Overview.
This website is operated by RSK Enterprise Limited (trading as Ralph & Mimi). Throughout the site, the terms “we”, “us” and “our” refer to Ralph & Mimi . Ralph & Mimi offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
Orders.
These terms and conditions apply to purchases made via the Ralph & Mimi website store www.ralphandmimi.com or telephone purchases only.
By placing an order via our website you confirm that:
- You are capable of entering into a legally binding contract
- You are purchasing goods as a consumer and not as a wholesale purchase
- You can be contacted by Ralph & Mimi via email regarding your order, and for marketing purposes. You can unsubscribe from this mailing list at any time.
When making a purchase we require your name, billing address, delivery address, telephone number, email address and payment details.
Once you have submitted your order through our website, we will send you an acknowledgement email listing the products ordered.
This email acts simply as an acknowledgment that your order has been submitted and will be processed by us, and it should not be considered that the order is confirmed or accepted at this point.
Creating An Account With Ralph & Mimi.
To place an order using the Ralph & Mimi website, you will be obligated to create an account with us. This requires you inputting your personal information. All personal information asked by us is compulsory in order to process your order.
Required and compulsory information would be identified by an asterisk (*). Information not identified by an asterisk (*) is not compulsory but is however recommended to help us improve your use of the site.
You can read our full privacy and cookie policy for more information to see how all personal information is used and stored. You may also contact our customer service team who will be happy to provide further information.
When creating an account with us, you will be asked to create a password. Your password allows you to access your account and is set up for your account security. It is your responsibility to ensure this password is secure and kept confidential. The website owner has no record or access to your password and cannot be held accountable for failure to provide a secure password and keep this confidential.
If you suspect or become aware that your account password has been compromised, you can change this in the account or contact us directly to suspend the use of the account.
Stock Availability
Please note all orders are subject to stock availability. We may on occasion be unable to supply an item ordered due to stock shortage.
In the event of the product ordered being out of stock, we will advise this via email or telephone, and refund you the amount you have paid for the product in full. We will do our utmost to let you know as soon as we can if we cannot fulfil any part of an order.
Your order will be accepted and confirmed by us when the products have been despatched, we will email you to confirm your order has been sent.
Payment
For all orders placed on www.ralphandmimi.com, payment will be taken at the point of placing the order, once the order has been submitted to our website.
Please note that any applicable refunds will only be issued to the original payment method.
Delivery.
Our delivery options vary by shipping destination, product and service. Please visit our delivery and returns pages for further details.
Multiple unsuccessful delivery attempts or refusal to accept deliveries will result in the return fee being deducted from your refund.
Our free UK delivery service is only valid for orders based in the UK Mainland and excludes Northern Ireland & Northern Scotland. Please note, this free delivery option is subject to change and does not affect your statutory rights. This is only available on the next working day delivery unless otherwise stated.
Orders placed prior to 2pm are sent same working day (Monday-Friday only). Orders placed after 2pm on Friday will be sent the following working day.
Orders over £150 qualify for free delivery, tracking details of any order placed with us will be sent immediately after dispatch. If you have not received your order after 7 working days, please contact us. In all cases of free shipping promotions, the shipping charge only will be deducted. No taxes, duties or customs charges will be removed.
All delivery time scales and estimated dates provided are an estimate and not a guarantee.
We will try to ensure that your order is delivered by the estimated delivery date; however, there may be circumstances where delivery is delayed because of events beyond our reasonable control. If this happens, we will try and arrange for your products to be delivered as soon as possible; however, we will not be liable for any losses caused as a result of such delay. Please note: there may be occasional delays with delivery due to busier periods. In such instances, our customer service team can advise you further on the expected delivery date for your order.
Deliveries will be carried out by third-party couriers. By placing an order on the website, you agree to the conditions of carriage of our delivery partners.
Delivery Restrictions.
