FAQ

Is your site secure?

Yes. We have a SSL certificate which you will see is working as you'll see the padlock sign, the web address will change from http:// to https:// and will turn green when you go to access your account or use the guest checkout. This means your data is encrypted meaning is it very safe to use our site. To further protect your financial details we use PayPal, the most widely used and reputable payment gateway in the world which means you can shop with us with total confidence.

What's the quickest way to contact you?

By email at info@rapunzelsretreat.co.uk - as we're an online store we have access to email at all times. We usually answer queries within two hours (Monday - Friday, 9am-5pm) but often answer within 15 minutes or so. (And sometimes in evenings and weekends too though we can't guarantee that so if you email after 5pm - expect to receive an answer by 11am the following day.) Otherwise, you can phone us on 01242 460 111. Due to popular demand, we will be implementing LiveChat soon for our website to answer your questions directly through a instant chat feature on our site very soon.

A product is out of stock – when will you get more in?

Time varies. If you’re interested in a product that is currently out of stock, drop us an email at info@rapunzelsretreat.co.uk and we’ll answer you within two hours (Monday – Friday, 9-5pm) otherwise we’ll reply the next working day.

When will I receive my product?

We dispatch goods the same day (when orders are received before 3pm, Monday to Friday) Orders placed after 3pm or at weekends will be dispatched the next working day. The time it takes for your goods to arrive depends on what delivery option you chose. Please see our delivery page for further guidance.

How do you package your products?

The majority of our products are wrapped in tissue paper and sealed with a Rapunzel’s Retreat branded label. We package most of our items in boxes or jiffy bags but occasionally in strong plastic postal bags.

What's included in the postage and packaging costs?

The couriers postage costs for shipment, the materials (box, tissue paper, labels and printing costs etc.) along with the admin involved in packing and sending the parcel. We charge a flat rate simply because  we feel a weight based calculation at checkout is not a user-friendly experience for customers and that giving an upfront cost is best. Our prices are competitive with other independent online retailers and we don't make any profit from our post and packaging cost.

Why do you not offer free returns?

We're a small (but growing) company and we feel that our pictures, descriptions and measurements represent our products very well - enough so that our customers can decide whether the item is right for them and their situation. If an item arrives damaged/missing then we will obviously arrange for it to be collected and a replacemet to be sent at our own cost.

Do I need to create an account with you?

No - it's optional, however the benefits of having an account with us include order tracking, order history and the ability to save products to your basket. At checkout you can also select to be included in our newsletter. We don't email often but when we do it usually includes decor trends, new products, special offers or discount codes.

Why do I leave your site at the end of checkout and go to PayPal?

Our site uses the world renowned PayPal, payment gateway for the highest security and encryption of your credit/debit card details. It does mean, however, that you are taken onto their site briefly to enter your card details or to log into your account. Once payment has been made you will return back to our site and you will see an order is confirmed webpage.

Do I need a PayPal account to shop with you?

No. You can use your credit or debit card without creating an account for PayPal. If you chose to create or use a PayPal account it means you do not need to enter your billing address and card details as PayPal saves your card details in a virtual 'wallet' making transactions simple and quick.

How can I find out more about Rapunzel's Retreat and your products?

The best way is to sign up to our email, follow us on twitter @rapunzelretreat (our name misses out the 's' as twitter likes things short!) or like us on our facebook page We love hearing from customers about products they'd like to see so please get in touch by email at info@rapunzelsretreat.co.uk or fill in our contact form here.

Do you have a shop I can visit?

No - we're an online only boutique at the moment but as soon as this changes we'll be sure to let you know!

I don't want to miss out on special offers - what can I do?

Please like us on our facebook page and check here for updates. We also list our special offers on twitter as well @rapunzelretreat (our name misses out the 's' as twitter like it super short!) and we also publicize our discounts via our email mailing list which you can sign up for on our homepage or during account registration.