CUSTOMER CARE
Delivery & returns
Getting RILLWAG to your door should be straightforward. Here you’ll find our UK delivery, tracking, returns, exchanges and refund information.
01
UK delivery
We currently deliver across England, Scotland, Wales and Northern Ireland. International delivery is not currently available.
| Delivery | Order value | Cost |
|---|---|---|
| Standard UK Delivery | Under £60 | £4.99 |
| Standard UK Delivery | £60 and over | FREE |
- 1–2 working days
- Orders are normally dispatched
- 2–3 working days
- Tracked delivery after dispatch
Orders are normally dispatched within 1–2 working days. Standard UK orders are sent using a tracked delivery service and usually arrive within 2–3 working days after dispatch. Delivery may take longer to some postcode areas, during public holidays or during periods of unusually high carrier demand.
02
Track your order
Once your order has been dispatched, we’ll send you a dispatch confirmation email with your tracking details. You can use the tracking link to follow your parcel through to delivery.
If you haven’t received your dispatch email, please check your junk or spam folder first. If you still can’t find it, contact us at support@rillwag.com.
03
Returns
If you change your mind or need to return an item, please let us know within 14 days of receiving your order. Once you have notified us, you have a further 14 days to send the item back.
- 14 days
- To let us know after your order arrives
- +14 days
- To send the item back after notifying us
Return condition
To be eligible for a full refund under our standard returns policy, items should be unused, unaltered, unwashed, undamaged and returned clean and in a resaleable condition with the original product packaging.
We recommend trying your raincoat on indoors before removing the original tags or taking it outside. Please keep the garment clean, dry and free from outdoor wear until you are sure you would like to keep it.
Please keep the original tags attached while checking the fit where possible.
- Unused
- Unaltered
- Unwashed
- Undamaged
- Clean
- Resaleable condition
- Original product packaging
- Tags attached where possible
If an item has been handled beyond what is reasonably necessary to check its fit and condition, we may make an appropriate deduction for any reduction in value. Your statutory rights are not affected.
Trying on your raincoat
Not sure about the fit? Carefully try the raincoat on indoors before removing the tags. Check the back length, chest fit and freedom of movement before taking it outside.
04
How to make a return
-
01
Contact us
Email returns@rillwag.com with your order number and the item you would like to return or exchange. Please contact us before sending anything back.
-
02
Send it back
We’ll send you the return instructions and return address. Package the item securely and return it using a tracked postal service. Please keep your proof of postage until your return has been completed.
-
03
Refund or exchange
Once your return has arrived and been checked, we’ll process your refund or arrange the agreed exchange.
05
Return postage
For change-of-mind returns, size changes or colour changes, the cost of returning the original item to RILLWAG is the customer’s responsibility. We recommend using a tracked service.
If your item is faulty, damaged on arrival or different from what you ordered, please contact us before returning it. RILLWAG will cover the appropriate return and replacement costs.
06
Need a different size or colour?
If you need a different size or colour, email support@rillwag.com with your order number and the replacement you would like. Exchanges are subject to stock availability.
- You
- Return postage for the original item
- RILLWAG
- Delivery of your first replacement
For standard size or colour exchanges, you are responsible for the cost of returning the original item to us. RILLWAG will cover the delivery cost of the first replacement item sent back to you.
If a second or further exchange is required, additional delivery charges may apply.
If your requested replacement is unavailable, we’ll contact you to discuss an alternative size, colour or refund.
07
Refunds
Once your return has been received and inspected, we aim to process your refund within 3–5 working days. Refunds will be issued to the original payment method.
- 3–5 working days
- After your return is inspected
Your bank, card issuer or payment provider may take additional time to show the refund in your account after it has been processed by us.
Where your statutory cancellation rights apply, we will also refund the cost of our standard delivery option where required. If a more expensive delivery service is chosen in the future, any amount above the cost of standard delivery would not normally be refundable.
Your statutory rights are not affected.
08
Something not right?
If your order arrives faulty, damaged or different from what you ordered, please contact support@rillwag.com as soon as possible.
Include your order number, a short description of the issue and photographs where relevant. We’ll review the problem and arrange the appropriate replacement, return or refund at no additional cost to you.
This includes
- Faulty item
- Damaged on arrival
- Wrong product
- Wrong colour
- Wrong size caused by a fulfilment error
09
International delivery
RILLWAG currently delivers within the UK only. International delivery is not yet available.
FAQ
Questions about delivery and returns
How much is UK delivery?
Standard UK delivery is £4.99 for orders under £60 and free for orders of £60 or more.
How long will my order take to arrive?
Orders are normally dispatched within 1–2 working days. Standard UK delivery usually takes a further 2–3 working days after dispatch. Some postcode areas and busy periods may take longer.
Can I track my order?
Yes. Once your order has been dispatched, we’ll email you your tracking details so you can follow your parcel through to delivery.
Can I return a raincoat if the size is wrong?
Yes. Let us know within 14 days of receiving your order. We recommend trying the raincoat on indoors before removing the tags or taking it outside. The garment should remain clean, dry, unwashed and free from outdoor wear.
What condition must my return be in?
For a full refund under our standard returns policy, items should be unused, unaltered, unwashed, undamaged, clean and in a resaleable condition with the original product packaging. Please keep the original tags attached while checking the fit where possible. Your statutory rights are not affected.
Can I exchange for a different size or colour?
Yes, subject to stock availability. You are responsible for returning the original item to us, and RILLWAG will cover the delivery cost of your first replacement item.
Who pays for return postage?
For change-of-mind returns and standard size or colour exchanges, return postage is the customer’s responsibility. If your item is faulty, damaged or incorrect, RILLWAG will cover the appropriate return costs.
When will I receive my refund?
We aim to process your refund within 3–5 working days after the returned item has arrived and been inspected. Your bank or payment provider may take additional time to show the funds in your account.