Frequently Asked Questions

DELIVERY
When will I receive my order?

Delivery OptionTimingPriceCommentsOrder by
Standard UK Delivery Up to 5 working days £3.50 Free on orders over £40 5pm
Next Working Day UK Delivery next working day £4.95 Free on orders over £40 Orders placed before 7pm on a Saturday will be delivered on Monday. Orders placed after 7pm on a Saturday will be delivered on a Tuesday
Named Day UK Delivery Date of your choice £6.95 Mon - Fri (excluding Bank Holidays) 4pm
Deliver To Store 5-7 days Free Available for collection at most Ryman stores 3pm
Saturday UK Delivery Saturday £8.95 4pm Friday
Scottish and Scottish Isles Post Codes: IV1-56, 63 2-5 days £11.95 No Next Day or Saturday Service 5pm
Scottish and Scottish Isles Post Codes: KA27-28, ZE 2-5 days £11.95 No Next Day or Saturday Service 5pm
Scottish and Scottish Isles Post Codes: KW1-3, KW5-17, PA20-78, PA80, PH17-26, PH30-50 2-5 days £11.95 No Next Day or Saturday Service 5pm
Republic of Ireland 2-5 days £11.95 No Next Day or Saturday Service 5pm
Isle of Man Post Codes: IM1-9, IM99 2-5 days £11.95 No Saturday Delivery 5pm
Channel Isles Post Codes: JE1-4, GY1-9 2-5 days £11.95 No Next Day or Saturday Service 5pm
Isles of Scilly Postcodes: TR21-25 2-5 days £11.95 No Next Day or Saturday Service 5pm
Northern Ireland 2-5 days £11.95 No Next Day or Saturday Service 5pm
Outer Hebrides Postcodes: HS1-9 2-5 days £11.95 No Next Day or Saturday Service 5pm
Standard UK Delivery: 
Timing Up to 5 working days
Price £2.90
Comments Free on orders over £30
Order by 5pm
Next Working Day UK Delivery: 
Timing Next working day
Price £3.40
Comments Free on orders over £30
Order by Orders placed before 7pm on a Saturday will be delivered on Monday. Orders placed after 7pm on a Saturday will be delivered on a Tuesday
Named Day UK Delivery: 
Timing Date of your choice
Price £6.95
Comments Mon - Fri (excluding Bank Holidays)
Order by 5pm
Deliver To Store: 
Timing 5-7 days
Price Free
Comments Available for collection at most Ryman stores
Order by 3pm
Saturday UK Delivery: 
Timing Saturday
Price £8.95
Comments
Order by 5pm Friday
Scottish and Scottish Isles Post Codes: IV1-56, 63: 
Timing 2-5 days
Price £11.95
Comments No Next Day or Saturday Service
Order by 5pm
Scottish and Scottish Isles Post Codes: KA27-28, ZE: 
Timing 2-5 days
Price £11.95
Comments No Next Day or Saturday Service
Order by 5pm
Scottish and Scottish Isles Post Codes: KW1-3, KW5-17, PA20-78, PA80, PH17-26, PH30-50 : 
Timing 2-5 days
Price £11.95
Comments No Next Day or Saturday Service
Order by 5pm
Republic of Ireland: 
Timing 2-5 days
Price £11.95
Comments No Next Day or Saturday Service
Order by 5pm
Isle of Man Post Codes: IM1-9, IM99: 
Timing 2-5 days
Price £11.95
Comments No Saturday Delivery
Order by 5pm
Channel Isles Post Codes: JE1-4, GY1-9: 
Timing 2-5 days
Price £11.95
Comments No Next Day or Saturday Service
Order by 5pm
Isles of Scilly Postcodes: TR21-25: 
Timing 2-5 days
Price £11.95
Comments No Next Day or Saturday Service
Order by 5pm
Northern Ireland: 
Timing 2-5 days
Price £10.95
Comments No Next Day or Saturday Service
Order by 5pm
Outer Hebrides Postcodes: HS1-9: 
Timing 2-5 days
Price £11.95
Comments No Next Day or Saturday Service
Order by 5pm

What happens if I am out?