Please note: we are unable to deliver certain products outside of the UK (such as alcohol, beauty and fragrance, wood products, and perishable items). These restrictions are subject to change dependent on a number of factors, including local import restrictions. Please note: information on delivery restrictions is also shown on individual product pages. We can only deliver to one shipping address per order.
Deliveries Taxes & Duties.
Depending on where your delivery address is, different taxation rules and additional charges might apply. If you are shipping items internationally, you might need to pay import duties upon receipt of the products. We will notify you during the check-out process if import duties are included or not. Unfortunately, we have no control over these charges and we cannot advise on their amount. The payment of any import duties or taxes is your responsibility. Before placing your order, please contact your local Customs office for further information and a ‘landed cost estimate’. Ralph & Mimi is not responsible for items confiscated or delayed by local Customs authorities.
Click and Collect.
We offer a Click and Collect service to collect your order at our Hexham store. If Click and Collect is available for your order, this will be displayed at the checkout. Once you have selected Click and Collect as your delivery option and completed your order, we cannot re-direct your order to another address.
You will be notified once your order is ready to collect. You must bring your email confirmation and a valid proof of ID to collect your order.
Returns.
We offer a full refund (excluding delivery costs) on any items that have been returned to us pithing 14 days of the delivery date.
It is very important that items to be refunded or exchanged are returned to us in a saleable condition. Please return any items in the original packaging with any labels, tags, etc. still attached. Please note that we cannot issue a refund for items that have been worn.
While we offer free returns for all orders, the original delivery cost won’t be included in your refund. Please note: if you return an item, the taxes and import duties will be refunded to you if they were originally included in the purchase price. If they were not included, you will be responsible for reclaiming duty directly from your local Customs office.
Non-Returnable Products
The following products cannot be returned:
- Products that are personalised, bespoke, altered or otherwise made to your specification
- Beauty products, fragrances.
- Certain accessories (hosiery)
Pricing, Product & Service Descriptions.
If a discovery has been made that we have made a pricing error, we reserve the right to suspend your order and contact you to ask whether you wish to continue with the order at the correct price. We will not be obliged to supply goods at the incorrect price. We present our content 'as is' and make no claims to its accuracy, either expressed or implied. We reserve the right to amend errors or to update product information at any time without prior notice.
Packaging may in fact vary from what is shown on the website and all weights and dimensions of products are not a guarantee and approximation only. Although we try to ensure that every image of the product and colour is accurately displayed, depending on your viewing device and settings, colour may be altered to that of the product. In the event of the image of a product being incorrect or inaccurate, we will contact you prior to dispatch or you can contact us directly on receipt to discuss further, the product received and how to proceed.
UK Delivery.
All standard domestic orders are either sent with DPD or Royal Mail these deliveries may require a signature upon receipt of goods.
To avoid any potential delays in receiving your items, please ensure the billing address matches the address on your card statements. For security our customers may also be subject to standard fraud prevention checks.
*UK deliveries to certain postcodes in the Channel Islands and Scottish Highlands can take up to eight working days to be delivered. These postcodes are affected: GY9–10, HS1–HS9, KW15–KW17, PA41–61, TR21–25, ZE1–ZE3, ZE–ALL.
Please note: for both UK and international orders, delivery may be delayed due to situations beyond our control, for example: Customs delays, adverse weather conditions or increase in demand. Our Customer Service Team will update you if anything changes with your order.
We do not currently despatch on a Saturday or Sunday. Orders placed prior to 2pm GMT are sent same working day (Monday-Friday only). Orders placed after 2pm GMT will be sent the following working day. All orders over £150 are sent FREE of carriage charges.
Click and collect is available at or Hexham location, you will be notified by email once your order is ready.
International Delivery.
Europe
All products are shipped from the United Kingdom. As the United Kingdom has now left the European Union it has meant an end to the free trade agreement as we know it. Meaning our customers that live within the EU will have duties and taxes to pay on top of their purchase, these will not be part of your Ralph & Mimi invoice and are to be paid by you upon entry of your destination country.
