Shipping policy
Shipping Policy
Effective date: 28/Aug
Here is what happens between you paying and a box arriving.
Where we ship
We deliver to addresses in the United Kingdom. We do not currently ship elsewhere.
All prices and delivery charges are shown in pounds sterling.
Handling time
Orders are prepared and packed within 1-2 working days, Monday to Friday, excluding public holidays. Orders placed at a weekend or on a holiday start on the next working day.
You will get an email with tracking as soon as your parcel is on its way.
Delivery time
Once dispatched, delivery normally takes [3 to 5] working days.
These are estimates. Carriers are occasionally late for reasons neither of us controls, and we cannot promise a specific date.
By law, we will deliver within 30 days of your order unless we have agreed otherwise with you. If we cannot, you may cancel and receive a full refund.
Delivery costs
The exact charge for your order is calculated and shown at checkout, before you pay. There are no charges added afterwards.
Tracking your order
When your order is dispatched we email you a tracking number and a link. Tracking usually starts updating within 24 hours of the carrier scanning the parcel.
You can also check the status on our Track Your Order page.
If your parcel is late
If your order has not arrived within 5 working days of dispatch, email us at Contact@ropiu.com with your order number. We will chase the carrier and keep you updated.
You do not need to contact the carrier yourself. Your contract is with us.
If your parcel does not arrive at all
Your order remains our responsibility until it is in your hands. That includes parcels marked as delivered by the carrier that never reached you.
If tracking says delivered and you do not have the parcel:
- Check with neighbours and look for a carrier card or a safe-place photo. This resolves most cases within a day.
- If it does not turn up, email Contact@ropiu.com with your order number.
We will investigate and either send a replacement or refund you in full. We will not ask you to make a claim with the carrier yourself.
If your parcel arrives damaged
Email Contact@ropiu.com with:
- Your order number
- Photographs of the outer packaging and of the item
- A short description of the damage
We will send a replacement or refund you in full, including delivery costs, at no cost to you. Please keep the packaging until the matter is settled, as the carrier sometimes asks to see it.
Full details of your rights are in our Returns & Refunds policy.
Getting the address right
Please check your delivery address at checkout. If you spot a mistake, email us straight away — if the order has not been dispatched we can usually correct it.
If a parcel is delivered to an address you gave us in error, we cannot recover it, and we are not able to refund or replace that order. This does not affect your rights where the fault is ours.
If a parcel is returned to us as undeliverable, we will contact you. We can resend it, though a second delivery charge may apply, or refund the item price.
Changing or cancelling an order
You can cancel any order before it is dispatched, for a full refund including delivery. Email us as soon as you can.
After dispatch, see our Returns & Refunds policy — you have 14 days to cancel by law, and 30 days to change your mind under our own returns promise.
Contact us
Ropiu Email: Contact@ropiu.com Business address: Unit RU55, Ocean Dr, Leith, Edinburgh EH6 6JJ, United Kingdom Hours: Monday to Friday, 9:00 AM to 5:00 PM UK time