Frequently Asked Questions
We have attempted to answer all your questions below but if you can't find what you are looking for, please contact our friendly Customer Services Team who will be happy to help you.
Email: contact@rockettstgeorge.co.uk
Tel: 01444 253391
Our offices are open Monday to Friday 9.30am - 5pm (excluding Bank Holidays).
How much does delivery cost?
Delivery cost depends on the item you have purchased, please refer to the delivery information page or check the 'Delivery info' tab on the product page for specific information.
Who delivers your parcels?
We will use DPD for smaller items, and for Large or Fragile items such as furniture or large mirrors, we will use a private courier. International deliveries are sent via DHL.
What happens if I miss a delivery?
DPD will attempt delivery for 3 consecutive days, after which your order will be returned to us here. If you have ordered using a Large and Fragile Item service we will need to rebook your slot which can take up to 3 weeks, depending on your location.
Do you ship internationally?
Unfortunately we are unable to deliver outside of the UK. We are happy for customers to arrange their own order collection to a country of their choosing. View our Own Courier Collection Form Here
How long will delivery take?
Standard Delivery is within 1-3 days and Next Day is the next working day if ordered before 2pm the day before (excluding weekends). Please note some of our items carry longer lead times so please check the delivery information or product page for more information.
Can I change my delivery address after I have placed my order?
Amendments to orders can only be made if your order hasn't been dispatched from our warehouse. Please have your order number ready and call or email our customer service team on 01444 253391 contact@rockettstgeorge.co.uk to make any amendments.
Do you part deliver orders?
Occasionally some of our items are dispatched from various locations and suppliers so your order could be delivered in parts - your RSG Delivery note should inform you if there are items to follow.
Can I track my parcel?
As soon as your order has been dispatched from our warehouse you will receive an email with your tracking number which will be live after 24 hours.
What do I do if my order does not arrive after the last estimated delivery date?
Please contact us immediately either via email or phone and we will investigate this for you. We are unable to investigate until the last working day has passed, i.e, if you have been estimated 3 working days for delivery please contact us only if the 3rd working day has passed. Please check your order confirmation for details about your delivery date.
Do you offer a ‘to room’ delivery?
All of our couriers will deliver to your door but are sadly unable to deliver to your desired room. If you have ordered a large item please ensure you arrange someone to help you.
Do you remove the packaging after making a delivery?
We do not remove the packaging after making a delivery, however, all packaging is recyclable.
Do you assemble furniture items?
Our couriers will not be able to help assemble furniture for you, so if you have ordered an item that required assembly, please ensure you arrange someone to help you if required.
How do I place an order?
You can easily place your order online at any time via our website, or, if you have questions or prefer to order by phone, you can call us Monday to Friday, 9:30am - 5pm (excluding bank holidays) on 01444 253391.
Can I add or remove products from my order after I have placed it?
This is only possible if your order hasn't been dispatched from our warehouse. Please have your order number ready and call or email our customer service team on 01444 253391 contact@rockettstgeorge.co.uk
Can I cancel my order?
This is only possible if your order hasn't been dispatched from our warehouse. Please have your order number ready and call our customer service team on 01444 253391 (Monday to Friday, 9:30am - 5pm, excluding Bank Holidays). If your order has already been dispatched you will need to refuse delivery and we will refund you in full as soon as the return has been processed in our warehouse.
Can I use my gift vouchers online?
Yes, all vouchers can be redeemed online using the code displayed on your voucher.
Do gift vouchers have an expiry date?
Yes, all vouchers expire 12 months after the purchase date. Any vouchers issued as a competition prize also expire after 12 months from the date of issue.
Why are products on the website out of stock?
We like to source unique and exciting products that are not usually found on the high-street. Because of this, there are often low quantities available but we will always try to re-stock where possible. You are able to sign up on the product page to receive a ‘Back in Stock’ notification. (NB: This will not add you to any other mailing list and we will only email you regarding the product you have requested information for, unless you are already signed up to our email newsletter mailing list).
Can I pre-order a product?
We have a selection of products that are available for pre-order which are displayed with a ‘Pre-Order’ icon and can be found here. For an estimated delivery date, please check the product page. The estimated delivery date is when we are scheduled to receive the shipment but this date is subject to change & is an estimate only. If you have purchased a Pre-Order product and it becomes delayed in reaching us we will contact you to let you know and offer you the opportunity to cancel your order.
Can I pay with Klarna for a pre-order a product?
Yes you can. With Klarna Pay Later your payment plan (either Pay Later In 30 Days or Pay Later In 3-Instalments) your first payment will be taken at the time of placing the order or 30 days from placing the order. Due to some delivery lead times, you may have paid for your order before it arrives. All standard Klarna terms apply.
Do you price match?
No, we do not offer a price match on any item or service.
Are the ETA’s on out of stock items accurate?
The estimated delivery date is when we are scheduled to receive the shipment but this date is subject to change & is an estimate only. If you have purchased a Pre-Order product and it becomes delayed in reaching us we will contact you to let you know and offer you the opportunity to cancel your order. If you have contacted our Customer Services Team and they have given you an expected date for delivery to our warehouse this is also only an estimate and could also be subject to delays.
Are your prices inclusive of VAT?
Yes, all prices shown are inclusive of VAT.
Do you provide VAT receipts?
Yes, we can issue VAT receipts upon request. If you would like to make a request, please email contact@rockettstgeorge.co.uk and our customer services team will respond within 48 working hours.
Do you offer a gift wrap service?
No, unfortunately we do not offer this service.
Why have I only received part of my order?
Some of our items are ordered in from outside suppliers especially for you so they may arrive with you at different times to those items held in our warehouse. If you order has been sent in multiple boxes this can also be separated by the courier. Please wait until your last delivery day has passed before contacting us to investigate – check the product page for specific item delivery information, for example, certain wallpaper or rugs can take 2-4 weeks to arrive (depending on the supplier) which overrides the estimated delivery of the service you have selected.
