Frequently Asked Questions

Orders and Shipping

Q1: How long does it take to process my order?

All orders are processed within 1 business day (Monday to Friday, excluding public holidays).
You will receive an email confirmation once your order has been dispatched.

Q2: What are the delivery times within the UK?

Standard delivery typically takes 2–3 business days after dispatch.
Tracking information is provided via email once your order ships.

Q3: Do you ship internationally?

Currently, we only deliver within the United Kingdom.

Q4: Which shipping providers do you use?

We use trusted couriers, including Royal Mail, DPD, and Evri, to ensure safe and timely delivery.

Q5: Is shipping free?

Yes, standard UK delivery is free on all orders.

Q6: Can I change my delivery address after placing an order?

If you need to update your delivery address, kindly reach out to us promptly at info@racknrail.co
Address changes are only possible before the order has been dispatched.

Returns, Exchanges, and Refunds

Q1: What is your return policy?

You may return eligible items within 30 business days (Mon-Fri) of receipt.
Items must be in original condition, unused, and with all packaging intact.

Q2: How do I initiate a return?

Contact us via info@racknrail.co to request a return.
We will provide the return authorisation and the approved return address.

Q3: How long does it take to process a refund?

Refunds are processed within 10 business days (Mon-Fri)
after receiving the returned item.
Refunds are issued via the original payment method.

Q4: Can I exchange an item?

Yes, exchanges are available within 30 business days (Mon-Fri) of purchase.
Contact us to request an exchange, and we will guide you through the process.

Q5: Are there any return shipping costs?

Customers are responsible for return shipping costs, unless the return is due to a defective or incorrect item.

Payment and Billing

Q1: What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, UnionPay, Elo, Diners Club, Maestro, Google Pay, PayPal, and Shop Pay.

Q2: Is VAT included in the price?

Yes, all product prices include VAT as required by UK law.

Q3: Is it safe to pay on your website?

Absolutely. We use secure, PCI-DSS-compliant payment gateways to guarantee the complete protection of your financial data.

Q4: What if there is a problem with my payment?

Contact your payment provider for initial guidance.
If the issue persists, contact info@racknrail.co and we will assist you promptly.

Terms, Conditions, and Legal

Q1: Do you have a terms and conditions page?

Yes, our Terms & Conditions outline your rights, responsibilities, and the terms of using our website and services.

Q2: Do you have a legal notice or company information available?

Yes, our Legal Notice includes full company details in compliance with UK law:
- The company name is RACK N RAIL LTD, and its company number is 16104580.
- Address: Liberty House, 30 Whitchurch Lane, Edgware, England, HA8 6LE, United Kingdom
- Phone: +447588202705
- Email: info@racknrail.co

Privacy and Cookies

Q1: How do you handle my personal data?

Our Privacy Policy explains how we collect, use, and protect your personal information in compliance with UK GDPR.

Q2: Do you use cookies on your website?

Yes, we use cookies to improve website performance, personalise your experience, and provide marketing insights.
Our Cookie Policy explains what cookies we use, their purpose, and how you can manage them.

Accessibility

Q1: Is your website accessible for users with disabilities?

Yes, we are committed to providing an accessible website in accordance with the UK Equality Act 2010 and WCAG 2.1 Level AA standards.

Q2: What accessibility features does your website offer?

Keyboard navigation, screen reader compatibility, text scaling, high contrast, captions for media, and responsive design for mobile devices.

Q3: How can I report an accessibility issue?

Contact us at info@racknrail.co or +447588202705
Please provide the page URL, device, browser, and a description of the issue.

Frequently Asked Product Questions

Q1: Are your products covered by warranty?

Yes, all products are subject to the manufacturer’s warranty and UK consumer law protections.

Q2: How do I know the product fits my needs?

Product descriptions, images, and specifications are available on each product page.
For further assistance, contact our customer support at info@racknrail.co

Q3: Can I request a bulk or wholesale order?