ALERTS

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Roost Delivery and Returns

Last Updated on May 14, 2016

Delivery

Here at ROOST we have tried to make all our deliveries and any returns you may have as straight forward as possible but if you have any queries, please do not hesitate to contact us at roost-uk@outlook.com or give us a call on 07771 356516 or 07855 387055.

For deliveries within mainland UK we use both Royal Mail and a delivery company.

If you purchase goods from us for greater than £30 then you will receive free shipping. Goods bought for under £30 will be subject to shipping charges, this will depend in the weight of the products being shipped. Products whose weight is between 0.0lbs – 5lbs will be subject to at £3.50 shipping charge, products whose weight is between 5lbs – 20lbs will be subject to a heavy goods shipping charge of £18.

We send all our small orders via Royal Mail, which will take between 3-5 days. Larger orders will be sent via our delivery company, which will take between 3-5 days. If your order is urgent the delivery company may be able to offer a quicker service (for example next day delivery). If you would like to consider this option please get in touch via our email roost-uk@outlook.com or give us a call on 07771 356516 or 07855 387055 and we will try and accommodate this request – please note there will be an additional shipping charge for this service.

We are currently working on being able to deliver further than the mainland UK, but currently this is not an option – sorry for any inconvenience this may cause.

At Christmas or when there is severe weather conditions deliveries may take slightly longer than stated. We understand this is frustrating but we will do our best to make sure things are not too delayed.

Please do not hesitate to contact us via our email roost-uk@outlook.com or give us a call on 07771 356516 or 07855 387055 or with any further questions regarding our delivery policy.


Processing Orders

All orders are processed Monday to Friday 9 – 5pm. If your order is placed after 12pm on a Friday, over the weekend or on a bank holiday, your item(s) will be shipped on the following Monday, or Tuesday in the case of Bank holidays.


Returns

We really hope you love your order but if for some reason you need to return the order we have set out our returns policy below.

If you want to return an order please contact us within 28 days of receiving the order, this must be done via email or letter (email address : roost-uk@outlook.com / post address : ROOST, West Harting, West Sussex, GU31 5NX).

Once we have received confirmation that you wish to return items please return the products within 10 working days to ROOST, West Harting, West Sussex, GU31 5NX. The items must be in the same condition in which you received them; goods must be unused, with all the tags still attached and in the same packaging in which you received them.

We will refund any returned items in full, excluding the cost of delivery to the customer, as long as they are returned as above and are not sale items (i.e. those items with a reduced price) or items which were subject to a free shipping offer. Sale items can only be returned for a credit note, a monetary refund is not available.

The cost of returning an item to us is your responsibility and we recommend you use registered delivery and keep a receipt as we cannot accept responsibility for orders lost or damaged in transit by a third party and so you will be liable for any damage or loss.

Damaged Deliveries – we do our very best to to ensure that our products are wrapped sufficiently to survive its journey to you but we do have to rely on third party companies to deliver your goods to you and breakages unfortunately can happen from time to time.

If you receive a damaged item from us, please accept our apologies for any inconvenience this may cause you. Please contact us immediately to inform us quoting your order number and ideally with a photo of the damage. We will organize a collection and ship a replacement out to you immediately subject to stock availability.

Please do not hesitate to contact us via our email roost-uk@outlook.com or give us a call on 07771 356516 or 07855 387055 or with any further questions regarding our returns policy.

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