Delivery & Returns Information

DELIVERY & RETURNS INFORMATION

 

UK Mainland Deliveries

Orders over £300 Free of Charge

Standard UK Delivery: £5.50 2-4 Working Days

Next Working Day: £7.50 Next Day – order before 1pm to arrive the following day (UK Only).  Orders received before 1pm on a Friday will arrive on the Monday. Any orders placed after 1pm on Friday will be shipped on Monday to arrive on Tuesday.

Saturday Delivery: £25 Between 9-6 UK orders only, orders must be placed before 1pm. 

 All home accessories and gifts are set on a Royal Mail or Parcelforce tracked 2-4 day delivery service.

Furniture orders are delivered by a third party furniture courier who will call you approximately 10 days after you place your order to arrange a delivery time. 

Once we have received your order we will contact you to confirm that we have the item in stock and to give you an approximate delivery date. Furniture orders are usually delivered within 2-3 weeks. However, from time to time there is a bigger delay which we will notify you of immediately after receiving your order. If the item is not in stock then we will let you know when it will be so that you have the opportunity to choose between cancelling your order or waiting for it.

It is your responsibility to check that the items that you have ordered will fit into your home prior to delivery. Please allow for the fact that, as most of our furniture is hand-made, the dimensions specified on the site can vary by 1-2cm. If your item is large then check that it can pass freely through doors and corridors and have space to turn.

Most of our Made to Order sofas and armchairs will be delivered with the legs removed and in a separate bag. This is so that furniture is easier to manoeuvre into place and to avoid any damage to the legs. If you’d like to know if your furniture will be delivered without the legs, and how this might affect measurements, please contact us on either enquiries@roseandgrey.co.uk or 0161 926 8763 and we’ll be happy to answer any queries.

Northern Ireland, Ireland, Channel Islands

Homewares and smaller items can be shipped to Northern Ireland, Ireland (Republic of), the Channel Islands and within the EU. Delivery: £20 5-7 Working Days. Unfortunately, we are unable to ship furniture and large items to Northern Ireland, Ireland (Republic of), the Channel Islands and within the EU but can make them available for collection from our Altrincham based warehouse. Please check the product page for individual delivery possibilities, these are listed on the Delivery & Returns tab at the bottom of the product page

 

International Shipping

Homeware and smaller items can be shipped internationally: £20 – 5 -7 Working Days. Unfortunately, we are unable to ship furniture and larger items internationally but can make them available for collection

Accepting Your Delivery

Please ensure you thoroughly check your items for any damage at the point of delivery, if this is impossible then please sign for them as ‘Not Seen’. Once goods are accepted from the courier and signed for no responsibility can be taken by Rose & Grey for any loss or damage. In the unusual event that your item arrives damaged, please do not accept the delivery and call us for a replacement. NB: All goods must be signed for by an adult aged 18 or over on delivery.

Payment Options

We use the online payment gateway SagePay. SagePay has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI). SagePay adhere to the most stringent levels of security, ensuring that your details remain secure throughout the transaction process.

We also accept payment with PayPal

 

Returns and Exchanges

We hope you are delighted with your order but we do understand that sometimes you will want to return an item.

Please notify us within 14 days of receiving your item(s) if you want to make a return by either emailing us on enquiries@roseandgrey.co.uk or calling us on 0161 926 8763.

Please complete the returns label included in your package and enclose with your item(s) in their original condition and packaging and return to us within 28 days of purchase. Please do not mark the packaging.

We can provide you with a pre-paid Parcelforce label or arrange a Parcelforce collection at the cost of £7.50. This cost will be deducted from your refund. Alternatively customers can return at their own cost but we’d suggest you use a trackable service and retain proof of postage as we cannot be held responsible for items lost or damaged in transit. Once we receive your return, we will process a refund for the cost of the item(s)

For larger furniture please call us on 0161 926 8763 to discuss as we will schedule a collection with our two man courier team. Costs vary per item, this is approximately £70 for a sofa and £40 for an armchair and the customer will bear all return shipping costs. Please call us on 0161 926 8763 if you would like to know any exact return costs before making your purchase.

All goods must be returned unused, unopened, in perfect condition (including original packaging) and remain in a re-sellable condition.

Damaged Deliveries

We do our best to ensure that our products are wrapped sufficiently to survive its journey to you but we do have to rely on third party companies to deliver your goods to you and breakages unfortunately can happen from time to time.

In the rare occasion that your items have arrived damaged or faulty, please email our customer service team on enquiries@roseandgrey.co.uk along with photos of the damaged or faulty items, within 24 hours of receiving your order. Please do not return damaged or faulty items without contacting us first as we will be unable to refund any postage costs.

Refunds

Refunds will be processed within 28 days of receiving the goods back from you. The refund will be made via your original method of payment.

 

Made to Order

If returning 'Made to Order' items. Rose & Grey reserve the right to retain a 20% restocking fee as the item was made specifically for you. Sofas, armchairs, ottomans and footstools ordered with a customer's own fabric or material cannot be cancelled, returned or refunded once purchased. Unopened rolls of wallpaper can be returned – opened rolls of wallpaper are not eligible for return and will not be refunded