Shipping & Returns

Shipping

Delivery is charged at £4.99 on all orders to Mainland UK with the below postcode locations having a surcharge which is calculated at checkout;

Postcode - DG, EH, G, KS, ML,TD

Postcodes - AB, DD, IV, KW, PS, PH, FK, KY

Postcodes - IV40+, KW16+, PA20+, PH41-44

Northern Ireland - All Postcodes

All orders are dispatched within 1-2 working days of placing an order via DHL or DPD for smaller items and large item orders are dispatched via Panther Logistics.

If you place multiple items in your order you may receive more than one delivery. Lead times are detailed in the product descriptions. Upon dispatch of your items you will receive a notification from the courier via email or text.

Over bank holidays and our busy periods our standard delivery services may be affected, specific delivery details will be confirmed at the time of order.

In stock items

All items which are in stock will be delivered in 1-2 working days within mainland UK.

Stock items

All items other than our sofas are available for dispatch from our warehouse.

Made to order items

All orders which are made to order will usually be delivered within 4-10 weeks. Please ensure the sizes provided are correct as orders can not be refunded. This includes measuring all access routes and doorways.

Large item delivery

Some large items may be delivered via pallet due to their size, weight or fragility. If an item is delivered via pallet the delivery company may leave the pallet with you to dispose of accordingly. Please ensure dimensions are checked and will fit the space they are meant for. Large item deliveries go through Panther Logistics courier and are generally dispatched within 1-2 working days.

Faults or Damages

Upon receiving your items, your order must be checked to ensure there has been no damage in transit. All faults or damages must be reported within 24hrs of receiving the product. You must send an image of the reported issues and we will endeavour to resolve the issue for you.

Returns

If you wish to return any part of your order you may do so, this can be arranged yourself via tracked delivery or we can assist you with this.

Returns can be made within 14 days of receiving your item as long as the item is as new and the original packaging. Any associated costs of return will be covered by yourself, the customer. If a return is received back to us and is not is "as new" condition, we will return the item to you, the customer.

Alternatively, should you like us to arrange your return, we can arrange to have this return for you. *Please note these prices are only applicable to mainland UK. For customers outside of this area, your are responsible for returning the goods to us in an as new and resaleable condition.

Drop off shop - return your item via drop off at your local DPD point - £7.50 (requires access to a printer and ONLY applicable for items under 1m in size and under 25kg)
Collection from your door via DPD - return your goods with a next day collection

Items under 100cm in size and under 25kg - £12
Rugs over 100cm - £19
If DPD turn up at your property to collect an item and it is not ready or there is no answer, we receive a £10 failed collection charge. This charge will be passed on to you the customer.

Larger items such as consoles, sofa or bed costs are subject to your location. Please contact us direct for a quotation at hey@rowenhomes.co.uk
Any items returned without their original packaging will be charged a fee of £5.

When returning an item it is the customers responsibility to ensure that the returning item is suitably packaged and protected to avoid damage in transit. We are unable to issue refunds for items which have been damaged in the returns process and the item may be returned if not received back to us "as new"

In order to arrange this you must get in touch with us beforehand. You can contact us at hey@rowenhomes.co.uk

The associated cost of the return will be deducted from your refund.

Returns arranged by the customer are under their responsibility to ensure appropriate tracking and safe delivery to our warehouse.

Our returns address is Returns @ Rowen Homes, Unit 6 Franklin Industrial Est, Blaydon, NE21 5TL

Missed/Refused Deliveries

Please ensure that you enter your phone number at checkout to help our delivery providers to notify you of deliveries. If you miss or refuse* a delivery you may be charge a redelivery/return fee up to £100 depending on the value/size of the order. This will be determined by the courier who is making the delivery.

*If a delivery is refused by you the customer or it doesn't fit in to your property due to the size you will be liable for the return charge which is determined by the courier.