Order Queries
ORDER QUERIES
Queries about existing orders
- Please email customercare@rialine.co.uk with your order number, name and address.
- Please note there may be a delay in response over any bank holidays.
Faulty Items
- We are sorry if you have received an item which is not in perfect condition. However, if you have received a faulty/damaged product you may have a right to return them and request a replacement or refund. Faulty items must be returned within 30 days of receipt.
- Please email customercare@rialine.co.uk with the following information:
Your name
Your Order Details
Product Name
Picture of the fault
Description of the fault
Incorrect Item Received
We apologise if you have received an incorrect item in your order. Please email customercare@rialine.co.uk with your name, your order details, a photo so we can assist you further.
Missing Item
- We are sorry if we have missed an item, however sometimes an order can be split into 2 parcels. But for reassurance please contact customercare@rialine.co.uk with your name and order details.
- If your parcel seems to be damaged or tampered with then please take a photo and contact us on the above address.
I want to cancel my order
- If your order has already been dispatched, then we won’t be able to cancel your order. In this case you will need to return and request a refund.
- Please contact us to check the status of your order to check whether it is possible at customercare@rialine.co.uk with your order details.
I want to change my order
- Please note we are unable to change any payment or delivery method once you have placed your order.
- Once an order has been packed and dispatched the order cannot be changed, in which case you will have to return and request a refund.
- Please contact us at customercare@rialine.co.uk with your order details to check the status of your order to see if it can be amended.
For full details regarding Orders please refer to our Terms and Conditions page.