FAQ's

How do I place an order?

You can place an order online or by telephone.
Our customer service line is open 10–5pm Monday to Friday 01276 451 077

 

When can I contact your customer service team?

You can contact our friendly customer service team on 01276 451 077 10–5pm Monday to Friday or via email to enquiries@rowenandwren.co.uk.

 

Can I cancel my order?

You can cancel your order anytime prior to dispatch, simply contact our customer service team on 01276 451 077.

 

What are your delivery charges and timescales?

Please see our Delivery Information which will tell you everything you need to know.

 

Who delivers your parcels?

Our standard delivery orders are delivered by MyHermes and our express delivery orders are delivered by Parcelforce. For large or heavy items we use a two-man courier service to ensure your products arrive safely.

 

What happens if I’m not in when my parcel is delivered?

All our large pieces of furniture and couriered items will be booked in with you before delivery is attempted. Smaller items will either be sent with Pareclforce or MyHermes. By entering a mobile number or email address when placing your order you will be provided with tracking information from either company.

 

How do I return a product?

Please see our Returns Information which will tell you everything you need to know.

 

How long do I have to return an item?

We ask that you notify us within 7 days of receiving the goods and that you return them to us within 14 days with the returns form provided. 

 

Are returns free?

We are not able to offer free returns. We require you to be responsible for the cost of returning an item to us where you have changed your mind. If you believe your item is faulty on arrival please contact our friendly customer service team on 01276 451 077 10-5pm Monday to Friday or via email to enquiries@rowenandwren.co.uk.

 

What happens if my goods arrive damaged?

In the unfortunate event of goods arriving damaged and/or faulty, please contact us immediately on 01276 451 077 or enquiries@rowenandwren.co.uk

 

I returned my order, how long will a refund take?

Please allow 7 working days for your parcel and paperwork to reach us and 3-5 working days for your account to be credited having received it. 

 

Do you offer a gift wrapping service? 

Unfortunately we do not offer a gift wrapping service at this time. 

 

How do I use my promotional code? 

If you have a promotional code you simply need to enter this at the checkout and your discount will be automatically calculated. Please note that only one promotional offer can be used at any one time.

 

Do your prices include VAT?

All our prices are quoted in GBP (Great British Pounds) and are inclusive of VAT (Value Added Tax). 

 

What is your VAT number?

Our VAT Number is 172062138.

 

When will you debit my order?

All orders are debited in full at the time the order is placed.

 

Do you ship internationally?

Yes, we do offer delivery to a wide range of international destinations. The price of delivery varies from £15.90 to £29.90 for small to medium items across Europe and £39.90 to the US and Australia per delivery address. Please be aware delivery times may vary. For larger items please contact us prior to ordering so that we can provide you with a quote for delivery.

 

How do I add my details to your Mailing List? 

You can subscribe to our email newsletters on the homepage of our website. We will only send one to two emails a month to introduce new products and features.

 

How do I unsubscribe from your Mailing List? 

Each newsletter has an unsubscribe link at the bottom, this is the quickest and easiest way to unsubscribe, but if you have any problems in doing so please contact us at enquiries@rowenandwren.co.uk

 

Do you produce a Catalogue? 

Although we don’t currently produce a postal catalogue, we hope to in the near future. If you would like to receive these when we do please email your address to enquiries@rowenandwren.co.uk and we’ll be sure to add you to our mailing list. In the meantime all our online lookbooks can be viewed within the ‘Lookbook’ section of our website.

 

Can I choose an alternative delivery address to my billing address? 

Yes, you will be given the choice to send your goods to either your billing address or an alternative address, work or home. 

 

Why are some products out of stock?

We endeavor to have as many products as possible in stock at all times, however periodically we may sell out of some products quickly. On the Out of Stock product pages you can register to be notified by email when a product is back in stock.

 

Can I pre-order a product?

We do not take pre-orders or reserve stock that is not available for dispatch. You can however register to be notified by email when a product comes back into stock so as to not miss out when it is available.

 

Do you have a shop or a showroom that I can visit? 

Although we don’t have a showroom currently, we do welcome customers to our office via appointment if there are particular pieces you would like to peruse in the flesh. Please contact us on enquiries@rowenandwren.co.uk to arrange a convenient time to visit.

 

Can I use your images on my blog or website? 

You may use any of our images on your blog or website only when promoting Rowen & Wren products. Please always credit Rowen & Wren when using our photographs, thank you.