FAQ


Can I place an order over the phone? 

Absolutely, our customer service team is happy to help with your order. Please call us. We are usually in the office from 10am to 5pm, 7 days a week. 

Can I change or add items to my order?

Yes, provided it hasn't already been shipped. To change an item after completing an order, please contact us and we will amend it for you.
 

Do I need an account to place an order?

No, you can checkout as a Guest. However, we recommend setting up an account for faster checkout process in the future. Creating an account is quick and easy. Follow this link to set up your account now.
 

Do you have a shop? 

Yes, we have two shops in the picturesque medieval village of Lavenham, Suffolk. Read about our Shops and how to visit us here.
 

How will my order be delivered? 

Retail Therapy offers FREE UK DELIVERY which may be via Royal Mail or another delivery partner such as DPD or UPS. We try to use the most efficient and quickest way. For international deliveries, we use delivery partners such as DPD, UPS and other reliable Couriers local to the destination.
We will update you with the Courier and tracking information for your order upon dispatch. For full information of delivery, click here.
 

My order has not arrived, where is it? 

You can track your order by visiting the Courier website and typing in the tracking number sent to you upon dispatch. Please consider the delivery time for your destination - you can see full delivery information here. If the expected delivery time has passed, please contact us quoting your order number and one of our sales team will happily check the progress of your parcel. 
 

I am an international customer. Will I be charged customs and import charges? 

For regions outside of the U.K, any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel and vary from country to country. Unfortunately, we have no control over these charges, and cannot tell you what the exact cost will be (if there is any). 
 

Do I have to pay for returning my item(s) if I would like an exchange or refund? 

Yes, if you are returning for an exchange or refund you will need to cover the postal costs back to Retail Therapy. We advise you use Royal Mail recorded delivery (for U.K Customers) to ensure we can track the package. If you are returning a faulty or wrong product, we will refund the postage. See our full returns policy here.

How long does it take to process my refund? 

All refunds will be processed no more than 1 working day from when your item(s) arrives back to our return address. Please allow for a further 5 working days for the refund to show up in your bank account as this will vary depending on the card issuer.
 

How long does it take to process my Exchange? 

All exchanges should take no more than 1 working days from when your item(s) arrives back to our return address. We will then post the exchange(s) back out to you which will take 3-5 days to deliver. If you need an exchange quickly, we recommend placing a new order for the product online, so it’s shipped instantly, and then requesting a refund for the item being sent back. If there is going to be a delay, we promise to let you know. 
 

What do I do if I have received a faulty product or the wrong item? 

Please email or call our customer service team to confirm the details of the order. In the unlikely event that we have sent the wrong item, we will arrange for the correct item to be sent out. Please include a proof of postage cost so we can refund that for you.