiiRoo. For more accurate information, we’d suggest getting in touch with your local c
Do you ship to the US ?
Unfortunately we don't ship to the US :( The reason for this is because goods have to go by air service and they don't allow it due to the product containing batteries. We are hoping to start selling in the US by 2022 so keep an eye on RiiRoo in the near future :)
Do you deliver to Ireland?
Yes, we deliver to Ireland. They will be sent out on a 2 day delivery service. If the location is to the Republic of Ireland, due to Brexit now being in place custom and duty fees will be require in order for the order to reach you. PPS or EORI number will also need to be confirmed from yourself for the customs paper work and we will also forward you over 2 forms to complete to return to us. A member of the customer service team will be in contact once the order has been placed to confirm
When will my order be dispatched?
If an order is placed before 1pm it is dispatched that same day. For UK mainland you will have the option for next day delivery check-out :) If you purchase an assembly service there is a chance we may not be able to dispatch same day if the order is placed before 1pm however customer service will send you an email to let you know if this is the case If you have any other further queries regarding dispatch please contact the customer service team via the contact form or live chat on our webs
How do I return my Item? How long does this take?
If you would like to return an item the reason for the return will determine if we cover the cost of the return. If there is any kind of issue with your order damage, faulty, missing parts, wrong item delivered we would of course arrange the collection or return label for you. If you are returning the item because you don't like it, changed mind, want to exchange for a different model, then you would arrange the return yourself. We will be more than happy to accept the return on the item wit
Can I contact the couriers?
We use 2 courier companies. If you do need to get in touch with either , please see below the courier contact telephone numbers. DPD Customer Service 0121 275 0500 **Action Express ** 01604 700400
Do you guarantee next day delivery?
If you order on express delivery before 1pm (Mon-Thur), we will process your order the same day and despatch on an overnight service. Delivery is then dependant on the couriers that we use, to deliver your parcel. Some very large items or orders with multiple toys in them may not be able to be delivered overnight as they may require a specialised courier service. If this is the case, your express delivery charge will be refunded to you.
I live in the UK Mainland but my delivery charge is high. Why is this?
Some postcodes in Scotland and the outlying islands are charged a higher delivery rate by our couriers. With island deliveries we do have to pass the higher charge on to our customers sadly as it would not be viable for us to take on these. We do cover some of the cost for you already so the price offered is already discounted from the full shipping cost we pay.
Collections can only take place Monday- Friday, 9 am - 5 pm. Unfortunately, time cannot be specified and someone must be home to meet the driver. The collection will only take place once if this is missed there will be a charge before the next collection is arranged.
What countries do you deliver to?
We deliver to Ireland Jersey Germany Netherlands Austria France Italy Spain (Mainland)
How can I re-arrange delivery if I missed it?
If you have missed a delivery you will need to re-arrange this and depending on which courier we use for your delivery will be depend on how you do it. We use 3 couriers Royal Mail - If you have missed a Royal Mail delivery you will have up to 2 weeks to go and get this from the sorting hub after this they will return the item to us. If it has been returned you will have to contact us via live chat or email@example.com to get us to re-send the shipment for you. DPD - If you have missed a DPD d
Do you guys deliver to a British Forces Post Office (BFPO) ?
No , we unfortunately are unable to deliver to a BFPO address.
If I ordered and paid for assembly is it assembled by you prior to despatch or does it get assembled once delivered to me?
If you have paid for assembly service, your product will be assembled in our store and delivered to you assembled.
Do I have to pay customs charges on my order?
Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by RiiRoo. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
Will you deliver to an alternative address?
For security reasons we are unable to change an address after an order has been placed. Please consider the best address for delivery before you confirm the order. If you have placed the order under the incorrect address we would have to cancel it and get you to re-order this. As we dispatch same day if you order before 1pm you will have a short time window to get in touch with us, so if you have done this please contact us via live chat on the website
Can I return an in-store purchase without a receipt?
Unfortunately we would not be able to accept a return on an in-store purchase without the receipt provided. Please do ensure this is brought back with your item. The normal return conditions apply so you will have to do this within your 30 day return period and the item will have to be new in the original packaging
Prior to the dispatch of your order you will receive an email to advise tracking information and delivery date for you order. On the day of the delivery you will also receive a text advising an eta the driver will be with you. We do use 2 couriers to send our orders out depending on the item and postal area. **DPD delivery failures **- DPD will attempt to deliver on 3 occasions , if on the third occasion the parcel is still not been successfully delivered , this will then be returned to
What to include in returns?
Everything. If you are returning an item for refund, please do ensure all items are included that were originally sent out to you. Please do ensure the charger and parental controller is included back. If you have accessories that you wish to also be refunded they will need to be returned also.
How long is delivery to Northern Ireland & Ireland?
Delivery for Northern Ireland is 2-3 working days Delivery to Ireland is 2-5 working days, this may be delayed if you do not pay the custom/duty fees to the courier straight away. If you do live in Ireland please ensure to keep an eye on your emails/texts after dispatch as the courier will contact you for these fees.
Can my item be left safe ?
Whether an item can be left safe will depend on the courier that we use. We use 3 different couriers Royal Mail - We are unable to leave safe as it's not signed delivery and will be posted (for small items) DPD - You can request on the DPD app for it to be left safe or with a neighbour. You will receive your tracking details at 5pm the day the order is dispatched so will be able to request this prior to delivery. Action Express - You are unable to leave Pallet deliveries safe unless reques
Do you deliver to Guernsey?
Yes we do deliver Guernsey Since Brexit there is custom/import fees for Guernsey. When selecting Guernsey you may have to choose France as your country as we were having some issues with the website where it would not accept the orders. This is being worked on by IT and this helpdesk will be updated to reflect once fixed.
Can I upgrade my delivery?
Once an order is confirmed there is a small chance where we may be able to change your delivery option. You will need to get in touch with us as soon as possible via our live chat to see if this is possible however it's best to be sure what shipping option you want before you confirm the order.
If I do not like my item can I exchange for alternative model?
Unfortunately we are unable to offer an exchange for items you do not like. If you do not like the item and wish to have a alternative model , please place a new order to receive the item of your choice and return the item following the below steps - We will be more than happy to accept the return on the item, however, please note it must be returned in the same condition it was sent in (brand new) and in original box, we can suggest parcel2go as they seem to be the cheapest. __ _Our addre
Do you deliver on weekends?
For our smaller boxed models that can be sent with DPD we offer a Saturday delivery service. This is priced at £9.99 Please do contact a member of the customer service team if you would like to know if your model can be sent out on this service.
Would the couriers leave my parcel with a neighbour?
If your order is being delivered by DPD you can request for this to be delivered to a neighbour through the DPD app. APC this option is not available, if you would like to request this to be delivered to a neighbour please get in touch via our live chat and we can advise if this is possible. ParcelForce this is also not possible, you can leave a note on your door to request this however this is not a guarantee that it will be followed. Royal Mail this is also not possible, you can leave
Is the packaging discreet ?
Unfortunately the packaging is not discreet all products will come with an image of the product inside and details of the product on the box. If you do need to hide this we would recommend arranging delivery for when you have some free time to wrap the item.
Will a signature be required upon delivery?
Yes, we require a signature for all deliveries made. If no one is available to sign the driver will take the order back to the depot , as this will not be left unattended.