Frequently Asked Questions About Returns
What happens if I want to return an item?
Simply let us know that you want to return your item within 14 days of receipt then return the item to us within 30 days to receive a refund. Refunds are processed within 14 working days of receipt.
Please note that the customer is responsible for the cost of returning their unwanted item.
Alternatively, you can fill in our online form here. We will email you a copy to print out and send back to us with your item.
We can either arrange a Collection of your return or if preferable you can drop it off at a DPD Dropoff Shop. See the below regarding these procedures.
Can I arrange a Collection of my return?
Yes, we will arrange this for you. Just email us at [email protected] or give us a call on 01444 253391. Remember to include your returns form in the parcel, you can Download and print your form or complete and print Online.
Collections costs are £5.95 for standard delivery and £35 for furniture & fragile items. This service is available for UK Mainland customers.
Can I take my return to a drop off shop local to me?
Yes you can! Use this link to the DPD/Rockett St George Returns Portal to create your return label and locate your local DPD Dropoff Shop.Remember to include your returns form in the parcel, you can Download and print your form or complete and print Online.
This service incurs a charge of £4.50. If you want to return furniture or a fragile item you will need to contact us to arrange a collection (see question above).
Can I drop off my item at your warehouse?
Yes you can usually! Our Mid-Sussex based warehouse is open Monday to Friday 9am until 5pm (excluding Bank Holidays) where you can return your order to us. Our address is Unit 10-12 Old Kiln Works, Ditchling Common Industrial Estate, Hassocks, BN6 8SG but here’s a map to help find us.
Unfortunately, due to Covid-19 our warehouse is closed to the public, please contact us for advice.
How long will my refund take?
We aim to process all refunds within 14 working days of receipt. The funds may take time to arrive in your account depending on which bank you use.
- What happens if I have lost my returns form?
What is the returns address?
Rockett St George Returns, Unit 12 Old Kiln Works, Ditchling Common Industrial Estate, Hassocks, BN6 8SG
What happens if I want to return an item after the 14 days returns period?
We are happy to offer you a credit note for orders returned within 90 days of receipt by the customer. We do not accept returns after 90 days from receipt by the customer.
How do I arrange a return if I live outside the UK Mainland?
If you wish to return an item from outside the UK Mainland, please email [email protected] to discuss.
We will do our best to arrange the most cost effective arrangements for you. Please remember that you are responsible for the cost of delivery for your return.
Can I return an item that I bought at the Rockett St George Outlet Shop?
All items bought at our Outlet store are seconds and are sold as seen. They are therefore not returnable or refundable.
Can I return unwanted rolls of wallpaper?
Yes you can as long as the returned rolls are unopened and in their original condition.
Can I return an item I bought in the Sale?
Yes you can, our normal returns policy applies to all sale items.
Can I return an item to you that I bought at your concession or online at Liberty?
Sorry no, all purchases from our concession at Liberty whether instore or online have to be returned directly to Liberty who will process your refund. Please see Liberty’s Refund Policy for further information.
What happens if my item arrives damaged?
If your item arrives with you damaged, please accept our apologies but this does sometimes happen.
Please email [email protected] within 48 hours of receiving your damaged delivery. Remember to include your name, order number, photos of the damaged item and your refund/replacement request in your email.
We will then arrange everything for you and confirm by email within 3 days.
Please do not return damaged items as we are unable to refund any return costs.
Can I cancel my order if I change my mind?
Yes you can! Just as long as you contact us prior to the item being dispatched. The quickest way of contacting us to cancel your order is to call our Customer Service team on 01444 253391 Mon-Fri 9:30am-5pm (excluding bank holidays).
The only exception to this is our Bespoke & Made To Order Items. If you contact us quickly after making your order we will always try to accommodate your wishes. Unfortunately, if manufacturing has already commenced cancellation will not be possible.
Can I change my existing order?
Yes you can! Just as long as you contact us prior to the item being dispatched.
The only exception to this is our Bespoke & Made To Order Items. If you contact us quickly after making your order we will always try to accommodate your wishes. Unfortunately, if manufacturing has already commenced changes will not be possible.
What happens if I have a fault with my Made To Order Sofa?
Our range of Made To Order sofas will be lovingly created just for you.
If your Made To Order Sofa has a manufacturer fault, our supplier will send a technician to your home who will then independantly review the fault and instruct the supplier to rectify the fault in the form of a repair or replacement. The decision will be made by our supplier's Customer Support Team.
In the unlikely event that your Made To Order sofa develops a fault, please take clear photographs illustrating the fault and send them to our Customer Service Team at [email protected] and we will log your fault with our supplier.
For further information on our Returns & Refund Policy please view our Terms & Conditions.