Customer service
Talk to a person
A phone number that rings, and email addresses that go to the people who can actually resolve the thing. No ticket queue.
How to reach us
Frequently asked
Returns & refunds
How long do I have to return something?
It depends on the product — the return window is set per item, so check the product page or just ask us. Whatever the window, your statutory rights under UK consumer law apply on top of it.
How do I start a return?
Email returns@richnotgaudy.com with your order number. We reply with a prepaid label the same working day in most cases.
When is my refund processed?
Within five working days of the return arriving, to the original payment method. Card refunds can take a further few days to appear on your statement, which is your bank's timing rather than ours.
Can a trade account return a whole case?
Yes. Case returns are agreed with your named account manager — contact them or email the trade address.
What if the product arrived damaged?
Send a photo with your order number and we replace it immediately — no return needed for damaged goods.
Delivery
Where do you dispatch from?
All orders are dispatched from the United Kingdom.
How much is delivery?
Free on UK orders over £40. Below that, standard tracked delivery is charged at checkout.
How long does it take?
Two to three working days on standard tracked delivery. Orders placed after 2pm dispatch the next working day.
Do you ship outside the UK?
Not through the website yet. Trade accounts can arrange export shipments directly — email the trade address.
Orders & payment
Can I change or cancel an order?
Yes, if it has not dispatched. Call us or email order support with your order number and we will stop it.
When am I charged for a pre-order?
Not at the time of reserving. Pre-order allocations are charged when your allocation ships, and you can cancel any time before dispatch.
Do you offer invoicing?
Approved trade accounts are offered Net 30 terms. Retail orders are paid at checkout.
Products & vetting
What does the vetted badge mean?
That the product completed our editorial process and holds a current sector certificate. The Vetted Guarantee page sets out exactly what we do if it does not hold up for you.
Are suppliers paying to be listed?
No. We buy review stock at retail price and no supplier can pay for a listing or for position in the catalogue.
A product I bought has been delisted. What now?
The original write-up and the reason for delisting both stay online, and the guarantee still applies to your purchase.
Write to us
I953 LTD, 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX
Company number 10822076. Please do not send returns to this address — email returns@richnotgaudy.com for a returns label first.