Check below for quick, easy answers to the most popular questions from our customers.
Ordering and Payment
Payment security is obviously one of our top priorities here at R&J, so we use Sage Pay – the undisputed market leader when it comes to helping customers make safe, secure transactions. Every year, over 4 billion payments are processed through Sage Pay, making them one of Europe’s most trusted payment brands.
Sage Pay is audited annually to ensure it keeps up to this high standard, and its leaders are active members of the PCI Security Standards Council, which defines card industry global regulation.
We choose our partners very carefully at R&J, so trust us when we say that your payment information couldn’t be in safer hands.
You can easily switch between viewing our prices with VAT, or without VAT. It’s just a matter of a quick click on the prices option in the upper right of your screen.
Once you’ve placed your order, it’s immediately sent to our warehouse to process for delivery, which makes any amendments or changes quite tricky to implement. Ideally, delivery addresses should be confirmed before the order is placed, but you can always give our customer service team a ring on 01254 52525 and we’ll see what we can do.
Very soon after you place your order, we’ll send you an order confirmation. If your product is delivered directly by the supplier, they’ll contact you to arrange delivery separately.
Our Express Delivery service is available to 95% of UK mainland addresses. Unfortunately, we’re not able to deliver to addresses in Isle of Man, Scottish Isles, Isles of Scilly.
If you make your order before 5:30pm, you can count on it being delivered within 48 hours. If you order on a Saturday or Sunday, your order will be dispatched on the following Monday, except for Bank Holidays.
It’s worth being aware that it can take two working days to deliver to some postcodes, including the Scottish Highlands and outlying parts of the UK mainland.
If your order is urgent, give us a call and we’ll see what we can do to help. Our Express Delivery vans cover 90% of the country on almost any given day, which means we can sometimes get your order to you within 24 hours.
We use our own vans for all Express Deliveries, which allows us to guarantee the reliability of our delivery schedule, and prevents the risk of damage to your parcel by entrusting them to third-party couriers. If you’d like, you can also pick it up yourself using our Click and Collect service.
Our delivery radius is mostly within the UK mainland, and we’re unable to deliver to Northern Ireland, Scottish Islands, Isle of Scilly, Jersey, Guernsey and BFPO addresses. However, if you want to make an international purchase outside of our standard delivery areas, it’s best to place a quick call to our customer services team, who’ll be able to advise.
We’ll send you shipment confirmation email once your order is dispatched, and creating an account on our website means you can login to view the status of the order at any time. All our Express Delivery orders are delivered in our own vans, so you can give us a ring on 01254 52525 to get an update on the delivery status.
For certain products, we operate within security and legal restrictions that mean we require an adult over 18 must be present to sign in person for the delivery. If in doubt, it’s always best to have someone present to receive the delivery, just in case.
For smaller items, we’ll always try and leave it with a neighbour, or in a secure place where you can collect it on your return. If this is the case, we’ll let you know – usually by a card through the door – to let you know where we’ve left it. If we weren’t able to leave it in a place for safekeeping, we’ll leave a card to let you know how to rearrange delivery.
Unfortunately, there are all sorts of reasons delays can happen. Ultimately we can’t be held responsible for delivery delays, but we always do everything we possibly can to avoid them. At the very least, you can count on us to keep you informed if we become aware of any likely delays to your delivery. If your order hasn’t arrived on time, don’t hesitate to give our customer services number a call on 01254 52525 or email firstname.lastname@example.org
Orders in multiple parcels can sometimes have staggered deliveries, so the best first course of action is to check whether you’ve received all the parcels on the consignment. If you’ve definitely got all your parcels but an item is still missing, give us a quick call on 01254 52525.
Click and Collect
We’ll hold your order at our trade counter for 7 days. After this time, you’ll have to re-order your shipment, or give our customer services team a call.
Not much! You need to bring yourself, some form of photo identification, and the card you used to make the payment.
Essentially, it’s a security measure – it’s how we check that we’re handing the right order over to the person who’s paid for it! Unless you’ve got your payment card with you, unfortunately we won’t be able to release your order.
We frequently adjust the prices on our website, in order to stay competitive. This sometimes means that items ordered directly through the trade counter might be subject to higher prices. To benefit from the best possible prices, we’d recommend ordering online, and selecting the Collect In Person option on the checkout. See our Trade Counter page for further details.