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Orders & Payments
Anything related to orders, payments and cancellations.
How do I cancel an order?
If you need to cancel an order our first recommendation would be to contact us via Live Chat on the website. The reason being this will have to fastest response time and will help us in reaching the cancellation in time. If you order before 1pm your order get's dispatched the same day so it's not always possible to reach the cancellation in-time. You can also email us at firstname.lastname@example.org, however, we cannot guarantee that our team will reach your cancellation message in time before the order i
How do I place an order?
You have a variety of ways to order with us with, however, the prefered method for our customers seems to be our beautiful online store. If you’d rather order by speaking to a human, we also can take orders over the phone! We have tried to make the order process as intuitive and efficient as possible. Below we will detail t
Do you ship to Europe?
Yes, we do! Below are the countries we ship to in Europe. If you have any questions, feel free to contact our support team. Austria Belgium Czech Republic Denmark Estonia Finland France Germany Greece (Mainland Only) Hungary Ireland Italy (Mainland Only) Liechtenstein Lithuania Luxembourg Monaco Netherlands Norway Poland Portugal (Mainland Only) Romania Spain (Mainland Only) Sweden If you have any questions, please feel free to get in touch with o
Can I amend an order?
It isn’t always possible to amend an order after it has been placed due to the speed in which they are processed. If you would like to know whether an order can be amended or cancelled please contact our support team via chat, phone or email.
Who covers the return postage costs?
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
Order not processed but payment taken ?
If you have not received an email confirmation with your order number this means the order was not processed. The funds will show taken from your account however and will go to pending as the payment was attempted to be taken but as they couldn't be processed they will go back into your account once they have left pending. The most common reason for a failed payment is usually a detail was incorrect on the card or billing information such as incorrect billing address or incorrect security code.
I have received my order and parts are missing
I am really sorry to hear that you have received your order with missing parts Please contact a member of the customer service team either via live chat or email and they will be able to assist. Please specify from the manual what parts you require and we will be able to take it from there. We will need a part number, page number and part name on the manual. Please also include your postcode in the message in order for us to find your order.
How come my ZIP is not allowing me the full amount ?
Here at RiiRoo we offer up a Zip payment plan for orders under £1000 for 4 interest free monthly payments. Like all credit however everybody will have a personal allowance of how much they can be authorised for on credit so if you are not getting approved for the full £1000 you would need to contact Zip to query this. Zip is the finance provider and will not have information regarding your order status. Please always contact the retailer directly about your purchases.
Can I place an order over the phone ?
As of the moment we do not have a phone line as we are trailing running a live chat in place of this as the customer satisfaction and response times appear to be much greater using a live chat. We can on certain requests place an order over the phone if a customer service agent is available to make a call to you. If we do call you it would be from a private number. There is one limitation to phone orders and that is we can only ship to the billing address, meaning if you're having it delive
What is ZIP ?
Zip is a buy now, pay later personal finance product that lets you own the way you pay at your favourite retailers in the United Kingdom and around the world. We offer 4 interest free monthly payments for orders up to £1000. ZIP
Can I change my address once order is placed?
Unfortunately not. Once a order has been confirmed and placed we are unable to change any of the information supplied. If you were to email our customer service team, they will be able to check with the warehouse to see if the order can be cancelled. We would then issue you a full refund and advise you to replace the order with the correct address :)
Can I come and collect my order?
Once an order has been placed we are unable to change this to click and collect. However if you were to contact our customer services team they will see if they are able to cancel the delivery and order for you. They will then be able to advise the showroom opening times and place the order for you in store.