Frequently Asked Questions
Select from the following FAQs

How do I purchase online?
You can purchase products online via our Shop. Simply add the product you wish to buy into your shopping cart and proceed through the checkout.

Your order will then be emailed to us and we will confirm receipt of your order via email to the address you specified during your registration. Registration is required before you can order via the site but to register is completely FREE.

Once your order has been processed a member of Ruralwood will contact you to confirm any questions they may have.

We will require 25% of the total purchase price of your order before production starts. The final balance will be required before we dispatch your order.
Where do you deliver to?
We deliver primarily within the UK mainland. We can, however, arrange delivery internationally and we will inform you of the delivery charge for your particular desination upon receipt of your order.

Please note that all delivery charges on the website relate to the UK mainland only.
Why do I need to register?
Registering for an account with BIG Performance has two benefits. It allows you, as a customer, to return to the site as often as you like and place an order without having to complete your address details over and over again.

Additionally, if we have your contact details we can get in touch with you quickly if we need to discuss your order.

Rest assured, however, that none of your details are available to anyone else outside of BIG Performance, and we only use it for delivering your items and to contact you directly.
What happens if I forget my password?
This happens to the best of us, so don't worry. If you visit the login section of our site you will be able to request a reminder of your login details.

Enter in the email address you used for your registration and we will send a reminder to that address.
How do I return an item?
If you have an item you wish to return we will issue you with a 'Returns Number' and arrange collection (if the item is large) or you can mail the item back to us and we will refund the postage.

Items accepted for return will only be as a result of damage in transit or faulty workmanship and not that the produce is no longer required once produced.

If you have not inspected your delivery before the driver leaves it you should always sign the delivery note as “UNCHECKED”.

Damage should be reported to BIG Performance within 24 hours of delivery. We will then endeavour to rectify the matter quickly and to your satisfaction. Any compensation for damaged goods is dependent upon the terms and conditions of the ‘carrier’.
How long will my order take to make/deliver?
This generally depends on the size of the item. Each product has an estimated availability which is shown on the website.

The availability of an item can vary depending on the materials available at the point of order and the length of time it takes to make that particular item. On occasions, however, we have items in stock and so these will be processed and dispatched much more quickly.

If your order contains more than one item you can expect to receive your completed order around the furthest availability shown as part of your order.

For example: if you order two items, one with the availability of one week, and the other two weeks, then you will generally receive your order in two weeks.

We will usually wait for an order of multiple items to be completed before dispatch to save you money on delivery charges. However, if you are in desperate need of an item within an order we will dispatch it as soon as it is ready with any additional costs to delivery being added.
I can't log into my account?
There are two reasons why this might happen. Firstly, check that the email address you are using is the one you registered with, and that the email address and password are both spelt correctly.

If you are sure that the login details you are using are correct then your account may have been locked by BIG Performance.

We may lock an account if we believe that a user is registering more than one account, or using the site for anything other than its intended purpose. Deactivating/reactivating an account is down to the discretion of BIG Performance. Further, if we believe an account holder is abusing his account rights or causing malicious communications with BIG Performance we will pursue legal actions against that person.

You should contact BIG Performance via email if you believe your account has mistakenly been locked out.
What are your terms and conditions
Send an email requesting full terms and conditions

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