Are there any VAT charges on my order?
All the current Renshaw products are not subject to VAT charges, however VAT is charged on postage and packaging. All VAT charges are visible at the checkout.
What do I do if an item is out of stock?
If you would like to be informed when the product is back in stock, please click the stock notification button, which will inform you by email you when the products become available. Alternatively, check the website regularly for updated stock availability information. The product page will no longer display an out of stock notice when the product is available to order.
The products I ordered are not showing in “My Basket". What do I do?
Please contact our customer services team on email@example.com
How can I track my order?
Once you have placed your order you will automatically be sent a confirmation email that will include estimated delivery times. A further email will be sent once your order has been dispatched.
Can I change or amend my order details or delivery address?
Unfortunately once your order has been confirmed and dispatched we cannot make any changes to your order details or delivery address.
Account Set Up and Management
What personal information will I be required to provide before purchasing products?
We require your name, full postal address, email address and payment details.
How do I update my personal information?
Log in to your account and you have the option to amend your details.
Can I provide more than one delivery address?
Yes, you can save multiple delivery addresses to your account. Simply log in and you have the option to add additional address details.
Is my personal information secure?
We use SSL (Secure Socket Layer) to encrypt the communications between the website and our web server, keeping all your details safe. We also use Sage Pay, which meets the standard as a Level 1 PCI DSS compliant Payment Service Provider. Read more about this.
What do I do if I forget my username and password?
Your username is your email address. Should you forget your password, please click the password reminder button on the log in page, which will send a full password reminder to your email address.
How do I change my password?
Log in to your account where you will have the option to amend your password.
How will Renshaw use my data?
We will only make use of your data to contact you regarding any order you make through the Renshaw website. If you would like to receive further communications from Renshaw you can indicate this when you set up your account or alternatively sign up to our email newsletter.
How do I pay for the products ordered?
We accept payment by Visa and Mastercard credit or debit cards through Sage Pay. We will not charge your credit or debit card until we confirm your order.
Do you offer next day delivery?
Unfortunately, we don't offer next day delivery. Please refer to our Postage and Packaging page for full details on delivery times.
What postage and packaging will I be charged on my order?
The amount charged will depend on the weight of the products ordered and necessary packaging. Please refer to our Postage and Packaging page for details on costs. However, all orders over £30 will be delivered free of charge.
How long will my delivery take to arrive?
This will vary depending on the total size of your order and the selected delivery carrier. Please refer to our Postage and Packaging page for full details on delivery times.
How will my order be delivered?
Orders up to 1kg in total weight (including packaging) will be dispatched via Royal Mail. Orders over 1kg in total weight (including packaging) will be dispatched via UK Mail. Alternative courier services may be used when necessary. For more information please refer to our Postage and Packaging page for full details on delivery methods.
Do you offer international delivery?
We do not currently offer delivery outside the UK so please contact our Customer Services team at firstname.lastname@example.org for international delivery information.
What do I do if I experience an issue with my products?
If you experience an issue with your order, please contact our Customer Services team via the details made available on our Contact Us page.
When will I be refunded for any agreed returns?
We will process the refund due to you within 30 days of the day we confirmed to you via email that you are entitled to a refund. For more information, please visit our Terms and Conditions.
How will I be refunded for any agreed returns?
We will refund any money received from you using the same method originally used by you to pay for your purchase. For more information, please see our Terms and Conditions.