COVID-19 Delivery, Returns & Safety
The latest on delivery information and answers to your questions
COVID-19 Delivery, Returns & Safety
The latest on delivery information and answers to your questions
1. Can I place an order? Will Home & Roost deliver my parcel?
Yes, Home & Roost continues to serve customers. When selecting a delivery address, be aware that companies and businesses may be closed and unable to receive parcels.
2. Are delivery times affected?
As the Coronavirus has spread, we’ve seen an increase in people shopping online. As a result, estimated delivery times for some items may be longer than usual at the moment.
All orders can now see up to 2 -3 days processing time and 2-4 working days delivery although we are aiming for and seeing the vast majority of orders being processed and delivered quicker than that.
3. Are Home & Roost delivery and other delivery options effected
Yes, for the safety of our staff and the public, we are no longer permitting local collection. Saturday and Next Day Delivery is no longer available. But as couriers work 24/7 to clear weekly backlogs delivery can be made any day of the week now. Although we can not guarantee, this will happen.
4. I have received this message from my courier: “ We’re sorry, but we do not appear to have received your consignment from the sender.
When you receive a dispatch email from us, it means that we have packed your order, booked it in for delivery and is waiting in our loading bay ready to be collected.
Due to the increased volume, the courier networks are struggling to collect all daily consignments from retailers. This email means they can’t pick up from us because they were at full capacity and will collect the next working day.
We have adjusted delivery times to account for this.
5. My delivery tracking says “There’s a delay and I should contact the sender”
We are seeing that the majority of delays are being caused by a huge amount of volume that the couier networks are working through. If you receive any automated messages from you’re couier it means that your delivery is held up because of the this. Please alow another 24 hours and your order will be delivered to you. If after 24 hours you are still waiting please contact us.
6. My order has been delivered but am missing a box? Do you send complete orders?
We will always send your complete order, if your delivery is missing a box then it is most likely been separated in transit, if this happens your missing box will be delivered the next working day and lately to clear backlogs even at the weekends. If after 2 working days your missing box hasn’t been received please contact us.
7. I have a opened the box and my order has been damaged.
If you have received a damaged part or parts please take a photo of the damaged and email us along with your order details and we will have the parts replaced free of charge. Turn around time is 1-2 working days on receiving your email.
8. I haven’t received any emails confirming my order or delivery?
Sometimes our emails end up in your Spam or Junk folder, your email is most likely there, please whitelist our email address so you get updates from us in the future. A guide on how to whitelist email address can be found HERE
9. When will an item that is out of stock be back in stock?
Becuase of the volume we are seeing our normal projection models are no longer acuret and we can’t recom
mend a restock level, we would recommend that you enter your email address in the “NOTIFY ME WHEN IN STOCK” box. You will then be notified as soon as the item is back in stock
10. Are you replying to messages left on social media platforms?
No, because of the reduced workforce we cannot monitor all our social media platforms to our usual level. Please contact us through email at firstname.lastname@example.org or call us on 01843 821 128.
11. How do I make a donation to support those who are most affected by the COVID-19 crisis?
Donations to the British Red Cross can be made by clicking here.
*Help and Customer Service *
Tell: 01843 821 128
- Economy Delivery 3-4 working days is £6.99 (Free for orders of £99 or over)
- The same day dispatch cut of time for economy delivery is 1:30 pm Mon – Friday.
- Although we offer free delivery for orders over £99.99 some delivery locations in Northern Scotland can incur a charge.
- All economy delivery orders placed after 1: 30 pm on a Friday or over the weekend will be dispatched the following working day. Normally a Monday
- Our boxes are on the large and heavy side; unfortunately, delivery drivers are not permitted to take them inside your premises.
- If you think you won’t be in on the delivery day, your order can be left someplace safe or with a friendly neighbour. So don’t forget to leave a short message at the checkout.
- All deliveries have online tracking, an email notifying you of dispatch will be sent out with a handy tracking link included.
- For safety reasons, delivery drivers can’t call ahead of time and notify of their estimated arrival.
- Deliveries can be made anytime between 8 am – 7 pm
- Next Working Day anytime between 8 am and 7 pm is £14.99
- Saturday Delivery is £29.97
- All Next Day deliveries have an order cut off time of 1:30 pm, orders placed after this time will be dispatched the next working day.
- All Deliveries including made over the weekend or Holiday will be dispatched the next working day.
- No time like the present, collect your order in person at the Home & Roost HQ located in East Kent
- Just add your products to your shopping basket and choose Local Collection at the checkout.
- We are unable to take payment on location, all orders must be paid for online first.
- If you would like to collect the same day of purchase please contact us on 01843 821 128 to check availability.
- Collections can be made between 9:00 and 17:00 Monday to Friday.
- All collections are made at Home & Roost, Unit 3, The Hanger, The Loop, CT12 5DE
Delivery Terms and Conditions AKA The Boring Bit
Unless stated all Rabbit Hutches, Runs, Dog Kennels and Chicken Coops are delivered flat packed and will require self-assembly.
Same day dispatch products are for orders placed before 1:30 pm on a working day.