All items delivered by Hermes, Parcelforce or Nightfreight will need to be signed for, however, if no one is available to accept delivery at the specified delivery address, the package will be returned to your local delivery depot and a card will be left detailing how to arrange redelivery of your order. For orders shipped via Royal Mail and cannot be posted or accepted, a card will be left and these can be collected at your local Royal Mail Sorting Office.

Can I collect my order?

If you have opted to have your order delivered to one of our Ryman Stores, it will take 5 – 7 working days. When your order arrives in store, we will contact you by phone to advise your order is ready for collection. Your order will be held for 14 days. If in this time your order is not collected, it will be returned to our warehouse and a refund will be processed in accordance with our RETURNS POLICY.

When collecting your order, to protect you against fraud, please bring the following items with you:
Proof of Purchase – a printout of your order confirmation, confirmation email or Invoice.
Suitable ID – Driving licence, Passport or a payment card.

If you would like someone else to collect your order on your behalf, this is not a problem. You will need to advise us when we call, to tell you, your order is ready for collection. The named collector will need to bring in:

Your Proof of Purchase – a printout of your order confirmation, confirmation email or Invoice.
Suitable ID – Their own Driving licence, Passport or a payment card with their name on it.

Do you deliver internationally?

Unfortunately, we are unable to process orders for international delivery via the website. To place an order for international delivery, please call our sales team on 0800 801 901 (9am - 7:00pm, Monday to Friday)

Deliveries are charged based on weight and destination and can take between 3 and 15 working days. We will send you an email advising of the delivery costs before processing the order and any additional cost will be charged to your card/account, if applicable.

RETURNS
How do I return an item online?

Returns can be made a number of ways:
Collection
If you want us to arrange your return to be collected, please contact us on 0800 801 901. Please be advised a handling charge may apply.
Post
If you return your order by post, we recommend that you return the goods by registered post so that you have proof of postage, as we cannot be held responsible for any parcels going missing during the transit.

Please return the goods to the following address with a copy of your invoice attached: Ryman Online Returns, Ryman House, Savoy Road, Crewe Cheshire, CW1 6NA
In store
All purchases can be returned to any of our Ryman stores nationwide, with the exception of Furniture orders and purchases made through our Amazon or eBay stores.

If you wish to return goods in store, you will need to print a copy of the invoice. Without the invoice, goods can only be exchanged at store value and no refund will be issued. The order confirmation or delivery notice cannot be accepted in place of the invoice.
Find your nearest store or alternatively return to us by post.

Unfortunately purchases made in our Amazon store have to be refunded by Amazon. If you have purchased through our Amazon Store, please call 0800 801 901 to arrange the return.

Unfortunately purchases made in our eBay store have to be refunded by Paypal. If you have purchased through our eBay Store, please call 0800 801 901 to arrange the return.

For specific returns details on Furniture, please refer to Furniture orders.

Purchases made at Barclaycard Bespoke have to be refunded by Barclaycard. If you have purchased through Barclaycard Bespoke Offers, please call 0800 801 901 to arrange the return.

Can I return unwanted items to a store?

In store
All purchases can be returned to any of our Ryman stores nationwide, with the exception of Furniture orders and purchases made through our Amazon or eBay stores.

If you wish to return goods in store, you will need to print a copy of the invoice. Without the invoice, goods can only be exchanged at store value and no refund will be issued. The order confirmation or delivery notice cannot be accepted in place of the invoice.

What is you general returns policy?

If a product is faulty, or you change your mind for any reason, we are happy to offer you a full refund*, provided that the goods returned are returned within 28 days of delivery and in a resaleable condition.

Please note that this policy does not apply to the following products:

For Technology Products Purchased IN STORE in the last 28 Days
For all technology products purchased in store in the last 28 days bring the product, complete with its original packaging and all cables, supplied back to the store. Remember to bring your receipt and any credit or debit card used to make the purchase - It will not be possible to refund without these. If you would like to check availability of replacement stock before travelling to store, please see the inside back cover of this catalogue or visit our website store locator for the telephone number of your local store who will very happy to help.This does not affect your statutory rights.

