Frequently Asked Questions
If you have any queries, you’ll probably find the answer in the Frequently Asked Questions listed below. If you can’t find the answer here, please get in touch and we’ll be happy to help.
The Roost offers everything you need in order to furnish your home, whether you are starting from scratch or want to brighten up a room. You can find and be inspired by items from a wonderful curated selection of domestic brands, freely ‘try before you buy’ as we have a 2D render of every item on our website, ask for advice from friends or family by sharing your mock-up designs AND of course, buy all this in one seamless checkout. We put the fun back into furnishing and make it easy to ‘make it a home’.
We love gift giving so we just had to offer gift cards. All our gift cards are digital and sent to the email address of your choice. This email will include a gift code to use at checkout. You can purchase gift cards in multiple values; check our tab on ‘Gift Cards’ below for more information.
Yes, we do! Payment for all products may be made by credit or debit card, Stripe, Klarna, ApplePay, Amazon Pay, Revolut Pay or Gift card.
As we are a young business, we are constantly on the lookout for suppliers that can add to The Roost. If you feel this could be you, feel free to get in touch with email@example.com. Due to the growing number of brand partners and as we want to keep them curated, we will only get in touch if we are interested in hearing more from you.
We aim to respond to any enquiries or issues within 48 hours. The main reason for any delay is if we have had to chase one of our brand partners and we have not had a response from them yet. Be sure to check your junk/spam folders too as our emails could have ended up there.
If you are using a discount code, you will not be able to use Klarna and a discount code. You must choose one - sorry!
If you can’t find your answer here, feel free to get in touch with us on firstname.lastname@example.org and we will answer any query as soon as possible
You will receive an email from us once your order has been dispatched. If all the items in your order are from one supplier, you will get all tracking information in one email. As we are a home for multiple brands, our brand partners may ship items at different times. If you ordered from multiple brands, we will send you a confirmation email with a tracking number for each item bought. We know that you’ll be eager for your order to arrive - trust us, it’ll be worth the wait!
If the missing item is from the same brand as those that have already arrived, please check the tracking information for that item. Please be aware that some suppliers manufacture in multiple locations and some items take longer to produce than others. However, if the item has been forgotten, get in touch with us and we will get it to you ASAP.
If these items are from different brands, please check your tracking information for that specific item. Lots of our items are made to order, which is great for our planet but not always for you… these sometimes take longer than expected. If for any reason you can’t see when your order is due to arrive or you are unhappy with our brand partners service, please email us on email@example.com and we will turn that frown upside down and find out what has happened with your order.
We have purposefully chosen each of our brand partners for offering premium products and service. However, accidents do happen from time to time and we are sorry if you are one of the unlucky ones! Please get in touch with us as soon as possible and we will arrange a replacement with our brand partner. Email us on firstname.lastname@example.org.
If you can’t find your confirmation email, it has probably ended up in your spam/junk or deleted folder. If it is still not there and you didn't opt to receive it by text, send us an email on email@example.com and we will work out what has happened.
If you would like to cancel your order, press ‘cancel’ for the selected item in the ‘My Orders’ section in your account. We are only able to cancel orders which have not already been processed. If the item has been dispatched and you no longer want the selected piece, you will need to return the item by referring to our ‘Returns & Refunds’ section. Head over to your account and click 'return' on the chosen product if you are sure this is how you wish to proceed. Please note, if the item is ‘made to order,’ you may not be able to cancel your order or receive a refund if the manufacturing process has begun. Some of our brand partners charge a restocking fee with instances like this.
If your order has not been dispatched we are able to change your shipping details. If you would like to change an item within your order, provided it is from the same supplier, email us on firstname.lastname@example.org and we will try our best to make the change. However, if the replacement item is from a different supplier, please cancel your order and start again. If the order has already been fulfilled, you will need to return the item, provided it is not made to order.
We feel we send a gift every time an item is purchased through theroost.com so we love to make people feel special. Email us on email@example.com, with your proposed gift message and your order number and we will contact our brand partner for you. Sadly, some of our suppliers use third-party fulfilment services so are not always able to include gift messages but we will do what we can to help.
Yes, you need to create an account. We do this so we can provide you with the best possible customer experience, you can then view your orders, see how to return items if necessary, add items to your wishlist and checkout more quickly in the future. We hope that you opt in for our newsletter to keep up with hot trends but you are welcome to create an account without this, by simply unticking the box next to ‘Sign up to our newsletter’.
