FAQs

Advice Centre

Wishlist

Create a wish list saving your favourite products as you browse even email it to a friend!

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FAQs

Here is our list of frequently asked questions. If you can not find an answer to your question here, please contact our customer services team.

  • How much do you charge for delivery?
  • Delivery to all UK addresses is free for order over £150 and ranges between £3.50 and £10.00 depending upon the service requested. Delivery to all European countries is £9.00 and delivery to the rest of the world costs £12.50.

    Delivery times within the UK & Europe are approximately 1-15 working days, the rest of the world including US & Australia takes approximately 5-15 days.

    UK packages are all sent by First Class Royal Mail and deliveries to the rest of the world are sent by Royal Mail International Signed For.

    Please note that with all international orders we cannot be held responsible for any duties/taxes that you may incur when you receive you package.

    Once you have selected your purchases and chosen your delivery option, delivery charges will be displayed on the checkout page.

    Please see Shipping and Delivery for further details

  • How quickly will my order arrive?
  • We aim to dispatch all items held in stock placed on the internet within 48 hours.

    There are times when an order may not be in stock. Should this occur we will inform you by email that the item is not available at present and will look to place an order with either the manufacturer or one of our stores to enable us to complete the order as soon as possible. Please see Shipping and Delivery for more details on delivery times.

  • How will I know you received my underwear order?
  • Rigby & Peller will send you an automated email confirming your order has been placed. If you have not received this email within one hour of placing your order, please call our customer service department to ensure that your order has been successful.

    Are there other ways to order besides ordering online?

    Yes. You can call 0845 076 5545 option 4 between the hours 9:00am and 5:00pm GMT Monday to Friday and place your order by telephone.

  • Is it safe to use my credit or debit card online at Rigby & Peller?
  • Yes. To help ensure that your shopping experience is safe, simple and secure, Rigby & Peller uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your pc and our website.

    SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way.

    When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected.

    In addition, Rigby & Peller uses the Vanguard payment solution ensuring that all your card data is captured directly from your browser onto the bank's servers which are fully PCI compliant, and each payment is tokenised. If you are enrolled in the Visa Secure or Mastercard Secure programs, you will also need to enter your password to complete your transaction.

    SSL technology makes online purchasing secure, however if you are not happy to place your order online you can call
    0845 076 5545 option 4 between the hours 9:00am and 5:00pm GMT Monday to Friday to place an order with one of our customer service staff.

  • Is my package insured?
  • All packages are sent by First Class Royal Mail, however all despatches that exceed £150 or contain gift cards will be despatched by Royal Mail Recorded or Special Delivery.
  • My order has not arrived what should I do?
  • Very occasionally, packages do get lost in transit. We are asked by our couriers to wait a total of fifteen working days before we can claim the package as lost. A package may arrive on the last day of this period, so a late order is not always a lost order.

    If the order does not arrive within that time frame and the error can be traced to Rigby & Peller we are happy to replace the order at no charge to you.

    Please note that if your package has been delivered to and signed for at the specified delivery address, Rigby & Peller cannot be held responsible and will be unable to replace the items.

  • What payment methods does Rigby & Peller accept?
  • Rigby & Peller accept all major credit and debit cards including:

    If you wish to pay using another payment method, please Contact Us.

    Unfortunately we cannot accept personal cheques, Money Orders, or Pay Pal.

  • How can I get a Lingerie Stylist's Advice?
  • If you would like to speak to one of our store staff members directly for their Lingerie Stylist advice, this can be done by calling 0845 076 5545 and selecting the store you wish to contact.

  • I am having problems using the website - how do I place an order?
  • If you are having problems using our website please contact us on 0845 076 5545 or email info@rigbyandpeller.com so that we are able to help you to place your order.

  • What if I want my order to arrive in split deliveries?
  • As a general rule we wait for an order to be complete before we send it out. If you have been informed there is a slight delay with your order you will need to inform us that you wish to split the order for us to then process and send the available items.

    We do not recommend doing this when you have ordered a bra and brief set as you may receive the briefs without the bras.

  • Why are some products available for purchase when they are not in stock?
  • It may be that there is great demand for an item and as such we have over subscribed orders allowing a product to become out of stock. We do however also allow items that are held in stores to be purchased on our website. This allows us to help our customers by offering them products we would not be able to otherwise.

  • I want to see the briefs to match a bra – how do I do this?
  • There are two ways you can do this: If you click on the bra you will see other items in the range displayed below it –you will need to scroll down to view them. Alternatively, click on VIEW RANGE and this will show you all the matching briefs, other shapes of bra and any other products in the range (eg. bodies).

    We also recommend you view the website in full screen mode as this will show you more of the page without having to scroll down. You can normally find this setting right at the top of the screen under VIEW – FULL SCREEN.

     

  • Why has my payment been rejected?
  • There are a number of reasons this may have occurred so you should carefully check the details you have entered and try again. Remember, the Invoice address you enter must match the address that your bank or credit card issuer has on record for you, otherwise your transaction may be declined by our Payment Service Provider even if your bank has authorised payment.

    We do not take payment from you until the goods are despatched, however the funds will be reserved in your account at point of order so you may still see this on your bank statement even if we have not received payment. If the payment is rejected it will take approximately 4 working days for this  authorisation code to drop off and release the funds again.

    If you have checked and entered your details again, please contact either your card issuer or our customer services team for help. Do not enter your details multiple times as this may prevent your funds from being released for other transactions.

     

     

  • I want to see All Bras available in my size – how do I do this?
  • From the Lingerie page – select ALL BRAS then click on VIEW ALL PRODUCTS in the black box above the different bra types. Select your cup size from the box on the left hand side of the screen. Then click on your bra size to see all bras available in that size. You can also narrow down your selection using the Colour filters.

  • How do I create a Wishlist?
  • To create a Wishlist, you need to register or sign in using your name, email address  and a password Here. Then simply browse our site then when you have selected your favourite products click on Add to Wishlist to the right of the item. Once you have created your wishlist you can Email a Friend (or Add to Basket). Your friend will receive an email with the key to your wishlist to they can view and buy your wishlist items. If you don't want to create an account or would like to share more publicly, then click on +Share This to Facebook, Twitter or a host of other sites.