Ordering and Payment
How can I order?
You can order easily using our website. When you find a product you need, you can add it to cart and go through the ordering process. After the order is ready for dispatch, you will receive an order summary and information on how your order has been dispatched to your email address. An order summary (but not your payment details) will also be stored to on our online ordering system.
Is there a minimum order value?
No. We offer free delivery for orders over £17.50 and charge a standard flat rate of £3.50 for orders under £17.50.
Why should I buy online?
Ordering online will speed up the ordering process and provides a more secure method for processing your payment. Our website has an SSL certificate which provides a secure encrypted communication between us and the browser you are using and is shown as a padlock. When the order is placed on our website, credit card numbers are encrypted using 128-bit encryption. Your payment details are not held in clear text.
Do I have to order online?
You can also order by calling 01246 462666 during office hours. Online ordering is preferred because by ordering online, you will save time and the online payment system provides the highest level of security.
What payment methods can I use?
You can use all the major credit and debit cards with the exception of American Express. We do not accept cheques or postal orders.
What should I do if the payment is not accepted?
Please try again in a little while. If the payment is still not accepted, please verify your card account balance. If everything is as it should be, but you still can't make the payment, please contact us, either by email or phone, to notify us about the problem and we will be able to take your order manually.
Do you have the product in stock?
All the products which are shown on our site are available. Delivery lead-in times may depend on the products and quantities being ordered.
What are the tax charges?
We are VAT registered, our registration number is 391121618. All prices shown are inclusive of VAT.
What are your delivery costs?
Delivery is FREE for all items on our website with an order value of over £17.50 and a standard flat rate charge of £3.50 is applied to orders under £17.50.
Returns
Do you provide a guarantee?
Yes, we offer a 14-day money back guarantee, in the event you are not entirely happy with the goods. Once we have received the goods back, a refund will be given to the same card used for the purchase, this excludes postage and delivery costs from us and to us. However, if you change your mind, the items must be returned to us unopened and in perfect condition, within 7 days of receipt. You will then be entitled to choose from a full refund, less postal costs, replacement or credit note. The customer is responsible for paying all returns costs under these circumstances. Please notify us of your intentions to return goods by email at info@rivelinglenproducts.co.uk
Can I return a product?
If you would like to return a product outside of the 7 or 14 days specified above, we ask that this is done within 28 days of the purchase. Please email to facilitate this at info@rivelinglenproducts.co.uk . The postage for all returns will be paid for by the customer and a further £3.50 will be deducted from the refunded amount to take account of our administration charges.
What if the goods are damaged or defective?
In the unlikely event that you receive goods which are not what you ordered, are damaged or defective, or are of a different quantity to that stated, we will either make good any shortage or non-delivery, replace or repair any damaged or defective goods, or refund to you the amount you paid for the goods in question. This is on the proviso that you notify us in writing of the problem within 3 working days of the delivery of the item. If you have received an item which has been damaged in transit, where possible sign for the items as damaged and notify us within 3 working days. We may ask you for proof ie. a photo and ask you to return the item to us. If we do not hear from you within this time, we cannot take responsibility for this. This does not affect your Statutory Rights.
Can I cancel my order?
If you want to cancel your order, please do so as soon as possible. If we have already processed and dispatched your order, you need to contact us and return the product (see above for appropriate charges).
Delivery
Can my order be delivered to a different address from my billing address?
If you want the items sending to a different address, this is at your own risk and we cannot be held responsible if you do not receive it. You can specify a delivery address during the check-out process on the website.
How will my order be posted?
Depending on the weight of the items ordered we usually use either Royal Mail (2nd Class) or EVRi. When your order has been successfully placed we will notify you of the delivery method.
How long will it take for my order to be delivered?
Unless otherwise specified, you can expect your order to be delivered within 3 to 5 working days from our dispatch notification. We aim to dispatch most items within 2 or 3 working days on confirmation of your payment. Some larger items could take longer. We will keep you updated via email or telephone if there are any unfortunate delays.
Can I track my order?
If your order has been dispatched using EVRi or another courier, you will receive tracking information by email once it has been dropped off with the Courier.
Can I request that my order is left in a safe place?
Yes, this information can be added during the check out process by completing the appropriate field but this is entirely at your own risk.
What are your delivery costs?
Delivery is FREE for orders over £17.50 and a standard flat rate cost of £3.50 will be applied for orders under £17.50.
Technical
How do I know what size Wire Anchors I need?
Concrete posts are not a standard size so it is important that you measure your posts before ordering. You will need to measure the side, from the front of post to the slot where the timber sits. Refer to: https://www.rivelinglenproducts.com/concrete-post-fixings---wire-anchors-33-c.asp for sizing and measuring information.
How many Wire Anchors do I need?
You will need at least one wire anchor per concrete fence post. If you are planning on running multiple lengths of wire along the length of your fences then you will need to multiply the amount needed by the number of runs.
Can I buy individual Wire Anchors?
You can purchase the Wire Anchors in packs of either 3 or 6.
What is the difference between an End Post Wire Anchor and an External Corner Wire Anchor?
An End Post Wire Anchor can be used on the last post on a run (where the post has only 1 slot on the side where the wood slots) whereas an External Comer Wire Anchor (where the post has 2 slots on adjacent sides) can be used on a run which changes direction to continue around a corner
How do I install the Gripple Starter Kit, Wire and Tensioners?
You can find detailed instructions at https://www.rivelinglenproducts.com/gripple-trellis-starter-pack-65-p.asp and double clicking on the four small pictures on the left hand side. If you are installing the Wire and Tensioners in conjunction with the Wire Anchors then you will need to thread the wire through the Wire Anchor holes rather than the vine eyes.
How many Tensioners will I need?
We recommend that you use a tensioner at each end of a run. We would also recommend that if you have a run longer than 5 fence panels, then you split the run and use an appropriate amount of additional tensioners.
Can the Tensioners be re-used?
The tensioners are designed to be a one-way push fit mechanism, you can only re-use them if you cut the wire on the long side and pull the tensioner through the opposite way.
Contact
What are your office hours?
Our office hours are 9.30am to 4.30pm Monday to Friday.
How can I contact you?
If you have any queries please contact us by email at info@rivelinglenproducts.co.uk or by telephone on 01246462666.