Our shipping costs do not include any taxes or duties, which may be applied by customs of the country you have ordered the item to. Please be aware, any duties, taxes or any other custom fees incurred are the responsibility of the customer and not The Roost.
We are very sorry that this has happened but at the time of processing your order the item was available from one of our brand partners. The item must have been low in stock and have sold out in our partner's store or website at the same time as you placed your order with us. You have two options, either wait for the item to be restocked (we will be able to provide you with an estimated delivery time) or cancel your order for a full refund. Feel free to get in touch if you have any questions on firstname.lastname@example.org.
If you can’t find your answer here, feel free to get in touch with us on email@example.com and we will answer any query as soon as possible.
As we are an agent for our brand suppliers (we sell and promote our suppliers products on their behalf), all orders are fulfilled by them. Therefore, there will be multiple shipping costs applied at checkout depending on your shipping address. Each brand has their own rate for every region - some offer free shipping, some don’t, others sell to UK-only customers, others sell to the UK, EU and USA. These are all clearly outlined on each of our supplier’s bio page and at checkout. The shipping costs charged are the same as any other retailer will charge for the exact same item.
All our products can be delivered to mainland UK. However, some of our suppliers struggle with certain areas within the UK. If your order cannot be processed, please get in touch at firstname.lastname@example.org and we will try to arrange a delivery, wherever you may be. We do have the right to invoice you for any additional funds or taxes that are required in order to fulfil your order. You have the right to cancel your order if the item has not been fulfilled.
Again, this is different for each of our suppliers. Please check the product’s listing page for the estimated time of arrival for each specific item. Although lead times are estimated, many of our products arrive well before the estimated time frame. If you have ordered a made to order item and our brand partner has one in stock, they will dispatch it immediately.
During peak times and bank holidays, some of our suppliers pause fulfilment. Your order will still be processed but this may take a little longer than expected to arrive.
Please drop us an email at email@example.com and we will look into this issue with immediate attention. Usually, no-one would have been home during the delivery attempt and so you will need to book a redelivery. Check your emails (remembering to check your junk/spam!) to see if this is what happened.
Some of our brand partners can only estimate their shipping costs for international orders. If the shipping costs are considerably more than what was billed, you will be notified via email. If you wish to cancel this purchase you are more than welcome to do so, though we will be sorry to see you go. It is important to note that our brand partners operate in the same way on their own websites, so don’t shoot the messenger 😉
Although we carefully curate a wonderful selection of items on The Roost, sometimes they aren’t for everyone. As we are a platform with many brand partners, our returns policy differs from supplier to supplier. Please refer to the individual supplier bios to see how long the notice period is and what each of their processes is before buying. As a rule of thumb, if your order is not a perfect fit for your dream home, let us know within 14 days of your order arriving if you would like to guarantee a full refund. Some of our lovely suppliers give you a longer grace period, if you return the item unused and in its original packaging. For more information, read our Returns Policy in the footer below.
No, if a product is made to order or is bespoke they are sometimes non-refundable or require a restocking fee. We operate in the same way as all our suppliers, so we will only deem an item as non-refundable if the supplier does too. If an item is non-refundable for any reason then it should be noted within the product description.
If a non-refundable item arrives damaged or faulty, get in touch with us on firstname.lastname@example.org as soon as possible and we will organise a replacement to be sent to the original delivery address as soon as we can.
Unfortunately, we are not in a position to offer free returns on all items. We will do everything we can to make it a seamless experience (more on this in the near future!). If our suppliers charge for returns, then I am afraid we do too. We will help organise the return for you and the cost is usually taken out of your refund amount.
Please be aware that we are not liable for any lost or damaged returns as per our customer policy. Read our page on ‘Returns & Refunds’ for more detail.
As our brand partners individually fulfil your orders, we cannot currently offer exchanges if the proposed exchange is from a different supplier. However, if the desired exchange is from the same supplier and you would like to change the colour, size or model, then we should be able to arrange this for you. Drop us an email on email@example.com if you would like us to help with your exchange.
For exchanges from different suppliers, you are best to return the original item within the timeframe for that supplier, and then purchase the new item at your own convenience. If you would like to use the refund amount to purchase the new item, here is The Roost’s top tip: by refunding your purchase as store credit you will have access to your money more quickly than choosing a bank transfer, so your preferred item will arrive more quickly.
