FAQ's
Product Enquiries
How can I request a fabric swatch?
You can request a swatch directly from the product page of the sofa or chair you are interested in or check out the Order Samples page to see all available fabrics. Please note that the fabrics are split into collections so make sure you are looking at the right collection before you fall in love with your fabric! Please remember that all of our fabrics are batch dyed so slight shade and variation can occur.
What is a fabric Rub Test?
A Rub Test or Martindale Test as it’s also known, is a measurement of the durability of fabric. The higher the number, the more suitable the fabric is for heavy use. As a guide anything over 30,000 rubs is suitable for use in a busy family home.
Will my furniture fit?
All dimensions are listed on our product pages, on the Dimensions and Info Tab. We’d recommend checking all measurement thoroughly and using our Will It Fit Guide to make sure! Please also note that as all our Made To Order items are handmade, the dimensions can vary by up to 2cms
How do I keep my furniture look it’s best?
We have instructions on how to keep your sofa looking it’s best! You can find our hints and tips here.
The item I want is out of stock – help!
You can sign up for a Back in Stock notification online – this means we’ll drop you an email as soon as your favourite item is back in stock! Just enter your email address on the Subscribe to back in stock notification box on the product page
Where can I sit on one of your sofas?
We have a showroom in Altrincham, South Manchester, you can find our opening times and how to find us here. We’re sorry but due to size limitations, we can’t have one of each sofa out on display, so do get in touch with us before you visit to make sure that the sofa you want to see is here!
What is a Right- or Left-Hand Facing Chaise or Corner Sofa?
This refers to the side on which the chaise or corner part will be, so for a right-hand facing chaise, the chaise part will be on the right side as you look at the sofa.
Do you offer any guarantees on your furniture?
All our Made to Order sofas, armchairs and footstools come with a lifetime frame guarantee. Please note, under the Consumer Rights Acts 2015, if any manufacturing fault should occur within 6 months of receiving your product, we will look at the options of arranging a repair, a replacement or a refund. However, we’re sorry that we cannot be held responsible for items that are damaged due to the result of normal wear and tear.
Do you have all items on display in your showroom?
We can’t fit all our products in our showroom, so we display a range of our new arrivals and most popular pieces. We’d recommend calling us to check if the item you want to view is in our showroom, particularly if it’s a Made to Order piece you’d like to see. Our warehouse is behind our showroom so if you can’t see the item you’re after, we can check if it’s in the warehouse but please note we don’t hold stock of Made to Order items
Ordering and Payment
I haven’t received an order confirmation email
You should receive an order confirmation email from us immediately after placing your order. Our emails sometimes find their way into your junk folder so it’s worth checking there first. If you didn’t receive one, or can’t find it, let us know and we can resend it, just contact us here.
Can I change order details such as shipping address, or contact phone number once my order has been placed?
Call or email us in order to let us know if you need to make any changes to your order once it’s been placed.
How can I use a promo code?
If you have a valid promo code, just enter it in the Discount Code field on the checkout page and it will be applied to your order.
Discount codes are not valid on marked down items or gift vouchers. You can only use one discount code at a time. You can’t use discount codes if you are hoping to take advantage of our Divido interest free credit offer. However you can use a discount code if you are planning to use Klarna as your payment method.
Discount codes cannot be used on our Houseof Lighting collection or Mustard Made.
Price matching
Unfortunately, we do not offer a price match service - we believe our prices are in line with the current market and we hope you agree!
What payment methods do you accept?
We accept all major cards including American Express and offer a PayPal option for a speedy checkout!
When will you debit my order?
All orders are debited in full at the time of the order.
How can I cancel my order?
Get in touch with us and we can help get this sorted! You can cancel your order at any time, before you’ve received your order or within 14 days of receiving your order.
If your order is a made to order item, you have 14 days to cancel your order from the day you place your order, as your order is made specifically for you.
I have a gift voucher I’d like to use but the value of my order is less than the total of my gift voucher
Just contact us here and we can create a new code for the remaining credit. You can only use one gift voucher or discount code at a time.
Where is my order?
If you have an account with us, you can log in to your account to check the status of your order. You should also have received emails from us updating you on the status of your order. However, if you do have any queries, you can contact us here and we’ll get back to you with an update.
Delivery
Which countries do you ship to?
Currently all our products are available for delivery within mainland UK, however we can make furniture items available for collection from our warehouse or can deliver to agreed port. Just contact us here for more details. Each product has its own delivery options – just check the Delivery tab on the product page to check where the item can be delivered
How long will my delivery take?
This depends on the item and the method selected at checkout. Each item has its own delivery time frame so check your order confirmation or log into your account for a reminder of the delivery time
I’ve only received part of my order
If you have ordered several items, it’s possible they have been dispatched separately – check your dispatch email to see which items have been dispatched or log into your account online for more details. You will only be charged one delivery charge, even if your order is dispatched separately.
I still haven’t received my order even though I’ve been notified it’s been dispatched.
We send a dispatch email as soon as your order leaves us. If it’s been sent with Parcelforce or Royal Mail, you’ll also have been given a tracking number so if you haven’t received your parcel as expected, it’s worth tracking the order as Parcelforce may have a message or an update for you. If your item is being delivered with our two man courier team, they will be in touch with you directly to arrange delivery so if you haven’t heard from them within 5 working days of receiving your dispatch email, you can call them directly or let us know and we can investigate this for you.
What if I’m not in when you deliver?
All our two-man deliveries for larger furniture will be booked in with you beforehand but if you aren’t in when Parcelforce or Royal Mail deliver, look out for a calling card or check your tracking for further advice
My delivery has arrived damaged – help!
We do our best to ensure that your order reaches you in perfect condition but in the rare occasion that this isn’t the case, please contact us here with an image of the damage product and we will get back to you with the best solution.
For more info on returns, see our Delivery and Returns policy here.
Returns and Refunds
What’s your refund policy?
Check our Delivery, Returns & Refunds page for all you need to know!
I’d like to return my order
If you’ve changed your mind and would like to return your order, just contact us here for more help! You have 14 days after you’ve received your delivery to let us know that you’ve changed your mind then a further 14 days to return the item to us.
For more info on returns, see our Delivery and Returns policy here.
When will my refund be processed?
We process returns as soon as they reach us however during busy periods returns can take up to 14 days. You’ll receive an email from us with your refund confirmation as soon as it has been processed.
How will my refund be processed?
Refunds are processed back to the original payment method used at checkout and you’ll receive an email confirmation from us as soon as the refund has been processed.
Get in Touch
If you have a question that isn’t covered here or would like some more info, call us on 0161 926 8763.
You can place an order on our website 24 hours a day but if you want to talk to us, our phone line opening times are below. If the line is busy or you are calling outside these times, please do leave us a message and we’ll get back to you as soon as possible!
Mon-Friday: 09:00 – 17:00
You can email us on enquiries@roseandgrey.co.uk too or visit our showroom here – we’d love to have you!
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You can click to unsubscribe at any time, you will find the link to unsubscribe in the footer of the newsletter
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