Returns & Refunds
Before you buy: try it in your space first. Our free Visualiser tool lets you drag and drop furniture, rugs and homeware into a photo realistic room before you order - so you can see exactly how it looks and fits. It's a big part of why our return rate is so low, and it means far less furniture travelling back and forth unnecessarily. Visualise your space now →
We want you to love what you buy. If something isn't right, we'll make returning it as easy as possible.
The short version:
- Let us know within 14 days of delivery if you'd like to return an item
- You'll then have a further 14 days to send it back
- Full refund guaranteed on all standard (non made-to-order) items, once received back in original condition
- Refunds are processed to your original payment method within 5–10 working days of the item arriving back with the supplier
It's a big part of why our customer service is rated so highly on Trustpilot — if you'd like to see for yourself, you can read our reviews here.
How returns work
The Roost works with a curated group of independent brand partners, and each item is fulfilled directly by the brand that makes it. Because of this, small details - like who covers return postage, or how long you have - can vary slightly by brand. You'll always find this information clearly stated on the product page before you buy, so there are no surprises.
To start a return, email returns@theroost.com and we'll take it from there. We'll confirm your return window, arrange collection or provide a returns address, and let you know if any return shipping cost applies - before you send anything back.
Please return items in their original packaging where possible. Furniture and homeware can be easily damaged in transit without it, and well-packaged returns are refunded faster.
Made-to-order & bespoke items
Some pieces are made specifically for you once ordered. These are noted clearly on the product page, and may be non-refundable or subject to a restocking fee - we'll always tell you this before you buy, never after.
Exchanges
Want a different colour, size, or model of the same item? Email us and we'll arrange the exchange directly.
If you'd like to switch to an item from a different brand, the quickest route is to return your original item within its return window, and place a new order for the item you'd prefer - we're happy to help you time this so you're not without the piece for long.
Damaged or faulty items
If your item arrives damaged or faulty, this isn't a standard return - contact us within 48 hours of delivery with photos and we'll sort a replacement or full refund, including any delivery costs, at no cost to you.
Need help?
Email returns@theroost.com — we reply within 1 working day and will guide you through every step.