Delivery Returns and Refunds

Delivery

Each item has its own delivery information displayed on a block on the product page. Here’s an overview too -

Standard 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 Standard Parcel or £15 for a Large Parcel. If you live in the Scottish Highlands or Islands, this will cost £15 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 and/or email from the carrier with your tracking details.

 

Express Delivery - 1 - 2 working days – 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 within 1 - 2 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 and/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.

 

Saturday Delivery- for order placed before 1pm on the Friday prior

Offered only for items available on a Standard parcel, your order will be delivered by Parcelforce courier at a cost of £15. We use a trackable service, and your order will be delivered the next calendar Saturday.

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.

 

Click and Collect from our Altrincham showroom

Click and Collect orders will be ready for collection the following day, after 12 midday, from our Altrincham showroom. We are open Monday to Friday from 10am to 5pm for order collections. 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 is the customers responsibility to check that the item will fit in the car before placing the order.

Check our showroom page for more information about our showroom 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. If the order is not collected within 4 weeks, we’ll cancel and refund the order.

 

1 or 2 Man delivery – Large furniture items

Larger items of stocked furniture are delivered by our one or two man courier team at a cost of £45. If you live in the Scottish Highlands, this will cost £59.00.

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 within 10 days to book a mutually convenient date. 

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

 

1 or 2 Man delivery - Made to Order furniture

As soon as we hear from our factory that your sofa is ready, we’ll be in touch to let you know that your item is ready before arranging delivery with our one or two man courier team at a cost of £45. If you live in the Scottish Highlands, this will cost £59.00.

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

It's worth remembering, as our Made to Order items are hand-made, please allow up to 5cm difference in measurements! We use computer generated images to show your sofa in your chosen colour, so we do recommend you order a free fabric swatch to see your chosen material up close before ordering your sofa, armchair or footstool.

 

 

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, excluding postcodes that can't be accessed by road.

The Islands are the Scottish Islands, 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 packing 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

 

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.

Each item has its own returns information displayed on a block on the product page. Here’s an overview too –

 

Small homewares or accessories delivered with Parcelforce or Royal Mail

For return of any smaller homewares or accessories, we can help you with a pre-paid Parcelforce label, at a cost of £7.50 per box, or arrange a Parcelforce collection at a 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 refunds 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.

 

Larger furniture items delivered with our 1 or 2 man courier teams

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

All large furniture and mirrors (except sofas) will cost the same to return as the outbound shipping cost.

All of our sofas cost £70 to return

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 delivered with our 1 or 2 man courier teams

For any Made to Order furniture 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. Please contact us here and we will schedule a collection with the same team who delivered your order.

All large furniture and mirrors (except sofas) will cost the same to return as the outbound shipping cost.

All of our sofas cost £70 to return

For any furniture made using a customer's own fabric or material, you will be charged the full price of the order.

 

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 [email protected], 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 [email protected] 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.

For Made to Order furniture orders, if you feel your sofa has a fault, please report this to the courier upon delivery who will take photos and return the images to us. Please also let us know too. We will then be in touch with the next steps, and we will arrange for the item to be independently reviewed in your home and repaired or replaced if deemed to be faulty.

For any items that require self-assembly, like our Mustard Made lockers, we suggest that all parts are inspected for damage prior to assembly and any damage reported to us asap before attempting assembly. We’ll then review the issue and confirm the next steps to rectify this for you.

 

 

Other useful information

 

International shipping

At the moment we have paused shipping outside the UK due to issues caused by Brexit and Covid

 

Promotions

Discount codes are not valid on marked down items or gift vouchers. You can only use one discount code at a time. You can’t use discount codes if you are hoping to take advantage of our Divido interest free credit offer. However you can use a discount code if you are planning to use Klarna as your payment method.

 

Pre orders

We may sometimes offer items as pre-orders – this means you’ll be able to pre-order the items before they arrive with us, but please note this means the delivery timeframe may vary. We keep our site updated with the most up to date information we have, but it’s worth bearing in mind that this can change.

 

Outlet

We sell ex-display, seconds and also new items at a discount in our Outlet category. If they are not perfect products, they are labelled as Ex-Display or Odd Bump with any damages noted. If you are purchasing online, we suggest you request photos of the item to help inform you before making a purchase. Items are ‘sold as seen’ and are non-returnable as long as they are delivered and accepted in the same condition as stated on our website and in photographs.

 

Wallpaper

We cannot accept returns on opened rolls of paper.

 

Made to Order furniture

It's worth remembering, as our Made to Order items are hand-made, please allow up to 5cm difference in measurements! We use computer generated images to show your sofa in your chosen colour, so we do recommend you order a free fabric swatch to see your chosen material up close before ordering your sofa, armchair or footstool!

We list the Made to Order lead time on the product page. Whilst we do our very best to complete all Made to Order items within the specified time-frame, we do not offer a guarantee on delivery within this period

We offer a ‘Will it Fit’ guide on our website so we’d recommend using this to double check your Made to Order item will fit in the designated space.