For Technology Products Purchased ONLINE or by TELEPHONE in the last 28 Days
For all technology products purchased online in the last 28 days please call customer services on 0800 801 901 with your order number and delivery details and we will be happy to arrange a collection for refund or exchange. Your account will be credited once we have received and inspected the product at our warehouse. Please return the goods complete with all cables and their original packaging appropriately protected, together with your invoice and letter explaining the problem to: Ryman Online Returns, Ryman House, Savoy Road, Crewe Cheshire, CW1 6NA.

Purchases placed online and by telephone can also be returned to any of our Ryman stores nationwide. If you wish to return goods in store, you will need a copy of your invoice. Without the invoice and the credit or debit card used to make the purchase, goods can only be exchanged at store value and no refund will be issued. The order confirmation or delivery notice cannot be accepted in place of the invoice. This does not affect your statutory rights.

For Technology Products Purchased more than 28 Days ago
For all technology products purchased more than 28 days ago but still within the manufactures 1 to 3 year guarantee period, you product may well be covered by the manufacturer’s warranty. We advise you to contact the manufactures helpline number and they will be able to offer you assistance. In the majority of cases they will be able to resolves the issues or arrange for a repair and let you know how long the repair will take.This does not affect your statutory rights.

Should you wish Ryman to arrange the repair on your behalf within the warranty period, please do not hesitate to call the Ryman helpline number listed below or visit one of our stores. We shall make the arrangements with the manufacturer and facilitate the repair process on your behalf. Please note that we may ask to inspect the goods to confirm the fault or ask you to carry out a telephone diagnostic to make sure it is not a problem that can be resolved quickly.

Your refund or exchange will be processed once we are in receipt of the goods. We reserve the right to refuse a refund on an item that has not been returned in a fully resalable condition - undamaged and in their original packaging and with the labels intact. This does not affect your statutory rights.

* We will refund your original delivery charge when a product is returned and confirmed as faulty and when it is for a change of mind in the first 7 days after the invoice date. If the product is returned to us after 7 days from the original invoice date then unfortunately we will not be able to refund the original delivery charge

Before delivery - change or cancel an order

If you wish to change or cancel an order before it has been shipped, please contact our customer services team on 0800 801 901. Please have your order number to hand.

If your order has already been shipped, please see our Returns, Refunds and Exchange information below.


Furniture Orders

For furniture products that are made to order, you have the right to cancel the order within 8 days of placing it by notifying us in writing. After that time, unfortunately we cannot offer a refund if you change your mind.

If the goods arrive with any damage then you must contact our customer services team on 0800 801901 within 48 hours and they will arrange a replacement or refund in accordance with your statutory rights. After that time we will be unable to offer a refund or replacement. If the product does not fit into your home, it will be classed as a cancelled order and costs will apply.

If the product subsequently develops a fault within the warranty time frame, please contact the customer services team on 0800 801901 who will liaise with the third party supplier to resolve the issue. If the problem/fault is down to manufacturing, the parts will be replaced. If the problem/fault is found to be due to improper use of the product, a charge will apply.

ONLINE SHOPPING
How do I search for a product?

There are a number of ways you can search for a product.

Simple browse through the categories at the top of the homepage and then refine what you are looking for by clicking on each section, spilt into either product types or branded types.

Alternatively, if you know exactly what you want, just type in the product code (usually 10 digits), product or brand into our search facility (top right of the website) and we will find you everything related to your specific search.

Once you have found what you are looking for, click 'add to shopping bag', and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details.

Don't forget to check out our Special Offers section for the deals.

Do you have a catalogue I can buy from?

We regulary publish catalogues throughout the year, look out for them in our stores, national press and online.

We do however regularly print in store leaflets showing all the latest products and special offers.

I have ordered something but have previously seen it on your website at a lower price

As an online business we act fast to amend our prices in response to trends, stock availability and demand from customers. It's our general view not to refund the difference.

Do I need to create an account to shop with you?