Bigger stock items can be delivered in more than one box and can be delivered at separate times of the day (Unless we contact you, we will always dispatch all of your order together. So no need to worry about having different day deliveries)
All deliveries require a signature upon arrival. Items can be left at the chosen address or with a neighbour if instructed by the customer at checkout. Please note that as soon as any items are left at the delivery address, the customer is solely responsible for that item.
If the item is faulty, damaged or a mistake has been made with your order, we will be able to offer you a refund or an exchange within 30 days.
This does not affect, your consumer rights.
In the event that some of the ordered products are not in stock, Home and Roost shall be entitled to provide partial deliveries at its cost provided this is acceptable to the customer.
In the event that Home and Roost is unable to deliver the ordered product because Home and Roost itself is not supplied by its own suppliers, without culpability on the part of Home and Roost, Home and Roost may withdraw from the contract. In such a case, Home and Roost shall inform the customer without delay and propose a comparable product. If a comparable product is not available, or if the customer does not wish to have that product delivered, Home and Roost shall, without delay, reimburse payments made by the customer. Deliveries are free of customs duties within the EU. In the case of delivery in countries outside the EU customs duties, taxes and other levies that may apply shall be borne by the customer.
In the event that supplied products are damaged en route, the Home and Roost customer service is to be contacted, where possible, without delay. As a result, Home and Roost shall have the option of lodging a complaint with the carrier or transport insurer regarding the damage. If the customer fails to provide notification of transport damage, this shall not have any effect whatsoever on the customer’s statutory guarantee rights.
In order to fulfil customer orders Home and Roost needs to pass on the customer email address, and if available a contact phone number to the delivery company authorised to deliver the goods. This forms part of the contract with Home and Roost. The customer does not have the right to object.
Cancellations, returns, refunds, substitutions and collections.
If you change your mind about anything you order, you can cancel that order free of charge so long as you do so within 30 days of receipt of goods. You do not have to provide any reason for cancellation. Goods may be on their way to you. We will cancel any such order without charging you, with the exception that we reserve the right to make a charge for the return of the goods when necessary. In the event of cancellation, we guarantee to refund your money within 30 days. The collection of unwanted or damaged orders when arranged by us, (Home & Roost) can be up to 7 working days. When a return request is placed, the customer will be contacted regarding a suitable time and date for collection. Please ensure that the item (s) are secured back in their original packaging. The customer is responsible for the order’s condition during this time.
Any product covered by the Home and Roost 1 Month Guarantee is liable for a full refund. A qualifying product after 1 month from purchase, is covered by the Home and Roost 1 Year Guarantee. This in titles the customer to an exchange of any part or spare part of the order deemed necessary. Cases which require a full refund will be dealt with on a case by case basis. Products that need to be collected by us the retailer after the first-month guarantee has expired, will incur a charged or be deducted from the refund.
Except in relation to the Products specified in the following paragraphs, you may cancel your order (or any part of it) at any stage before the Products are delivered to you and up to 30 days afterwards. You may do so by simply returning the products by contacting us at email@example.com or on 01843 821128.
You may not cancel your order if the Products consist of perishable items such as food items or due to health and safety reasons or hygiene issues unless such products were damaged or faulty when delivered to you or have been incorrectly delivered.
Some of the Products are excluded from the 30-day return policy and will be marked accordingly when you place your order on the Site.
Where you decide to cancel an order after we have despatched the Products, you will be under a duty to return them to us at your own risk. All such Products should be returned within 21 days after the Products have been delivered to you. Until such time as they are returned, you must retain possession of the Products and take reasonable care of them. You should return the Products to us unused and in the same condition in which you received them together with the original Product packaging by one of the means set out in our Returns Information.
After you cancel your order and return the Products any sum debited by us to your credit/debit card will be refunded less any charges in accordance with these Terms & Conditions. We will notify you of your refund via e-mail within a reasonable period of time. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
Refunds for Products purchased as gifts can only be given to the credit/debit card of the person who placed the order. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of you cancelling your order.
If any Product you purchase is damaged, faulty or incorrect when delivered to you we may offer an exchange or refund as appropriate in accordance with your legal rights. If you believe a product is faulty you should return the Product to us in accordance with the Returns Information. If you have any questions regarding returns please contact us. We will replace the Goods or refund You provided that the defect or fault is not caused by usual wear and tear, damage caused deliberately or accidentally, Your negligence or if You fail to follow product instructions or if the Goods have been misused, altered or repaired without Our approval. If We do not find any fault or defect then Your cancellation and refund rights are limited to those set out in Clauses a. to b. below although this does not affect your statutory rights.
a. We warrant that the Goods which we supply are of satisfactory quality and are fit for the purpose for which Goods of that nature are commonly supplied.
b. If You return Goods to Us for a reason other than if You change Your mind, We will inspect the Goods and either replace them or refund the full purchase price for Goods if we accept that there is a manufacturing defect or other fault in the Goods. This is subject to You returning the Goods to Us within a reasonable period.
Sometimes the Product specifications from the manufacturer may change, in which case we will do our best to offer you a similar alternative. We may experience problems with the supply of certain Products and may therefore supply a substitute of the same of better quality at the same price. If you are not happy with the replacement or substitute you can return it in accordance with our 21 day returns policy.
All sizes and measurements of the Products are approximate but we do try to make sure that they are as accurate as possible.
Our policy on cancellations, returns and refunds does not affect your statutory legal rights.