Help and FAQs

Get In Touch
My Order
Product Enquiries
Delivery
My Account
Payment & Discounts
Returns & Refunds
Trade Enquiries

Get In Touch

Can i speak to someone on the phone?

We are best reached on either live chat or email but if you do wish to speak to us then please message and request a call back or call 0333 939 8171 and one of our team will be happy to help. Please note that our team are on hand to answer your calls during the following times:

Monday to Friday: 10:00am – 6:00pm
Saturday: Closed
Sunday: Closed

If you don’t catch us on the phone then please fill in our contact form at https://www.roobba.com/contact/ and one of our customer service team will get back to you as soon as possible.

How do I get in contact out of hours?

We are a 24hr business but sometimes we do need some sleep! If you don’t catch us on live chat or email then please fill in our contact form at https://www.roobba.com/contact/ and one of our customer service team will get back to you as soon as possible.

How do i get in touch about a trade order

Please complete the form at https://www.roobba.com/trade/ and one of our trade team will get in touch.

My Order

Where is my Order?

The dispatch times can be found on the website on the individual product pages next to the little van icon. Most of our items are expertly handmade to order and follow our 8-10 week dispatch times. If the item is in stock it should be dispatched in 1-2 weeks and this will be shown on the product page at time of order.

I haven’t received an order confirmation email

Please check your “Junk” box, sometimes they end up there! You can also log in to “My Account” to see the confirmation and check the status of your order. If this shows as processing then your order is in manufacture.

Can I get my order quicker?

We manufacture our products as they get ordered. We do this to ensure we can quality check the furniture and give you the best, for less.

Product Enquiries

What is your Warranty?

To ensure peace of mind, we offer a warranty of up to 5 years on structural elements, covering the integrity of frames and internal components. Upholstery, fabrics, and surface finishes are covered for 1 year from the date of delivery. Please refer to the Warranty Policy for more information.

Can we adjust the lighting when we fit it?

We advise you to please ask a qualified electrician to do this. Please note that any alterations will void the returns policy.

Can we use LED bulbs in your lighting?

Yes you can! We do advise you to please use a qualified electrician when fitting your lights.

Can I adjust the furniture?

We don’t recommend adjusting the furniture as it has been manufactured in that way. Please note that any alterations will void the returns policy.

Can I request a fabric sample?

Yes, please click here to request a fabric sample!

Do I have to buy pairs of chairs? Or can I purchase them individually?

We offer our chairs individually so you can purchase any number you need! We know sometimes you may need an odd number so that’s why we’re flexible. We have a range of chairs you can order individually.

Are most of your furniture assembled?

Yes! We are really proud of this. All of our chairs and storage are fully assembled. Our sofas are all assembled but parts may need slotting together. Our dining tables require some basic assembly and the top will arrive separate from the base. Please refer to each product page which will tell you if it comes assembled or will need assembly.

Where are ROOBBA’s products manufactured?

All of our products are designed in London and proudly manufactured in Europe.

Will my furniture fit?

That’s an important question! Please check the dimensions of the product against any tight spaces or doorways. If you have any questions please get in touch!

Do you have variation of colours for the same product?

All the colour options of our products are on the website and come as you see them. We are always working to bring you more colour options and expand our range!

What are the dimensions of a product?

You can find all the dimensions on each individual product page in the “Details” section.

Do I need a left or right hand corner sofa?

A right facing corner sofa has the ottoman or extension on right-hand side when facing the sofa (see below).

A left facing corner sofa has the ottoman or extension on left-hand side when facing the sofa (see below).

Please select ‘left’ or ‘right’ as applicable when ordering your corner sofa.

Do you do Dining Table and Chair sets?

Visit “Shop The Look” where you can find sets of dining tables and chairs as well as living room sets. You can shop these bundles and receive additional discounts.

What do the sofa dimensions refer to?

For all corner sofas there are 2 depths shown, one is the depth of the main sofa and the longer is the depth of the chaise.

For 2 and 3-seater sofas please use the following guide to explain what each dimension refers to.

Delivery

How fast is delivery?

