Frequently asked questions.

We currently deliver across the United States. We do not ship internationally at this time.

Shipping is free on every US order, with no minimum spend. Every order is fully tracked from our warehouse to your door.

Orders are processed within 1 to 2 business days. Orders placed before 2:00 PM EST are typically dispatched sooner. Delivery then takes a further 3 to 7 business days, so most orders arrive within 4 to 9 business days, fully tracked.

As soon as your order is dispatched you will receive an email with your tracking number. You can also follow your parcel at any time on our Track My Order page.

Not at all. Carriers can take 24 to 48 hours to register the first scan after dispatch. If your tracking has not moved for longer than that, email us with your order number and we will look into it straight away.

If your order has not yet been dispatched, yes. Email us as soon as possible with your order number and the correct address and we will update it. Once a parcel is with the carrier we are unfortunately unable to redirect it.

You have a full 60 days from the day your order is delivered to return any unused item in original condition for a refund. There is no restocking fee. Return postage is paid by the customer.

Email customersupport@richardsonandward.com with your order number and the piece you would like to return. We will reply within 1 business day with simple return instructions.

Refunds are issued within 3 business days of your return passing inspection, back to your original payment method. Depending on your bank, it may take a few further days to appear on your statement.

We are sorry, and we will make it right quickly. Email us a photo of the issue within 60 days of delivery and we will issue a full refund or send a free replacement, whichever you prefer. You will not need to post the item back to us.

Of course. The quickest route is to return the original item for a refund and place a fresh order for the one you want, so it is not sold out while you wait. Alternatively, email us and we will arrange the exchange for you. For non-faulty exchanges, return postage is paid by the customer.

Email us as soon as possible with your order number. If your order has not yet been dispatched we will happily change or cancel it. If it has already left the warehouse, you can simply return it under our 60-day policy once it arrives.

Visa, Mastercard, American Express, Discover, Diners Club, UnionPay and Maestro, alongside Apple Pay, Google Pay and Shop Pay.

Yes. Checkout is fully encrypted and processed by Shopify, which is certified to the highest level of PCI DSS compliance. We never see or store your full card details.

First, check your spam or promotions folder, as confirmations occasionally land there. If it is nowhere to be found, email us and we will confirm your order and resend it.

Every product page lists full details, measurements and options where they apply. If you are unsure which is right for you, email us and a real person will help you decide before you order.

Care guidance is listed on each product page where it applies, and included with your order where relevant. If you are ever unsure how best to look after something, email us and we will gladly advise.

That is the standard every piece is selected against. We judge each one by its material and make, the kind of quality that wears in rather than wears out. And if anything ever falls short, you are covered by our 60-day policy.

Only to fulfil your order and provide support, as set out in our Privacy Policy. If you join our mailing list, we use your email to send occasional letters, and you can unsubscribe at any time.

No. We never sell your personal information.