Delivery, Returns and Refunds

  

Christmas Delivery Dates

Need a sofa in time for Christmas? Here are those important dates you need to know!

 

The Snuggle Collection           - order by 25th October

The Urban Collection              - order by 11th October

The Mid Century Collection     - order by 8th November

The Contemporary Collection  - order by 25th October

The Sofa Bed Collection          - order by 25th October

Nordic furniture range            - order by 8th November

 

Disclaimer : Delivery dates may be affected by any delays caused by Brexit

 

Delivery

Each item has it’s own delivery information on the product page.

Here is an overview of our delivery costs –

  Price Courier Time *Scottish Highlands/Islands
UK Standard Parcel £5.50 Parcelforce or Royal Mail depending on the size of the item  2-4 working days £15
UK Large Parcel  £15 Parcelforce or Royal Mail depending on the size of the item  2-4 working days £25
UK Next Working Day – placed before 1pm   £7.50 Parcelforce Next Working Day N/A
UK Saturday or Sunday Delivery £15 Parcelforce Next Calendar Saturday or Sunday  N/A
UK Click and Collect Free N/A Ready to collect within 1 working day, except Mon and Tues when our showroom is closed N/A
UK 2 Man Delivery £29 Pyramid 2-3 weeks ( if your item is made to order, these 2 weeks will be included in the overall delivery time) Get in touch in with us for a quote
Ireland, Channel Islands and the EU £20 DPD then local courier 3 - 5 working days N/A
USA £20 DPD then local courier 3 - 5 working days   N/A  

 

UK Standard Parcel or Large Parcel – 2 – 4 working days

For smaller homewares and accessories, your order will be delivered by Parcelforce or Royal Mail at a cost of £5.50 for a UK Standard Parcel or £15 for a Large Parcel. If you live in the Scottish Highlands or Islands, this will cost £15.00 for a Standard Parcel and £25 for a Large Parcel.  We use a trackable service and delivery usually takes around 2 – 4 working days. Our couriers count Monday – Friday as the standard working days (with exception to any Bank Holidays).

As soon as your order has been dispatched, you’ll be notified via email as well as receiving a text message or email from the carrier with your tracking details.

UK Next Working Day delivery – for orders placed before 1pm

For smaller homewares and accessories, your order will be delivered by Parcelforce or Royal Mail at a cost of £7.50. We use a trackable service and your order will be delivered the next working day. Our couriers count Monday – Friday as the standard working days (with exception to any Bank Holidays.) Any Next Day orders placed before 1pm on a Friday will be dispatched on Friday for delivery the next working day which is Monday.

As soon as your order has been dispatched, you’ll be notified via email as well as receiving a text message or email from the carrier with your tracking details.

Currently we're not able to offer this service to customers living in the Scottish Highlands or Islands.

UK Saturday and Sunday Delivery

For smaller homewares and accessories, your order will be delivered by Parcelforce courier at a cost of £15.00. We use a trackable service and your order will be delivered the next calendar Saturday or Sunday.

As soon as your order has been dispatched, you’ll be notified via email as well as receiving a text message from the carrier with your tracking details.

Currently we're not able to offer this service to customers living in the Scottish Highlands or Islands.

 UK Click and Collect

Click and Collect orders will be ready for collection the following day, after 12 midday, from our Altrincham showroom, except Monday or Tuesday when our showroom is closed. No delivery charges are applied for this service. Please ensure you have your order number ready to quote upon collection along with a form of ID, this can be a driving licence, passport, bank card or utility bill. It’s the customers responsibility to check that the item will fit in the car before placing the order. Check our showroom page for our opening times and how to find us!

All Click and Collect orders will be held for 1 week after which time we will be in touch with you with a reminder.

UK 2 Man delivery - Stocked furniture 

Larger items of stocked furniture are delivered by our two man courier team at a cost of £29.50.

