Help

This is the help section of Rip101.com. Here you will find information about us, about ordering and payment, delivery, returns, privacy, security, complaints and our terms and conditions.

Please check our Frequently Asked Questions below or select a category from the menu on the left for more detailed information. If you can't find the information that you require, please don't hestitate to contact us.

• Ordering:
  
  How do I choose Express Delivery?
  Go through the order process until you reach the final ‘place order’ page. On the bottom left of this page are the shipping options. Please be aware that some items cannot be sent by special delivery, these are marked on the item’s listing.
  
  I've placed my order but I want to add something else!
  Please email us at orders@rip101.com and we'll add the item to your order. If your packet is going by Special delivery we'll try to include it but this may not be possible without delaying your order. We'll tell you if this is the case.
  
  I made a mistake on my order, what should I do?
  Email us as soon as possible at orders@rip101.com. Email is preferable as this way we can ensure your order is changed correctly.
  
  I want to cancel my order, what should I do?
  Email us as soon as possible at orders@rip101.com. Email is preferable please. If you contact us over 24 hours after placing, please be aware that your order may have been sent!
  
  Why haven't I received a confirmation email?
  Please check your spam folder first of all. If the confirmation isn’t in there, you can drop us an email to orders@rip101.com or call us on 01481 724648 and we’ll check your order has been received.
  
  Do your prices include VAT?
  No, being based in Guernsey means the price you see is the price you pay. There is no VAT included as we don't pay it here!
  
  
  
• Returns:
  
  How do I return something?
  Please go to our returns page at www.rip101.com/returns/ and complete the returns request form. We’ll send you everything you need by email. We don’t send out returns forms with your order to save on paper.
  
  
  
• Vouchers:
  
  I used a code but you haven’t discounted my order – why is this?
  All voucher codes have their own terms and conditions. Also some items cannot have voucher codes used on them, mainly items sent out directly by the manufacturer. We do make it clear on item listings when a code can’t be used. Also, we do check all orders so if you have misused a code we will spot it!! Email us if you’re still stumped.
  
  I’m trying to enter a voucher code but my basket’s staying the same.
  Please ensure you click ‘continue’ after you’ve put in the code. If you definitely have, then the code may no longer be valid – please email us.

• Delivery:
  
  Why hasn’t my item arrived?
  You should allow up to 5 working days following receipt of your ‘order dispatched’ email for items sent by standard delivery. Most orders take just a couple of days but the Post Office can have serious delays. For Special delivery please allow up to 48 hours from receipt of your ‘order dispatched’ email. Please don’t blame us for the post being slow!!
  
  I’ve waited over a week but still nothing.
  For Special delivery please email us for your tracking code and we’ll investigate.
  For standard delivery: is it possible you were out when the Postman called? 90% of missing items are at the Post Office awaiting collection (and no they don’t always leave a card!) so call them if you can. Royal Mail asks us to wait 14 days before assuming loss so you will need to allow this long before giving up.
  
  I've had one item but the other hasn't arrived yet.
  We often send orders in more than one package, mainly because your order is located in more than one warehouse. Please be patient and allow a little longer for the missing item(s). We always send items out on the same day, so it's probably just a postal delay. On rare occasions an item may be out of stock. This should be noted on your packing slip but we will also email you.

• General:
  
  When are your offices open?
  We’re here from Monday to Friday between 9am and 5pm.
  
  How can I become a Rip101 model?
  Please email us a recent photo with your height, age and contact details. Vacancies are rare but we will get back to you if anything crops up. Most models used on our site are Age 14 (kids), UK 6 – 8 (womens) or Medium (mens) and you must live in Guernsey!