Delivery & Shipping
What delivery services does Ralph & Russo offer?
Ralph & Russo offer complimentary express worldwide shipping. In certain countries we also offer a wider choice of delivery options such as next day, same day, Saturday delivery and nominated day delivery.
How much does delivery cost?
We offer complimentary shipping worldwide. Should you wish to use another shipping option (which are currently only available in specific regions) the price will be shown at checkout.
How long will it take for my purchase to be delivered?
For any countries within the EU delivery can take around 2 - 3 working days (unless another delivery method has been selected). For shipments outside of the EU, delivery can take 2 - 5 working days. You will receive further information regarding your items delivery date on your order confirmation.
However, please do note that if you order a piece that is made using exotic materials then delivery can take between 6 - 8 weeks as pieces made using exotic materials require CITE documentation in order for it to be shipped outside of the UK. If you place an order for an item made using exotic materials, we will contact you to confirm the shipping arrangements after purchase.
What countries does Ralph & Russo ship to?
Ralph & Russo offer complimentary worldwide shipping and returns to most jurisdictions. Please note, there are some countries we can not shipped to. This list can be found in our Terms & Conditions.
Can it be delivered to work?
Yes, we are able to deliver to all addresses that are most convenient to you except PO Boxes. To do this, you need to ensure that during checkout you enter the correct address for shipping which may be different to your billing address.
Does Ralph & Russo deliver to PO Boxes?
We are currently unable to ship to PO Boxes.
Can I collect my order instead?
Unfortunately online orders cannot be collected from our retail destinations.
Can I amend my delivery address once the order has been placed?
Once your order has been placed, you cannot change the delivery address. However, should you need to do this, you can call our Client Care Team who will be able to assist further.
How can I track my order?
Once your order has been dispatched, you will receive an email containing your airway bill number (AWB) and a link to the tracking portal for the courier service being used for your shipment. You can also track your parcel using the Track Order function in the footer of this website.
If I did not receive an email how can I track my package?
If you have not received a dispatch confirmation e-mail, please contact our Client Care Team and they will be able to provide you with further information.
My order shows delivered and I did not receive my package. What should I do?
We take matters like these very seriously. If your package shows delivered and you have not received your order please contact our Client Care Team who will assist you further and raise an internal investigation.
Will my parcel be insured and will I have to sign for it?
Your online order is insured by Ralph & Russo during the time it is in transit and until it is delivered to your chosen delivery address. For security reasons, all purchases made on RalphandRusso.com require a signature for delivery and this is when the responsibility of the goods is passed to the consignee.
Will there be additional duties or taxes payable on my purchase?
Customers may be charged and will if so be responsible for import duty or tax costs. These costs will be invoiced to you directly from our Couriers or an import broker appointed by you. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.
Will all items from my order be shipped together?
Where possible, all items will be shipped in one shipment. However, as we fulfil some of our orders from our retails destinations internationally, there may be instances where the pieces you have selected are not all available in one retail location and therefore will be shipped separately. Should this be the case, our Client Care Team will be in contact to inform you of this.
Why are shipping restrictions applied to some items?
The shipping of certain products made using exotic materials, are restricted to specific countries due to the requirement of specific documentation such as CITES. For further information please contact our Client Care Team or refer to our Terms & Conditions.
What are CITES?
The convention on International Trade in Endangered Species of Wild Fauna and Flora is a treaty protecting wild plants or animals. The purpose of CITE is to control international trade so that species are not harmed. As per the CITE treaty, a permit is required for the importation or exportation of protected species. Therefore some of our pieces require CITE documentation when being purchased outside of the EU and documentation has to be applied for on a case by case basis. In some instance this application can take up to 8 weeks to obtain which will result in a prolonged delivery window.
