Customer Service FAQs

Whether you are thinking of buying a gift or have bought one already, we have outlined answers to questions that are sometimes asked. If you are not able to find the information you require, please do get in touch with us via email: [email protected]

Which delivery option should I choose?

We use Royal Mail to deliver your order.

Please note that Postage and Packaging is not included in the gift merchandise prices; supplements apply for Signed for Postage and Special Delivery Tracked.

The following mailing options are available to customers ordering from the UK.

Signed For Postage- Royal Mail

When you receive your shipment notification email please then allow 2 working days for the gift merchandise to be delivered by Royal Mail.

UK Special delivery tracked – standard Royal Mail UK Special delivery.

This will be tracked by Royal Mail and requires a signature from the recipient.

When you receive your shipment notification email, Special Delivery guarantees receipt of the merchandise by 1pm on the next working day (not weekends).

Please make sure that you (or the recipient) are available to sign for the delivery otherwise it will be returned to the sorting office for collection. Please note that if you place an order on Friday before 12 noon, Royal Mail will not guarantee delivery on Saturday but will guarantee delivery by Monday.


You can also purchase items from The Ritz Gift Shop at the hotel reception.

Please allow seven days for delivery during peak postal times.

There is no dispatch or delivery on UK Bank Holidays and weekends.

Please note that delivery is by Royal Mail therefore The Ritz London cannot be held responsible for any goods damaged in the post or any postal delays.

Not all items on the website can be posted and are restricted to be collected from the hotel reception. These items include fragile items such as Champagne, Rose and China gift sets. These items state ‘Free collection’ only and have to be collected from The Ritz London. The address of the hotel is The Ritz London 150 Piccadilly London W1J 9BR.

When will the merchandise be received?

Once your order has been processed by us (for orders placed on a working day (Monday-Friday excluding Bank Holidays, the order will be despatched within 48 hours. For orders placed over the weekend, your order will be despatched the next working day), we then rely on Royal Mail to deliver the order depending on the postage you have selected.

How do I order more than one gift?

Simply add to the order as many gifts as you like by typing in the ‘quantity’ box. You can also remove items from your order by ticking the items you wish to remove and clicking ‘Update’ to refresh your basket.

I’m attempting to purchase a gift but have received a failed transaction message at the end of the transaction. What should I do next?

When your transaction fails you will see this message ‘We have been unable to confirm your payment. Please can you try again using a different payment method’.

There could be several reasons why this may be happening. Despite there being sufficient funds in an account, banks occasionally decline payments due to it being unusual buying behaviour.

This can be easily rectified by contacting the bank and advising them that you are trying to make an online purchase.

Please also check that you have typed the correct payment card numbers and dates.

Are you able to provide me with a VAT receipt?

The cart issues VAT receipts automatically.