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You have no obligation to purchase the product once you know the price. You can simply remove the item from your cart.
You have no obligation to purchase the product once you know the price. You can simply remove the item from your cart.
Frequently Asked Questions
CHRISTMAS DELIVERY & RETURNS
Final delivery dates for Christmas 2018 for UK mainland:
Guaranteed Standard Delivery - Order by 2 pm Wednesday 19th December
Guaranteed Next Working Day - Order by 2 pm Thursday 20th December
Large & Fragile Delivery - Order by 3 pm Monday 3rd December
Click & Collect from our Sussex Warehouse - Order by 12 pm Friday 21st December
Please contact our customer service team to confirm delivery lead times before placing your order: Telephone 00 44 1444 253391 or email email@example.com
If you aren't totally satisfied with your purchase, you can return it in its original condition within 14 days for a full refund (excluding original delivery fees).
Purchases made from 1st November 2018 are eligable to be retured by 31st January 2019.
Terms and conditions apply, please visit here for full details.
What ar your customer service opening hours?
Monday to Friday (excluding Bank Holidays), from 9 am until 5 pm.
Do you have shops or a showroom that I can visit?
We have a small curation of items available at our concession at Harvey Nichols Knightsbridge until 31st January 2018. Our warehouse is based just North of Brighton on the Ditchling Common Industrial Estate which is available to visit by appointment only.
What are your shop and showroom opening hours?
Our warehouse is open for appointments from Monday to Friday between 10 am and 12.00 pm or 3 pm until 4.30 pm, by appointment only. Please call the team in advance on 01444 253391 if you wish to visit our warehouse.
Is parking available at any of your shops or warehouse?
For pop-ups and concession stores please check with the host store for information on visiting. If you have booked an appointment to visit our warehouse in Sussex we do have parking available - please use the parking bays signed for use by Rockett St George Staff and Customers.
Can I see all your products in your shops and warehouse?
If you would like to book an appointment to visit our warehouse and view items from our collection, please email us with a specified item list and we will get these prepared for you. If we do not receive your list before you visit we may not be able to show you the items you would like to see. Some items are not kept in our Sussex warehouse so are sadly unable to view unless purchased.
How can I get in touch with your buying team?
Please email us on firstname.lastname@example.org or use the contact form HERE.
How do I contact your press office?
Please email Katie@rockettstgeorge.co.uk or fill in our Press Contact form HERE.
How can I receive a Rockett St George catalogue?
You can sign up to the Rockett St George Catalogue Mailing List HERE.
How can I receive your email newsletters?
You can sign up to our Email Newsletter mailing list HERE.
When is your next warehouse sale?
Our warehouse sale will be located in our Sussex warehouse and notice is given 1-2 weeks before to those living locally who are signed up to our mailing list or have requested to be notified. If you’d live further afield but would like to receive notice, please sign up to the Warehouse Sale mailing list HERE.
Can I use your images on my blog or website?
Please email our press department if you wish to use any of our imagery online or in print. Copyright restrictions apply and all images are the property of Rockett St George so will need to be properly credited and linked to whenever used. For more information and to request permission please use our press contact form HERE.
QUESTIONS ABOUT DELIVERY
How much does delivery cost?
Delivery cost depends on the item you have purchased, please refer to the delivery information page or check the 'Delivery info' tab on the product page for specific information.
Who delivers your parcels?
Depending on the size and weight of your order we will use either Royal Mail, UPS or DPD, and for Large or Fragile items such as furniture or large mirrors, we will use a private courier.
What happens if I miss a delivery?
UPS and DPD will attempt delivery for 3 consecutive days, after which your order will be returned to us here. If your order is being delivered by Royal mail they will pop a card through your door to advise you on the next steps and rearrange the delivery. If you have ordered using a Large and Fragile Item service we will need to rebook your slot which can take up to 3 weeks, depending on your location.
Do you ship internationally?
We can ship our smaller items and accessories internationally. Sadly we are not able to send furniture or large and fragile items overseas. Please check our Delivery Information page for more information or check the 'Delivery Info' tab on the product page.
How long will delivery take?
Standard Delivery is 3-5 working days and Next day is the next working day if ordered before 3 pm the day before (excluding weekends). Please note some of our items carry longer lead times so please check the Delivery Information or product page for more information.
Can I change my delivery address after I have placed my order?
Amendments to orders can only be made if your order hasn't been dispatched from our warehouse.
Do you part deliver orders?
Occasionally some of our items are dispatched from various locations and suppliers so your order could be delivered in parts - your RSG Delivery note should inform you if there are items to follow.
Can I track my parcel?
As soon as your order has been dispatched from our warehouse you will receive an email with your tracking number which will be live after 24 hours.
What do I do if my order does not arrive after the last estimated delivery date?
Please contact us immediately either via email or phone and we will investigate this for you. We are unable to investigate until the last working day has passed, i.e, if you have been estimated 3-5 working days for delivery please contact us only if the 5th working day has passed. Please check your order confirmation for details about your delivery date.
Do you offer a ‘to room’ delivery?
All of our couriers will deliver to your door but are sadly unable to deliver to your desired room. If you have ordered a large item please ensure you arrange someone to help you.
Do you remove the packaging after making a delivery?
We do not remove the packaging after making delivery, however, all packaging is recyclable.
Do you assemble furniture items?
Our couriers will not be able to help assemble furniture for you, so if you have ordered an item that required assembly, please ensure you arrange someone to help you if required.
QUESTIONS ABOUT ORDERS
How do I place an order?
You can easily place your order online at any time via our website, or, if you have questions or prefer to order by phone, you can call us from Monday to Friday (excluding bank holidays) 9 am – 5 pm on 01444 253391.
Can I add or remove products from my order after I have placed it?
