Returns and refunds

We hope you’ll love your order but if not, just contact us here or call us on 0161 926 8763.

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 - 100 days returns

For return of any smaller homewares or accessories, we offer a 100 day returns period. 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.

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

For any items that require assembly such as Mustard Made lockers, we can't accept items back that have been assembled or show any signs of assembly. 

Larger furniture items delivered with our 1 or 2 man courier teams - 28 days returns

For return of any larger furniture delivered with our two-man courier teams, please contact us here within 14 days of receipt and we will schedule a collection, within 14 days, 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.

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 in order to prevent any damage in transit.  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 - 14 days cancellation

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 10% 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 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.

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.