Shipping policy
Where We Ship
We currently ship to UK addresses only (England, Scotland, Wales, Northern Ireland). We are not currently shipping to the Channel Islands, Isle of Man or BFPO. Prices shown on our site include VAT.
Dispatch Times
Orders are typically dispatched within 1–2 working days (Mon–Fri). Orders placed on weekends/bank holidays are processed the next working day.
UK Services & Delivery Estimates (after dispatch)
Free delivery on all orders of £50 and over: usually 2–5 working days
Royal Mail Tracked 48 £5.95: usually 2–5 working days
Royal Mail Tracked 24 £7.95: usually 1–2 working days
DHL Express £11.50: guaranteed next working day for orders placed before midday
DHL Express Exclusion Notice (Important)
DHL Express delivery is not available to Highlands, Islands, Channel Islands, or other remote area postcodes.
Postcodes excluded from DHL Express:
IV, HS, ZE, KW, PA20–PA80, PH15–PH50, BT, IM, TR21–TR25,
GY, JE, AB31–AB56, KA27–KA28, PO30–PO41
If you select DHL Express with one of these postcodes, we will contact you to change your delivery method or refund the DHL charge.
Brand Partner Deliveries
Please note that some products are shipped directly by our trusted brand partners. Delivery charges, shipping services, and estimated delivery times for these items may differ from Ruff Retreat's standard delivery rates and estimates shown above. Any applicable delivery charges will always be clearly displayed at checkout before payment is taken.
If your order contains a combination of Ruff Retreat stocked items and products fulfilled by a brand partner, items may arrive separately and delivery times may vary.
Packaging
We use eco-friendly, plastic-free or recycled/recyclable packaging for every order. Where padding is needed, we choose paper, card, or reused materials. Please recycle or reuse your packaging where possible.
Delivery Issues
Please check your tracking first. If a parcel returns due to an incorrect address or missed delivery, we can resend once additional postage is paid.
Contact
Email: info@ruffretreat.co.uk
Phone: 07730 557019