Head over to your account and click the ‘return’ button next to the object you would like to return. Simply follow the instructions. If you are having any problems, check our ‘Returns & Refunds’ page in the footer at the bottom of this page.
All our brand partners will contact us as soon as they have received your return, we can then issue a refund either in store credit or to the original card you purchased with. In the case of an exchange, your exchanged item will then be sent out to you. Throughout this process we will be in contact if there are any problems with your return.
If you have not received a refund after returning an item or you haven’t heard from one of our brand partners about them successfully receiving your return, drop us an email on firstname.lastname@example.org and we will be more than happy to help.
As soon as your item has been received by our brand partner, we will refund you the original amount minus any shipping costs. You will receive email confirmation and it could then take 5-10 days for funds to be credited to the card used for payment. If you have opted for store credit, this will arrive into your account immediately.
When returning an item our brand partners cover the product costs, but unfortunately we cannot refund the original shipping costs. Of course, if your item(s) arrived faulty or damaged and you do not want a replacement, we will issue you a full refund including shipping costs. For any other returns, we cannot offer to refund the shipping costs - sorry!
In this case, you will be given store credit for the refunded amount.
No, we are a platform which supports and sells product from many carefully chosen suppliers, in one place. Our suppliers manufacture and fulfil all items for us, we are simply an agent in the process. We follow a drop-shipping model so we don’t hold any inventory and when you order from theroost.com, our brand partner will send you the item using their own fulfilment service. We do this because we want to be as sustainable as possible, we think it would be silly to pointlessly add to the supply chain (the biggest contributor to Climate Change). We want to support our fantastic domestic suppliers, by giving customers the ability to visualise items across multiple brands in a mock-up room . No one wants to shop from only one brand, so we aggregate all the best suppliers in one place.
We only work with suppliers that already sell within the UK, as we would hate to ship items across the world just for you. Although some of our suppliers manufacture abroad, they use materials that are made to last, pay their workers properly and practice sustainability wherever possible. The important thing is, they already sell within the UK so The Roost isn’t adding to the supply chain, which currently accounts for 90% of the industry’s CO2 emissions.
All our items have dimensions on their product listing page. They are in the format Width x Height.
This should be detailed on the product’s listing page but if not, if a lead time is referenced then the product is made to order. These items don't qualify for a full refund; some of our suppliers take a % fee as they had to restock the item but others deem these as non-refundable. Please check the supplier’s terms and conditions for more information here. Obviously, if the made to order item arrives damaged or faulty then we will get a replacement product sent out to you ASAP, just let us know at email@example.com.
These are displayed on the product listing page either in the first short description to the right of the products image or below in the longer description under the accordion. Our lead time varies depending on the product, even products from the same supplier can have different lead times. All lead times are estimated and we will let you know if there are any delays with your order. In some cases, the items can arrive well before the estimated delivery time, if the item is in stock.
Some of the products we list will be discontinued for various reasons but if you are interested in whether an item will come back into stock please get in touch with us on firstname.lastname@example.org and we will let you know when and if this will be the case.
Our wallpapers are sold by the metre and have their width dimensions on the product listing page so you can work out how many metres you will need. If you want a helping hand, email Esme at the address below.
Paints may seem slightly more complicated but we are here to help. If you would like to know how much paint you will need (remember we suggest two coats on each wall) email our in-house interior designer Esme and she can help you work out how much you will need. Email her on email@example.com.
Unfortunately, we do not offer fabric samples live on our website right now but if you would like to see a fabric sample we can get one sent to you ASAP. Drop us an email on firstname.lastname@example.org and let us know what you would like to see. Please be aware, there may be a cost in order to fulfil this.
If you would like to know how to wash an item, whether an item will be back in stock or what other product pairs best with the selected item, feel free to get in touch with us on email@example.com. We apologise in advance for any delays replying; we may have to ask our brand partners if the question is more complicated.
We carefully curate our fantastic selection of The Roost brands and products. We like to get to know our brands before signing up as we want a relationship which works for everyone. Quality and design are obviously critical but so are value, reputation and sustainability. We love to mix industry greats with up and coming brands so that across the entire product range The Roost stocks something for everyone.
We would love to hear your story and see some of your best selling products and what your customers think of you. If you feel your interests align with ours, please get in contact with Esme on firstname.lastname@example.org and she will review your application. Please forward images of your products and links to your website and socials.