FAQS

Delivery Information

What happens after I place my order online?

Once you have successfully placed your order with us, you will receive an email confirmation with your order details to the email provided. If you do not receive this within 24 hours, please contact us via our contact page and we will have a look into this for you. As soon as your order is dispatched from our warehouse you will receive another email with a tracking link attached. Please allow up to 72 hours for dispatch of all orders. If the link is missing in your dispatch email, your order is being delivered with a specialist courier who will be in touch via call or text message in regards to the delivery date.

How long does shipping take? When will I get my order?

We aim to have all in-stock items dispatched within 48 hours, once dispatched you will receive an email with a tracking link and all the extra information. For more shipping information please view our shipping policy.

How do I track the status of my order?

Once your order is dispatched, you’ll be sent a tracking link via email. Youc an also check the status of your order by logging into your account.

How much does delivery cost?

Shipping costs will vary depending on the items you are buying. You can find out by doing the following: - add the items you want to your basket - select your country + shipping method Do all of this in the checkout area, however, if this is not working then please drop us an email via our contact page with a list of the products you wish to purchase, along with your delivery address and we will get a delivery quote from our warehouse for you. Shipping is based on the weight of items you purchase and my vary from order to order.

Can I choose my delivery date?

While we do try to make your delivery as smooth as possible unfortunately we don't offer a choice of the delivery date. • If you do require a specific delivery date please let us know via our contact page prior to placing your order and we will do our best to accommodate this for you.

Can I change my delivery address?

If you need to amend any details prior to your order being fulfilled then please do so by sending us a message from the website. if your order has already left us you will need to contact the courier listed in your dispatch email. We can not make amendments if the order has already been dispatched.

What happens if I’m not home for delivery?

Let’s say you’re not home to receive your delivery. There are a few things that could happen; the item will be taken to a nearby drop shop, depot or other applicable courier collection location. Or in some cases, re-delivery may be possible. Now, depending on the courier, items will be held for approximately 5-6 days and then returned to Rothley Limited if unclaimed. For larger items sent with a two-man delivery, the courier will be in touch to re-book a delivery date. Please note that failure of deliveries for any items that are booked in advance or have been returned back to us due to failed delivery will incur re-delivery charges. If you are having trouble with a missed delivery, please send us an email via our contact page and we will look into this.

Can Rothley Limited take away my old items when making a new delivery?

Unfortunately, we are not able to take away or dispose of any old items upon delivery.

My tracking link shows my order has been delivered but I don’t have it. What should I do?

The courier may have left your delivery with a neighbour, so double check your tracking link just in case. • If the above isn’t applicable and you believe the courier has lost or incorrectly delivered your parcel please let us know via our contact us form and we will chase this up for you.

I absolutely love your products! But I can’t see that delivery is available for my country, is there anyway you can still ship to me?

If you've found a product that you love but cannot see your country as a delivery option, you can arrange a collection from our UK warehouse. We ask that you please contact us with your order details if you plan on placing your order this way so we can we will advise on the parcel dimensions and weights as well as make sure the items are available for sale in your specific country. Due to strict customs laws, some products cannot be shipped to certain locations.

Can I make changes to my order?

If your order has not been dispatched, then we may be able to accept the changes you wish to make. Please note that the delivery might be delayed as we will need to hold the order depending on the amendments. If we are adding or amending products/quantities and the price is greater than what is paid, we will need to hold the order until the debit for the price difference is fully processed. We can not make amendments if the order has already been dispatched.

My item is faulty or damaged, what do I do?

If you’ve received your order and the quality is not up to your expectations please take a photo or record a video showing any faults or damage and send it through with a description via our contact us form within 14 days of the delivery date. Once we have received this information we will be back in contact to discuss your options.

I’ve received my order but there are assembly pieces missing, what should I do?

Please accept our apologies. If your order is missing parts required for assembly then please let us know via our contact us form. Providing a description of how many boxes you have received, what’s missing and a photo of what has been received will help us to resolve this quickly and accurately for you.

I have received my order but there are products missing, what should I do?

If you are missing a product please contact us via our contact page, let us know what is missing and we will try to resolve this situation as fast as possible.