Customer Support

If you are having issues with anything order related or app related, we encourage you to read the Helpful Articles section below. If you do not find an answer to your question, please email customer support on the button below:

Helpful Articles

RJ Thompson App

The RJ Thompson app, which drives augmented reality experiences for this product, requires a phone or tablet that supports augmented reality.

Download the IOS app here

Download the Android app here

For Apple users, for example, that means that you require an iPhone 6S or later, running iOS 11.0 or later. 

For Android users, please check that your device supports augmented reality on this link. The vast majority of phones and tablets made since 2016 do support it, but we hold no responsibility of checking your specific device.

The RJ Thompson App has been tested on a wide range of mobile phones and tablets. However, occasionally a bug slips through the net on a setup that we were unable to test on.

If you feel that you are having an incorrect experience, please email support@rjthompson.com with details of the bug, your device and software version.

Orders

Items purchased before 12 noon weekdays (UK time) will be dispatched same day, for delivery using your selected delivery method.

The only exception to this is if the item is a "pre-order". These items will ship a few days prior to the item's release date, with the aim being that you receive it on or around release day. Delivery on release day is not legally guaranteed.

If your order has not arrived within your expected timeframe, please email support@rjthompson.com with details and a member of the team will investigate as soon as possible.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags / shrinkwrap, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@rjthompson.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at returns@rjthompson.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as print-on-demand products. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.