Delivery and Returns – Home & Roost

Delivery and Returns

🕛 Order before 12:30pm to guarantee Next Working Day Delivery*

Non- Standard Extra Delivery Charges


💪 Can I collect from you in person?

No time like the present, collect your order in person at the Home & Roost HQ located in East Kent and if the weather’s nice pop down to the beach and get an ice cream!🍦
  • Please ring us on 01843 263828 to pay for your order over the phone and bypass the delivery charge. We will then gather your order and let you know when it is ready.
  • Collections can be made between 09:00 and 17:00 Monday to Friday.
  • All collections are made at Home & Roost, Unit 3, The Hanger, The Loop, CT12 5DE.
  • What3Words: skid | myth | surprised

☀️ Are you open Weekend & Bank Holidyas?

  • Home & Roost are closed over weekends and bank holiday weekends
  • Orders made after 12:30 on the last working day before a national holiday will be dispatched the next working day, normally a Monday.
  • Whilst we will endeavour to deliver as soon as possible after the holidays there can sometimes be a build-up of orders, these can sometimes create delays of at least one working day. If you’ve made an order just before or during a holiday period and have any questions regarding the delivery please get in contact with us HERE

Returns and Refunds

🔙 How do I return a product?

Easy, Juts give us a call, email or live chat us and tell us you wish to return your order.

30 Day Guarantee

If its within the 30 Guarantee we will arrange the return free of charge and issue a full refund on the original payment method.

5 Year Warranty

Any problem you have with your product in its long life we will do everything we can to help you maintain it. New parts as well as service guides are all availible for our customers.

How long will it take to receive my refund?

Refunds are processed within 7 days from when we receive the item(s).

📦 My order has been delivered but is missing a box? Do you send complete orders?

Sometimes delivery drivers make a mistake and leave one of the parcels in their van. 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.

🏴󠁧󠁢󠁳󠁣󠁴󠁿 I live in Scotland, which is in the UK. Why do I have to pay so much for delivery?

Some areas of Scotland and the surrounding Islands incur a subsidised surcharge for delivery and shipping costs are calculated at the checkout. If you would like to talk to us about your delivery address, and what you would like to order we would be happy to check the delivery costs with you. Please call us on us on 01843 263828

🎯 Why does my tracking email say The Hutch Company?

Home & Roost is the sister company of The Hutch Company, so please do not be concerned if your tracking information shows as being delivered from The Hutch Company, we are one and the same.

🗣️ 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 for delivery and are waiting in our loading bay ready to be collected. Sometimes courier companies like DPD, DHL or Evri will send you an email with the tracking link. Because it has yet to be collected from us the tracking says it’s still waiting. The tracking will update later that evening.

💥 I have opened the box and my order has been damaged.

We’re really sorry if your order’s been damaged in transit, we will do everything we can to put it right! 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 generally 1-2 working days on receiving your email.

📧 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 addresses can be found HERE