Please fill in the form below, our Client Advisors will be happy to email you back as soon as possible.

Before contacting us, we suggest taking a look at our FAQs where you will find answers to our most common questions.

Can I place an order over the phone?

If you need advice or assistance, please contact us. We are here to help.

How can I track my order?

Once you place your order, you will be able to follow its preparation, and see shipping updates in the My Account area.
We will also update you in real-time through the Order Confirmation email, and Shipping Confirmation email.

Can I cancel or modify my order?

As soon as you confirm your order, we start preparing the order to ensure timely delivery and we can no longer cancel or modify. Please consult our returns policy.

I missed a recent promotion, will you honour the price?

Our promotions are available for a limited period only, we are unable to extend promotions.

The product I want is out of stock, when will it be available?

Please use 'Notify Me When Available' on the product page to be instantly notified via email when the product is back in stock.

Which payment methods do you accept?

For UK orders we accept the following payment methods:
All major credit cards, including Visa, Mastercard, American Express, Maestro, Discover, and Diners Club.
Selected mobile payment methods, including Shop Pay, Apple Pay, Google Pay, PayPal and PayPal Pay in 3. For international orders we accept all regional credit cards and mobile payment methods.

Are payments secure?

Our UK checkout is managed by Shopify Payments. Shopify Payments is certified Level 1 PCI DSS compliant.
For international orders Rutlands has partnered with Global-e who are fully compliant with the PCI Data Security Standard (PCI DSS) and DPA (Data Protection Act).

Can I pay in installments?

Yes, you can pay in 3 installments through PayPal Pay in 3.
PayPal Pay in 3 lets you split your basket into 3 monthly payments.

My order is not being accepted, can you help?

Please make sure that the information inserted at checkout is correct. If the system still doesn't accept your order, please contact your bank as they may blocking the transaction.

Is VAT included in the final price?

VAT is included in the final price for all UK orders.

Will I receive a VAT invoice?

A VAT invoice is emailed on the day of shipping for all UK orders.

Can I open a trade account?

We do not operate trade accounts. All payments must be made via our website at point of purchase.

What are shipping times and costs to the UK?

UK orders placed before 4pm will be delivered the next working day with shipping costing £6.
Before 10am next working day delivery is £16, and Saturday delivery is £20.

What are shipping times and costs outside of UK?

We ship worldwide to over 200 countries. The total amount you pay includes all applicable customs duties & taxes. We guarantee no additional charges on delivery. You will be able to view the shipping cost and delivery time to your destination during the checkout process.

I've only received part of my order, when will I receive the rest?

Due to size or weight restrictions, your order may be shipped in multiple boxes. When this is the case, you will receive separate tracking information for each package. Please refer to your tracking information to confirm whether all parts of your order have been delivered.

Is a signature required for delivery?

For all orders weighing over 2kg, a signature will be required upon delivery. The courier will make up to several delivery attempts. In the event of numerous failed delivery attempts, your order will be automatically returned to Rutlands and a refund excluding the shipping cost will be processed.

How do I order for collection?

Simply select Pick up on the checkout, and we will email you when you order is ready.

Where do I collect?

Collection is from our distribution centre in Bakewell on Monday to Friday, from 8.30am to 5.30pm.
Our address is Rutlands Ltd, Deepdale Business Park, Bakewell, DE45 1GT.

Do you have a retail showroom?

We do not operate a retail showroom.

What is your return policy?

Unwanted goods can be returned within 30 days of delivery. Unwanted goods must be returned in a brand new condition and in their original packaging.
If you have received a damaged, faulty or incorrect item, please contact us.

Can I exchange for a different product?

Any unwanted goods can be returned for a refund only, not exchange.

How do I ship my return?

We recommend that you use a tracked service to return unwanted goods, should you need to trace your return. Please return to Rutlands Ltd, Deepdale Business Park, Bakewell, DE45 1GT along with a copy of the original invoice.

How are refunds issued?

Refunds are issued to the original payment method and processed within 5 days of receipt at our distribution centre.

I have forgotten my password?

If you have forgotten your password, click on the My Account icon and select the "Forgot Your Password?" option. You will be prompted to enter you email address. Click "Submit" and a link will be sent to your email address. Within 15 minutes, you should receive an email containing a password reset link where you can create a new password.

Can I modify or close my account?

You can update and modify your personal information in My Account.
If you wish to close your account, please contact us.

How do I receive Rutlands updates?

The best way to receive updates is by signing up to our newsletter, you can sign up on our homepage or via the footer on the bottom of any webpage.

Can you assist with my product?

If you need further assistance or if you have any questions about your product, please contact us.

Can I telephone you?

If you need further assistance, please contact us. We are here to help.

Can I order spare parts?

We do offer a limited range of consumable parts, please contact us with the product code and spare part you require.

How long is your warranty?

Rutlands® products have a 3 year warranty. In the event of a failure due to a material or manufacturing defect the product or its component will be replaced free of charge.

Do I need to register my warranty?

No registration is required. If you wish to make a warranty claim, simply contact us quoting your order number, along with details of the problem.

Are warrantees transferrable?

Our warranties apply to the original purchaser only, and are non-transferrable.

Where do I enter my promotional code?

Promotional codes must be entered at the checkout, the discount will be applied to the total order value.

My promotional code has expired, can I get a new one?

All promotional codes are active for a limited time only, once they have expired, we are unable to distribute a new code.

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