We always want it to be as fast as possible! Each product will have their own delivery time. The dispatch time for each product will be shown on their product page, and then delivery is usually within 7 working days after dispatch, or 14 days for Northern Ireland & The Republic of Ireland.

How can I change my delivery address?

After ordering you can change your address but getting in contact with us. If you’re item has been dispatched, and you’re concerned the address is not correct, please do contact us straightaway and we’ll sort it out for you.

Will all my items be delivered at the same time?

This depends on what products you choose! Some products have different delivery times so we will send you your products as soon as they’re ready. We always aim to get items to you as quickly as possible and hence sometimes split orders into multiple deliveries.

Can I provide additional delivery instructions?

Yes you can! Please get in touch to add these.

Can I track my order?

Yes you can, once your item has been dispatched you will receive a unique consignment/tracking number with our dedicated delivery partners.

How can I contact your delivery company?

Once your item has been dispatched, you will receive details of one of our delivery partners and you can contact them via email or phone.

How do I know when my delivery will arrive?

Once your item has been dispatched, the dedicated delivery partner will contact you and send you details of delivery date. Closer to the time, you will be given a time slot. You can contact the delivery partner to arrange or provide further details.

What are your delivery charges?

Please check out DELIVERY page for all delivery charges depending on your location. The delivery charges will automatically be added at checkout and is based on your total order amount:

How will my item(s) be delivered?

We have a selection of trusted delivery partners. The delivery partner is dependent on the size and weight of your items.

All of our sofas and chairs come fully assembled for you. Our dining tables are delivered in parts to ensure safe transit and will require some basic assembly. Our delivery teams will always place the item in the room of choice for you but we do not offer any unpacking or assembly services for our items. If you require these please get in touch as we can offer these at an additional cost.

Please get in touch if you need any further information on this.

Where do you ship to?

We currently deliver to England, Scotland and Wales as normal. We are now also proud to offer delivery to Northern Ireland & The Republic of Ireland. For deliveries to the Channel Islands please get in touch before ordering.

For any deliveries outside of these areas you are welcome to arrange your own shipping and have the items collected from one of our UK depots. Please note that you will be entirely responsible for this and we cannot take any responsibility for issues with delivery or any damage that could occur. All items will be thoroughly checked before leaving our depot and we can provide a full report on request should this be necessary.

Do you deliver to the Channel Islands or Ireland?

We are now also proud to offer delivery to Northern Ireland & The Republic of Ireland. For deliveries to the Channel Islands please get in touch before ordering as we have to make special arrangements.

Will the delivery partners dismantle and remove my old furniture?

Unfortunately we do not take away other items of furniture.

What does 'dispatched in' mean on the product page?

A product is marked as dispatched once it is handed over to our delivery partners in the UK – either DPD, UPS or a premium delivery partner. Delivery time from that point will depend on the courier but they will be in touch to let you know the expected date.

Delivery Times After Dispatch:

DPD/UPS -24-48hrs

Premium Delivery Partner – Up to 7 working days

Ireland Deliveries – Up to 14 working days

My Account

How do I access and manage my account?

If you see the little icons at the top of the page, there is an icon that says “Account”. If you click on this, you will be able to access and then manage your account. Your Wishlist is also located here.

Why has my payment failed?

We advise making sure your card is one that we accept (please find this information in the “How can I pay for my order” question) and also that all your card details and billing details are correct and match up. If it continues not to work, please contact your bank or one of our team.

How do I change my personal details?

Please log into your account and you can edit your details within the Account menu option!

Payment & Discounts

How do I use my promo code?

We love discount codes! You will receive this promo code via email. Please enter your code at the checkout to enjoy the promotion. If you have a free delivery code then you will have to input it and select free delivery in the totals section.

Please refer to our main Terms & Conditions.

Are my card details secure?

Absolutely, all card details are fully secure and processed by Stripe, and we don’t store your full details.

How can I pay for my order?

We accept all major credit and debit cards including Visa Credit, Visa Debit, Mastercard and American Express as well as and Paypal including Paypal Pay in 3 & Paypal Credit. We are now proud to also offer Clearpay which offers Pay in 4 as well as Affirm for longer payment plans.

