Terms & Conditions

Before we begin, there are just a few housekeeping points to be aware of as you consider the details of any, or all of, the sections shared below.

Our company name is: R & W Online Limited

Our company number is: 09966471

Our registered office is: Hamilton Court, Carthouse Lane, Horsell, Woking, England, GU21 4XS

Our website – www.rowenandwren.co.uk – is run by R & W Online Limited

Wherever we refer to “Rowen & Wren” or use the following pronouns – we, our or us – we mean R & W Online Limited (unless we say otherwise).

And wherever you read, our site, we mean www.rowenandwren.co.uk.

Our Retail Terms & Conditions

A Summary

When purchasing a piece from the Rowen & Wren collection, there are points to be aware of so that your experience with us is fully-informed.

The following terms cover every detail from how we will provide our products to you and what to do if there is a problem, to the details of our returns policy and other important information of note.

We ask that you read through to be sure that you’re comfortable and confident with the terms to which you’re agreeing before buying with us. And if you have a moment’s hesitation and are in need of something clarifying, we are always a phone call or email away.

You can contact us by telephoning our customer care team at 01276 451 077 or by writing to us at care@rowenandwren.co.uk or to our registered office.

If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us when you placed your order.

Note – each time we use the words “writing” or “written” in these terms, this includes emails.

Placing an Order

You can choose to place an order with us using our website or over the telephone with the help of our customer care team. We ask for the full amount, including delivery charges, to be paid at the point of checking out. You can also use our E-Gift cards by using the unique voucher code in the promotional code part of the checkout. 

Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between yourself and Rowen & Wren.

If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product, or because we are unable to meet a delivery deadline you have specified.

We will assign an order number to your order and inform you of it as the point of acceptance.

It will help us if you can tell us the order number whenever you contact us about your order.

For international orders, you can contact care@rowenandwren.co.uk and we can compose a quote for shipping for you to consider.

All payments are processed in Pounds Sterling.

We also offer a limited bespoke service on our upholstered products using fabrics outside of our collection. If this is something that might interest you, email our customer care team with details of the sofa, armchair or footstool you have seen on our site and the details of your preferred fabric (along with an image if possible). From here, we will speak to our British upholsterers to see if it will be possible to upholster the piece of furniture in your preferred fabric and then provide you with a quote.

Please note that on occasions, we won’t be able to fulfil bespoke wishes if the fabric chosen has constraints with the Rowen & Wren product that you have selected.

Should you go ahead with your order, it is your responsibility to order the correct amount of fabric given in your quote.

Please be aware that due to the bespoke nature of these products you can only return products which are faulty, or which do not fit their description or meet with your instructions. If your order is faulty in any way please contact our customer care team.

i. Your Changes

If you wish to make a change to the piece or product you have ordered please contact us.

If the change is possible, we shall let you know about any alterations to the price of the piece or the product, the timing of supply or anything else which would be necessary as a result of your requested change.

We will ask you to confirm whether you wish to go ahead with the change.

If we cannot make the change or the consequences of making the change are unacceptable to you, you may decide to not go ahead with your order.

ii. Our Changes

We may change a piece or product to reflect changes in relevant laws and regulatory requirements or we may make minor adjustments and improvements.

We may make more significant changes to a piece or a product or to the price of a piece or product, but if we do so we will let you know.

You will then have the option to contact us to confirm that you have decided to not go ahead with your order.

You will receive a refund for any piece or product you have paid for but not received.


Should you have second thoughts on your order, please contact our customer care team on care@rowenandwren.co.uk or 01276 451 077.

For most products or pieces bought online you have the right to change your mind within 14 days and receive a refund.

If you end the contract for any reason after your order has been dispatched to you or you have received them, you must return them to us.

We ask that you post them back to us by raising an online return request or (if they are not suitable for posting, such as an item of furniture) allow us to collect them from you.

Please contact our customer care team on 01276 451 077 or email us at care@rowenandwren.co.uk to arrange collection.

We ask that you return the product in its original packaging, free from any damage, unused, and that you obtain proof of postage to cover just in case your package was to go astray.

If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end our contract.

We will refund you the price you paid for the piece excluding the delivery costs by the method you used for payment – this includes E-Gift Cards. However, we might make deductions from the price to reflect any reduction in the value of the piece(s), if this has been caused by your handling them in a way which would not be permitted in a retail store, for example handling the piece(s) in a way which causes damage or breakages.

If we refund you the price paid before we are able to inspect the piece(s) and later discover you have handled them in an unacceptable way, you will need to pay us an appropriate amount to compensate us for any loss or damage.

