Deliveries & returns

Lead times

We will provide you with a delivery timeframe estimate when your order is confirmed. In-stock items will usually be delivered between 2-15 days. For products with longer lead times, we will notify you of the lead time before you confirm your order. For orders with lead times longer than four weeks, 50% deposit is required to confirm the order, with 50% balance payable before products are delivered. For orders that are in-stock, 100% payment must be made at the time of ordering.

Delivery

Rock The House will organise delivery for you through our suppliers for competitive rates. Rock The House can give you an estimated delivery timeframe, but as the freight is actioned by the suppliers, we cannot guarantee an exact date. For orders of multiple items, your items may have different lead times and be delivered on different days. Please fill out any specific delivery details in the checkout form. Furniture is large and bulky, so we need to be notified of restricted access so special delivery arrangements can be made. Any special arrangements may require additional freight charges. Someone will need to be on site at the delivery address to sign for the items at the time of delivery. Freight carriers should contact you prior to delivery to organise a time however we cannot guarantee this. If you are not home they will leave a note with reference and contact details to reschedule.

Insurance

Your products are insured via our suppliers while they are being transported to you. However transit insurance is only active for 24 hours after delivery, so please check your products while the courier is still on site if possible so you can make a note of the problem on the consignment docket before signing. If you don’t notify us within the required timeframe, transit insurance is void.

Sizes

Please check the specifications and dimensions of products carefully on the website to ensure they will fit your space. Please contact us before ordering if you are unsure of a certain measurement and we will clarify this for you.

Refunds

We are unable to refund if you change your mind or the product doesn’t fit as you expected it to. We can offer a refund if: The product is faulty; the product was damaged in transit if notified within 24 hours; you receive the wrong item.

Faulty products

If a product is faulty, please notify us immediately within 24 hours of receiving it. If possible take a photograph of the fault and email it through with a description of the fault as quickly as possible after delivery, to [email protected]. We will arrange for pick-up of the faulty item and redelivery of a replacement. You will be refunded by electronic transfer to your bank account, or a credit onto the credit card you used to make the purchase.

Colours and materials

We feature the best possible photography available to us, however every screen is calibrated differently so colours may vary on different devices. We recommend viewing the product on both a laptop and mobile phone. Many of the natural materials featured on the products we offer such as wood, marble and metal have imperfections and textures that vary between each product. We cannot refund or return based on these slight variations in products, or due to natural wear and tear.

Cancellations

We aim to order from suppliers within 24 hours of you ordering from us. If your order has been placed with us and we have already ordered the product/s from the supplier, we are unable to cancel it. If your order has been placed with us but not yet with the supplier, it can be cancelled. If we are able to cancel an order, you will receive a full refund (minus any bank fees Rock The House has incurred), to your bank account or a credit to the credit card you made the purchase from.

Consumer Guarantees Act

We respect your rights under the Consumer Guarantees Act. We cannot accept returns due to: using the product in unreasonable ways that inflict damage; changing or modifying the product; using the product in a way that alters its appearance (e.g. cleaning or wear and tear). If a claim is accepted, Rock The House can determine whether the goods will be repaired, replaced or a refund offered.

for more information on how to order, click here.