FAQ’s
What are your delivery charges?
At ROOM on the Row we keep the delivery costs as competitive as we can, without knowingly compromising the efficiency and quality of service that we expect by the Postal Service and/or Couriers that we use. Any evidence of mistreatment to parcels being delivered on behalf of ROOM on the Row should be reported immediately to us so that we can report to the postal/courier company.
Our Delivery for the United Kingdom are as follows:
- Click & Collect From Store – Free of Charge
- Small Packages (which can be packaged into a box measuring up to 30cm wide x 45cm long x 30cm high) – Charge will be added at £4.95. Free delivery for orders over £60.00
- Large Packages (measuring over the size of Small Packages, above) – Charge will be added at £9.95. Free delivery for orders over £200.00
How long will it take to process my return?
Once your parcel has been received by our team it can take up to five days to process your return. Returns are dealt with in the order in which they are received, so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
You will be notified via email has soon as your return has been processed. This can sometimes be a few days after we receive your parcel at our warehouse – if you want to check that your order has been received, please use the tracking provided for your chosen return method.
Please remember it can take three to four days after we have processed a refund payment for it to appear on your credit-card statement.
If you do not receive our email confirmation within 10 days of your order being received at the warehouse, please contact us on +44(0)1342 825069 (opening times as above) in order for us to investigate.
Have you received my returned item?
We will notify you by email once your order has been processed at our warehouse. To check whether your item has been delivered to us, please use the tracking options provided by your chosen delivery service or courier.
How do I exchange an item?
We cannot offer exchanges for items purchased online. To exchange an item that was sent to you incorrectly, please either return to our store in Forest Row East Sussex where we will be happy to help. Alternatively, please return the item using our normal returns policy, and repurchase the correct item.
It’s been longer than 30 days – Can I still exchange my item?
If you return an item outside of the 30-day returns period, but still within the 60 day period from date of purchase, then we will issue a refund in the form of a gift voucher (Credit Note) to the same value, which we will post to you. Gift Vouchers last nine months from date of issue.