Delivery & Returns
This delivery policy gives details of the delivery methods, delivery periods and delivery charges that apply to any orders for our products made through our website. This policy is a legally binding document, and forms part of the contract of sale between you and us made under our terms and conditions of sale.
Please note that if your order has been made via PayPal we are unable to change or amend your address or delivery details.
At RAVEN ROCK the safety of our customers, staff and our 3rd party service providers is paramount at these uncertain times. As we use Royal mail as our postal service we will endeavour to fulfil all orders as promptly as we are able. Below is a up to date statement (This is updated daily):
Royal Mail remains open for business. The postal service is a key part of the UK’s infrastructure. We continue to work hard to collect, process and deliver as much mail and parcels as possible in difficult circumstances.
We will continue providing the best delivery service for you and protect the health of our people, and our customers. We have provided guidance to our people to help prevent the spread of any infection. We are doing so in line with preventative guidance from Public Health Authority. We have also made a series of adjustments to our parcel handling procedures and changed the opening hours of our Customer Service Points in our local delivery offices to keep our people and customers safe. We are keeping our ways of working under continuous review.
We thank you for your patience. We are working hard to deliver the UK’s mail in unprecedented times.
There are significant delays to a number of countries right now due to a lack of available transport links and suspension of certain country’s postal operations. We strongly advise not to send items to destinations listed as ‘On suspension’. For country by country updates click here
- Free delivery on all orders
- Royal Mail Tracked
- 2-5 working days after dispatch
- Delivery between 7am - 7pm
International Delivery (Please see if your country is not 'On Suspension' by clicking here:
- £8.00 Delivery on all orders
- Standard International Tracked
- 7-14 working days after dispatch
- Delivery between 7am - 7pm
- Please note: International customers may be charged taxes and duties by the customs of your country. Please check the country you are sending to for the custom duty threshold.
We make every effort to dispatch your order as soon as possible and ensure you receive your parcel in good time, however we do not guarantee delivery before the end of the specific period.
If you experience any problems with a delivery, please contact us by email to firstname.lastname@example.org. (Check all folders, spam etc, just in case our reply has not been delivered to your inbox).
If our delivery service provider is unable to deliver your products, and such failure is your fault and you do not collect your products from our delivery service provider within the time defined on the card left at your address, then we may agree to arrange for re-delivery of the products, providing that we reserve the right to charge you for the actual cost of the redelivery. An indicative list of the situations of failure to deliver are set out below:
You provided the wrong address for delivery.
There is a mistake in the address for delivery that was provided.
The address for delivery is not reasonably accessible.
The address for delivery cannot safely be accessed.
Where in person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
You do not pay the duty on your package.
This returns policy applies to all our customer world wide. This policy does not affect your statutory rights (such as your rights under the Consumer Rights Act 2015 and the Consumer Protection (Distance Selling) Regulations 2000).
Please Note: We regret we do not offer free returns at this time. Therefore the cost of returning your item (£2.80) will be deducted from your original payment amount.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must unworn with all the tags attached and in the original packaging.
If you are unsatisfied with your purchase you can return your item for an exchange or a full refund (minus postal cost of £2.80) within 14 days of receiving your goods.
Your parcel will contain a returns label for you to attach to the outside of your parcel. Please ensure you enclose the dispatch note inside the parcel so we can confirm who is returning the parcel and add a reason for return. Take the parcel to the post office who will scan the label and give you a return confirmation which you should keep in case of any queries.
If a parcel is returned without enclosing the correct returns paperwork we will not be able to identify the sender and therefore credit your refund. Please ensure all paperwork is included in the parcel and that the parcel is securely wrapped and sealed.
Once your return has been received and inspected, we will process your refund. If approved we will deduct the cost of returning the item (£2.80) and credit your account with the remaining balance owed.
PayPal customers please see your PayPal account for your free returns process, please retain proof of postage from the courier as this is needed as proof so you can request your return through PayPal. Only purchases made directly through PayPal are eligible for free returns via PayPal.
Free returns to selected countries when payment is made on PayPal. Including Australia, Austria, Belgium, Brazil, Bulgaria, Canada, China, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hong Kong, Hungary, India, Ireland, Israel, Italy, Latvia, Lithuania, Malaysia, Netherlands, Norway, Poland, Portugal, Romania, Russia, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Taiwan, USA, United Kindom.
For more information: https://www.paypal.com/uk/webapps/mpp/returns-on-paypal
If you are unsatisfied with your purchase you can return your item for an exchange or a full refund within 14 days of receiving your goods.
For International returns please send back to:
PO Box 213, Colwyn Bay, United Kingdom, LL29 0FH
We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy (excluding the costs of returning the product to us).
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we received your returned product.
Unless the item you are returning to us is deemed to be faulty you will not be refunded the postage cost on that order.
Please Contact our support team if you have any questions or problems regarding delivery or returns by emailing:
We offer 1 free exchange for size only of any product bought within 14 days of receiving your goods.
Send the item back to us unworn, in the same condition you received it. Tags attached and in all the original packaging. Make sure you enclose the delivery slip you received in the parcel and state the size exchange you require.