Shipping Policy
This policy explains how Rapelli processes, ships and delivers your order. If you have a question that is not answered here, email us at support@rapelli.co.
Order processing
Orders are processed and dispatched within 1–2 business days of being placed. Business days are Monday to Friday, excluding UK public holidays.
Orders placed at a weekend or on a public holiday are processed on the next business day. During sales, new launches and peak periods, processing may take slightly longer, and we will let you know if that is the case.
Delivery estimates
Once your order has been dispatched, delivery times depend on the destination and the service selected at checkout.
- United Kingdom: [Delivery times to be confirmed]
- Europe: [Delivery times to be confirmed]
- Rest of the world: [Delivery times to be confirmed]
All delivery times are estimates provided by our carriers and are not guaranteed. They are counted from the date of dispatch, not the date the order was placed.
Shipping costs
Shipping costs are calculated at checkout, based on your delivery address and the shipping method you choose. The exact cost is shown to you before you confirm and pay for your order.
[Shipping rates and any free delivery threshold to be confirmed]
Tracking your order
When your order is dispatched, we will send you a confirmation email. Where the service you selected includes tracking, that email will contain a tracking number and a link so you can follow your parcel.
Please allow up to 24 hours after dispatch for tracking information to update. If your tracking has not moved for several days, contact support@rapelli.co and we will look into it for you.
Customs, duties and import taxes
Orders delivered outside the United Kingdom may be subject to import duties, customs charges and local taxes. These charges are set by the destination country and are not included in the price you pay at checkout unless the checkout expressly states otherwise.
Any such charges are the responsibility of the recipient. We have no control over these charges and cannot predict their amount. If a parcel is refused at customs or returned to us because charges were not paid, any costs we incur may be deducted from your refund.
Delays
Occasionally deliveries are delayed by events outside our control, such as carrier backlogs, severe weather, customs inspections, strikes or public holidays. We will always do what we can to help, but we cannot be held responsible for delays caused by the carrier or by circumstances beyond our reasonable control.
Incorrect or incomplete addresses
Please check your delivery address carefully before completing your order. We are not able to change an address once an order has been dispatched.
If you spot a mistake, email support@rapelli.co immediately with your order number, and we will try to correct it before dispatch, though we cannot guarantee this.
If a parcel is returned to us because the address was incorrect or incomplete, or because it was not collected from a depot, we will contact you to arrange redelivery. A further delivery charge may apply.
Lost, missing or damaged parcels
If your tracking shows your parcel as delivered but you have not received it, please:
- Check any safe places, porches and outbuildings
- Ask neighbours and anyone else at the address
- Check for a card or notification from the carrier
If you still cannot find it, contact support@rapelli.co with your order number and we will open an investigation with the carrier. Carriers usually require a short waiting period before a parcel can be declared lost.
If your parcel arrives damaged, contact us within a reasonable time with photographs of the packaging and the items, and we will put it right.
Multiple shipments
Occasionally items in the same order are dispatched separately. If this happens, you will receive a separate confirmation and tracking for each parcel, at no extra cost to you.
Contact
For any question about shipping or delivery, email support@rapelli.co, quoting your order number. We aim to respond within 24–48 hours.