delivery, returns & refunds

Delivery of Small Items

This section applies to the delivery of small items bought via our online shop, it does no apply to furniture or other bulky or heavy items (please see below for information on delivery of such items).

Depending on the weight and size of your parcel, we use either Royal Mail or a courier service for delivery. We aim to dispatch all online orders within 24 hours and the delivery should be made within five working days, once the parcel is with the Post Office or the courier service. Under normal circumstances it should take less time than that. We will send you an email when your order has been dispatched. Please contact us, if you have not received your order within 10 days after the shipping notification.

To ensure that the goods reach you safely, we send all orders via recorded mail, which means a signature for delivery is required.

If any item in your order is out of stock, we will get in touch with you and advise you of the earliest possible delivery date. If you are not happy with the new delivery date, you have the option of cancelling the item from your order and we will refund your card.

Shipping within the UK:

 up to 1kg              £3.50

 1 to 2kg                £5.00

 2 to 5kg                £7.50

 5 to 10kg              £10.00

Express delivery: if you need to receive an order urgently, please contact our shop on 020 7275 0887 (Tue - Sat 11am - 6:30 pm, Sun 12pm - 5pm) or email us at Lei@rouge-shop.co.uk and we will do our best to accommodate your requirements. 

Shipping to European Countries:

up to 0.25kg            £3.95

0.26 to 0.75kg         £6.85

0.76 to 1.25kg         £9.61

1.26 to 1.75kg         £12.31

Shipping outside UK and Europe:

Please call us on +44 (0) 207 275 0887 (Tue - Sat 11am - 6:30 pm, Sun 12pm - 5pm) or email us at lei@rouge-shop.co.uk.

Delivery of Furniture and other bulky or heavy items:

This section applies only to the delivery of furniture, or other heavy or bulky items bought via our online shop.

We will always aim to process your order and place it with our courier service within 24 hours of receiving it. Once we have handed your order over to the courier, we will notify you by email that you should receive receive an email or text from the courier within 48 hours, offering you a four-hour time slot for delivery. On the delivery day, the two-man delivery team will call you 30 minutes before their estimated arrival, on the contact phone number you provided when placing your order with us. The furniture piece(s) will be taken to a room of your choice. In order to minimise the cost of delivery, our courier service aims to group items for delivery within the UK and therefore it may take up to 10 working days to deliver to you. However, this is a maximum period and in practice it will often be sooner.

The cost of delivery is calculated based on the weight and volume of the item(s) of furniture you order. If you order more than one item of furniture the cost is calculated on the total weight of the items you bought. The charges are:

 up to 60kg                      £50.00

 60kg to 150kg                £75.00

For UK postcodes that start with the following letters the courier charges an additional £24.00 per consignment:

AB      BH     CT      DD      DG     DT      EX      IV       KW     LD      LL      NR     PA      PH     PL      SA      TQ     TR

If you wish to specify a morning or afternoon for delivery (AM/PM delivery), or a particular day, or wish a Saturday delivery, please select that option at the checkout. The cost for these extra services is:

AM/PM Delivery              add £18.00.00 per consignment

Day Specific Delivery      add £30.00 per consignment

Saturday Delivery            add £36.00 per consignment

To ensure that the goods reach you safely, a signature will be needed on delivery at the address you chose.

Important: We strongly recommend that you check the piece(s) on arrival, as we cannot accept claims of damaged goods, once you have accepted a delivery.

Delivery Access

Our courier service will make reasonable efforts to deliver the furniture to the room you specify. However, please note that it is your responsibility to ensure that access is possible at your chosen delivery location. Please carefully consider any staircases, tight turns or tight spaces, doorways, skirting boards, plug sockets, etc. to ensure your item(s) fit(s) through.

Delivery Enquiries

If you have any questions regarding delivery, please call us on +44 (0) 207 275 0887 (Tue - Sat 11am - 6:30 pm, Sun 12pm - 5pm) or email lei@rouge-shop.co.uk. We are happy to help you in any way we can.

Return of Small Items

We are happy to exchange or refund small items within 14 days of your purchase, as long as the returned item is unused, in the same condition as you received it and in its original packaging. 

Please mark your parcel or envelop ‘RETURN’ on the label, include the receipt (or copy receipt) or other proof of purchase with your item, together with a brief reason for the return/exchange, and post your return to:

ROUGE
158 Stoke Newington High Street
London, N16 7JL

Please note that shipping costs are non-refundable and that you will have to pay for the shipping cost of returning any item that you wish to exchange or want a refund on, except for faulty and/or damaged items or incomplete orders.

Please note that the following items are non-returnable:

-items that are not in their original condition or their packaging is not in its original condition, are damaged or incomplete, where the damage or loss did not occur during the manufacturing, packing or delivery process
-products intended for intimate use, such as earrings
-gift vouchers

Faulty, Damaged or Incomplete Items

We take care to check all items when we fulfil your order. However, if you still receive a faulty, damaged or incomplete item, please notify us as soon as possible to arrange an exchange or refund.

Return of Furniture

We are happy to exchange or refund furniture within 14 days of delivery, as long as the returned item is in the same condition as you received it. For furniture or large items, please notify us as soon as possible, so we can arrange for pick-up by our courier.

Shipping costs are non-refundable and you are responsible for paying the shipping costs of returning any item of furniture that you wish to exchange or want a refund on, except for faulty and/or damaged items or incomplete orders. If an item is faulty or damaged or an order incomplete, this needs to be stated when you sign for your delivery. If you decide to return an item of furniture at the time of delivery the cost would be 50% of the original shipping cost of that item. If the courier has to arrange to pick up your return item, the cost will be 150% of the original shipping cost of that item.

Refunds


Once we have received and checked your returned item, we will send you an email to notify you that we have received it and whether you are due a refund. If so, we will credit your debit or credit card, or PayPal account, within the next two working days.

Refunds to debit or credit cards usually take one or two days to appear on your account. Refunds to PayPal may take up to 30 days and are subject to PayPal’s own refund regulations.

If you do not receive a refund within the expected time frame, please initially contact either your bank for debit card payment, or your credit card company for credit card payments.

If you have contacted your bank and credit card company and you still have not received your refund, please call us on +44 (0) 207 275 0887 (Tue - Sat 11am - 6:30 pm, Sun 12pm - 5pm) or email lei@rouge-shop.co.uk and we will check the status of the refund for you.

Sale Items

Sale items are non-refundable and cannot be exchanged.

If you have any questions concerning delivery, returns or refunds, please call us on +44 (0) 207 275 0887 (Tue - Sat 11am - 6:30 pm, Sun 12pm - 5pm) or email lei@rouge-shop.co.uk. We will do our best to assist you.