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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 email@example.com, however, we cannot guarantee that our t
Do you ship to Europe?
We unfortunately do not ship outside the United Kingdom. This is a decision we have decided to make as a business. With Brexit being in place and the involvement of custom fees and taxes we were finding that the cost of getting the order to the customer was far to costly. We do apologise.
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.
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
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
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.
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
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.
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
I haven't received my email confirmation?
This could be for a number of reasons. Have we got your correct email address? It's not unusual for typos to be spotted! The other reason that you may not have had a confirmation yet is because a small number of orders are quarantined for financial checking. This is nothing to worry about, we just like to be vigilant to protect us as a business and, of course, protect our customers. If this is the case, your order should be released within 24 hours and the confirmation email will be on its
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.
I need an invoice can this be sent to me?
Yes, please contact us via our contact form with your details requesting this.
What payment methods do you accept?
Payment options Debit cards Credit cards Mobile payments ( G-Pay, Apple Pay) PayPal Amex
Can I place an order in store for home delivery?
Yes you would be able to do this ! If you want to visit the showroom to help yourself make a decision prior to purchase you would be able to come and view the model and order it in-store. If you do not have the car space to take this with yourself we can arrange delivery for you whilst you are here.
I have a pending payment with Paypal. Why is this?
As soon as Paypal release the funds for payment, we will proceed with your order and send it out to you.
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 :)
I purchased an item and realised it's the wrong one I wanted
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
Can my refund be done via alternative payment method ?
If we need to issue a refund to you, this will be issued via the original payment method. Due to money laundering laws we have to provide the refund to the original payment method. If you have closed your bank account your old bank will sort the funds for you as we will not be able to do this.
Do you offer gift wrapping service?
Unfortunately we don't offer gift wrapping service however we may in the near future.
Am I able to order something in-store for collection in-store?
Yes, if the item is in stock. Please do pop down to our showroom and we will be able to assist in store with your purchase :)
I ordered a driving license to my order do you put photo on the driving license?
For a drivers license purchase it will be filled in by customer once received. We do not fill these out before shipping.
Can I purchase battery warranty on a product after receiving?
Unfortunately you will not be able to purchase the battery warranty separately and this will need to be purchased at the time of order.
Can I reserve stock for in-store collection?
Yes if you contact us via live chat or email us at firstname.lastname@example.org with the model we will be able to reserve it for you for up to 24 hours. There may be peak periods such as Christmas where we would not be able to do this.
Are the prices online the same as the prices in store?
There are times when we run promotions that may mean prices do differ online and in store.
My battery warranty has not included with my order
If you have purchased the battery warranty with your order please do not panic if your order has arrived to you without this. We like to keep things paperless and have all the warranty details logged against your order. If you need to redeem a battery with your warranty , please do contact a member of the customer service team either via Live Chat or Email and they will be able to arrange the battery replacement for you.
Can I send a message with my order?
Unfortunately this is not a service that we offer at the present time. However, we are continually striving to improve our service and so we hope to be able to offer this in the future.
Can I place one order but have the items delivered to multiple addresses?
Sorry, no, this isn't possible. We can only accept one delivery address per order
Can we ship to USA?
We unfortunately do not deliver to the USA and do currently only deliver to Mainland UK.
Where is my order?
You will receive an email with the courier company your order has been sent with and your tracking number. DPD Tracking If your order has been sent with DPD you can track your order by going to https://www.dpd.co.uk/ Enter your tracking number on 'Track Your Parcel' and Track. If you are unable to see information on when this is being delivered we recommend getting in touch with DPD on **0121 275 0500 ** and they will be able to assist. FOR **Pallet Deliveries ** This can be tr