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FAQ's

FAQ’s

How do I get in touch with you?

Our contact details are as follows:

  • Email Contact: sales@slateandrose.co.uk
  • Online Chat: you can find the chat window on our homepage.
  • Contact Form
  • Telephone Number: 01924 783395

 

How do I place an order?

Our website is designed to be as easy for you to use as possible. Simply browse the tabs which are displayed across the top of all of our webpages. These tabs are arranged in simple collection such as Furniture, Mirror, Home Furnishing etc. If you find an item you like simply put the quantity you would like to purchase into the quantity box on the item page and click ‘Add to cart’.

When you have added all the items you want to purchase to your shopping cart, simply click on the cart button at the top right of the screen and you will be guided through the purchase process.

Please note – payment is required at the time of placing your order.

 

What delivery options do you offer?

Please see our Delivery and Returns page for full details of all the delivery options that we offer.

 

Can I change my delivery address once my order has been placed?

It really depends on which stage your order is at with our warehouse.

If you want to change your delivery address once your order has been placed we recommend you get in touch with us as soon as possible by either emailing us at sales@slateandrose.co.uk or call us on 01924783395.

We may not be able to change your delivery address if your order is too far along in the delivery process, but we will try our best to help.

 

Can I add an extra item to my order?

Once your order has been submitted, it is issued an order number and begins its process through our warehouse. Should you wish to order something else, you will need to add it into your shopping cart and pay for it separately.

Should you make two orders simultaneously, we might be able to combine your orders into one delivery, although this will depend on the weight of the items. If combined orders would cost more to deliver than the postage you have paid, the items will be delivered as two separate orders. 

If you have recently submitted two orders and would like to know if you can combine your deliveries, please contact us at sales@slateandrose.co.uk or call us on 01924783395.

 

My payment card has been refused, what can I do?

There are several things you can do if your card has been refused:

  • Try a different card
  • Pay with PayPal

Should neither of these options be manageable for you then we recommend that you contact your bank to find out why your payment has been rejected.

Please note – we cannot process an order without payment.

 

I have a promo code – how do I use it?

Promo codes are used during the checkout stage of your purchase. When you have finished shopping, click on your 'basket' and then click on 'checkout'.

You will be redirected to the checkout page where you will be asked for your personal details. On the right hand side of the page is a summary of your purchases. 

Underneath this is a box which has the word 'discount' written in it. This is where you need to enter your promo code. Click 'apply' and this will take the relevant discount amount off your total purchase amount.

  

I forgot to enter my promo code, can I have the amount refunded?

Promotional Codes do not have a GBP value to them and so we are unable to refund an amount to you should you forget to use the code during your transaction.

 

Do you offer credit on purchases?

No, we do not currently have a credit system. This may be an offer that we introduce in the future. If you want to be kept informed of changes to our payment procedures, sign up for our newsletter.

 

Can I use multiple gift vouchers in one transaction?

You can only use one gift voucher per transaction.

 

The price has changed since I purchased my product. Will you refund me the difference?

Slate & Rose reserves the right to change prices at any time without prior notice. As such, if you purchase an item and then find the price has changed we will not be able to refund the difference in cost.

 

Can I order an item that is temporarily out of stock?

Yes, we offer a pre-order function which allows you to order an item which is temporarily out of stock. We strive to be clear about how long delivery may take and will provide as much information about expected delivery dates etc. on the product page.

The payment will be taken at the time of pre-order and you will be sent an email with all of the details including a confirmed estimated delivery date. 

Please note that in these circumstances delivery estimates may change due to factors out of our control which may delay delivery such as bad weather or a delayed shipment.

 

Can I track my order and delivery?

This will depend on the courier we use. Once your purchase is complete you will receive a confirmation email with the details of your order. 

If your delivery is eligible for tracking then the details will be supplied to you in that email. 

 

What happens if I receive a faulty, broken, or incorrect item?

We hope that this will not happen, but in the event that you receive a faulty, incorrect or broken item, please contact us by email at sales@slateandrose.co.uk and we will discuss the problem with you.

Please note you will be asked to provide photographic evidence of a broken or incorrect item as well as a copy of your order confirmation so we can validate your order.  

 

My item looks different to the picture you have on your website. Why?

Some of our products are hand-made and/or have a unique finish, shape, colour, natural imperfections, texture and may vary from the picture you see on our website, and/or from one product to the other if you order more than one. Dimensions may also very slightly vary. 

This applies to all products described as “Vintage”, “Antique”, “Rusty”, “Washed”, “Brushed”, “Rustic”, “Distressed”, “Weathered”, “Aged”, “Hand-Made”, “Hand-Finish”, “Hand-Tufted”, “Hand-woven”, “Natural”, “Traditional”. Each item is manufactured from natural sources, so size and colour may vary slightly making each piece completely unique. 

If you think your item looks vastly different to the item you viewed and ordered on our website please contact us by email at sales@slateandrose.co.uk. Please note, we will ask for photographic evidence of the item you have received so that we can better understand your problem.

 

What is your returns policy?

Please see our Delivery and Returns page for full details of our returns policy

 

Do you do international deliveries?

Please see our Delivery and Returns page for full details of our delivery options

 

How do I unsubscribe from your marketing emails?

At the very bottom of all emails that we send you, there is an option you to unsubscribe from all future email correspondence.

 

My customer log in details are not working, what can I do?

Firstly, try your details a couple of times to ensure that you haven’t typed the details in incorrectly.

If you have forgotten your details, try resetting your password following the link on the log in page.

If you are still having problems then do get in touch with us at sales@slateandrose.co.uk  and we will try to resolve the situation. You may be asked some security questions so that we can securely identify you.

 

How do I sign up as a customer?

The first time you purchase an item with us, you will be prompted to set up a customer account. Alternatively you can find the link at the top right hand side of our website. 

 

How do I sign up for the e-newsletter?

The newsletter sign up page is on our homepage.

 

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