SHIPPING

First, we make it

Most RIP products are produced after you order them.

It means we're not sitting on mountains of unwanted stock, but it also means your order doesn't necessarily leave the next morning.

Typical production time is 2–7 business days.

That can include printing, embroidery, quality checks, packing and getting everything ready to go.

Drops, busy periods and holidays can sometimes take a little longer.

If there's a significant problem with your order, we'll contact you.

Then, we send it

UK

Once dispatched, standard UK delivery will usually take around 2–5 business days.

Remember:

Production time + delivery time = when it reaches you.

Paying for faster postage doesn't necessarily make the printing or embroidery happen faster unless we specifically say it does.

International

International delivery will typically take around 5–15 business days after dispatch.

Customs and local postal networks can make this longer.

Unfortunately, we haven't yet found a way to control international border agencies.

Who delivers it?

It depends.

We use different fulfilment partners and couriers depending on what you've ordered and where it's going.

That can include Royal Mail, Evri, DPD, DHL, UPS and other delivery partners.

Unless we've specifically promised a courier at checkout, we'll use the service we think is appropriate for your order.

Tracking

If your delivery service includes tracking, we'll send the details once your order has been dispatched.

Don't panic if tracking doesn't immediately do anything.

It can take a little while for the first scan to appear.

Your order might arrive separately

Some orders contain products made in different places.

That means you might receive two parcels rather than one.

You won't be charged extra postage because we've decided to split an order unless we've specifically agreed otherwise with you.

Running late?

Couriers occasionally have bad days too.

Weather, strikes, customs, operational problems and other events can cause delays outside our direct control.

But passing your parcel to a courier doesn't mean we've washed our hands of it.

Your order remains our responsibility until it's delivered to you as required by law.

If something looks wrong, email support@ripindustries.co.uk with your order number.

We'll investigate.

Lost parcels

Late doesn't automatically mean lost.

If tracking hasn't moved for a meaningful period or your parcel hasn't arrived within a reasonable time after its expected delivery date, get in touch.

We may investigate the delivery with the courier and ask you for reasonable information to help establish what's happened.

That might include checking:

• tracking information
• delivery photographs
• GPS or delivery scans where available
• the delivery address
• safe-place instructions
• information from the courier

This isn't about making you prove you didn't receive something.

It's about establishing what actually happened before sending another product or issuing a refund.

Any investigation won't affect the rights or remedies available to you under consumer law.

If the parcel is confirmed lost, we'll provide the appropriate remedy.

Check your address

Please check your delivery address before placing your order.

If you've made a mistake, contact us immediately.

If we can change it before the order enters production or dispatch, we will.

Once it's moving, we can't promise we'll be able to stop it.

If you've supplied an incorrect or incomplete address and that causes the delivery to fail, we may ask you to cover reasonable additional postage before sending it again where legally permitted.

If we've made the mistake, that's on us.

Safe places

If you ask the courier to leave your parcel somewhere specific, with a neighbour or make another delivery arrangement directly with them, we'll take that into account if the parcel is later reported missing.

We'll look at the available evidence rather than automatically assuming either side is at fault.

Choose your safe place wisely.

Behind the recycling bin isn't Fort Knox.

Arrived damaged?

Tell us as soon as reasonably possible.

Ideally within 48 hours.

That gives us the best chance of raising it with the courier or fulfilment partner while everything is still fresh.

Please keep the packaging and send:

• your order number
• photos of the product
• photos of the external packaging
• photos of any damaged internal packaging
• a quick explanation of what happened

The 48-hour request helps us investigate.

It doesn't remove your statutory rights if you contact us later.

Please keep the product and packaging until we've told you whether we need anything else.

Customs

International orders may attract customs duties, import taxes or local handling charges.

Unless we've specifically said otherwise at checkout, those charges are your responsibility.

They're set by your country, not RIP Industries.

We don't get the money and we can't control the amount.

Refused and failed deliveries

If a parcel comes back because delivery was refused, repeatedly missed or the address supplied was incorrect, we'll look at what happened.

Where the law allows, we may ask you to cover reasonable additional delivery costs before sending it again.

If the problem was caused by us, our fulfilment partner or the delivery company, that's different.

We'll deal with it.

The important bit

We're an independent business.

There aren't 400 people in a fulfilment centre waiting for your email.

But there are real people behind the business, and we'll deal with genuine delivery problems properly.

All we ask is the same in return.

support@ripindustries.co.uk