Shipping & Returns

If you would like to make a return click here

UK Shipping

Unfortunately, we are unable to ship to Northern Ireland.

For orders under £99, minimum delivery is charged at £4.99 on all orders to Mainland UK with the below postcode locations having a surcharge which is calculated at checkout;

Postcode - DG, EH, G, KS, ML,TD 
Postcodes - AB, DD, IV, KW, PS, PH, FK, KY 
Postcodes - IV40+, KW16+, PA20+, PH41-44 

Surcharges are also added to delivery fees based on the total weight of the order.


DPD
Items dispatched via DPD are delivered next working day within UK Mainland. Please note that this can occasionally fall into a 2nd day as this is not a guaranteed service, and can be dependent on operational constraints.





Royal Mail
Wallpaper, Paint and fabric samples are dispatched via Royal Mail on a 2nd class service.

If you place multiple items in your order you are likely to receive more than one delivery. Lead times are detailed in the product descriptions. Upon dispatch of your items you will receive a notification from the courier via email or text.




Over bank holidays and our busy periods our standard delivery services may be affected, specific delivery details will be confirmed at the time of order.



 

Made to order or tailored items

All orders which are made to order or have had two or more variables specified (such as colour and size) will usually be delivered within 10-14 weeks. Please ensure the sizes provided and chosen colours are correct, as orders cannot be refunded beyond three days of your order being placed. This is due to out made to order items not being pre manufactured and having to be ordered to your specification from our suppliers. Customer due diligence also includes measuring all access routes and doorways.

Your statutory rights are unaffected.

 

Delivery Acceptance Responsibilities

Customers are expected to be prepared to accept delivery of their goods at any time within the quoted lead time. We are unable to expedite or delay suppliers at the point of ordering. Failure to do so may result in additional storage charges. It is the customer's responsibility to communicate any restrictions on delivery times at the point of purchase.

Scottish Highlands

Scottish Highlands and Scottish Islands - £19 additional surcharge

Scottish Highlands postcodes affected: PH49, PH50, PH4, PH5, PH6, PH7, PH8, PH9, PH10, PH11, PH12, PH13, PH15, PH15, PH16, PH17, PH18, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH27, PH28, PH29, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, KW1, KW2, KW3, KW4, KW5, KW6, KW7, KW8, KW9, KW10, KW11, KW12, KW13, KW14, IV63, IV52, IV53, IV54, IV30, IV31, IV32, IV33, IV34, IV35, IV36, IV1, IV2, IV3, IV4, IV5, IV6, IV7, IV8, IV9, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, AB40, AB41, AB42, AB43, AB44, AB45, AB46, AB47, AB48, AB49, AB50, AB51, AB52, AB53, AB54, AB55, AB56, AB31, AB32, AB33, AB34, AB35, AB36, AB37, AB38

Scottish Islands postcodes affected: IV41 , IV42 , IV43 , IV44 , IV45 , IV46 , IV47 , IV48 , IV49 , IV50 , IV51 , IV55 , IV56 , KA27 , KA28 , KW15 , KW16 , KW17 , PA20 , PA41 , PA42 , PA43 , PA44 , PA45 , PA46 , PA47 , PA48 , PA49 , PA60 , PA61 , PA62 , PA63 , PA64 , PA65 , PA66 , PA67 , PA68 , PA69 , PA70 , PA71 , PA72 , PA73 , PA74 , PA75 , PA76 , PA77 , PA78 , PH42 , PH43 , PH44 , ZE1 , ZE2 , ZE3 , ZE4

Unfortunately we do not currently ship made to order furniture to the Scottish Islands, Northern Ireland, Republic of Ireland or the Isle of Man.

Large item delivery

Some large items may be delivered via pallet due to their size, weight or fragility. If an item is delivered via pallet the delivery company may leave the pallet with you to dispose of accordingly. Please ensure dimensions are checked and will fit the space they are meant for. Large item deliveries are shipped with our 3rd party logistics couriers. 

Faults or Damages

Upon receiving your items, your order must be checked to ensure there has been no damage in transit.  All faults or damages must be reported within 24hrs of receiving the product. You must send an image of the reported issues and we will endeavour to resolve the issue for you. This may require additional investigation with our suppliers and couriers, so we appreciate your patience.

Our deliveries are provided by trusted local delivery companies. Most deliveries are made Monday to Saturday between 8am-9pm. Delivery outside of the mainland UK is subject to the availability of our courier service in the area and can not be guaranteed.

Returns

If you wish to return any part of your order you may do so by visiting this page.

Returns/refunds can be made within 14 days of receiving your item, or 3 days of placing the order for larger furniture items where two or more variables have been specified (e.g. size and colour), and as long as the item is as new and in the original packaging. 



UK Returns Policy
  • Orders can be returned within 14 days for a refund. Exceptions to this include some larger furniture items, such as headboards, beds and sofas, where more than one specification has been provided (such as colour and size). These are made to order, and will need to be cancelled within 3 days of order placement in order to receive an item, as beyond this point we will have paid suppliers to commence production.

  • You are responsible for returning the goods to us in as new condition.

  • Returns are to be in original packaging or courier approved packaging.

  • Please include your order number either on, or within the parcel so it can be identified by our team.

  • Any returns received without protective packaging will not be able to be refunded.

  • Anonymous returns will be held in quarantine for a period of 14 days then disposed of. Beyond this point, a refund will not be possible.

  • The customer is responsible for the cost of the return of any items that are unwanted. If the goods are found to be faulty upon receiving into our warehouse, your return cost will be refunded in full.

  • Made to order items cannot be returned. Any amendments or cancellations of made to order products need to be notified with 3 days of the original order to the Rowen Customer Care team.

  • All items, marked as "clearance", are sold as is. And are none returnable.

  • Flat pack furniture items that have been assembled can be returned, if they are in new and unused condition. This includes all pieces including hardware and assembly manuals. 

  • It is your responsibility to ensure items returned via independent courier (man and van services) arrive during our office hours of 9am - 4pm Monday - Friday.


    When returning an item it is the customer's responsibility to ensure that the returning item is suitably packaged and protected to avoid damage in transit. We are unable to issue refunds for items which have been damaged in the returns process and the item may be returned if not received back to us "as new" 

    Our returns address is Returns @ Rowen Homes, Unit 6 Franklin Industrial Est, Blaydon, NE21 5TL.








    Missed/Refused Deliveries

    Please ensure that you enter your phone number, preferably a mobile, at checkout to help our delivery providers to notify you of deliveries. If you miss or refuse* a delivery you may be charged a re-delivery/return fee up to £150 depending on the value/size of the order. This will be determined by the courier who is making the delivery.

    *If a delivery is refused by you the customer or it doesn't fit in to your property due to the size you will be liable for the return charge which will be determined by the courier.