Delivery, Returns & Refunds
DELIVERY
Standard or Large Parcel (2–4 Working Days)
For smaller homewares and accessories, your order will be delivered by Parcelforce or Royal Mail:
Standard Parcel: £4.95
Large Parcel: £15.00
If you live in the Scottish Highlands or Islands:
Standard Parcel: £12.00
Large Parcel: £25.00
Delivery is via a trackable service and usually takes 2–4 working days (Monday–Friday excluding bank holidays).
Once your order has been dispatched, you’ll receive an email from us plus tracking updates via text and/or email from the carrier.
Express Delivery (1–2 Working Days – Orders Placed Before 1pm)
Available for smaller homewares and accessories.
Cost: £7.50
Delivery time: 1–2 working days (Monday–Friday excluding bank holidays)
You’ll receive dispatch confirmation from us and tracking updates from the carrier.
Express Delivery is not currently available for customers in the Scottish Highlands or Islands.
Saturday Delivery (Orders Placed Before 1pm Friday)
Available for Standard Parcel items only.
Cost: £15.00
Delivery: Next calendar Saturday
You’ll receive dispatch confirmation and tracking updates via text.
Saturday Delivery is not currently available for customers in the Scottish Highlands or Islands.
Click & Collect (Altrincham Showroom)
Click & Collect orders will be ready for collection the following day after 12 midday.
We are open for collections:
Monday to Saturday – 10am to 5pm
If you place your order after 2pm on a Friday, your order will be ready after 12 midday on the following Monday.
There is no delivery charge for Click & Collect.
Please bring:
your order number, and
a form of ID (driving licence, passport, bank card or utility bill).
1 or 2 Man Delivery – Stocked Large Furniture Items
Larger stocked furniture items are delivered by our one or two-person courier team.
Cost: £45.00
Scottish Highlands / some areas of Cornwall & Devon: £59.00
Estimated delivery time: approx. 2–3 weeks
Once the courier has your item(s), they will contact you within 10 days to arrange a mutually convenient delivery date.
If your order is urgent, please contact our customer service team and we’ll always do our best to help.
This service is not currently available for customers in:
Scottish Islands
Isle of Man
Scilly Isles
Isle of Wight
Northern Ireland
International addresses
If you fail to take receipt of your delivery or fail to cancel within 48 hours of your scheduled delivery date, an additional £45 re-delivery charge will apply.
1 or 2 Man Delivery – Made to Order Furniture
As soon as we hear from our factory that your Made to Order item is ready, we will contact you to arrange delivery.
Delivery is completed by our one or two-person courier team:
Cost: £45.00
Scottish Highlands / some areas of Cornwall & Devon: £59.00
This service is not currently available for customers in:
Scottish Islands
Isle of Man
Scilly Isles
Isle of Wight
Northern Ireland
International addresses
If you fail to take receipt of your delivery or fail to cancel within 48 hours of your scheduled delivery date, an additional £45 re-delivery charge will apply.
Please note: Made to Order items are handmade and measurements may vary by up to 5cm.
We use computer-generated images to show your sofa in your chosen fabric. We strongly recommend ordering a free fabric swatch before placing your order.
Whilst we do our very best to meet the estimated lead time, we cannot guarantee delivery within the stated timeframe.
OTHER USEFUL DELIVERY INFORMATION
Scottish Highlands and Islands
Scottish Highlands postcodes include: HS, IV, KA, KW, PA, PH and ZE, excluding postcodes that cannot be accessed by road.
Cornwall and Devon areas include postcodes: EX, TA, TQ, PL, TR
Islands include:
Scottish Islands
Isle of Man (IM)
Isles of Scilly (TR)
Isle of Wight (PO)
Packaging
We recommend keeping hold of your packaging until you’re sure you want to keep your item. Returns must be made in the original packaging to prevent damage in transit.
We may deliver your order in reused cardboard packaging. Packing chips used are biodegradable and recyclable/compostable.