No, but it will make it make shopping much easier with us in the future if you do.

Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, as well as exclusive discounts and special offers.

You can sign up right now, or you can start shopping straight away and set your account up when you check out, whichever you prefer. Click here to sign up.

Just follow the easy steps on screen and remember to have your payment details and billing address of the credit card to hand.

Can you give me more information on your products?

If you don’t find the information you are looking for on the product page please contact our Customer Service team or visit your local store where we will be happy to help and advice.

By Phone: 0800 801 901

By e-mail: [email protected]

Local store: Store Locator

How do I sign up for the Ryman newsletter?

The easiest way to sign up for our newsletter is to register for an account. You are not required to make a purchase, but when you are ready to shop, you will have a head start as all your information is easily available to use. Click here to sign up.

How do I pay for my order?

We like to give you plenty of payment options, so you can use any of the cards listed at the bottom of this page. We also take security very seriously indeed, so your details will be safe with us.

All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.

What currencies can I use?
Currently you can pay using British Pound Sterling £
When will I be charged?

Once your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken, and we would recommend you contact your bank or card issuer to understand why they were unable to authorise the payment.

How do I change details on my Ryman account?

Once you have signed up, you'll be able to log into your account at any time. Once logged in you can change your password, email address, delivery info and card details. Click here to login.

If you haven't visited us in a while, it's worth checking your account to make sure all your details are up to date. Click here to login.

I have a promotion code, how do I use it?

Please make sure you type your code to the appropriate box when you check out, and select ‘add code’ to apply it to your order.

If it is not applied at this point, we can't apply it to the same order later on (though you might be able to use it on a subsequent order).

Please note only one discount offer or promotion code can be used per transaction.

Discount codes cannot be redeemed when buying gift vouchers.

Please always check any further terms and conditions supplied with the code as some vary.

Can I amend or cancel my order?

Unfortunately we are unable to amend an order once it has been submitted; this includes changing the size/colour of an item, removing or adding an item, changing the delivery address or any payment methods.

To cancel your order please call our Customer Services Team:

By Phone: 0800 801 901

By e-mail: [email protected] - please include order number and description to avoid any delays.

Once your order has entered our dispatching process we will not be able to make any changes. In these circumstances you may return goods by using our returns process

Under UK Distance Selling Regulations, you have the right to cancel your contract with us, within 7 working days of receiving your order. You will need to advise us so we can issue you with a full refund and return the cancelled items to us. However all our products are covered by the Ryman 28 day refund or exchange policy. We are happy to exchange or refund any unwanted product provide that it is returned to us within 28 days of receipt unused, and in its original undamaged packaging with a proof of purchase (ie. order number, order confirmation or packing note).

If we do not receive the cancelled items back, we may arrange to have them collected at your cost.

How do I cancel my order under the Distance Selling Regulations?

Under the UK Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us. In this case we will issue you with a full refund however you will need to return the entire order at your cost if you have already received them.

In all cases, the goods must be in their original condition and will be inspected on their return. If we do not receive the cancelled order back, we may arrange to have them collected at your cost.

If you decide to cancel your order please call our Customer Services team:

By Phone: 0800 801 901

By e-mail: [email protected] - please include order number and description to avoid any delays

Consumer Rights

We want you to buy with confidence from us and to understand all your Consumer Rights. There is a telephone and online service offering information and advice on consumer issues which is funded by the Office of Fair Trading and delivered in partnership with Local Authority Trading Standards Services.

Click here for more information.

Do you offer student discounts?

We do at certain times of the year. Please look out in store, on-line and throughout local newspapers and mobile advertising.

Will an item be restocked?

Sometimes our popular products will sell out very quickly and appear out of stock. If we intend to re-stock an item again a button showing ‘EMAIL WHEN IN STOCK’ will appear on the product page. If you sign up we will send you an email the moment the stock is received at our warehouse.

Some products are special purchases and only limited stocks are available, where this is the case try using our on line search facility in the top right hand side of our site to find something similar.

