Help

How Can We Help You?

Find all the answers you need with our quick links and FAQ.

Other Frequently Asked Questions

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 contact our Customer Service Team and we will respond as soon as we can. Please include your order number to help us answer as quickly as possible.

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. Please include your order number to help us answer as quickly as possible.



Product Recall

Crazy Aaron's


Products Affected

Crazy Aaron's Mini (5cm) Hypercolour Thinking Putty Amethyst Blush

Crazy Aaron's Mini (5cm) Electric Thinking Putty Neon Flash


Date of sale

Between January 2014 and June 2020 - although Ryman only sold this product from March 2018.


Reason for recall

The boron content of this product has been found to be in excess of the legal levels, posing a safety risk. For more information please visit https://www.greenelephanttrading.com/


Actions

- package up the item

- for a full refund, please return to your local Ryman store, or contact Green Elephant Trading on the details below


Contacts

Ryman Store Finder - https://www.ryman.co.uk/storefinder/

Green Elephant Trading

Call: 0870 803 2116

Email: [email protected]

We apologise that it has been necessary to recall this product and for any inconvenience caused.



Online Shopping

How do I search for a product?

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

Do you have a catalogue I can buy from?

We regulary publish catalogues and leaflets throughout the year. Look out for them in our stores, national press and online. Also make sure you sign up for oue emails and be the first to receive all the latest products and special offers.

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

We often run promotions and act fast to update our prices in response to trends, stock availability and demand from customers. We're sorry if this disappoints you from time to time - be sure to keep visiting us so you don't miss out on all our great deals.

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

You don't need an account to shop online with Ryman, but creating an account will make things much easier for you.

Setting up an account means you can save your details and addresses for a faster checkout, and will give you benefits such as order tracking, regular newsletters, plus 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 create your account.

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 Services team or visit your local store where we will be happy to help and advise.

How do I sign up for the Ryman newsletter?

If you don't want to create an online shoppping account with us, you can easily subscribe to our emails using the Sign Up box towards the bottom of every page on our website.

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 the website. 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.

We also offer PayPal Pay in 3 as a payment option.

Click here for more information.

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, andn delivery information.

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 to your account.

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

Please make sure you type your code into the 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.

Can I change or cancel my order?

Unfortunately we are unable to change an order once it has been sent to us. 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 contact our Customer Services team.

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 14 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 14 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 contact our Customer Services team. Please include your order number to help us deal with this quickly.

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.

What are your terms and conditions?

Please click here for our full terms & conditions.

How do I get a copy of my online invoice/VAT Receipt?

The easiest way to receive an invoice or VAT receipt for your orders is to create an account - then you'll be able to easily download them for each of your previous orders.



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/stationery/ )
  • What date and time the problem occurred.

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.

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 for ultimate online security and trust delivering 256-bit encryption and third-party website identity validation.

The presence of SSL means that communications (e.g. credit card numbers, names and addresses) between your browser and our 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. For more information about our policy please click here.

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 Services team.

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.



Store Help

Where are your stores located?

To find 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 and Using a Gift Voucher

Gift vouchers are available for purchase from all our stores. They are available in £5 and £10 denominations. These can be used in any store. Unfortunately we don't currently accept gift vouchers 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.



Contact Us

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 [email protected] who will get back to you as soon as possible. Please include your order number to help us respond as quickly as possible. Alternatively you can start a chat with one of our colleagues at Contact Us

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:




Please 'Like' or 'Follow' us to ensure you have all the latest information. We'd love to hear from you about our products and services, and see what you're up to.

Press & Media

For more information about press and media relations please contact Jess Littlewood.

General marketing

For any advertising or promotional opportunities please email [email protected] and we'll pass on your details to the right team.

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 TPRG media relations.

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