Frequently Asked Questions

Find the answers to questions our customers often ask.

Opening hours & communication

What is your address?

Rappa Fencing, Steepleton Hill, Stockbridge, Hampshire, SO20 6JE

How do I contact you?

Telephone: 01264 810665
Email: sales@rappa.co.uk

What are your opening hours?

Monday – Friday 9am to 5pm
Excluding Public Bank Holidays.

Please check our website and social media for Easter and Christmas opening times. Orders can be placed 24/7 via our website, but dispatch times will vary during this time.

Orders

How do I order?

All fencing orders can be made by phoning the office between 9am and 5pm or using our website. Mobile Yards can only be ordered via phoning the office.

I live outside of the UK. Can I order from your website?

Not all our products are available for purchase outside of the UK. All deliveries outside of the UK are chargeable. Please contact us via phone or email if you wish to place an order, and a quote for postage can be obtained.

Can I change or cancel my order?

We aim to dispatch all orders by 12pm on the day of ordering. Any changes can be made before this time. Changes required after 12pm cannot be guaranteed and may incur a cost. Please call us as soon as possible if you would like to change or cancel your order.

Can I see my purchase history?

Yes, by logging onto the website, you can view all past orders.

Can I track my order?

Unfortunately, we are unable to offer this service. Please call us if you have specific delivery requirements or questions about your delivery.

What I want is out of stock!

Please email info@rappa.co.uk, and we can provide an estimated delivery date.

Prices & Payments

Who do I pay?

Rappa’s legal name is Rappa Fencing Limited

How can I pay?

Payment can be made via the website by Credit/Debit Card. Once full payment has been made goods will be despatched.

Do I get a VAT receipt?

Yes, VAT receipts will be emailed within 2 working days. Receipts can also be accessed online via “Your Account”.

Delivery & Collection

Can I collect my order?

Rappa do not have a “shop” so all orders must be placed and paid for and collection stated at the time of ordering.

When will my order arrive?

We process orders on the same day during the hours of 9am-5pm, Monday to Friday (excluding bank and national holidays). Orders placed before midday will be despatched the same day. Normal delivery time is one to two working days, although the majority of orders are received overnight. However, we do advise you to place your order at least two working days before you need it delivered. Delivery to Highland & Island areas will be 3 to 5 working days. Please note that this does not apply to Bank Holidays upon which we will be closed.

How much is my delivery?

Delivery to the mainland UK is free if you order over £100 ex VAT online. This includes the Isle of Wight. This does not apply to offshore islands, Northern Ireland or the Republic of Ireland and will require a quotation; please check before placing your order. Should you live outside the UK mainland, please contact us for a quote.

Do I have to be present to receive my goods?

Unless otherwise specified, we will give instructions for your goods “to be left safe if out” on all deliveries to all carriers.

What’s delivered does not match my order!

Before you sign for the delivery, please check that you have received the correct number of parcels as detailed on the delivery sheet. If you did not sign for your delivery and have items missing, please contact the Rappa office ASAP. This must be done within 7 days of delivery.

My parcel is damaged!

Should the delivery be damaged in any way, please ensure you sign for it as such and notify us within 48hrs. It can be refused if you do not wish to take possession of the delivery.

My parcel is late or missing!

Our deliveries are checked daily, and we endeavour to advise of any delay to your delivery as our couriers inform us. If your delivery is late, please contact us via our Contact Us page. Generally, we would consider a delivery to be lost if it does not arrive within five working days, and we will then endeavour to track it down.

Returns & Refunds

Can I return an item?

To cancel an order, you must inform us in writing. You must also return the product(s) to us immediately, in the same condition you received them, at your own cost and risk. It is your responsibility to take care of any products in your possession that need to be returned.

What products are exempt from returns?

You will not have any right to cancel a contract for the supply of any bespoke products.

When will I receive my refund?

We will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the price of the Product in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us.

Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

How will I be refunded?

We will refund any money received from you using the same method originally used by you to pay for your purchase.

My account

How do I sign into my account?

Click on located in the top right of the website.

(https://shop.rappa.co.uk/login/default.aspx )

How do I reset my password?

When logged into your account, a Change Your Password button will take you to a page to reset your password.

If you have forgotten your password, click the forgot my password button on the login page and follow the instructions.

Get in touch for a free no-obligation quote

Our experts will listen carefully to your requirements and help build the right set‐up for you. We can often get in touch with a nearby Rappa yard owner to give you a chance to see one in action. Drop us a message or call us to request a quote.

Get in touch