We will make any refunds due to you as soon as possible.

If you are exercising your right to change your mind and we have not offered to collect the piece(s), your refund will be made within 14 days from (i) the day on which we receive the piece(s) back from you or, if earlier, (ii) the day on which you provide us with evidence that you have sent the piece(s) back to us.

Otherwise, your refund will be made within 14 days of you telling us you have changed your mind.

If it is too late to change your mind, you will need to follow our returns policy.


Whilst we endeavour to help in every way we can with your order, we aren’t able to accept any responsibility for failed deliveries, for example if you are not home during your confirmed delivery window or if an item doesn’t fit.

Should this scenario occur, our delivery team will be required to take the piece back to our warehouse and we may ask that you cover the delivery charge.

Also, if you decide to give us the instruction of leaving it in a safe place or with a neighbour, the responsibility for the safety of your parcel lies with you.

We ask that if you are in the slightest bit concerned about whether or not a product will be deliverable to your home, you contact our care team who will be able to advise how you can check before placing your order.

Our delivery partners offer a white-glove service for most of our furniture orders within the UK. They will take it to the room of your choice and take away the packaging for recycling so that you don’t need to.

On the rare occasions where we cannot do this, our care team will notify you in advance.

For smaller pieces, such as accessories, we offer a drop-off service only – where you unpackage it in your own time.

If our delivery of your product is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take reasonable steps to reduce the delay.

We will not be liable for delays caused by an event which is outside of our control, but if there is a risk of substantial delay you may contact us to let us know you will not be going ahead with your order and you will receive a refund for any products you have paid for but not received.

A product will be your responsibility from the time we deliver the product to the address you gave us and you own that product once we have received payment in full.


Once one of our products becomes your own, caring for it falls into your hands, all the while being conscious of its materials. We therefore cannot be held liable for any faults that may arise in your piece should you care for it in an unsuitable way.

Should you need advice, you are always welcome to consult with a member of the customer care team.

When purchasing from us, you undertake that all products ordered are for your own use and not for resale.

Appreciating Natural Materials

At Rowen & Wren, we are champions of using nature’s bounty to create our pieces, from oak to form many of our tables and mirrors, to linen yarn found on our napkins, tablecloth and aprons. So know that many of our pieces will vary from piece to piece, and will continue to evolve over time.

These differences in character are not defects but markers of nature’s handwriting.

The images of the pieces on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the pieces. Your piece may vary slightly from those images.

Any packaging may also be different from the packaging images shown on our site.

Returns & Exchanges

If you have any questions or complaints about a product, please contact us. You can telephone our customer care team at 01276 451 077 or write to us at care@rowenandwren.co.uk or to our registered office address.

We are under a legal duty (and indeed we feel a moral one) to supply products that are in conformity with the terms between us.

If your product develops a fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it.

After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

Nothing in these terms will affect your legal rights.

If you wish to exercise your legal rights to reject one of our products you must either post it back to us or (if they are not suitable for posting, such as with an item of furniture) allow us to collect them from you if you reside within mainland UK.

We will pay the costs of postage or collection for faulty or damaged goods.

Please call our customer care team on 01276 451 077 or email us at care@rowenandwren.co.uk to arrange collection or to enquire about returns outside of mainland UK.

Or to post it back to us, visit the returns section of our site to process it and we shall send you a postage label.

We ask that you return the product in its original packaging, free from any damage, unused, and that you obtain proof of postage on the rare occasion that it should go astray.

Upon receiving your return if we find signs of misuse or damage we will have the right to reject your refund request.

And note that we don’t accept returns on upholstery that has been covered in your own fabric that you have supplied and is outside of our collection.

Our Liability

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking our contract with you or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable.

Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so.

This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987.

We only supply our products for domestic and private use. If you use the products for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Our Use of Your Personal Data

We will only use your personal information as set out in our privacy policy.

Other Important Terms

We may transfer our rights and obligations under these terms to another organisation.

We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

These terms are between you and us. No other person shall have any rights to enforce any of the terms.

If a court finds part of these terms illegal, the rest will continue in force.

Each of the paragraphs of these terms operates separately.

If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.

If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts.

If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

Our Website Terms & Conditions

A Summary

Everything we’ve included on this page for you explains the terms surrounding your use of our website.

It is wise to make yourself aware of them before browsing with us, remembering that, as ever, we remain at the other end of the phone should you wish for us to explain any points in more detail.

Reliance of Information

While we keep our website as up to date as possible, we run it on what is called an ‘as is’ basis. That essentially means that all information, commentary and other materials posted are intended for general information purposes only.

