FAQs

Adding an item to your basket does not reserve it.

If another customer completes their purchase before you check out, the item may sell out and be removed from your basket.

To avoid disappointment, we recommend completing checkout as soon as you are ready to buy.

Yes, where a promotional code is valid, you can enter it at checkout before completing your payment.

The discount will be applied if the code meets the promotion terms. Some items, offers, delivery methods or sale products may be excluded.

Only one promotional code may be accepted per order unless the promotion terms state otherwise.

If your payment is declined, first check that your card details, billing address and security code have been entered correctly.

You may also want to try another payment method.

If the issue continues, please contact your bank or payment provider, as they may be blocking the transaction for security reasons.

Your order has been placed successfully once you reach the order confirmation page at checkout.

You should also receive an order confirmation email with your order number and order summary.

If you do not receive confirmation, check your junk or spam folder first. If you still cannot find it, contact Customer Care before placing another order.

You can pay using the payment methods available at checkout.

The options shown may include debit or credit card, gift card and any supported express or alternative payment methods available for your order. This will include Apple or Google Pay, PayPal and Klarna.

Available payment methods can vary depending on your location, device and the items in your bag. You will see all available options before completing your purchase.

Discount codes usually need to be entered at checkout before your order is placed.

Once an order has been completed, we may not be able to apply a promotional code retrospectively.

If you forgot to use a code, contact Customer Care as soon as possible with your order number and the promotional code. The team can check whether anything can be done, but this is not guaranteed.

Yes, if gift cards are available, you can use a gift card when placing your order online.

Enter your gift card details at checkout and the available balance will be applied to your order total.

If your gift card does not cover the full order value, you can pay the remaining balance using another accepted payment method.

Yes, your payment information is handled securely through the checkout.

Payment details are processed using secure payment technology, and Radley does not display your full card details after your payment has been processed.

For your security, your bank or payment provider may sometimes ask you to complete an additional verification step before approving the transaction.

If your discount code is not working, check that it has been entered exactly as shown and that it has not expired.

Some codes only apply to selected items, full-price products, specific order values, or certain customer groups. Sale items, gift cards, delivery charges and other promotions may also be excluded.

If your code still does not work and you believe it should, contact Customer Care with the code and a screenshot of the issue.

Usually, only one discount code can be used per order.

Some promotions cannot be combined with other discounts, sale offers, gift cards, delivery promotions or price adjustments.

If a code cannot be combined with another offer, the checkout will usually apply the eligible discount or show that the code cannot be used.

Billing details usually cannot be changed once an order has been placed, as payment processing begins straight away.

If you entered the wrong billing address or notice an error, contact Customer Care as soon as possible with your order number.

We may not be able to update billing information after checkout, but the team can advise you on the best next step.

If you see more than one payment for the same order, one of the payments may be a pending authorisation rather than a completed charge.

Pending authorisations are usually released automatically by your bank or payment provider if the transaction was not completed.

If you are unsure, check with your bank first. You can also contact Customer Care with your order number and payment details so the team can look into it.

If you are having trouble checking out, first check that your delivery address, billing address and payment details are entered correctly.

You may also want to refresh the page, remove and re-add the item to your bag, try another payment method, or use a different browser or device.

If the issue continues, contact Customer Care with details of the error message and the item you are trying to order.

Your order confirmation email includes a summary of your order, including the items purchased and the amount paid.

If you need a VAT receipt or invoice for your order, log in to your account using the email address used on the order (we use passwordless accounts so you will be sent a 6 digit one-time use code to log in).

In your account, you may view previous orders and, on the order details page, you will be able to find a link to view the invoice for the order.

Once your order has been placed, we begin processing it as quickly as possible.

This means we may not always be able to change the delivery address before dispatch.

If you need to update your delivery address, contact Customer Care as soon as possible with your order number. If your order has already been dispatched, you may need to contact the courier directly where available.

Yes, we do - International delivery availability is shown at checkout. Our current list of countries includes, and is not limited to: Australia, Canada, New Zealand, South Africa, Germany, Ireland, south Korea, Hong Kong, and many more across Europe and Asia.

The countries and delivery options available may vary depending on your delivery address and the items in your order.

If your chosen country is not available at checkout, we may not currently deliver to that location.

If your order has not arrived, check the tracking link in your dispatch email first.

The courier tracking page should show the latest delivery status where tracking is available.

If your order is overdue, your tracking has not updated, or you are concerned your parcel may be missing, contact Customer Care with your order number so the team can look into it.

If you are not home when your order is delivered, the courier may leave delivery instructions, attempt delivery again, deliver to a safe place, or offer a collection option.

The exact process depends on the courier and delivery service used. In the UK, we use DPD for our delivery service and they have the option to reschedule your delivery ahead of time.

Check your tracking link for the latest courier instructions and available delivery options.

If an item is missing from your delivery, please check your dispatch email and tracking information first.

Some orders may be sent in more than one parcel, which means your items could arrive separately.

If all parcels have arrived and an item is still missing, contact Customer Care with your order number and details of the missing item so the team can look into it.

If your parcel arrives damaged, please take clear photos of the damaged packaging before opening or disposing of it.

Then check the items inside carefully.

If the items are damaged or you are concerned about the condition of your delivery, contact Customer Care with your order number, photos of the packaging and any details that may help the team investigate.

If your item arrives damaged, please contact Customer Care as soon as possible.

Include your order number, a description of the issue and clear photos of the damaged item. If possible, also include photos of the packaging the item arrived in.

Please keep the item and packaging until the team has reviewed your case, as they may need these details to help resolve the issue.

Some orders may be sent in more than one parcel.

This can happen depending on stock location, item availability or packaging requirements.

If your order is split, you may receive separate dispatch emails and tracking details for each parcel.

Most orders arrive together, but some orders may be sent in more than one parcel.

This can happen because of stock availability, packaging requirements or fulfilment location.

If your order is split, you may receive separate dispatch emails and tracking links for each parcel.

If your order shows as delivered but you have not received it, check the courier tracking details first.

Your parcel may have been left in a safe place, with a neighbour or at a local collection point.

If you still cannot find your parcel, contact Customer Care with your order number and any tracking information so the team can investigate.