FAQ

Email: reggieratandfriends@gmail.com

Hours: Monday - Friday, 10:00-16:00 GMT. We try our best to respond to emails within 1-3 business days.

Unfortunately, no. Any Reggie Rat and Friends or other branded items not purchased from the shop at reggieratandfriends.com are not eligible for exchange or return through our website. Please contact the retail store or e-commerce site directly to source options for exchange or return options. Or check their policy for further details. We apologise for any inconvenience in this matter.

We aim to dispatch orders within 1-5 business days. Delivery time will vary depending upon your location and the size of your order.

You will receive a confirmation email when we receive your order. Please check your spam or junk folder if this email is not received within a short time of placing the order. If this is the case, please mark the confirmation order email as not spam. This will allow you to see future messages. Once your order has been dispatched, you will receive another confirmation email with your tracking information.

Yes, we do. But please note that shipping outside the United Kingdom will incur additional charges. Furthermore, the arrival shipping time to your location will take longer.

Upon receiving your order, you should return the item/s you wish to return to our customer service team within 14 days from the day on which we were informed you wish to return the item/s. Please refer to our terms of sale for full details.

You should return the item/s you wish to return to our customer service team within 14 days from the day on which we were informed you wish to return the item/s. Please use the return note; this will help us process your return. Please use the customer service label on the front of the delivery note and include it in your package; ensure all areas are complete to prevent return delays.

You, the purchaser, is responsible for paying all shipping costs for returning the item/s. Recorded delivery is recommended for safe return. Original shipping costs are non-refundable.

Upon receiving an item/s that is damaged or defective, please email a photo of the item/s and the damaged or defective area to reggieratandfriends@gmail.com. Please include your name, email, and order number in your email to us. We will review the photo and contact you with further instructions. Once our customer service team has received the returned item/s, if upon inspection the item/s has been defaced or believe it to have had visible excessive use and wear and tear, no refund will be given, nor the cost for returning the said item/s. It is the responsibility of the purchaser to ensure item/s is refunded in the same condition. For damaged or defective item/s please contact our customer service team if you wish to exchange the item/s.

Contact our customer service team at reggieratandfriends@gmail.com. One of our customer service team members will respond within 1-3 business days with instructions.

Please allow up to 14 business days for your return to be processed.

Yes, the author is happy to sign copies from any of our book series. This also reaches out to Reggie Rat and any of his faithful friends. Please specify who you would like to sign the copy in the ordering comments box. For further information, please see the ‘personalised copies section’.