Frequently Asked Questions

What are your opening hours?

Monday – Friday 9am to 5pm Excluding Public Bank Holidays.

Please check our website and social media for Easter and Christmas opening times. Orders can be placed 24/7 via our website, but dispatch times will vary during this time.

How do I order?
All fencing orders can be made by phoning the office between 9am and 5pm or using our website. Mobile Yards can only be ordered via phoning the office.

I live outside of the UK. Can I order from your website?
Not all our products are available for purchase outside of the UK. All deliveries outside of the UK are chargeable. Please contact us via phone or email if you wish to place an order, and a quote for postage can be obtained.

Can I change or cancel my order?
We aim to dispatch all orders placed by 12pm on the same day. Any changes can be made before this time. Changes required after 12pm cannot be guaranteed and may incur a cost. Please call us as soon as possible if you would like to change or cancel your order.

Can I track my order?
Unfortunately, we are unable to offer this service. Please call us if you have specific delivery requirements or questions about your delivery.

What happens if the product I want is out of stock?
Please email info@rappa.co.uk, and we can provide an estimated delivery date.

Who do I pay?
Rappa’s legal name is Rappa Fencing Limited.

Do I get a VAT receipt?
Yes, VAT receipts will be emailed within 2 working days. Receipts can also be accessed online via “Your Account”.

How can I pay?
Payment can be made via the website by Credit/Debit Card. Once full payment has been made goods will be despatched.

Can I collect my order?
Rappa does not have a “shop”, so all orders must be placed and paid for and collection stated at the time of ordering.

When will my order arrive?
We process orders on the same day during the hours of 9am-5pm, Monday to Friday (excluding Bank and national holidays). Orders placed before midday will be despatched the same day.

Normal delivery time is one to two working days, although the majority of orders are received overnight. However, we do advise you to place your order at least two working days before you need it delivered. Delivery to Highland & Island areas will be 3 to 5 working days. Please note that this does not apply to Bank Holidays upon which we will be closed.

What happens if my parcel is late or missing?
Our deliveries are checked daily, and we endeavour to advise of any delay to your delivery as our couriers inform us. If your delivery is late, please contact us via our Contact Us page. Generally, we would consider a delivery to be lost if it does not arrive within five working days, and we will then endeavour to track it down.

What happens if the item received does not match my order?
Before you sign for the delivery, please check that you have received the correct number of parcels as detailed on the delivery sheet. If you did not sign for your delivery and have missing or incorrect items, please contact the Rappa office ASAP. This must be done within 7 days of delivery.

What is the delivery cost?
Delivery to mainland UK including the Isle of Wight is free if you order over £100 ex VAT online. This does not apply to offshore islands, Northern Ireland or the Republic of Ireland which will require a quotation; please check before placing your order. Should you live outside the UK mainland, please contact us for a quote.

Do I have to be present to receive my goods?
Unless otherwise specified, we will give instructions for your goods “to be left safe if out” on all deliveries to all carriers.

What happens if my parcel arrives damaged?
Should the delivery be damaged in any way, please ensure you sign for it as such and notify us within 48 hours. It can be refused if you do not wish to take possession of the delivery.

Can I return an item?
To cancel an order, you must inform us in writing. You must also return the product(s) to us immediately, in the same condition you received them, at your own cost and risk. It is your responsibility to take care of any products in your possession that need to be returned.

What products are exempt from returns?
You will not have any right to cancel a contract for the supply of any bespoke products.

When will I receive my refund?
We will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the price of the product in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us.

How will I be refunded?
We will refund any money received from you using the same method originally used by you to pay for your purchase. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

How do I log into my account?
Click on the person icon located in the top right of the website.