SHIPPING POLICY
Delivery Information
At Roost Furniture, we believe great style shouldn’t come with extra costs – which is why we offer free delivery on all orders, with no minimum spend.
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How It Works
Once your order is placed, we’ll process and dispatch it within 1–3 working days. Most items will arrive within 3 working days after dispatch. Some smaller parcels may arrive sooner, and larger or more delicate items may take a little longer depending on your location.
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You’ll receive tracking details as soon as your order is on its way, so you can follow its progress right to your door.
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Where We Deliver
We currently deliver to addresses across mainland UK. Unfortunately, we are unable to ship to Northern Ireland, the Channel Islands, or overseas at this time – but we’re working on it.
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Large or Fragile Items
Some of our larger furniture pieces or more delicate items may be delivered via specialist couriers or pallet delivery services to ensure they arrive in perfect condition. If this applies to your order, we’ll keep you informed throughout the process.
RETURN POLICY
Returns Policy
At Roost Furniture, we want you to love every item you order. However, we understand that sometimes things don’t go quite as planned. This policy outlines how we handle returns, whether it’s due to damage, an incorrect item, or a change of mind.
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Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong item, please let us know within 3 working days of delivery. You can report the issue using our online returns form, including a clear photo of the damage or error. Once approved, we’ll arrange a collection and either replace the item, offer a discount, or issue a refund, depending on the circumstances.
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To be eligible:
- All returns must be submitted using our online form within 3 working days of delivery.
- Items must remain in their original packaging.
- Items must not be moved from the original delivery address. Returns can only be collected from the address where the item was originally delivered.
- If the item has been moved, we will unfortunately not be able to process the return.
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Change of Mind / Unwanted Items
We offer a 14-day return window if you or your customer changes your mind. You must notify us within 14 days of delivery using the online returns form.
Please note:
- Returned items must be in their original condition and packaging.
- A 50% restocking fee applies.
- Original delivery and handling charges are non-refundable.
- If you request a collection, an additional delivery fee will apply.
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Returns Process
To submit a return request, you will need to complete the form on our website with the following details:
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- Your name and contact information
- Order number
- Product name and code
- Reason for return
- Photographic evidence (if the item is damaged or incorrect)
Once submitted, we’ll aim to respond within 2 working days. If your return is approved, we’ll provide a Returns Reference Number and instructions for the collection. This reference must be included with the returned item.
We will only communicate with you, the customer who placed the order, during this process. We are unable to liaise directly with your recipient or end customer.
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Refunds
Refunds (less applicable fees) will be processed within 14 business days of the returned item being received and inspected.
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Please note:
- Returns submitted by email will not be accepted.
- Incomplete or late submissions may result in your claim being declined.
- We reserve the right to alter decisions based on the condition of returned goods upon arrival at our warehouse.
- If a replacement item is sent but the original is not returned within 14 days, full charges will apply.
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Failed Deliveries
If a delivery is refused or unsuccessful:
- Additional delivery attempts will incur extra charges.
- If the order is cancelled after an unsuccessful delivery, a 10% restocking fee will apply and original delivery charges will not be refunded.
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If it appears the order was opened before refusal, we may treat the return as a change-of-mind return and apply the full restocking fee.
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PAYMENT METHOD
We offer a range of secure and convenient payment options to make your shopping experience as smooth as possible.
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You can pay using:
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- Credit & Debit Cards – including Visa & Mastercard.
- PayPal – for quick and secure checkout
- Apple Pay – available on compatible devices for fast, contactless payment
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All transactions are processed securely, and we never store your payment information. If you have any questions about payments, feel free to get in touch and we’ll be happy to help.