We're Sorry — And We Want To Make It Right
At Rathwood, we take pride in delivering great experiences – whether it's a product ordered online or a magical day out with the family. But recently, we know we’ve fallen short.
Due to ongoing supply chain challenges throughout 2025, many of our customers have experienced significant delays in receiving their orders. We’ve also seen slower-than-usual response times in processing refunds and replying to enquiries. For that, we’re genuinely sorry.
Right now, it’s all hands on deck at Rathwood. Our team – from retail to events to operations – is coming together to speed things up. We’re doing everything possible to clear the backlog and respond to every single customer with the care you deserve.
A Small Thank You – From All of Us
To show our appreciation for your patience and understanding, we’d love to invite you to enjoy a Rathwood Experience – on us. Please choose one of the following:
- 🎄 Santa Train Family Day Out (Worth Approx €100) for 2 adults and 2 children (Customers will be contacted once booking goes live)
- 🎃 Halloween Train Tickets (Worth Approx €100) for 2 adults and 2 children
- 🍽️ Lunch for Two (Worth Approx €40) at the Merry Tree Restaurant
- 🎁 €30 Voucher to use here in store or on our website
We’re actively reaching out to customers who’ve been affected. However, if you believe your order was impacted and you haven’t yet heard from us, you can let us know by submitting a few quick details below.
👉 Submit your details here
(Please include your SO Number, Name, and Email)
*Terms and conditions apply.
Terms & Conditions
- Applies to active orders on our system.
- Applies to individual orders over €500 (excluding shipping), or to 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.
- Offer does not apply where compensation or goodwill credit has already been issued.
- Only one token of appreciation per customer is permitted, regardless of the number or value of delayed orders.
- The form must be completed by the account holder, and all submitted details must accurately match the order(s).
- Submitting the form does not guarantee compensation. All claims are individually verified by our internal team before approval.
- Rathwood reserves the right to approve or reject submissions at its discretion, based on the information provided and the eligibility criteria above.
Let us know if you have any questions in the meantime. Thank you again for your support, patience, and kindness.
— The Rathwood Team