Rest Of The World
It is important to note that you may have to pay customs duties and taxes on the items you purchase with us and that these local fees are not included in your Ralph & Mimi invoice. Ralph & Mimi are unable to predict these charges and we recommend contacting your local importing office. However, places like USA have a threshold of $800 and Australia of $1000 before anything needs to be paid. We would advise splitting your order if you're going to go over these thresholds.
Items that cannot be shipped outside of the UK
Currently with the EU shipping restrictions that have been put in place, sales of Beauty and Grooming products have been blocked. We apologise for any inconvenience caused.
Security & Liability.
The couriers we use ensure that your goods are delivered / signed for correctly to ensure that your items are in safe hands. Ralph & Mimi will not accept liability for any delivery instructions that have been issued to our delivery partners by you the customer. For example is instructions are left requesting a parcel to be left in a safe place like a garage, neighbour or shed, we cannot accept responsibility if you do not receive your goods.
Your order is insured in the unlikely event that your parcel is lost/damaged or stolen whilst in transit and in the care of the couriers. However, once the parcel has been delivered or signed for then it is no longer covered within that agreement and the responsibility of the parcel and the contents within the parcel falls to the recipient.
Returns.
We hope that you love your purchase, although, we know that sometime this is just not the case. We are happy to offer you a refund (minus delivery costs) or exchange if you contact Ralph & Mimi within 14 days of receipt in order to acknowledge the return. Good then need to be returned to us within another 14 days of this acknowledgement in a re-saleable condition with label, tags intact and unworn.
Important information:
Please bear in mind when requesting the return of clothing the items must have all tags, labels in tact and be in an unworn condition. Shoes must be tried on on top of carpeted areas any damaged boxes or shoes with damaged soles will not be accepted for return.
For online returns we aim to process all refunds within 1-2 working days of receiving the item. Please bear in mind that seasonal returns may incur a longer wait for items to be processed. All successfully returned items will be credited to the account they were paid with.
Please allow 3-5 working days for your refund to appear back in your bank.
In Store Returns.
We do accept items that have been bought online to be returned in to our Ralph & Mimi store, please note you must bring your proof of purchase with you and have your returns form filled out. Refunds for items brought back in store are processed as soon as they are received.
Full price items at the time of purchase that have been bought in store can be brought back with a receipt within 14 days of the purchase for a refund, credit note or exchange.
If you have bought an item in the sale please note that you have 7 days from time of purchase to return the goods back to the store and be aware that sale items can only be exchanged or a credit note issued. Refunds will not be given on sale goods this is non negotiable.
Faulted Or Defected Items.
If your item is damaged or has a manufacturing fault we will potentially offer you either a repair or an exchange. In these cases you will need to return you item for assessment. Contact us at info@ralphandmimi.com for further information regarding these kinds if returns.
Please be aware that goods will only be classified as faulty if they have been either received damaged or where a genuine manufacturing fault happens within six months following your purchase. Items damaged as a result of wear and tear are not considered to be faulty and will not be accepted. Ralph & Mimi do not accept responsibility for damaged items or faults that have occurred after the six month period. Sometimes we are able to contact the manufacturers to help resolve the issue but this is dealt with case by case and no guarantees are made.
Once we have received your item a member of our customer care team will then inspect the item to establish the potential cause of the fault and to decide whether you are entitled to a full refund, exchange or a repair. We may need to speak to our brands in order to establish this.
If you item is able to be repaired either by us or by the manufacturer it may take up to 6 weeks if the item needs to be sent back to the manufacturer for repair. If exchange is offered but we no longer have the stock to offer such an exchange a full refund will be offered instead.
Christmas Returns.
Over the Christmas period we extend our returns policy to make life that little bit easier. Any items purchased from November 1st in store or online, will be given until the 12th of January to return for exchange or store credit only. Any items returned after the 12th of January will unfortunately not be accepted. Please note we cannot except any items that do not have a receipt. This policy relates to items bought both online and in store.
Ralph & Mimi