Questions About Orders

Created by ben.merrell ben.merrell Jul 31, 2019 13:55:49 PM Published in FAQ's 77 Views.

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 Monday to Friday, 9:30am - 5pm (excluding bank holidays) 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, 9:30am - 5pm, 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, 9:30am - 5pm, 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 can be redeemed online using the code displayed on your voucher.

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 and can be found here. 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.

Can I pay with Klarna for a pre-order a product?
Yes you can. With Klarna Pay Later your payment plan (either Pay Later In 30 Days or Pay Later In 3-Instalments) only starts once the items are shipped. If you purchase other items that are in stock on the same order as a pre-order product, a payment plan will begin for the amount of the items that are in stock and shipped and then a separate payment plan for the pre-order product will begin once we've received it into stock and shipped it to you. All standard Klarna terms apply.

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 contacted 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 contact@rockettstgeorge.co.uk 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 along with Engagement, Birthday and Housewarming lists. Please visit here to set-up your Gift List.

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.