Delivery & Returns

Delivery 

We deliver to UK Mainland only 

Delivery Cost: 

Standard delivery: For orders under £100, standard shipping rates of £5.99 apply 

Orders over £100: All order over £100* will receive free shipping.  

Delivery Timescales: 

  • Standard delivery: our standard delivery timescales are 5-7 working days. 
  • Large/bulky item delivery: Please note, for larger items such as outdoor furniture, Pergolas and other other associated accessories our delivery timescales are up to 14 working days. 
  • Items marked ‘Delivered directly from the supplier’: these items will be shipped directly from the supplier and may result in your order being fulfilled via multiple couriers. 

Drop shipping Disclaimer 

Some of our products are shipped directly from our trusted third-party suppliers. This means: 

  • Your order may arrive in separate packages if purchasing multiple items.
  • Estimated delivery times may vary depending on the supplier’s location and processing times.
  • Returns and exchanges for these items may be subject to supplier-specific policies. 

We strive to ensure a smooth shopping experience and will always assist you in resolving any issues. For more details, please visit our Shipping & Returns page or contact us at hello@rakeonline.co.uk  

Please see product descriptions for specific delivery timescales outside of our standard delivery. 

Orders are processed and shipped Monday to Friday, between 9 AM and 5 PM GMT, excluding weekends and UK Bank Holidays. Please allow up to 3 working days for dispatch. Once your order has been dispatched, you’ll receive a confirmation email with tracking details. 

While we aim to deliver your order promptly, delivery timeframes are not guaranteed and may be subject to delays due to unforeseen circumstances. Please note that courier delays, particularly during peak periods, are beyond our control and may affect the arrival time of your order. 

Order Tracking: 

We track every order to ensure a smooth delivery. Once your order is shipped, you will receive an email with a tracking number and a link to follow your order's progress right to your door. 

If you experience any issues with your tracking information, please get in touch with us—we’re here to help! 

How we Process Your Order: 

After placing your order on rakeonline.co.uk, you’ll receive a confirmation email. Our team will process your order within 48 hours and hand it over to our trusted carriers. Once dispatched, you’ll receive a tracking number, allowing you to monitor the status of your delivery in real-time. 

 

Returns 

Damaged or Faulty Goods: 

Please inspect your order on receipt, If you receive any item(s) that are either damaged or faulty please notify us at hello@rakeonline.co.uk within 24 hours of receipt. Please include your name and order confirmation number and supporting photographic evidence of any issue(s).  

We will work with you to find the best resolution, either to send out replacement items, organise a return and refund etc.  

The customer is not responsible for the cost of return for faulty goods.    

Change of mind: 

If for whatever reason you have a change of mind, please contact us, we will endeavour to assist in whatever way we can.  

Please ensure to notify and return any item(s) within 14 days of receipt.
  • To start a return, you can contact us at hello@rakeonline.co.uk. Please include the reason for return and your order confirmation number.
  • To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in it's original packaging. We cannot accept returns for items already assembled.
  • If your return is accepted, we'll confirm instructions for return, including return address to the customer via email. Please include a copy of your order number and your name in the package, this will help speed up the process.   
  • We do not offer free returns unfortunately for any items that are unwanted, the cost of the return will be the responsibility of the buyer.
  • We are not responsible for the damage and or loss of any returned items so please ensure the use of tracking /insured courier service. 
  • We reserve the right to refuse a return if the item is received that does not meet the above requirements. This may result in a partial or no refund.
  • Items sent back to us without first requesting a return will not be accepted.
  • You can always contact us for any return question at hello@rakeonline.co.uk.