Quick & Easy Returns & Refunds

We hope that you are delighted with your order but we understand that there may be an occasion where you will need to return something to us. 

We have tried to answer all your questions below, but if there is something else please email us at contact@rockettstgeorge.co.uk or call us on 01444 253391, our customer service team are available Monday to Friday 9:30am-5:00pm (excluding Bank Holidays).

What happens if I want to return an item?

Simply return the item to us in one piece with a returns form included within 14 days to receive a refund (less the collection costs if applicable). Refunds are processed within 3 working days of receiving the item back at our Mid Sussex warehouse.

Please note that the customer is responsible for the cost of returning their unwanted item.

Download & complete our returns form

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.

How do I arrange a Collection of my return?

We will arrange this for you. Just email us at contact@rockettstgeorge.co.uk or give us a call on 01444 253391 and we will arrange everything. Remember to include your Returns Form in the parcel.

Collections costs are £5.95 for standard delivery and £35 for furniture & fragile items. This service is only 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.

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! 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.

How long will my refund take?

We aim to process all refunds within 3 working days of receipt. The funds may take time to arrive in your account depending on which bank you use.

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 contact@rockettstgeorge.co.uk 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.

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 contact@rockettstgeorge.co.uk 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.

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. You will find the information regarding whether an item is bespoke or made to order on the product page in the Key Tab. Alternatively if you are unsure, just ask.

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. You will find the information regarding whether an item is bespoke or made to order on the product page in the Key Tab. Alternatively if you are unsure, just ask.

 

Returns - FAQs

  1. Terms & Conditions
    • Please note: we do not offer a free returns service. To return an item, please arrange a return with your local post office or contact our customer service team to schedule a collection at a date of your convenience. The charge for our collection service is £5.95 and will be deducted from your refund. The collection service offered by Rockett St George is subject to the terms and conditions of the contracted courier company we use and is subject to change. Whilst we endeavour to ensure that the collection is at a time and date of your convenience, this cannot always be guaranteed.

    • All Items must be checked upon receipt of delivery. If there are any breakages, defects or discrepancies you must notify us within 24 hours. We are unable to replace or refund any items if we are not notified within this time.

    • Items must be returned in their original, unused condition. Items not returned in their original packaging will not be refunded.

    • You are responsible for packaging the return appropriately. Any items which arrive back broken due to insufficient packaging will not be refunded.

    • The direct cost of returning the goods is your responsibility unless otherwise agreed in writing. We are unable to refund you for your postage costs.

    • When posting your item back, you must obtain proof of postage for your return. We are not responsible for items lost or damaged in transit.

    • RSG Collection Service - If your item is too big or heavy to return to the post office please email the office contact@rockettstgeorge.co.uk stating the item and your availability for a collection. Collection slots are Monday to Friday only. Our collection fee is £5.95 and will be deducted from your refund/credit note.

    • Please note the collection service is only available for UK mainland customers.

    • For items listed in our Large/ Fragile item delivery service our collection fee is £35 and can take up to 7-14 working days to arrange, depending on your location within the UK mainland.

    • Refunds will be processed when the request to return is made within 14 days from the receipt of delivery.

    • A credit note will be issued 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.

    • Personalised, bespoke, made to order items, earrings, gift vouchers and e-vouchers and items from the Food Hall are non-returnable and non-refundable.

    • We do not accept exchanges. 

    • You may return any unopened rolls of wallpaper. Any opened rolls of wallpaper are not eligible for return and will not be refunded.
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  2. Returning Faulty Or Damaged Items
    • Please email our customer service 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 a refund for you.

    • Please DO NOT return damaged or faulty goods without contacting us first. We are unable to refund any postage costs incurred if you return damaged items without contacting us.

    • Please note you if we have partialy refunded you for a damaged item this voids your returns policy.

    • This policy applies only to items purchased online via our website.

    • If your item occurs a fault after this time our policy is to replace the item. If we no longer stock the item we will provide you with a credit note for the full value of the item. 

    • If you have purchased an item in-person during a warehouse or seconds sale then please refer to our Warehouse and Seconds Sale Returns Policy, further down on this page.
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  3. Other Important Returns Information
    • You will need to cover any import duties that may arise when returning items from another country.

    • We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.

    • All orders (including overseas orders) will be refunded in Sterling, within 48 hours of receipt of your return. Refunds may take up to 5 days to clear in your account.  Rockett St George cannot be held responsible for any fluctuations in exchange rates and consequent loss of currency as a result.  We would ask our customers to consider this before placing any overseas orders.
    • Please note that we are an online interiors company for home-wares, and our products are only intended for use in a domestic environment. 
      None of our products are certified for use in a commercial environment, and we can not guarantee their longevity if used for commercial purpose.
      If used in a commercial environment this will void our returns policy as they have not been put through the vigorous testing that contract furniture has been subjected to! Because of this we cannot guarantee their longevity and therefore cannot take responsibility as you have choose to use them in a commercial environment.

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  4. Returns Policy For Outlet, Seconds & Display Items
    • Please be aware that our Standard Returns Policy does not apply to any items sold from our Outlet Shop or during a seconds/sample/warehouse sale event or from a display at one of our stores where goods are seen and/or purchased in-person. We do not accept returns on any purchases made during these events and no refunds or exchanges/replacements/repairs or credit notes will be issued. Items purchased during a seconds/sample/warehouse sale or from a display in store, carry defects and are purchased with the knowledge of those defects.

    • If you purchase a sale item via the website and wish to make a return you can do so within 14 days of delivery. Please follow the 3-step process at the top of this page. You will have 7 days to notify us of your return from the date of delivery, and the return should reach us within 14 days of your delivery.

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