Rules Shop Terms and Conditions
GIFT Voucher Terms Conditions Rules Restaurant Limited
1. Gift vouchers are valid for 12 months from the date of purchase.
2. Gift Vouchers can only be used in a single transaction; and cannot be exchanged for cash. No change or refund will be given.
4. Gift Vouchers may be used for goods or services of a higher value, on payment of the difference.
5. Gift Vouchers will be subject to verification at time of presentation.
7. Gift Voucher only valid at Rules Restaurant Limited
8. In the event of any dispute, the decision of Rules Restaurant Limited is final.
9. Rules Restaurant limited reserves the right to amend these terms & conditions without prior notice.
Shop Terms Conditions Rules Restaurant Limited
Cancellations and Amendments
Once your payment has been processed orders cannot be stopped. In order to cancel your order, you will be required to return your parcel within 28 days. We are unable to amend order details once payment has been processed. Please see our Terms & Conditions for further information on your cancellation rights.
Regulations & Charges
International deliveries may be subject to customs charges out of our control.
For items exported, the carriage charge covers packaging and signed delivery only. When ordering products for delivery overseas, you will be subject to import duties and taxes that are levied once the package reaches its destination country.
If there are additional charges for customs clearance, these costs must be borne by you, we have no control over these charges and cannot predict what these may be.
Customs policies vary widely from country to country, so you should contact your local customs office for further information.
Please note that when ordering from our online shop, you are considered the importer of goods and must comply with all laws and regulations of the destination country of your order.
Returns and Replacements
Any damage or defects in the goods you have received must be notified to us by you within fourteen days of the delivery date.
All items must be returned with the sales invoice within 28 days of the purchase date.
Regretfully, we are unable to offer to exchange items. We do however, offer replacement items for damaged or faulty goods. Please send an email including a picture of the fault and a picture of your invoice to our Customer Service team, who will be able to assist you further. They will advise you how to safely return your damaged goods.
You will not be liable for shipping fees incurred in returning goods that are damaged or faulty.
Our Team will confirm that your return request has been accepted before returning the items as items returned without prior approval may not be refunded. To ensure your refund is processed in a timely manner, please include your sales invoice in the return.
Once the refund has been processed by our team, please allow up to 10 working days to see the refund in your account.
We strongly recommend that you retain your receipt from the local carrier until you have received credit for your return. We regret that we cannot be held responsible for non-delivery of returned goods.
Faulty or Damaged Goods
If you receive a faulty or damaged item, please contact our Customer Service team at info@rules.co.uk with an image of the fault. They will then be able to advise further and organise a replacement of the item where stock allows.
How long replacements take to process and deliver will vary depending on the unique circumstances of each request. This will done by our team Monday to Friday and then shipped with the normal estimated shipping times as stated on this page.
Incorrect or Missing Items
Please contact our Customer Service team at info@rules.co.uk if you have not received an item in your order or, have received an item you did not order. Where appropriate, please include an image of your parcel as you received it.
Missing Parcel
If you have not received your order and it has been longer than the outlined shipping dates on this page, plus the two working days it takes to process your order in our warehouse. Please contact our Customer Service team at info@rules.co.uk. All items are sent via Royal Mail in the UK and their respective organisation in your Home Country. They will require a Signature on delivery. If we are shipping to an address outside the UK, it may be that more import restrictions or customs have held up your parcel.
On occasion, your parcel may be returned to us before it reaches you. In these instances, you will receive an automatic refund and be informed of this via email. If you wish to reorder, you will need to do so through the website as we do not retain parcels that have been returned to us due to non-delivery and therefore cannot send the parcel to you again.
Refused Parcel
If you wish to refuse a parcel or, in scenarios where the parcel was delivered to the incorrect address and refused, the parcel will be sent back to us. On delivery back to us, our returns team will process an automatic refund and you will be alerted via email when this has been completed.
Purchased Online:
We do not offer instore returns for items purchased online. Please visit our Enquiry page to request a return of your items and follow the instructions in our ‘Returning Your Goods’ section of this page. The customer will incur shipping fees for sending their parcel back.
Delivery and Returns FAQ
Can I place my order over the phone?
We are no longer able to accept orders over the phone. For your security, please place your order through the website.
Can I place an item on pre-order?
We do not offer pre-orders on any items.
What happens when I place an order?
Once you have completed your details, submitted payment and your order is successfully placed, you should receive an email confirmation of the order. If you cannot see this email in your inbox after an hour and it is not in your Junk folder, please contact our Customer Service team who will be able to provide the order number or advise further.
We aim to ship 24-48 hours, or 1-2 working days, after your order has been placed. Our Service Team are available Monday to Friday so if you order on a Friday evening, this estimated time will begin from Monday.
If you have not received your parcel 30 days after your parcel was shipped, you can contact our Customer Service team who will be able to assist you further. If Royal mail have attempted delivery but you were not in, you may receive an email from them with further information on your parcel.
How long will it take for my order to be shipped?
We aim to ship your order 24 – 48 hours after you place the order, Monday to Friday. This timescale does not include UK bank holidays or exceptional circumstances out of our control.
Do you offer next day delivery?
We do not offer next day delivery or named-day delivery options at this time.
Can I combine separate orders into one?
Unfortunately, once an order has been placed, we are no longer able to amend any orders, including combining multiple orders into one.
I need to amend my address or name after I’ve placed the order
Unfortunately, once an order has been placed, we are no longer able to amend any orders.
Do you offer Click & Collect?
We do not offer click & collect services.
Can I add a gift message?
We do not offer this service I’m afraid.
Can I pre-order an item?
We do not offer pre-orders on any items.
Registered office: Rules Restaurant Ltd 35 Maiden Lane, Covent Garden, London WC2E 7LB
Company Registration 03428308