Delays

At Rathwood, we take pride in delivering great experiences — whether that’s a product ordered online or a special day out with family.

Recently, we know we haven’t met that standard.

Throughout 2025, ongoing supply chain challenges have caused delays to some customer orders. In addition, response times for refunds and enquiries have been slower than they should have been.

For that, we’re genuinely sorry.

What’s happening now

Right now, it’s all hands on deck at Rathwood.

Our retail, operations, events, and customer service teams are working together to:

• Clear outstanding orders
  
• Process refunds more quickly
  
• Respond to every customer who has contacted us
  

We’re focused on getting things back to where they should be — and doing it properly.

A thank you for your patience

To thank customers who’ve been impacted by delays, we’d like to offer a small token of appreciation.

Eligible customers can choose one of the following:

• 🐣 Rathwood Easter Train Experience
  For 2 adults and 2 children (approx. value €80).
  Customers will be contacted once bookings go live.
  
  
• 🎁 €30 Rathwood Voucher
  Redeemable in-store or online.
  

What to do if you were affected

We are actively contacting customers whose orders meet the eligibility criteria.

However, if you believe your order was affected by delays and you haven’t yet heard from us, you can let us know by submitting a few quick details below.

Please include:

• Your SO (Sales Order) number
  
• Full name
  
• Email address used on the order
  

👉 Submit your details here:

https://forms.gle/gTipCrefUw3gzPRx9

Terms & Conditions

• Applies to active orders on our system
  
• Applies to individual orders over €500 (excluding delivery), or multiple delayed orders placed by the same customer that collectively exceed €500
  
• Delays must exceed 7 working days from the original expected stock arrival date
  
• Does not apply where compensation or goodwill credit has already been issued
  
• One token of appreciation per customer, regardless of the number of delayed orders
  
• The form must be completed by the account holder, and submitted details must match the order(s)
  
• Submitting the form does not guarantee compensation — all submissions are reviewed individually
  
• Rathwood reserves the right to approve or decline submissions based on the criteria above
  

If you have questions in the meantime, our team will be happy to help.

Thank you for your patience, understanding, and continued support.

— The Rathwood Team