This is only possible if your order hasn't been dispatched from our warehouse. Please call our customer services team on 01444 253391 (Monday to Friday, 9 am – 5 pm, excluding Bank Holidays).
Can I cancel my order?
This is only possible if your order hasn't been dispatched from our warehouse. Please call our customer services team on 01444 253391 (Monday to Friday, 9 am – 5 pm, excluding Bank Holidays). If your order has already been dispatched you will need to refuse delivery and we will refund you in full as soon as the return has been processed in our warehouse.
Can I use my gift vouchers online?
Yes, all vouchers from 2017 onwards can be redeemed online using the code displayed on your voucher. Any vouchers issued before 2017 will need to be redeemed by phone: 01444 253391 (Monday to Friday, 9 am until 5pm, excluding Bank Holidays).
Do gift vouchers have an expiry date?
Yes, all vouchers expire 12 months after the purchase date. Any vouchers issued as a competition prize also expire after 12 months from the date of issue.
Why are products on the website out of stock?
We like to source unique and exciting products that are not usually found on the high-street. Because of this, there are often low quantities available but we will always try to re stock where possible. You are able to sign up on the product page to receive a ‘Back in Stock’ notification. (NB: This will not add you to any other mailing list and we will only email you regarding the product you have requested information for, unless you are already signed up to our email newsletter mailing list).
Can I pre-order a product?
We have a selection of products that are available for pre-order which are displayed with a ‘Pre-Order’ icon. For an estimated delivery date, please check the product page. The Estimated Delivery date is when we are scheduled to receive the shipment but this date is subject to change is an estimate only. If you have purchased a Pre-Order product and it becomes delayed in reaching us we will contact you to let you know and offer you the opportunity to cancel your order.
Do you price match?
No, we do not offer a price match on any item or service.
Are the ETA’s on out of stock items accurate?
The Estimated Delivery date is when we are scheduled to receive the shipment but this date is subject to change is an estimate only. If you have purchased a Pre-Order product and it becomes delayed in reaching us we will contact you to let you know and offer you the opportunity to cancel your order. If you have contact our Customer Services Team and they have given you an expected date for delivery to our warehouse this is also only an estimate and could also be subject to delays.
Are your prices inclusive of VAT?
Yes, all prices shown are inclusive of VAT.
Do you provide VAT receipts?
Yes, we can issue VAT receipts upon request. If you would like to make a request, please email email@example.com and our customer Services team will respond within 48 working hours.
Do you offer a gift wrap service?
Yes, we do offer a gift wrapping service upon request. If you would like to add this to your order, please email details to our Customer Service team immediately after placing your order, quoting your order reference number and ‘Gift Wrap Request’ in the subject line.
(e.g. SUBJECT: ‘#123456 - GIFT WRAP REQUEST’).
Do you offer a wedding list service?
Yes, we do offer a Wedding List Service. Please call or email the Customer Service team who will be able to organise this for you. In 2018 we will be working on an online Wedding List Service so that you can manage your gift list via your online account.
Why have I only received part of my order?
Some of our items are ordered in from outside suppliers especially for you so they may arrive with you at different times to those items held in our warehouse. If you order has been sent in multiple boxes this can also be separated by the courier. Please wait until your last delivery day has passed before contacting us to investigate – check the product page for specific item delivery information, for example, certain wallpaper or rugs can take 2-4 weeks to arrive (depending on the supplier) which overrides the estimated delivery of the service you have selected.
Can everything go on a next day service?
Not every item from our website can be sent on a next day service (for example; bespoke or personalised items, specific wallpaper and rugs, and Large/Fragile items). If the product allows next day delivery this will automatically come up as a delivery option at the checkout. Please refer to our Delivery Information page or check the Delivery Info tab on the product page.
QUESTIONS ABOUT RETURNS
What is your refund policy?
Refunds will be processed (excluding original delivery fees) when the request to return is made within 14 days from the receipt of delivery. A credit note will be issued (excluding original delivery fees) if the request to return is made after 14 days from receipt of delivery. All returns must be received by Rockett St George within 30 days from receipt of delivery to qualify for a refund. Credit notes will not be issued after 90 days from receipt of delivery. Unless you have a VIP Customer account, we do not offer a Freepost returns service but can organise a collection for you depending on the item you are returning and your location. The cost for this collection will be deducted from your refund. Please see our Returns Page for more information and to read our full T&Cs.
How do I arrange a return?
To arrange a return, please email our customer services team contact@Rockettstgeorge.co.uk or simply fill out your returns slip which should have been included with your delivery and send it back to us along with the item(s) you would like to return. If you did not receive a return slip you can download a new one from our ‘Return an Item’ page where you will also find full returns information and our T&Cs. Please note, we do not refund return costs.
What if my item is Faulty?
Please email our customer service team firstname.lastname@example.org within 24hrs of receipt of delivery. When emailing please include a photograph of the damaged/faulty item. We will then be able to discuss a replacement, repair or refund. For further information please see the ‘Faulty or Damaged’ Items section of our Returns page.
How long do I have to return an item?
All returns must be received by Rockett St George within 30 days from receipt of delivery to qualify for a refund. Credit notes will not be issued after 90 days from receipt of delivery.
How long will it take for my refund to be processed?
Refunds will not be issued until your return has been received and processed by the warehouse team. Processing can take approx. 2 working days after we have received your return but can take longer during busy periods. Your bank may take an additional 2 working days to receive the funds into your account (please check with your bank for further details).
How will I be refunded?
Refunds will be returned to the original payment method used, for example, if you pay by card we will refund you to the same card used to place the order.
Can't find what you're looking for?
Contact our friendly Customer Services Team who will be happy to help!
They are here from Monday to Friday (excluding Bank Holidays) from 9 am until 5 pm.
Telephone: 01444 253391