If there is anything else you would like to know regarding products, then please contact our Customer Services Team:

By Phone: 0800 801 901

By e-mail: [email protected]

What are your terms and conditions?
How do I get a copy of my online invoice/VAT Receipt?

A link to this is provided in the order confirmation email sent to you after the order is placed. Alternatively log into your account and select order details and the receipt can be printed or please contact our Customer Services Team:

By e-mail: [email protected] - please include order number and description to avoid any delays.

TECHNICAL QUERIES
I am having general problems accessing or buying from your website

If you are having any problems, we recommend you make sure you have the latest updates and patches for your operating system. Windows users can find out more >here.

If you are still having problems, please get in touch with our Customer Services Team, who will be able to place the order for you and investigate the problem. To help us solve the issue for you, please include as many of the following details as possible:

  • You’re Operating System (e.g. Windows Vista, Mac OS X).
  • Internet Browser (Internet Explorer 8, Firefox, Safari).
  • What URL you were trying to access (e.g. http://www.ryman.co.uk/C~131804~Electrical )
  • What date and time the problem occurred.

Please copy the screen using the ‘PrtScn’ (Print Screen) button to copy and paste into the email or simply highlight and copy and paste any error message that appeared on the screen.

By Phone: 0800 801 901

By e-mail: [email protected]

I have a problem with my shopping basket

If items are disappearing from your shopping bag this is likely to be because our stock position has changed since you added the item to your basket. When this is the case a message will appear in the shopping basket to tell you. It could also be because you are using your internet browser's 'back' button, rather than selecting the 'Continue shopping' links on the shopping basket page.

If you are still having problems, try deleting the cookies on your PC. Simply select 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and select OK. You should then be able to start over again.

I can't sign into my account/ empty shopping bag

When shopping with us or accessing your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.

If you can't remember your password, just type your email address in to the 'Forgotten your Password' box on the sign-in page, and we'll remind you what your password is.

You can change your password, main email address or any of your other details at any time just by signing in to your account.

I am not receiving your newsletters

If you are not receiving our emails or our regular newsletter, you could be missing out on latest offers, discounts and new product information.

One of the most common reasons for this that your email software is marking emails as junk mail sending them to your spam folder. To stop this from happening, please add Ryman to your email address book.

If you have checked this and are still not receiving the newsletter check your registered email address in 'My Account'.

If you need any further assistant please contact our Customer Services Team:

By Phone: 0800 801 901

By e-mail: [email protected]

Is it safe to order online?

It’s safer than it ever has been. We use a very secure online ordering system, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.

We use SSL certificates from GeoTrust® for ultimate online security and trust delivering both 256-bit encryption and the True Site™ trust mark providing third-party website identity validation.

The presence of SSL means you can rest assured that communications (e.g. credit card numbers, names and addresses) between your browser and this site's web servers are private and secure when the SSL session is activated.

We are also a member of SafeBuy, the UK's leading consumer assurance scheme with the only eCommerce Code of Practice that has completed Stage One of the Consumer Codes Approval Scheme run by the Office of Fair Trading. The SafeBuy Hands Seal is an assurance that a website is trustworthy and provides a high-quality service. The Code, amongst other things, requires web retailers to:

  • Adhere to the terms of the Sale of Goods Act, the EU Distance Selling Regulations and the EU Directive on Privacy and Electronic Communications.
  • Conform to the Data Protection Act 1998.
  • Provide security for the processing of credit card transactions.
  • Include physical location and contact details for themselves on their website.
  • Display the total price consumers must pay for goods including delivery costs and provide a clear explanation of the delivery procedures.
  • Advise the consumer if 'cookies' are required for the processing of data.
  • Not use 'spam' for marketing purposes.
  • Avoid exploitation of children.
  • For more details about Safebuy please click here.
What is your privacy and security policy?

We take your security and privacy very seriously and do not pass on your details to anyone else, save for those parties involved in processing your order.

What is 'Mastercard SecureCode'?

MasterCard SecureCode is a service that password-protects your MasterCard credit, debit or Maestro card details, to give added security when you shop online. They allow you to create a password that is known only to yourself, to use every time you use your Maestro card online.

