FAQ

HOW DO I MAKE A PURCHASE?

Shopping at RECREATION is easy:

  • Use the CLOTHING, BAGS, SHOES and ACCESSORIES links. You can also shop by values or by designer.
  • Once you have found an item, choose your size and click on the 'ADD TO SHOPPING BAG' button on the product page.
  • Review the items in your shopping bag by clicking the 'SHOPPING BAG' link at the top of the page.
  • Click on 'PROCEED TO PURCHASE' to complete your order. 

 

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

You can shop at RECREATION without creating an account.

However, register with us and you'll be able to enjoy the following benefits

  • Track your orders and review past purchases
  • Request a return or exchange directly from your account
  • Add products you love to your Wish List
  • Save your address and card details so you can shop even quicker next time

     

    IS MY PERSONAL INFORMATION KEPT PRIVATE?

    Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation For more information, please read our Privacy policy in full.

     

    I'VE FORGOTTEN MY PASSWORD - WHAT SHOULD I DO?

    To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.

     

    WHAT PAYMENT METHODS DOES RECREATION ACCEPT AND IS IT SAFE TO USE MY CREDIT CARD ONLINE?

    We accept Visa, MasterCard, American Express and you can also choose to pay with PayPal.  All payments are processed through a secure checkout system provided by Stripe Ltd.

    First-time orders must also be sent to the cardholder's billing address or work address. This process is not only for your security but so we can verify your details independently. To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.

     

    HOW CAN I CHOOSE THE CURRENCY I PAY IN?

    You are currently viewing the INTERNATIONAL version of our website.

    For all  destinations, you will be billed in British Pounds.

    To change the currency, select the country link at the top left hand side of the screen, followed by your location from the drop down list.

     

    WHICH DESTINATIONS DOES RECREATION SHIP TO?

    RECREATION delivers worldwide

     

    HOW LONG DOES DELIVERY TAKE, AND HOW MUCH WILL IT COST?

    For information on delivery and shipping charges to your destination, view our shipping options

     

    IS MY PACKAGE INSURED AND DO I NEED TO SIGN FOR MY ORDER?

    All your purchases are insured against theft and accidental damage whilst in transit from RECREATION to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered. To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery.

    We can deliver to certain destinations without collecting a signature. If this option applies to your delivery address, you can update your preference on the shipping page before proceeding to purchase. If you choose to waive the signature, you accept our terms and conditions and take responsibility for any loss or damage that may occur.

     

    HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?

    Taxes and duties are calculated according to your shipping destination. To ensure that the most accurate pricing, taxes and delivery costs are displayed, please click on the link at the top of our website and select your country from the list of shipping destinations. The total on the order summary page will then show you a breakdown of the costs.

    Most countries are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price.

    Whereas when a DDU (Delivery Duty Unpaid) destination is selected, the product prices displayed are exclusive of all taxes and duties, as well as UK VAT. So once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.

     

    DOES RECREATION SHIP TO MULTIPLE ADDRESSES?

    We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

     

    CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?

    Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details.

    However, we are unable to combine orders or add pieces to an existing order once it has been placed.

    If you need to make any amendments, please contact customer care on care@recreation.io

     

    HOW CAN I TRACK MY ORDER?

    Once your order has been dispatched, you will receive an email containing your air waybill number to track your package.

     

    HOW DO I RETURN OR EXCHANGE AN ITEM?

    Making a return or exchange is easy. You have 28 days to decide whether to keep your items and we will collect from your home, work or alternative address for free. To arrange your exchange or return, simply sign in to your RECREATION account and select My Orders, under Account and follow the steps. You will then receive a confirmation email with returns instructions and details about how to book your collection.

     

    WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

    Your refund will either be issued to the original credit card used to place the order. Please note that it can take up to 10 business days for the refund to appear in your account.

    Shipping costs are not refunded for items using our free collection service, unless your items are faulty, or your order is cancelled under the ICASRs.

    All sales taxes are included in your refund if your order has been sent to a destination within the EU. Outside the EU, customs duties and sales taxes are non-refundable with the exception of those countries currently listed below. You may be able to recover these costs by contacting your local customs bureau directly.

     

    DOES RECREATION HAVE SEASONAL SALES?

    RECREATION offers seasonal sales twice a year on a selection of products.

     

    WHERE CAN I FIND INFORMATION ON YOUR SUSTAINABILITY COMMITMENTS?

    To read more about how RECREATION is creating a more sustainable future, visit the "Our Values" section on recreation.io