FAQ

HOW QUICKLY WILL YOU REPLY?

We aim to respond to all messages and emails within 24 hours. During weekends, bank holidays or busy periods, replies may take a little longer.

You can contact us at sales@remnel.com.

CAN I CHANGE MY DELIVERY ADDRESS?

If you've entered the wrong address, please email sales@remnel.com as soon as possible with your name and order number.

We process orders quickly, so we can't guarantee changes can be made once an order has been placed. Once dispatched, we're unable to change the delivery address.

HOW LONG DOES IT TAKE TO PROCESS MY ORDER?

We aim to get orders packed and on their way as quickly as possible.

Orders are processed Monday to Friday, excluding UK bank holidays, with a target of dispatching by the next working day.

During exceptionally busy periods, processing may take a little longer.

HOW WILL MY ORDER BE DELIVERED?

All UK orders are sent using a tracked delivery service.

Once dispatched, we'll email you your tracking information. Delivery estimates are shown at checkout and begin from the date of dispatch.

WILL MY ORDER ARRIVE IN ONE PARCEL?

Most orders are sent in one parcel. Larger orders may be split into multiple parcels, which could arrive separately.

WHAT HAPPENS IF AN ITEM IS OUT OF STOCK?

We do our best to keep our stock levels accurate.

In the rare event that an item becomes unavailable after you order, we'll contact you. If we're unable to fulfil the item, we'll issue a refund for it.

CAN I CHANGE OR CANCEL MY ORDER?

Please contact us as soon as possible if you'd like to change or cancel your order.

We can't guarantee changes or cancellations once processing has started. Once dispatched, please follow our Returns Policy if you no longer wish to keep your order.

DO YOU DELIVER INTERNATIONALLY?

Currently, Rem & El delivers within the United Kingdom only.

We hope to offer international delivery in the future.

MY ITEM ARRIVED DAMAGED OR FAULTY – WHAT SHOULD I DO?

Please email sales@remnel.com with your name, order number and clear photos of the issue. Please also keep the item and packaging while we review your enquiry.

We'll get back to you with the next steps.

HOW CAN I TRACK MY ORDER?

We'll email your tracking information once your order has been dispatched.

You can follow the link in your dispatch email or use Track My Order on our website.

WHY ISN'T MY TRACKING UPDATING?

Tracking may take a little time to update after dispatch while the carrier receives and scans your parcel.

If there hasn't been an update for longer than expected, please contact us with your order number.

MY ORDER SAYS DELIVERED, BUT I CAN'T FIND IT

Please check around your property, any designated safe place, with members of your household and your immediate neighbours. You should also check any delivery photo or notes from the carrier.

Still can't find it? Contact us with your name and order number and we'll help you investigate.