FAQ & RETURNS
Click the topics to see Frequently Asked Questions
My order has not been delivered. What can I do?
Unless otherwise stated, all our items are sent via Royal Mail. In the very rare situation that your item does not arrive, please first try the following:
- Check if the item has been dispatched
Check the status of your order by clicking ‘My Orders’ under the ‘Account’ option on the main menu displayed on every page. If the order is marked as ‘completed’, this means your package has been dispatched.
- Check if the item at your local postal sorting office
It’s possible that Royal Mail have been unable to deliver your package and may be holding it at your local sorting office, especially if dispatched via Recorded/Signed For Delivery. Please contact your local postal sorting office to see if they have your order. UK customers can find their local sorting office on the Royal Mail Location Finder.
- Check how long ago the item was dispatched
To do this, click on the ‘My Orders’ link under ‘Accounts’ option on the main menu. Then check the date that your order was marked as completed, this is the date that your order was dispatched. Royal Mail’s terms & conditions require that customers wait at least 15 WORKING DAYS for UK deliveries, or 28 WORKING DAYS for EU deliveries before you can make a lost parcel claim. We understand the frustration that a delayed or lost item can cause but unfortunately we cannot take any action until this time has passed.
- At any time feel free to contact us
Please contact us any time through our Contact Us page, quoting your order number and email address. We will do our best to try and resolve the situation.
I am missing an item from my order. What should I do?
If you have an item missing from your parcel, please contact us right away through our Contact Us page, stating which item is missing and quoting your order number and email address.
Do you deliver internationally?
Yes, using Royal Mail’s international delivery service.
I would like to place an order on the website and it is asking me for a postcode, but I do not have one. Can I still place an order?
Unfortunately, we require a valid post code in order to post your item.
Can I cancel or amend an order once it has been placed?
Provided that your order is still in the ‘processing’ stage, you can make amendments to your order. If you wish to change your delivery address, you must contact us via our Contact Us page stating your order number and the new delivery address. It must be noted that changing your shipping address under ‘My Account’ will not change the shipping address for outstanding orders. Once your order status has been marked as ‘completed’, you cannot make any amendments. Please ensure you review all information carefully as you proceed through our checkout. However, you can return any unwanted product to us after it has been delivered. For details of our returns/refund policy, please see below.
What is your refund policy for items purchased from the website?
RansomRacing.co.uk is happy to offer a refund or exchange on any merchandise returned within 28 days, provided it is returned in the condition it was sent. All products are visually inspected prior to dispatch to ensure they meet our high quality standards. If you wish to return an item, simply send the item back to us with a letter stating your order number, reason for returning the item and contact details. A refund will be processed once we have received and inspected the returned item.
If I return an item to you, is my postage refunded?
The initial postage and packaging charge is only refundable for faulty goods, goods not as described, incorrect orders or orders cancelled within 7 days, by contacting us via our Contact Us page, in line with the Distance Selling Regulation act.
My payment card has changed/expired. How will I receive my refund?
RansomRacing.co.uk is required to process all refunds to the original payment method applied when you placed your order. This is the case even if the payment card used has now expired, or your account has been closed or cancelled. Normally, in this case a refund will automatically be processed to the same account. If you have another payment card with the same issuing bank, they can typically apply the refund to your new card. If you no longer have a credit card with that bank, as an alternative they may be able to issue your refund by cheque.
One of my items has been cancelled? Why did this happen?
Items can be cancelled if there was an issue with locating stock or we could not process your payment details. No money will be taken for these items.
How can I pay on the Ransom Racing website?
We use PayPal as our only method of receiving payment because it is the safest method for our customers and ourselves.
You do not require a PayPal account to pay with PayPal, as you can use the guest checkout option. This allows the use of all major credit and debit cards.
We do not accept:
- Cheques or postal orders
- Cash in any currency
- Book tokens
- Purchase orders
- International wire transfers