Therefore, we accept no liability for any damage, costs, injury or financial loss of any kind that come about as a result of any reliance placed on such information, commentary or other materials contained on our website by any visitor to our website, or by anyone who may be informed of any of its content.

Accessing the Rowen & Wren Website

We’ll always try to keep the door open to our website so that you can come and go as you please, but if we need to withdraw your access at any point without notice, or we decide to suspend or close our website, then we reserve the right to do just that without being held liable.

It is down to you to make all the necessary measures to reach our website too (such as Internet access). And remember that you’ll need to make sure anybody who uses your internet connection to browse Rowen & Wren is aware of (and happy with) our terms of use too.

Intellectual Property Rights

All copyright, trademarks and other intellectual property rights in all logos, designs, text, images and other materials on our website are automatically owned by us (that means, without the provider giving us their permission first).

Because all content is owned by Rowen & Wren, no-one should ever copy, adapt, exploit or otherwise any of that content – save for downloading and temporarily storing one or more of our webpages to revisit or show to a friend.

Linking To and From our Website

You’ll spot that we sometimes put hyperlinks between our website and others. But, by agreeing to our terms, you accept that you won’t frame our website on any other site, or create any hyper- or deep links between it and any third party websites, without asking for our written consent beforehand.

If you do end up clicking through from any of the links on our site, that means you’ll leave our website and enter into third party websites or resources over which we have no control.

Because of that, we aren’t in any way responsible for the material that you come across and accept no liability for any damage, costs, injury or financial loss of any kind that come about because of the third party content.

Our Liability

As we mention above, we do everything we can to make sure our website is always accurate, and we never give any guarantees that it will be without error or totally up to date at all times. We update it regularly too, so you’ll notice that the content changes over time.

With that in mind, you’ll hopefully understand why then these terms exclude: all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity; any liability for any direct, indirect or consequential loss or damage experienced in connection with our website, any websites linked to it and any materials posted on it, including, without limitation, liability for: – loss of business – loss of income or revenue – loss of profits or contracts – loss of anticipated savings – loss of data – loss of goodwill – wasted management or office time – loss or damage caused to any equipment or software – any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

This does not affect our liability for anything where that liability cannot be excluded or limited under applicable law.

What’s Deemed as ‘Acceptable Use’ & Website Security

It really is impossible to list out every single thing that falls under both acceptable and unacceptable use of our website.

As a general rule of thumb, we don’t tolerate anything that could damage (or does damage) our reputation, and/or the availability or integrity of our website.

Similarly, anything that causes (or threatens to cause) us to incur any legal, tax or regulatory liability.

Another area that’s key to point out is that you must never knowingly introduce viruses or other material which is malicious or technologically harmful to Rowen & Wren.

Unacceptable use extends to never gaining unauthorised access to our website, the server on which it’s stored, or any server, computer, or database connected to us.

Attacking our site, via a denial-of-service attack or a distributed denial-of-service attack, is also (as you might expect) deemed unacceptable use.

In terms of liability, we won’t ever be held liable for any loss or damage caused by a distributed denial-of-service attack, viruses, malicious code or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our website.

This is also true of you downloading any material posted on it, or on any website linked to it.

Uploading Material to our Website

Our Privacy Policy sets out all of our rights and obligations relating to your personal information, but it’s also worth noting that any material you upload to our website will be considered non-confidential and non-proprietary.

That means we have the right to use, copy, distribute and disclose it to third parties.

We’re also able to disclose your identity to any third party who claims that material posted or uploaded by you to our website constitutes a violation of their intellectual property rights, or their right to privacy.

And so, we have the right to remove any material or posting you make on our website at any time.

Privacy & Cookies

Any personal details we collect from you will only be used as we explain in our Privacy Policy.

By using our website, you consent to us processing your information in this way.

We also use cookies on our website, but you can read through our separate Cookie Policy to learn more.


If any provision (or part of any provision) of these terms is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed not to form part of these terms and the validity and enforceability of the other provisions of these terms shall not be affected.


If we need to, we can revise any of the terms on this page at any point, so it’s up to you to check it over from time to time if you’d like to be aware of any updates.

Jurisdiction & Applicable Law

These terms are governed by and construed in accordance with the law of England and Wales and subject to the exclusive jurisdiction of the English courts.

Your Questions

If you have any questions, big or small, about any of the information on our site or any of the terms on this page, just contact us on care@rowenandwren.co.uk and we’ll gladly explain anything you need.


Version date: October 2022.