Multiple Items in One Order
If your order contains multiple items, they may be shipped separately depending on size. If so, you may receive multiple tracking numbers.
You will only be charged one delivery charge, even if dispatched separately.
RETURNS & REFUNDS
We hope you’ll love your order, but if not, we’re here to help.
To request a return, please contact us here or call us on 0161 926 8763.
Each item has its own returns information shown on the product page. Below is an overview.
SMALL HOMEWARES OR ACCESSORIES (PARCELFORCE / ROYAL MAIL)
28 Day Returns
You may return small homewares and accessories within 28 days of receiving your order.
We can provide:
Pre-paid Parcelforce label: £7.50 per box
DPD collection: £10.00 per box
Collections are usually available Monday–Friday between 9:00am and 6:00pm. We can normally provide a 5-hour delivery slot if requested.
Any return costs will be deducted from your refund.
Alternatively, you may return items yourself at your own cost. We recommend using a tracked service and retaining proof of postage, as we cannot be responsible for items lost or damaged in transit.
Please complete the returns form included in your parcel and include it with your return.
Returned items must be unused, in original condition and original packaging. Please do not mark or write on the packaging.
Once your return is received, we will process your refund. During busy periods, refunds may take up to 14 days. Refunds will be issued back to the original payment method used.
LARGE FURNITURE ITEMS (1 OR 2 MAN DELIVERY)
Notify Us Within 14 Days / Return Within 28 Days
For large furniture items delivered by our one or two-person courier teams, please contact us within 14 days of delivery to request a return.
We will then schedule collection within 14 days, using the same team who delivered your order.
Returns must be completed within 28 days of delivery.
Return costs:
All large furniture and mirrors (excluding sofas) cost the same to return as the outbound delivery charge.
All sofas cost £70 to return.
Items must be unused, in original condition and original packaging. Please do not mark the packaging.
Once your return is received, we will process your refund (less any return costs). During busy periods, refunds may take up to 14 days.
MADE TO ORDER ITEMS
14 Day Cancellation Window
Made to Order items are made specifically for you.
For Made to Order furniture items, you may request cancellation within 14 days of placing your order.
After 14 days, Rose & Grey reserves the right to retain a 20% restocking/cancellation fee if you wish to cancel or return your order.
We will schedule collection using the same team who delivered your order.
Return costs:
All large furniture and mirrors (excluding sofas) cost the same to return as the outbound delivery charge.
All sofas cost £70 to return.
For furniture made using a customer’s own fabric or material, the full price of the order remains payable and the order cannot be cancelled.
DAMAGED OR FAULTY ITEMS
We do our best to ensure your products are wrapped securely, but breakages can occasionally happen in transit.
Please inspect your delivery as soon as possible.
If your item arrives damaged, please note this with the courier where possible and contact us immediately.
If you only realise an item is damaged after delivery, please email our customer service team with photographs as soon as possible and we will advise the next steps.
Please do not return damaged or faulty items without contacting us first, as we may be unable to refund any postage costs unless agreed in advance.
For Made to Order furniture orders, if you believe your sofa has a fault, please report this to the courier on delivery (who will take photographs). Please also contact us directly so we can arrange the next steps, including independent review, repair or replacement if required.
This does not affect your statutory rights.
OTHER USEFUL INFORMATION
Pre-Orders
We may sometimes offer items as pre-orders. This means you can order before the item arrives with us.
Delivery timeframes for pre-orders may vary. We always aim to keep product pages updated with the most accurate lead time available.
Made to Order Furniture
Made to Order lead times are shown on each product page.
As our Made to Order items are handmade, please allow up to 5cm difference in measurements.
We use computer-generated images to show your sofa in your chosen colour, so we recommend ordering a free fabric swatch before purchasing.
Whilst we do our very best to complete Made to Order items within the stated timeframe, we do not guarantee delivery within this period.
25 Year Frame Guarantee (Made to Order Sofas)
All Made to Order sofas include a 25-year guarantee on the frame and springs only.
Fabric and upholstery coverings are covered by a 2-year guarantee.
