Frequently asked questions

We are based in the UK. While we primarily operate online, our warehouse is located in Cleckheaton, West Yorkshire. We deliver across mainland UK and work with trusted couriers for nationwide service.

Rapyal Stores is online only. We do not have a physical store or showroom. All of our products are available to browse and purchase through our website, with nationwide delivery across the UK.

We have been proudly serving customers since 2003, offering high-quality beds, mattresses, and home essentials across the UK. With years of experience in the industry, we are committed to providing excellent service.

You can reach us via:
Email: help@rapyalstores.co.uk
Phone: 01274 850735
Alternatively, you can use the contact form on our website.
We aim to respond to all queries within 24 hours.

Placing an order is simple; add your chosen items to the cart, proceed to checkout, enter your delivery and payment details, and confirm your order. You will receive an order confirmation email, and we will keep you updated until your items are delivered. If you need any help, feel free to give us a call on 01274 850735.

We accept credit/debit cards, PayPal, and Klarna payment options, including pay in full, pay in 30 days, and 3 interest-free installments.

Yes, you can amend your order at any time before it has been shipped. Once your order has been dispatched, changes may no longer be possible. However, you can still call us on 01274 850735 to see if any changes are possible. Please note that once shipped, changes are limited.

If you would like to update your order details, please contact our customer service team as soon as possible to ensure the change can be made.

Yes, you can place an order with us by calling 01274 850735. Our friendly team is available to assist you with your purchase, answer any questions, and ensure you find the perfect product to suit your needs.

If your item has not yet been dispatched, we can cancel and issue a full refund. If the order has already been shipped, cancellation may not be possible, and a return may be required instead. To request cancellation, please contact us as soon as possible.

Yes, you can return most items as long as you notify us within 14 days of receiving your order. The item must be unused and in its original packaging.

Delivery is free to most areas across the UK. However, some postcodes are excluded from this offer and carry a small delivery fee: £50 for DD, LD, AB, TR, PA, PH, IV, KW, KY, FK, and TQ (3-5 days), £30 for SA, SY, LL, EX and PL (next-day delivery), and £80 for Northern Ireland within 7-14 days.

We understand that additional delivery charges can be frustrating. However, certain areas are classified by our courier partners as extended zones. These are areas that are harder to access or further from main transportation routes. This is not something we want to charge; we try our best to keep these charges as reasonable as possible.

For most items, delivery is usually the next working day if ordered before 1 pm. For other products, such as fires and furniture, delivery times are longer.

You’ll receive a tracking link before delivery that lets you see your estimated delivery date and a 2-hour delivery window.

We use various delivery methods depending on the product and your location:
• Beds, mattresses, and headboards – delivered to most areas using our own vans, with tracking provided by Stream.
• Distant postcodes – trusted third-party couriers such as AIT or DX.
• Furniture, fireplaces, and stoves – shipped directly from suppliers. In some cases, we may contact you to arrange an alternative delivery method.

If you let our customer service team know before your order is dispatched, we’ll do our best to update the delivery date. However, once the order has been dispatched, we may not be able to make any changes.

Unfortunately, we’re unable to guarantee a specific delivery time. Delivery routes are automatically planned according to the number of orders in your area. This helps ensure that all deliveries are made efficiently and that drivers stay within legal driving limits.

Yes, you will receive a tracking link the day before delivery. In most cases, the driver will also call 30 minutes to 1 hour before arriving.

If you haven’t received confirmation of your delivery, please contact our customer service team. They’ll be happy to check the status of your order and provide further assistance. This can sometimes occur if your contact details are incorrect. Please ensure that all information provided at the time of ordering is accurate.

Yes, we do deliver to Northern Ireland. Delivery costs £80, and the order will arrive within 10 working days.

We offer Saturday delivery for beds, mattresses, and headboards. Please note that this service incurs an additional charge, which will be updated during checkout. If you have any questions about delivery options, feel free to contact our customer service team.

If you’ve missed your delivery, please get in touch as soon as possible to arrange a new delivery date. We’ll send you a notification the day before your delivery with a 2-hour time window. If you then miss the delivery without contacting us to say you won’t be in, a re-delivery fee of £55 will apply.

We strongly recommend that you do not dismantle or dispose of your old bed or mattress until your new one has been delivered. This ensures you have a comfortable sleeping option in case of unforeseen delays. If you have opted for our disposal service, please ensure your old bed or mattress is ready for collection.

We want you to be completely satisfied with your purchase. If, for any reason, you are not happy, you can return most items within 14 days of delivery, provided they are unused and in their original packaging.

Please note: Custom orders cannot be returned or exchanged, so we strongly advise making sure all measurements are correct before placing your order.

You will need to contact our customer service team to request a return. Email help@rapyalstores.co.uk or complete the contact form on our website at www.rapyalstores.co.uk/Contact.

Ensure the item is unused and in its original packaging. You can choose to:
• Arrange your own return using a courier of your choice, or
• Request a collection through us (a £55 collection fee applies).

Once we receive the item back at our warehouse and complete a quality inspection, we will process your refund.

We try our best to issue refunds as quickly as possible. However, depending on your payment provider, refunds can take up to 14 days to appear in your account. We’ll notify you as soon as your refund has been processed on our end.

If your product arrives damaged or incorrect, please notify us immediately. You must contact us within 48 hours of delivery and provide clear images of the item to help us resolve the issue quickly.

If you decide you do not want your goods after they arrive, you are responsible for returning them to us. Please contact our team first to confirm the return details. You may then use a courier of your choice or arrange a return through us (service chargeable). Returns must be made within 14 working days, and items should be in their original packaging.

If you have ordered the wrong product, please contact our customer service team as soon as possible. You may return the item by arranging your own courier or using our return service (charges apply). Returns must be made within 14 working days, and items should be in their original packaging.

You can reach our customer service team by calling 01274 850735.

Our customer service team is available Monday to Friday from 9:00 AM to 6:00 PM, Saturdays from 10:00 AM to 5:00 PM, and Sundays from 10:00 AM to 4:00 PM.

Yes, we offer live chat support via WhatsApp. You can message us directly for quick assistance with your queries. You can find the link to our WhatsApp chat at the bottom of our website under the “Customer Support” section.

If you haven’t heard back from us within 48 hours, please resend your enquiry. It’s very unlikely for messages to go unanswered, but occasionally they may be missed. To follow up, you can email us again or call us directly at 01274 850735.