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Customer Assistance

Frequently Asked Questions (FAQs)

Frequently Asked Questions

Shopping

  1. What payment methods can I use?

    RalphLauren.co.uk accepts the following methods of payment for purchases:

    Credit cards accepted:

    • Visa Credit Card
    • Visa Debit
    • Visa Electron
    • Mastercard Credit Card
    • Mastercard Debit Card
    • Maestro UK (ex Switch)
    • American Express

    Other forms of payment:

    • PayPal
    • Online gift certificates
    • Ralph Lauren gift cards

    Important information about payment:

    For your convenience, your credit card information can be stored in your RalphLauren.co.uk account. This is secure information and cannot be accessed by anyone other than the account holder. For more information, see our Privacy Notice. For added security, your billing address at RalphLauren.co.uk must exactly match the address on file at your credit card company. The processing of your order may be delayed if these addresses are different.

    Your credit card will not be charged until your order ships. If you are using a debit or check card for payment, however, the funds will immediately be deducted from your account.

    PayPaloption is used to securely send payments over the Internet. You can choose to pay from your PayPal account balance, a credit card, debit card or bank account. To make a PayPal purchase, select PayPal during checkout on the RalphLauren.co.uk Web site and choose your method of payment. Your funds are transferred immediately and securely.

    PayPal is highly secure and committed to protecting the privacy of its users. Its industry-leading fraud prevention team is constantly developing state-of-the-art technology to keep your money and information safe. When you use PayPal to send money, recipients never see your bank account or credit card numbers

  2. When will my order ship?

    RalphLauren.co.uk endeavors to ship purchases within 2 business days of receiving your order pending order verification and credit card clearance.

    Once your order has been shipped, estimated delivery times are:

    Standard Delivery: 3 business days
    Express Delivery: 1 business day

    Saturday, Sunday and public holidays are not considered business days.

    We ship via UPS for both Standard and Express delivery options. UPS delivers packages Monday through Friday from 8 A.M. to 6 P.M and will require signature. Please state a delivery address where you will be present at time of delivery.

    Please note that personalization requires additional delivery time. Allow 8 to 10 business days for the items to leave our warehouse after you place your order. Personalised and monogrammed items are shipped separately from, and will not delay delivery of, other items you may have purchased at the same time.

    Unfortunately, Personalised items cannot be returned or exchanged.

  3. When will my Personalisation order ship?

    Please note that personalization requires additional delivery time. Allow 8 to 10 business days for the items to leave our warehouse after you place your order. Personalised and monogrammed items are shipped separately from, and will not delay delivery of, other items you may have purchased at the same time.

    Unfortunately, Personalised items cannot be returned or exchanged.

  4. When will my order be delivered?

    RalphLauren.co.uk endeavors to ship purchases within 2 business days of receiving your order pending order verification and credit card clearance.

    Once your order has been shipped, estimated delivery times are:

    Standard Delivery: 3 business days
    Express Delivery: 1 business day

    Saturday, Sunday and public holidays are not considered business days.

    We ship via UPS for both Standard and Express delivery options. UPS delivers packages Monday through Friday from 8 A.M. to 6 P.M and will require signature. Please state a delivery address where you will be present at time of delivery.

    There are some remote areas within the UK where we cannot guarantee that your order will be delivered within the specified timing - Please contact customer assistance if you are concerned that this may apply to you.

    Delivery schedules are subject to product availability and payment clearance. Actual delivery times may also vary depending on shipping locations.

    Please allow time for credit card clearance, address verification and order processing when estimating package delivery time.

  5. What does it cost to ship my order?

    For your convenience we offer the following shipping options:

    Option
    Price
    Destination
    Standard Delivery
    £9.95
    England, Scotland, Wales, and Northern Ireland
    Express Delivery
    £14.95
    England, Scotland, Wales, and Northern Ireland
    Next Day Delivery
    £19.95
    England, Scotland, Wales, and Northern Ireland
    Enjoy Complimentary Standard Delivery on all orders more than £70

    Complimentary Delivery offer valid on orders shipped in United Kingdom and applies to Standard Delivery orders only. Gift certificates, taxes, additional shipping and handling do not count toward the qualifying amount. Not valid for cash. Applies to merchandise only. Previous purchases are not eligible for adjustments.

    To participate, simply add merchandise to your shopping basket and Complimentary Standard Delivery will automatically be applied. You must select the "Standard Delivery" option to receive the complimentary shipping offer.

    Currently, we offer shipping throughout the United Kingdom and the United States. Please visit RalphLauren.com for any US orders. Additionally, we do have Ralph Lauren stores all over the world. Please use the Store Locator to find the store nearest you.

    Note that we currently do not offer shipments to Crown Dependencies (including Jersey, Guernsey, Isle of Man) and Post Office Boxes (including British Forces Post Office).

    Please note that delivery fees are applied per single delivery address. Orders with multiple shipping addresses will be charged per address.

  6. Do you ship outside the United Kingdom?

    Currently, we offer shipping throughout the United Kingdom and the United States. Please visit RalphLauren.com for any US orders. Additionally, we do have Ralph Lauren stores all over the world. Please use the Store Locator to find the store nearest you.

    Note that we currently do not offer shipments to Crown Dependencies (including Jersey, Guernsey, Isle of Man) and Post Office Boxes (including British Forces Post Office).

  7. By which carrier will my order be shipped?

    We ship via UPS for both Standard and Express delivery options. UPS delivers packages Monday through Friday from 8 A.M. to 6 P.M and will require signature. Please state a delivery address where you will be present at time of delivery.

  8. What if I change my mind and want a different size or colour after my order is placed?

    Once an order is placed at RalphLauren.co.uk, you cannot make changes. For assistance please call our Customer Service Representatives at +44 (0) 203 450 7750.