Delivery usually takes around 2 – 3 weeks but if your order is urgent contact our lovely customer service team here and we will always see what we can do!

Once our courier has your item(s) they will call you directly to book a mutually convenient date. You’ll receive a 4-hour time slot prior to the delivery and the driver will call you when they are en-route with an update. The courier will take the goods to your room of choice, unpack the item and dispose of the packaging (if you wish)

Currently we're not able to offer this service to customers living in the in the Scottish Highlands or Islands or Northern Ireland.

UK 2 Man delivery - Made to Order furniture

If your item is a Made to Order item, please take note of the overall delivery time, this includes production time for your sofa, and then delivery time. 

As soon as hear from our factory that your sofa is ready, we’ll be in touch to let you know that your item is ready before delivering by our two man courier team at a cost of £29.50 for a two-man delivery. If you live in the Scottish Highlands, this will cost £59.00.

Our courier will call you directly to book a mutually convenient date. You’ll receive a 4-hour time slot prior to the delivery and the driver will call you when they are en-route with an update. The courier will take the goods to your room of choice, unpack the item and dispose of the packaging (if you wish)

Currently we're not able to offer this service to customers living in the Isle of Man, Scilly Isles, Isle of Wight or Northern Ireland.

It's worth remembering, as our Made to Order items are hand-made, please allow up to 2cm difference in measurements.

Ireland (Republic of), the Channel Islands and Europe

Smaller homewares and accessories can be shipped to Ireland (Republic of), the Channel Islands and within the EU at a cost of £20. We use a trackable DPD service and delivery usually takes 3-5 Working Days. Unfortunately, we are unable to ship furniture and large items to Northern Ireland, Ireland (Republic of), the Channel Islands or within the EU but can make them available for collection from our Altrincham based warehouse, or can deliver to an agreed port, contact us here for more details. For all deliveries outside the UK, the importing country may levy duties and taxes once the order arrives in the destination country. The customer is responsible for any such costs.

USA

Smaller homewares and accessories can be shipped to the USA as a cost of £20. We use a trackable service and delivery usually takes 3-5 working days. Unfortunately, we are unable to ship furniture and large items to the USA but can make them available for collection from our Altrincham based warehouse, or can deliver to an agreed port, contact us here for more details. For all deliveries outside the UK, the importing country may levy duties and taxes once the order arrives in the destination country. The customer is responsible for any such costs.

 

Other useful delivery information

* Scottish Highlands and Islands

The Scottish Highlands are classed as areas with the following postcodes, HS, IV, KA, KW, PA, PH and ZE

The Islands are the Isle of Man, postcode beginning with IM, the Isles of Scilly, postcode beginning with TR and the Isle of Wight, postcode beginning with PO.

Packaging

We’d recommend keeping hold of any packaging until you’re sure you’ve fallen in love with your new furniture as if you change your mind, we’ll ask you to return the items in their original condition and packaging.

We may deliver your order in reused cardboard packaging which can then in turn be recycled. The chips we use to ensure your order reaches you in the best condition are also biodegradable and can be disposed of alongside your usual recycling or composted.

Multiple items in one order

For orders of multiple items, they may be shipped separately according to size – if this is the case, you’ll receive multiple tracking numbers from our courier. You will only be charged one delivery charge, even if your order is dispatched separately.

 

Returns and refunds

Each item has its own returns information on the product page. Check out the Returns tab on the product page to see a short summary

Here is an overview of our returns options -

   Service  Price  How?
Small homewares or accessories delivered with Parcelforce or Royal Mail within the UK Pre-Paid label to affix to box and drop off at local Post Office  £7.50 per box Just contact us here and we will email you the postage label
Small homewares or accessories delivered with Parcelforce or Royal Mail within the UK Collection from your house, Monday- Friday between 09:00 - 18:00, ideal for heavier items £10.00 per box Just contact us  with a date / time preference and we will confirm as soon as your collection has been booked
Small homewares or accessories delivered to Ireland ( Republic of), Channel Islands, EU or USA Please email or call us for advice. The returns method will depend on the delivery country.

