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 Fridays will be shipped on Monday to arrive on Tuesday.
Saturday Delivery: £25 Between 9-6 UK orders only order before 1pm.
All home accessories and gifts are set on a Royal Mail or tracked parcel 2-5 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.
Northern Ireland and Channel Isles
EU / Northern Ireland / Channel Islands Delivery: £20 5-7 Working Days
Unfortunately, we are unable to ship furniture and large items to Northern Ireland and the Channel Isles but can make it available for collection
Unfortunately, we are unable to orders 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 imposible 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.
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 & Exchanges
We hope you are delighted with your order but we do understand that sometimes you will want to return an item.
At Rose & Grey we offer a no quibble guarantee*. If your item from us fails to make the grade just contact us within 28 days to:
Rose & Grey
31 Atlantic Street
Using the returns label in your package and we will exchange it or give you a full refund of the costs of the goods. We require you to be responsible for the cost of returning an item to us where you have changed your mind. If you wish for us to collect the item then small item collections are charged at £7.50.
Goods must be unused, unopened, in perfect condition (including original packaging) and remained in a re-sellable condition.
*If you want to return an item of furniture you must notify us within 14 days. We can organise collection but all costs incurred through shipping are strictly non-refundable and that the customer bears all return shipping costs. Please note, this is approximately £60 for a set of drawers and £75 for a 3 seater sofa, call us on 0161 926 8763 if you would like to know any exact return costs before making your purchase.
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. When returning goods on which you have received a discount/special offer that offer/discount will no longer apply and will be deducted from the original price.
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.
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.
If you receive a damaged item from us, please accept our apologies for any inconvenience this may cause you. Please contact us immediately to inform us quoting your order number and ideally with a photo of the damage. We will organise a collection and ship a replacement out to you immediately subject to stock availability.