To register for MasterCard SecureCode all you need to do is follow the instructions next time you place an order with us. Alternatively, you can sign up by contacting the bank that issued your Maestro card directly.

You'll be asked to come up with a password (also known as a SecureCode) for your Maestro card. You only need to do this once then whenever you use the card online you will be asked to enter the password when you check out.

To find out more information about these services visit the MasterCard SecureCode website.

My payment has been declined

Payment can be declined for a number of reasons. Try checking the details in your Ryman account to ensure that the card details such as the start date, card type are correct and your billing address is the same registered to the card.

If the problem persists, try contacting your bank or card issuer.

If you are still experiencing problems please contact our Customer Service Team:

By Phone: 0800 801 901

By e-mail: [email protected]

I have seen a product but it no longer seems to be in stock

Some of our most popular products will sell out of stock very quickly. As we try to keep our products fresh we add new products regularly so you might just find something similar to the one you were looking for.

Try browsing through our departments at the top of the web-page and then refine the type of item you are looking for by clicking on each of the sub-sections.

Alternatively, you can type in the product or brand into our search facility (top right of the Website) and we will find you everything related to your specific search.

THE RYMAN COMMITMENT
Our promise to customers

At Ryman we pride ourselves in offering you excellent service, so we want you to be 100% confident when purchasing from our online store.

We will use all reasonable means to deliver the items you have ordered in excellent condition within the time stated for the delivery service you have selected. Should any problems occur we will do our best to rectify the problem and find an outcome that is suitable for you.

If your order is late

If your order doesn’t arrive on time please contactour Customer Service Team and we will respond as soon as we can.

By Phone: 0800 801 901

By e-mail: [email protected] - please include order number and description to avoid any delays

If your order is wrong or faulty

If your order was not what you were expecting please contact Our Customer Services team and we will reply as soon as we can.

By Phone: 0800 801 901

By e-mail: [email protected] - please include order number and description to avoid any delays

IN STORE HELP
Where are your stores located?

To find for your local store please visit our Store Finder.

What hours are my nearest store open?

To check opening hours for your local store please visit our Store Finder.

Buying a gift voucher

Gift vouchers are available for purchase from all our stores. They are available in £5 and £10 denominations.

Using a gift voucher

Ryman gift vouchers are exclusive for use at Ryman. They can be redeemed in any of our stores. They are unfortunately not redeemable against purchases made online.

Please see our Terms & Conditions for further information.

What to do if my gift voucher is lost or damaged?

We are unable to replace lost vouchers, however if you voucher is damaged, please contact our Customer Services Team for further assistance.

By Phone: 0800 801 901

By e-mail: [email protected] - please include order number and description to avoid any delays

CONTACT
The customer services team

Here at Ryman we aim to provide customers with an enjoyable, hassle free shopping experience, but unfortunately from time to time things don’t always go as planned. If things don’t go to plan we have put together all the information you need in our Help section which is specially designed to help you find answers to all our frequently asked questions.

In the event you don’t find the answer you're looking for, please contact our Customer Services Team who will get back to you as soon as possible:

By Phone: 0800 801 901

By e-mail: [email protected] - please include order number and description to avoid any delays

Ryman social media

At Ryman we like to chatter online all about our new products, offers, shopping and us. You can find our links here:

  Facebook
  Twitter
  Google+
  Youtube
  Blog
  Pinterest

Please ‘Like’ or ‘Follow us’ to ensure you have all the latest information. If you like talking on line as much as we do then chat away about you, us, your opinions, your ideas, and your life.

Press & media

For more information about Press and Media relations please contact: [email protected]

General marketing

For any advertising or promotional opportunities please email [email protected] in the first instance.

I am a supplier and would like to get in touch

Please contact us at [email protected] if you are interested in selling your products on ryman.co.uk or in our stores and specify what product group(s) you represent, e.g. home, stationery, furniture, garden, etc.

Investor Relations

Ryman is a privately owned company and are not on any stock exchange. For all corporate enquiries please contact us at [email protected]

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