Please email or call us for advice.   The cost will vary dependant on the delivery country

Please email or call us for advice.The returns method will depend on the delivery country.
 Large furniture items delivered with our two man courier team Collection by the same two man courier service who delivered your order

£35 for coffee tables

£50 for chairs

£70 for sofa 

Just contact us here and we can arrange a collection for you at a mutally convenient time

 

We hope you’ll love your order but if not, just notify us within 14 days of receiving your order. Contact us here or call us on 0161 926 8763. You then have another 14 days to return the item to us.

UK Small homewares or accessories delivered with Parcelforce or Royal Mail

For return of any smaller homewares or accessories delivered with local courier, we can provide you with a pre-paid Parcelforce label, at the cost of £7.50 per box, or arrange a Parcelforce collection at the cost of £10.00 per box.

The collection can usually be arranged Monday – Friday between 09:00 – 18:00 and we can usually suggest a 5-hour time slot so let us know your preference if you are requesting a collection. Any returns costs 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.

Please complete the returns form included in your package and enclose with your item(s) in their original condition and packaging. Please do not mark the packaging.

As soon as we receive your return, we will process a refund (less any returns cost laid out here) however during busy periods returns can take up to 14 days.  You’ll receive an email from us with your refund confirmation as soon as it has been processed. All refunds will be made back to the original payment methods used.

Small homewares or accessories delivered to Ireland (Republic of), Channel Islands, EU or USA

For return of any smaller homewares or accessories delivered with local courier, please contact us here or call us for advice. The returns method will depend on the delivery country.

Please complete the returns form included in your package and enclose with your item(s) in their original condition and packaging. Please do not mark the packaging.

As soon as we receive your return, we will process a refund (less any returns cost laid out here) however during busy periods returns can take up to 14 days.  You’ll receive an email from us with your refund confirmation as soon as it has been processed. All refunds will be made back to the original payment methods used.

UK Larger furniture items delivered with our two-man courier teams

For return of any larger furniture delivered with our two-man courier teams, please contact us here as we will schedule a collection with the same team who delivered your item.

Costs vary per item; this is approximately £70 for a sofa and £50 for an armchair and the customer is responsible for 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.

Please complete the returns form included in your package and enclose with your item(s) in their original condition and packaging. Please do not mark the packaging.

As soon as we receive your return, we will process a refund (less any returns cost laid out here) however during busy periods returns can take up to 14 days.  You’ll receive an email from us with your refund confirmation as soon as it has been processed. All refunds will be made back to the original payment methods used.

Made to Order items

For any Made to Order items, your 14 days to cancel begins when you place your order with us, due to the item being made specifically for you. After 14 days, Rose & Grey reserve the right to retain a 20% restocking fee if you wish to cancel your order. For any furniture made using a customer's own fabric or material, you will be charged the full price of the order.

Unopened rolls of wallpaper can be returned – opened rolls of wallpaper are not eligible for return and will not be refunded

Damaged or faulty items

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

Please ensure you thoroughly check your items for any damage at the point of delivery and let the courier know if you are not happy with the quality as you’ll be asked to sign that the delivery has arrived with you in perfect condition.

In the unusual event that your item arrives damaged, please note this on the courier’s documents, and let both us and the courier know. You can call us on 0161 926 8763 or email us on enquiries@roseandgrey.co.uk, please include photos of the damaged or faulty items and we’ll be in touch to resolve this for you as a priority

If you only realise that your item is damaged after delivery, please email our customer service team on enquiries@roseandgrey.co.uk along with photos of the damaged or faulty items,. As soon as we receive your email we will get to work right away and let you know the next steps for a replacement or refund to be arranged.

Please do not return damaged or faulty items without contacting us first as we will be unable to refund any postage costs.