Returns Policy

We want every Alexander Rose purchase to be something you love. If something isn't right, this policy explains how we can help. Please read the relevant section carefully before getting in touch - the process differs depending on the reason for your return.

Change of Mind Returns

We offer a 14-day change of mind returns window, effective from the date your order is delivered. To be eligible, items must be unused, in their original condition, and returned with all labels, tags, and original packaging fully intact and undamaged. Returns are not accepted after this period unless the item is confirmed to be faulty.

You cannot change your mind and receive a refund for products which have been made to your specifications or are clearly personalised, or products which become mixed inseparably with other items after delivery.

Please note: we may ask for photographs of the items and it's packaging before approving a return. This helps us process your request without delay.

Where original packaging is unavailable

The condition of the original packaging is central to our ability to resell returned items. Where packaging has been removed, damaged, or is otherwise unavailable, the following conditions apply:

A deduction of 30% of the product price will be applied to your refund to reflect the reduction in the item's resale value, in addition to any applicable collection fee.
Items that are not in a resaleable condition may not be accepted for return, or may be returned to you at your cost.
We do not provide replacement packaging. You are responsible for ensuring the item is packaged securely for collection. If an item arrives back damaged due to inadequate packaging, a further deduction may apply.
We will always advise you or any anticipated deduction before collection is arranged.

White Glove Delivery - important conditions

Our White Glove Delivery service is designed to deliver the best possible experience on the day. Because packaging is removed and assembly takes place as part of this service, the following conditions apply. Please read them carefully before your delivery takes place.

Before our delivery partner removes your packaging on the day, you will be asked to confirm that the item is correct and that you are satisfied with it. Please take the time to do this - once packaging has been removed, we are unable to accept a return on the basis of colour, appearance, or product description.
Where our White Glove service has been carried out and original packaging is no longer available, the 30% deduction described above will apply to any subsequent change of mind return.
We are unable to accept change of mind returns for items that have been assembled as part of our White Glove service. This does not affect your statutory rights in relation to faulty goods, which remain fully intact.
The White Glove Delivery fee is non-refundable in all change of mind circumstances, as the service will have been fully completed at the point of delivery.

These conditions reflect the reality that once items has been unpacked and assembled, it can no longer be resold as new. We encourage you to take the time to confirm you are fully happy with your item before our team proceeds on delivery day.

Collection fees

Where we arrange collection of a returned item, the following fees will be deducted from your refund:

Accessories and small items: £4.99
Furniture & Parasols: £75
White Glove: £129

If you arrange your own return using a tracked and insured courier service, the collection fee does not apply. Please note that we are not responsible for items lost or damaged in transit where you have arranged your own return.

Summary of Deduction for Change of Mind Returns

Where you are exercising your right to change your mind, your refund will be calculated after the following:

The original delivery charge paid on your order, where applicable. Delivery charges are non-refundable on change of mind returns.
The applicable collection fee (see table above)
A 30% deduction where original packaging is unavailable, damaged, or was removed as part of our White Glove service.
Any further deduction where the item is returned in a condition below that described above. We will always communicate this before collection proceeds.

All deductions will be communicated to you before collection is arranged. Your refund will be returned to your original payment method within 14 days of us receiving the item back at our warehouse.

How to Request a Return

To request a return, please contact our Customer Services team within 14 days of delivery:

Email: customerservices@alexander-rose.co.uk
Telephone: 01444 258 928

Written notice (preferably by email) must be provided within this 14-day period. We will acknowledge your request and provide a returns form.

Once it is confirmed that the item is in perfect condition and in undamaged original packaging a refund will be processed to the original payment method used when the order was placed (i.e. credit card, debit card or klarna). Although we action refunds immediately, it may take up to 7 working days to show in your account.

Item Doesn't Match Description or Images

Please contact us within 48 hours of delivery with your order number, a clear description of the discrepancy, and supporting photographs. It is your responsibility to raise any issues within this timeframe, claims submitted after 48 hours will be handled under our standard change of mind returns policy.

Please note: Natural materials such as wood, rope weave, and rattan may display variations in colour, grain, and texture - these are part of their natural character and are not considered a fault. Colours may also appear differently on-screen due to individual display settings. If colour accuracy is important, we recommend contacting us prior to purchase.

Important: If you have selected our White Glove Delivery, please ensure the item is correct before any packaging is removed. Once packaging has been removed, we are unable to accept claims relating to description or colour discrepancies.

Wrong Item Delivered

If you have received an incorrect item, please contact us as soon as possible and preferably within 48 hours of delivery. Please keep the original packaging intact and handle the item as little as possible while we resolve the matter.

Depending on the size of the item, we will arrange collection within 3-7 working days at no cost to you. You may choose to receive the correct item or request a full refund, including your original charge.

Missing or Incomplete Deliveries

Should an item be missed or not delivered, please notify us as soon as possible. Replacement goods will be dispatched to you at no charge.

If any parts appear to be missing after assembly, please report this to us with a description of the product. We will arrange for a replacement to be dispatched as soon as possible, and preferably within 48 hours of your initial delivery. We recommend including a photograph to help speed up the process.

Damaged Goods

Damaged goods must be reported to us as soon as possible, and ordinarily within 48 hours of delivery. It is the responsibility of the recipient to inspect goods on delivery and report any visible damage promptly.

Please provide a full description of the damage, supported by photographs where possible. Where damage is confirmed as having occurred within transit or as a result of a manufacturing defect, we will replace the affected item or part free of charge.

Order Acceptance, Refused Deliveries & Customer Responsibility

Once an order has been accepted and delivered, your right to reject the goods under 14-day colling off period may no longer apply if the item has been altered, used, or continued to be used after a complaint has been raised.

If you choose to refuse delivery of your order, this will be treated as a return. A reasonable administration and cancellation fee will apply, along with the original delivery charge, which covers the cost of dispatch. These amounts will be deducted from your refund once the goods have been received and processed at our warehouse.

All items are supplied in high-quality condition and when used correctly, should perform as expected aside from normal wear and tear over time. Please note:

We cannot accept claims for issues or defects that were clearly brought to your attention prior to purchase.
We are not responsible for damage caused by misuse, neglect, or failure to follow care instructions.

Refunds

Once your returned item has been received at our warehouse and inspected, we will process your refund.

While we process refunds promptly, please allow up to 7 working days for the funds to appear in your account. Refund will be issued to the original payment method used at checkout (e.g. credit card, debit card or Klarna).

Contact Us

Our customer Services team is happy to help with any questions about your order or return.

Email: customerservices@alexander-rose.co.uk
Telephone: 01444 258 928