Frequently Asked Questions

FAQ's - FAQs

  1. Returns

    Returns

    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).

    Terms and conditions apply, please visit here for full details.

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  2. General Enquiries

    What are your customer service opening hours?
    Monday to Friday (excluding Bank Holidays), from 9am until 5pm.

    How do I contact your customer services team?
    By email: contact@rockettstgeorge.co.uk
    By phone: 01444 253391
    Or, by Live Chat via the homepage (click the 'Chat Now' or 'Message Us' button).

    Do you have shops or a showroom that I can visit?
    We have a concession in Liberty London on Regent Street where we have a curated collection of products. Our warehouse is based just North of Brighton on the Ditchling Common Industrial Estate which is available to visit by appointment only. Our Outlet Shop with samples, seconds & returns is open on specific dates. View dates and make an appointment here.

    What are your shop and showroom opening hours?
    Our warehouse is open for appointments from Monday to Friday between 10:00am and 12:00pm or 3:00pm until 4:30pm, by appointment only. Please call the team in advance on 01444 253391 if you wish to visit our warehouse. Our Outlet Shop with samples, seconds & returns is open on specific dates. View dates and make an appointment here.

    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 contact@rockettstgeorge.co.uk or use the contact form HERE.

    How do I contact your press office?
    Please email press@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 / Outlet Shop?
    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. Our Outlet Shop with samples, seconds & returns is open on specific dates. View dates and make an appointment 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.

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  3. 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 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 within 3 working days and Next day is the next working day if ordered before 3pm 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.

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  4. 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) 9am – 5pm 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, 9am – 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, 9am – 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 teh 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 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 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. Please visit here to set-up your Wedding or 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.

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  5. 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 contact@rockettstgeorge.co.uk 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.

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  6. Promotional Codes

    Where do I enter my promotional code?

    Once you have added all our lovely items that you wish to purchase to your basket you will enter the first stage of our checkout - Your Shopping Bag. Here you can review your basket, edit quantities and add your code in the GIFT CARD/PROMOTIONAL CODE field and click Apply. A message will then appear under the title Your Shopping Bag and above your products confirming your code will be applied at the Checkout or informing you that your order has not qualified for the terms of the code and therefore is Invalid.

    Why's my promotional code not working?

    Free Delivery

    Occassionally we like to offer our customers Free UK Standard Delivery. If you have a free delivery code but it is saying Invalid this could be due to a few reasons:

    • Is your delivery address a Mainland UK address?
      • Free delivery codes are only valid on Mainland UK addresses.
    • Have you got an item in your basket that requires our Large/Fragile specialist courier delivery service?
      • Due to the nature of these products they require our hand-delivered courier at £35 per order.
    • Are you logged in to your account?
      • To redeem promotional codes we require you to be a registered customer and logged in to your account.
    • Do you have a Sale or Last Chance item in your basket?
      • Unfortunately promotional codes are not valid for Sale and Last Chance items.

    If you are still getting an Invalid Code message and believe your order qualifies for the promotional code, please contact our customer service team on 01444 253391 or send a screenshot of your basket to contact@rockettstgeorge.co.uk (Mon-Fri 9am-5pm).

    Trade & Press Discount

    To receive a Trade or Press discount you must be registered with us. To apply for a Trade account please click here, to apply for a Press account please click here. If you are a registered Trade or Press customer and your code is Invalid there may be a few reasons why:

    • Are you logged in to your account?
      • Your Trade and Press discount will only be applied when you are logged in to your registered account.
    • Do you have a Discount Restricted product in your basket?
      • Unfortunately there are some products that are exempt from being discounted. Please check the Additonal Info tab on the Product Page to see if there is a disclaimer informing you of this.
    • Do you have a Sale or Last Chance item in your basket?
      • Unfortunately promotional codes are not valid for Sale and Last Chance items.

    If you are still getting an Invalid Code message and believe your order qualifies for the promotional code, please contact our customer service team on 01444 253391 or send a screenshot of your basket to contact@rockettstgeorge.co.uk (Mon-Fri 9am-5pm).

    Promotional Codes

    Our promotional codes do come with terms and conditions that will either be highlighted on the site or email where you received the code. Please also see our standard terms and conditions here. Promotional codes are only valid when all terms and conditions are met.

    What do I do if I am still having issues?

    Our customer service team are happy to help if you believe your promotional code should apply to your order but is showing as invalid on the site.

    We need to know what is in your basket, there are a couple of ways you can share this with us:

    • Email us a screenshot of your basket to contact@rockettstgeorge.co.uk.
    • Contact us via Chat in the bottom right of your screen.
    • Telephone us on 01444 253391

    We're open Monday to Friday 9am untl 5pm and will aim to resolve your issue as soon as we can.

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  7. Klarna Pay Later

    Who is Klarna and what is Klarna Pay Later?

    Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

    Klarna Pay Later is a payment option used by Rockett St George whereby you can choose to either Pay Later in 30 Days or Pay Later in 3 Interest-Free Installments.

    What is Klarna Pay Later in 30 Days?

    Klarna Pay Later in 30 Days is available on all orders for any amount. Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk.

    Read all the FAQs relating to Klarna Pay Later in 30 Days here.

    What is Klarna Pay Later in 3 Interest-Free Instalments?

    Klarna Pay Later in 3 Interest-Free Instalments is only available on orders between £50 - £1000. Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by
    Rockett St George and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

    Read all the FAQs relating to Klarna Pay Later in 3 Interest-Free Instalments here.

    I'm outside the UK, can I pay with Klarna?

    No, Klarna is only available to UK residents.

    I'm a trade customer, can I use Klarna?

    Klarna is not available for business and commercial users.

    I see 'Option Not Available' when I choose a Klarna payment, what does this mean?

    There could be a number of reasons why Klarna Pay Later is not available including your credit rating. You can contact Klarna Customer Services for help.

    Pay Later In 3-Interest Free Instalments is only available for orders between £50-£1000.

    If you are logged in to your Rockett St George account, please make sure the email address you're using is the same as you registered with Klarna. This is the same for guest accounts, the email you use with Rockett St George must match your registered Klarna account.

    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 teh pre-order product will begin once we've received it into stock and shipped it to you. All standard Klarna terms apply.

     

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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 9:30am until 5pm.

Email: contact@rockettstgeorge.co.uk
Telephone: 01444 253391