  9. Can I ship to an address other than my own?

    Yes, you can ship to another address besides your own. When you register with RalphLauren.co.uk, you will have the option to create your own address list. This feature allows you to store the names and addresses of people to whom you frequently send gifts. It's easy to add, change or delete information from your address list at any time. (Please note: the information that you store in your address list is for your use only.)

    Currently, we do not ship outside the United Kingdom.

  10. What if I am not pleased with my selection? Can I return the purchase?

    If you are not completely satisfied with an item purchased at RalphLauren.co.uk, you can return it to us within thirty (30) days of receipt of item(s) for an exchange or refund by following the steps outlined in the Returning section of Customer Assistance.

    • Merchandise must be returned in its original condition in order to be accepted as a return. Merchandise must be unworn, unwashed and in a resalable condition.
    • Returned or exchanged items must be accompanied by the original invoice, all packaging, hang-tags and any related accessories and instruction booklets. No refund or exchange will be processed for items that are returned incomplete, damaged or soiled.
    • Please note that the return of certain items, such as underwear, is subject to restrictions and we are unable to accept the return or exchange of personalised items (including the RL Personalisation Shop line of merchandise) purchased at RalphLauren.co.uk.
    • If you have any questions about the returns or exchange procedure, please do not hesitate to contact our Customer Assistance at +44 (0) 2034 50 7750 or e-mail us at CustomerAssistance@RalphLauren.co.uk.

    Returns are not accepted at Ralph Lauren stores.

    If you have questions about the returns process, please Contact Us.

  11. What will it cost me to make a return or exchange?

    All returns will be credited to the original form of payment unless otherwise specified on the return/exchange form. Your credit card account will be credited upon processing of the returned item(s), and the credit should appear on your next statement.

    You can track the status of your return shipment at RalphLauren.co.uk through My Account. You will receive an e-mail notification upon the completion of return processing.

  12. If I give a gift to someone, can that person exchange it for something else?

    Exchanging gifts is easy, since all gifts come with a gift receipt without prices and have our return label.

    Unfortunately, Personalised items cannot be returned or exchanged.

  13. Will my order be taxed?

    All prices displayed at our webstore are VAT inclusive.

  14. I live outside the United Kingdom. Can I order from RalphLauren.co.uk?

    Currently, we offer shipping throughout the United Kingdom and the United States. Please visit RalphLauren.com for any US orders. Additionally, we do have Ralph Lauren stores all over the world. Please use the Store Locator to find the store nearest you.

  15. What do I do if my item arrives damaged?

    Client satisfaction is our ultimate goal at RalphLauren.co.uk. Please contact our Customer Service Representatives at +44 (0) 203 450 7750 and we will assist you in the proper procedure to replace the order.

  16. Can I see a record of my transactions with RalphLauren.co.uk?

    By registering with us, you can check your order status online through the Order History area of your User Profile. All of the details regarding past purchases will be conveniently stored for you in an organized listing. You can also check the status of an order placed with RalphLauren.co.uk by contacting our Customer Service Representatives at +44 (0) 203 450 7750.

  17. How long does it take to process my return?

    Please allow 14 business days for us to receive and process your return. You will receive an e-mail notification upon the completion of return processing. We are not able to issue credit until your return package has been received and processed.

  18. If I want to exchange my item for a similar item or a different size or colour, how do I do that?

    If you are not completely satisfied with an item purchased at RalphLauren.co.uk, you can return it to us within thirty (30) days of receipt of item(s) for an exchange or refund.

    • Please return the item(s) to us by following the returns procedure as outlined in the Returning section of Customer Assistance.
    • Please indicate on the return form the item to be exchanged, the reason for the exchange as well as the colour and the size of the new item requested. Please include the completed return form in the package with the returned item.
    • Availability of the requested replacement item cannot be guaranteed.
    • Your replacement order will be sent to you via Standard Delivery. Shipping charges for the replacement order will be borne by RalphLauren.co.uk.
    • You will receive an e-mail notification once the exchange process has been completed.
    • If you have any questions about the returns or exchange procedure, please do not hesitate to contact our Customer Assistance at +44 (0) 2034 50 7750 or e-mail us at CustomerAssistance@RalphLauren.co.uk.
  19. Do you sell your gift boxes?

    We do not sell our gift boxes. However, gift packaging is offered free of charge with most purchases at RalphLauren.co.uk. When prompted at the checkout page, just let us know you'd like to make your purchase a gift. Each gift will arrive elegantly presented in our signature navy box. We will include your personalized message, if you like, as well as a receipt (excluding pricing information), for easy exchange.

  20. Can I have a package delivered on Saturday?

    We do not offer Saturday delivery at this time.

  21. How do I know which size to purchase?

    Our size charts will help you in determining the right fit.

    Some sizes may differ between brands. Online we carry US sizes and show how these compare to UK sizes. Click on the links below to view our size charts:

    Men
    Women
    Boys
    Girls

    Please Contact Us for more information on size comparison.

  22. What if I need help making a selection? Do you have a personal shopping service?

    Please call customer services at +44 (0) 203 450 7750 and ask for your own personal shopper.

    This service will help you to find the perfect gift, provide you with product information and answer any questions you may have.

  23. If something goes on sale that I just purchased, can I get a credit on the price difference?

    If RalphLauren.co.uk makes a permanent price reduction on a product featured on our web store, you may request reimbursement for the price difference within 10 days from the ship date. Price adjustments are accepted on items purchased at the full retail price only. Please note that promotional sales prices are not permanent price changes and are not included in this guarantee.

    Please Contact Us to request credit for a price difference or obtain further details.

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