Can I pay in Installments?

Yes we offer Clearpay, Paypal and Affirm.

Please note: If you are purchasing a membership, you must check out with the membership first, then log in and complete a second checkout for your products.

Clearpay
Clearpay lets you split your purchase into 4 interest-free payments, taken automatically every two weeks. You’ll pay the first instalment at checkout and the rest over six weeks. Available for orders up to £1,200, subject to approval. To use Clearpay, you must be 18+, a UK resident, and have a UK debit or credit card.

Affirm
Affirm offers flexible monthly payment plans for UK customers, with terms typically ranging from 3 to 18 months. You’ll see your monthly options and total cost upfront, with no hidden fees. Financing is subject to approval and available on orders up to £5,000, depending on eligibility.

Paypal

PayPal offers two flexible payment options at checkout:

Pay in 3: Split your purchase into 3 interest-free payments over two months. Available on eligible purchases from £30 to £2,000, subject to approval.
PayPal Credit: Spread the cost with monthly payments. On eligible purchases over £99, you can enjoy 0% interest for 4 months. Longer-term options may involve interest.

Both options are subject to status and offered by PayPal. You’ll see your available choices when you select PayPal at checkout.

Returns & Refunds

I would like to return my order.

We’re sorry to hear that. You can return your product within 14 days of delivery for a full refund. We will arrange a return collection from you and this must be within 14 days of delivery. In order to return your product, they must be completely unused and in the same condition as you received them and they must be packed away in the same packaging. All internal packing must be intact and as it was upon delivery and the box should be securely taped shut as it was upon delivery. You will have to disassemble your product if necessary and package it again so that our delivery partners can collect it. We will require photos of the items prior to collection and further instructions will be emailed to you. Please note we cannot accept returns without the original packaging so please retain this.

Please note, we do not accept returns after 14 days. We also reserve the right to charge a £25 per product repacking fee if items are not returned back to us in their original condition as outlined above.

Please email us at [email protected] to arrange this.

If the product is damaged or faulty, please contact us within 48hours of receipt and send us details so that we can fix this for you.

For exchanges or changes of items all products must be returned to us in exactly the same way they are delivered to you with all internal packaging and boxes. We cannot accept any exchange without the original packaging so please retain this.

If I want to return my item, how much are the collection fees?

We do not believe in charging fees for returns so this is completely free. Please note that we will deduct the original delivery charge from your refund.

Can I cancel my order?

We hope this rarely ever happens but we understand if you need to change your mind.

For our standard products you are able to cancel within 14 days of placing the order, after which you must receive the delivery and then of course you are welcome to return should the items no longer meet your requirements.

How will you refund me?

All refunds must go onto the original payment method used. Refunds can take up to 15 working days from receipt of goods depending on your bank or card issuer.

My item has been delivered damaged/faulty

We hope this rarely ever happens. We’re sorry if this is the case. Please contact us with photos and details of the fault/damage within 48hours of delivery and we’ll find the best way to solve this situation as quickly as possible. We will always offer the chance to return or replace the item, kindly note we are unable to offer compensation if the item is replaced.

If you do wish to return, please ensure to keep the boxes so that the items can be returned. If you would like an exchange you are welcome to dispose of any packaging as the delivery team will handle this when they bring your new item.

Please also note that our items are all completely handmade by our craftsmen and women in our factories in Europe and with handmade items there can be some variance in the final finish and a small amount of tolerance with positioning in the frames, and this information can be found in our terms. This would not be deemed as a fault/damage but if you unsure please just get in touch and we are always delighted to assist.

Trade Enquiries

How can I create a Trade Account?

If you are a company or an industry professional, we can offer you a trade account. If you click on the “Trade” icon at the top of the page, we’d be happy to assist.

Do you offer Trade Discounts?

We do offer Trade Discounts, this is dependent on the quantity of the order. Please speak to one of our Trade Team who will be happy to help. You can either click on the “Trade” icon at the top of the page and fill out the form, or send us an email to [email protected]