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Rhenus Home Delivery UK Contact

Frequently Asked Questions

Contact

How can I contact you?

 

Phone: 0333 577 5771
Email: customerservice.RHD@uk.rhenus.com

Rhenus Home Delivery Ltd
Unit 7 New Cheshire Business Park
Wincham Lane
Northwich
CW9 6GG

Arranging Delivery

How can I arrange a delivery date?

As soon as we are provided with the information of your order, you will receive a text and / or an email from Rhenus Home Delivery offering your delivery date options. By following the link within the text or email, you will have the option to select from a drop down of delivery dates which are available to you.
Select a convenient delivery date and CONFIRM.

If none of the offered dates are convenient, select DECLINE ALL and you will receive a new text and / or email with new date options within 2 working days. If you prefer not to make use of the self-service link, please call the Customer Service team on 0333 577 5771 (option 1) between 9am - 5pm Monday – Friday.

Which delivery dates are available to me?

Deliveries can be arranged up to 4 weeks in advance and take place Monday – Saturday dependent on your delivery location.
Most postcodes are covered 2-3 times a week on specific days, however these are likely to change on occasion. Rural areas may be covered less often and major towns / cities may to be covered more frequently.

Can I arrange the delivery at a specific time?

Rhenus Home Delivery will offer a number of delivery dates from which you can chose, depending on your location.
 
You will be advised of your estimated 3 hour time window 1-2 working days before your delivery via text or email.
Although it is not possible to specify the required time for your delivery, we will always try to accommodate any time constraints raised to the Customer Service team prior the delivery date. These cannot be guaranteed due to vehicle routing, but will be considered.

Can I arrange a Saturday delivery?

Although Saturday deliveries cannot be specified, we will always try to accommodate requests where possible.
Please call our Customer Service team for availability on 0333 577 5771 (option 1) if not provided as a choice in your delivery dates options received via text / email.

Can I change my delivery to another address?

It is possible to change your delivery address through the retailer from whom you purchased your goods. Due to data protection, Rhenus Home Delivery is unable to change the delivery address on your behalf.
Please be aware that by changing the address of your delivery this may also stimulate a change to your delivery date / time window. 

How can I change or cancel my order?

It may be possible to change or cancel your delivery through the retailer from whom you purchased your goods. Due to data protection, Rhenus Home Delivery is not able to change the order on your behalf.
Please be aware that by changing your order this may also stimulate a change to your delivery date / time window.  

If you are looking to change your delivery date, please call our Customer Service team on 0333 577 5771 (option 1) between 9am - 5pm Monday - Friday

Track & Trace

Can I track when my goods will arrive?

You will be advised of an estimated 3 hour time window and be provided with a link to the track and trace system before 5pm the day before your delivery via text or email. The track and trace system will become active on the day of your delivery.

The track and trace is a tool to give you an estimation of when your goods will be delivered. It will provide you with the last known location of the delivery team, the number of deliveries the delivery team has already completed and what delivery number you are in their route.
This will automatically update after every delivery which is completed.

When will I receive my 3 hour time-slot?

Rhenus Home Delivery will advise you of an estimated 3 hour time window before 5pm the day before your delivery, via text or email.

Please be reminded that this is an estimated time window and is not guaranteed.

The delivery window has expired, but I have not received my delivery. What can I do?

Rhenus Home Delivery will always try to complete the delivery within the 3 hour time window provided, however sometimes the delivery team may be running late due to unforeseen circumstances (e.g. traffic).

In this case, we advise you to refer to the track and trace link, provided in the delivery time window message previously received. This will give you up to date information of the drivers’ last known location and enable you to obtain a better indication of their estimated time of arrival.

Rhenus Home Delivery may also update you with regards to your delivery if they are running late due to unforeseen circumstances.
 
If you are unable to access the track and trace system, please allow at least 30 minutes after your delivery time window has expired before contacting the Customer Service team for further updates on 0333 577 5771 (option 1) between 9am - 5pm Monday - Friday.

Delivery, Collection & Installation

Do I need to be at home for my delivery?

Rhenus Home Delivery is a 2-man handling delivering company and are therefore delivering goods of all shapes and sizes. Someone who is authorised and over the age of 18 will need to be present at your property to sign for the goods. For security reasons, we cannot leave these goods with a neighbour, in a safe place nor will they be left at a local collection point.

How does the delivery / assembly work?

Your delivery will be carried out by a 2-man delivery team and will be delivered to your room of choice.
Please ensure all pathways are clear for the delivery team to complete their delivery to the room of choice safely and efficiently.

The 2-man delivery team may carry out a risk assessment before unloading the vehicles with your goods. This may include but is not limited to:

  • Width of the hallway/staircase
  • Steepness of the stairs
  • Number of floors (stairs)
  • Access to the building

N.B. If the delivery team feel that they are unable to the deliver the goods, or that it is unsafe to do so, they do have the right to refuse the delivery at the property.

Rhenus Home Delivery advise all customers to ensure that they have checked the goods and are happy with the condition of all the items before signing for the delivery.
If, for any reason, you are not completely satisfied with the goods delivered, you have the right the refuse the delivery and contact the retailer from whom you purchased the delivery goods to arrange an alternative solution.  

When the delivery has been completed, the delivery team will ask you to complete a customer survey with regards to your delivery experience.
You will then be requested to sign for the delivery of your items.

Can I book assembly of the delivery goods during my delivery?