Can everything go on a next day service?
Not every item from our website can be sent on a next day service (for example; bespoke or personalised items, specific wallpaper and rugs, and Large/Fragile items). If the product allows next day delivery this will automatically come up as a delivery option at the checkout. Please refer to our Delivery Information page or check the Delivery Info tab on the product page.
How do I organise the return of an item?
Simply let us know that you wish to Arrange a Return within 30 days of receipt. We will then process your refund within 14 working days of arrival with us.
Do I need a returns form?
Yes, complete our Arrange a Return form online to advise us which items you would like to return.
Can you organise a collection for my return?
We are happy to arrange a collection for you, this is charged at the same rate as delivery for your order and can be arranged by contacting our Customer Service team or completing our Arrange a Return form.
Can I drop off my return at a shop?
Yes, you can create a returns label & take your item to a DPD Dropoff Shop. This is charged at £4.50 per box for a standard delivery order.
Can I return my item to your Warehouse myself?
Yes, you can return your item for free by dropping it off at our Mid-Sussex Warehouse. Please call or email our customer service team on 01444 253391 contact@rockettstgeorge.co.uk to arrange a suitable time for your item(s) to be dropped off.
You can find even more Q&As regarding returns and refunds on our returns information page.
What are your customer service opening hours?
Monday to Friday from 9:30am until 5pm (excluding Bank Holidays).
How do I contact your customer services team?
By email: contact@rockettstgeorge.co.uk
By phone: 01444 253391
Do you have shops or a showroom that I can visit?
We do not currently have any stores that you can visit. However, if there is a specific item(s) you would like to view you can call our customer service team on 01444 253391 to arrange a viewing appointment. Find out more here.
What are your shop and showroom opening hours?
Our warehouse is open Monday to Friday for product viewings by appointment only. Call or email our customer service team to arrange your appointment on 01444 253391 or contact@rockettstgeorge.co.uk
Our Outlet Shop with samples, seconds & returns is open on specific dates. Email tina@rockettstgeorge.co.uk for more information.
Is parking available at any of your shops or warehouse?
For pop-ups and concession stores please check with the host store for information on visiting. If you have booked an appointment for our Outlet Shop in Sussex we do have parking available - please use the parking bays signed for use by Rockett St George Staff and Customers.
Can I see all your products in your shops and warehouse?
Unfortunately, our Mid Sussex warehouse does not carry all of our products. Please call or email our customer service team on 01444 253391 or contact@rockettstgeorge.co.uk if you have any queries or would like to book a viewing appointment.
How can I get in touch with your buying team?
Please contact Kayleigh Roberts
How do I contact your press office?
Please contact Zoe Taylor-Philpott
How can I receive your email newsletters?
Enter your email address in the newsletter sign up in our website footer and click Sign Up.
How do I unsubscribe from email newsletters and SMS text messages?
If you do not want to receive emails from Rockett St George Ltd you can click on the "Unsubscribe" link at the bottom of any email communication sent by us or by emailing us at dataprotection@rockettstgeorge.co.uk.
SMS
To opt out, simply reply 'STOP' to our text message or email dataprotection@rockettstgeorge.co.uk with your subscribed mobile number and we'll remove you from our SMS mailing list.
When is your next Warehouse Sale / Outlet Shop?
Our warehouse sale will be located in our Sussex warehouse and notice is given 1-2 weeks before to those living locally who are signed up to our mailing list or have requested to be notified. If you live further afield but would like to receive notifications, please email tina@rockettstgeorge.co.uk. Our Outlet Shop with samples, seconds & returns is open on specific dates, for more information, email tina@rockettstgeorge.co.uk
Can I use your images on my blog or website?
Please email our press department if you wish to use any of our imagery online or in print. Copyright restrictions apply and all images are the property of Rockett St George so will need to be properly credited and linked to whenever used. For more information and to request permission please use our press contact form.
Once you have added all our lovely items that you wish to purchase to your basket you will enter the first stage of our checkout, the Shopping Bag. Here you can review your basket, edit quantities and add your promotional code in the 'Discount Code' field and click Add Code. A message will then appear under the title Your Shopping Bag and above your products confirming your code will be applied at the Checkout or informing you that your order has not qualified for the terms of the code and therefore is Invalid.
There is another opportunity to enter this code at stage 2 of the Checkout: Review & Payments if you miss it at the Shopping Bag.
Why's my promotional code not working?
Occasionally we like to offer our customers something a bit extra with a promotional code. If you have a code but it is saying invalid this could be due to a few reasons:
- Is your delivery address a Mainland UK address? Free delivery codes are only valid for Mainland UK addresses.
- Are you logged in to your account? To redeem a discount code we require you to be a registered customer and logged into you account.
- Do you have a Sale or Last Chance item in your basket? Unfortunately Discount Codes are not valid for Sale and Last Chance items.
- Have you checked the terms and conditions of the code on the email you received it? Our codes do have expiry dates together with T&Cs please check the email that your received your code on.
- Have you entered the code correctly? Please check that your code has been entered correctly in terms of capital letters and numerical characters.
Can I use my loyalty voucher against delivery costs?
Loyalty vouchers apply to the product(s) you purchase, not delivery costs. For instance, if your basket includes a £35 product, a £5 voucher, and a £3.95 delivery charge, the voucher will deduct from the product value, not the delivery fee.
If you are still getting an Invalid Code message and believe your order qualifies for the promotional code, please contact our customer service team on 01444 253391 or send a screenshot of your basket to contact@rockettstgeorge.co.uk (Mon-Fri 9:30am-5pm).