Please contact the retailer from whom you purchased your delivery goods prior to receiving your delivery in order to arrange this service.

Rhenus Home Delivery can provide this service, however, this must be requested in the delivery instructions from the retailer.

Can I have my old goods collected when receiving a delivery, or do I need to dispose of it myself?

Rhenus Home Delivery can collect your old goods when required. This can be arranged with the retailer from whom you purchased your items OR with Rhenus Home Delivery directly.
To arrange this with Rhenus Home Delivery, please contact our Customer Service team on 0333 577 5771 (option 1) for a quote.

All items being collected must be dry, in a hygienic condition and ready for transportation. It is preferable but not compulsory for these items to be packaged.
N.B. If the delivery team feel that they are unable to the collect the goods, or that it is unsafe to do so, they do have the right to refuse the collection at the property.

The delivery team will be informed of the arrangements and will accept cash on arrival.
Please note the delivery team may not have change so exact payment will be required on the day. The delivery team from Rhenus Home Delivery will provide you with a copy of a receipt if they have accepted a cash payment.

This service is not provided by Rhenus Home Delivery in Scotland.

Is the packaging of the delivery disposed of?

If assembly is included with your delivery, the delivery team will dispose of all the packaging for the items delivered.

If assembly is not already included with your delivery, please refer to the retailer from whom you purchased your goods for further information.

Claims & Returns

My goods are damaged / my delivery is incomplete. What can I do?

Rhenus Home Delivery inspects all items before they are delivered to your home. Unfortunately, some damage is under the packaging and therefore not visible on inspection.

In the case of your goods being damaged or incomplete, Rhenus Home Delivery advises you to refuse the delivery and contact the retailer from whom you purchased your goods with regards to the damage or missing items. Please also ensure to report the damage or missing items on the delivery paperwork / PDA with the drivers.

In the event of an incomplete order, you will need to arrange the delivery of the missing items or re-arrange the complete delivery when necessary with the retailer.

In the event of damaged goods, the items will be returned to Rhenus Home Delivery and the retailer will arrange a replacement or refund for the goods concerned. 

If you discover your goods are damaged after you have accepted the goods, please contact your retailer immediately in order for them to raise a claim on your behalf.

The assembly was faulty. What can I do?

Rhenus Home Delivery’s delivery teams are all fully trained to assemble the goods purchased.

If you are not completely satisfied with the assembly of your delivered items please do not hesitate to contact our Customer Service team on 0333 577 5771 (option 1) or Customerservice.RHD@uk.rhenus.com

Where can I contact you if I want to give you feedback on the service I received?

Rhenus Home Delivery values all feedback and are always looking to further improve our Customer Service.
Please follow one of the contact channels below to provide your feedback:

Email: customerservice.RHD@uk.rhenus.com 
Telephone: 0333 577 5771 (option 1)
Trust Pilot: https://uk.trustpilot.com/review/rhenus.com

Can I return my goods and do I need to dismantle or package my returns?

All returns and exchanges are to be arranged through the retailer from whom you purchased your goods in accordance to their terms and conditions.

When instructed by the retailer, Rhenus Home Delivery will send you a text / email offering your collection date options. This operates in the same way as arranging the delivery of your goods. For further information please refer to “when will my returns be collected?”

On collection, please ensure all items are dry, in a hygienic condition and ready for transportation. It is preferable but not compulsory for returns to be packaged.
Rhenus Home Delivery will not disassemble any goods and may refuse collection if the goods are not ready for transportation on arrival.

N.B. If the delivery team feel that they are unable to the collect the goods, or that it is unsafe to do so, they do have the right to refuse the collection at the property.

When will my returns be collected?

As soon as we are informed of your return, you will receive a text and / or an email from Rhenus Home Delivery offering your collection date options. By following the link within the text or email, you will have the option to select from a drop down of collection dates which are available to you. Select a convenient delivery date and CONFIRM. If none of the offered dates are convenient, select DECLINE ALL and you will receive a new text and / or email with new date options within 2 working days.If you have not received a text / email or you prefer not to make use of the self-service link, please call the Customer Service team on Telephone: 0333 577 5771 (option 1) between 9am - 5pm Monday - Friday. As soon as we have been informed of your return, one of the Customer Service team will be able to assist you to arrange a convenient collection date.

All returned items will be taken back to the Rhenus Home Delivery warehouses before being returned back to the retailer from whom you purchased your goods.

For all returns, please contact your retailer for further information.

The delivery drivers have damaged my property. What can I do?

Please contact the Customer Service team on 0333 577 5771 (option 3) or email customerservice.RHD@uk.rhenus.com within 24 hours of your delivery / collection.

The claims team will respond with the claims form which will be used to obtain any evidence gathered.

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Kontakt

Rhenus Home Delivery Ltd
Unit 7 New Cheshire Business Park
Wincham Lane
Northwich
CW9 6GG

Phone: +44 333 577 5771
Collect & Recycle Phone:
+44 1606 210114
E-Mail: customerserviceRHD@uk.rhenus.com

The data which you provide in your enquiry will be used or stored for business purposes only under GDPR Regulation (EU)2016/679 Article 6.2 (a) & Article 6.1(b). If you wish to receive more information on where we hold your date, what your data is used for, retention and our policies for protecting your data please refer to our GDPR webpage or e-mail GDPRmanagement@uk.rhenus.com. Alternatively you can visit www.ico.org.uk