Shipping policy

Delivery Times

We aim to dispatch and deliver every order as quickly and reliably as possible.

The estimated delivery time and any applicable order cut-off time are shown in the delivery information on each product page. Orders placed before the stated cut-off time will normally be dispatched on the same working day. Orders placed after the cut-off time will normally be processed on the next working day.

All delivery dates and times are estimates unless we expressly agree a guaranteed delivery date with you.

Delivery remains subject to:

  • product availability;

  • successful payment and security checks;

  • carrier operating schedules;

  • delivery location;

  • access to the delivery address; and

  • events outside our reasonable control.

Some products may be dispatched directly from a manufacturer, warehouse or fulfilment partner. If your order contains multiple products, they may be dispatched separately and arrive at different times.

Unless otherwise stated, delivery estimates are calculated in working days and exclude weekends and public holidays.

Delivery Services and Charges

Available delivery services and any applicable charges will be shown on the product page or during checkout before you place your order.

Where Next Working Day delivery is displayed, this refers to the delivery service used and is subject to the stated cut-off time, stock availability and carrier performance. It is not a guaranteed delivery date unless expressly described as guaranteed.

Where a delivery charge applies, it may be based on the size, weight, quantity and delivery destination of the products ordered.

Weekend Orders

We do not process or dispatch orders on Saturdays, Sundays or public holidays.

Orders placed after the stated cut-off time on a Friday, or at any time during the weekend, will be processed on the next working day.

A carrier may deliver during a weekend where this forms part of its normal delivery service, but weekend delivery is not guaranteed unless specifically offered and selected.

Christmas and Bank Holiday Deliveries

Carriers and fulfilment partners may operate reduced schedules over Christmas, New Year and other public holiday periods.

Orders placed during these periods may take longer than the delivery estimate shown under normal operating conditions.

Any seasonal dispatch deadlines or temporary delivery arrangements will be displayed on our website where available.

Delivery Areas

We currently deliver to the areas shown as available during checkout.

Some products, delivery services or carrier options may not be available to every postcode or region. Additional charges or longer delivery times may apply to remote locations, islands or areas outside standard carrier delivery zones.

If we are unable to deliver an order to your address, we will contact you and provide an appropriate solution, which may include offering an alternative service or cancelling and refunding the affected item.

Receiving Your Delivery

Deliveries are made to the address provided when the order was placed.

You are responsible for ensuring that:

  • the delivery address is complete and accurate;
  • any access restrictions are disclosed where relevant;
  • someone is available to receive the delivery where required; and
  • the products can be safely delivered through the available access points.

Depending on the product and carrier, delivery may be made to the kerbside, building entrance, doorstep or another accessible point at the delivery address. Unless expressly stated otherwise, delivery does not include carrying products inside the property, carrying products upstairs, unpacking, positioning or installation.

Larger or heavier products may require assistance to move safely after delivery. Please arrange suitable help before the delivery arrives.

Some deliveries may require a signature, photograph, delivery code or other confirmation of receipt.

Risk and Responsibility

Products remain at our risk until they come into the physical possession of you or a person identified by you to receive them.

If you independently appoint a carrier that was not offered or arranged by us, responsibility may pass when the goods are handed to that carrier, as permitted by law.

A signature, photograph or carrier delivery confirmation may be used as evidence that delivery was completed, but it does not affect your statutory rights if an item is subsequently found to be faulty, damaged, incorrect or missing.

Missed of Failed Deliveries

If nobody is available to receive the delivery, the carrier may:

  • attempt redelivery;
  • leave the parcel in a safe place;
  • deliver it to a neighbour or collection point; or
  • return it to the sender.

The available options depend on the carrier and the delivery service used.

If a delivery fails because the address provided was incorrect, access was unavailable, delivery was repeatedly refused or the order was not collected from a designated collection point, we may charge the reasonable cost of redelivery or return to sender.

We will contact you before arranging any chargeable redelivery where reasonably possible.

If the delivery is returned back to us, we will refund you immediately but reserve the right to deduct any subsequent costs that may have been incurred.

Delivery to Safe Place or Neighbour

Where you instruct the carrier to leave an order in a safe place, with a neighbour or at another nominated location, the order will be treated as delivered when it is left in accordance with those instructions.

Please only select a location that is secure, sheltered and suitable for the size and nature of the products.

If a carrier leaves an order somewhere without your authority and it cannot be located, contact us so that we can investigate the delivery.

Inspecting Your Order

Please inspect your order as soon as reasonably possible after delivery and before arranging installation.

Check that:

  • all expected products have arrived;
  • the quantity is correct;
  • the model, size, finish and configuration are correct;
  • all components and accessories are present; and
  • there are no visible signs of damage.

Please notify us promptly if an item is damaged, missing, incomplete or incorrect. Where reasonably possible, report delivery issues within 48 hours and provide photographs of:

  • the product;
  • the damage or issue;
  • the external packaging;
  • the internal packaging; and
  • the shipping label.

Reporting an issue promptly allows us to investigate it with the carrier and arrange a resolution more efficiently. Failure to report an issue within 48 hours does not remove your statutory rights.

Please retain all packaging until the order has been checked and any reported delivery issue has been resolved.

Do not install a visibly damaged, incomplete or incorrect product.

Damaged Items

If an item arrives damaged, submit a return or support request through your House of Russo account or contact support@houseofrusso.com.

Please retain the item and its packaging while we investigate the damage.

Depending on the circumstances, we may arrange:

  • delivery of a replacement;
  • delivery of a missing component;
  • collection of the damaged product;
  • a repair;
  • a price reduction; or
  • a refund.

Where an item presents a safety risk, such as severely broken glass, we may ask you to dispose of it safely rather than return it. Do not dispose of a damaged item unless we have confirmed this in writing.

Installation and Tradespeople

We strongly recommend that you do not book an installer or other tradesperson until:

  • your entire order has arrived;
  • every item has been fully inspected;
  • all components are present;
  • the products are visibly undamaged; and
  • you have confirmed that the products are suitable for the intended installation.

Delivery estimates are not guaranteed unless expressly stated otherwise.

House of Russo is not responsible merely because an estimated delivery date changes for installer charges, missed appointments, project delays, removal costs or other costs incurred before the products have been received and checked.

Nothing in this policy excludes or limits liability that cannot lawfully be excluded, including liability for reasonably foreseeable losses arising from our breach of contract where applicable.

Delivery Delays

If delivery is delayed, we will take reasonable steps to keep you informed and minimise the delay.

Unless another delivery period has been agreed, UK consumer orders will be delivered without undue delay and normally within 30 days of the contract being formed.

If we cannot deliver within an agreed essential delivery period, or within a reasonable additional period requested by you, you may have the right to cancel the affected order and receive a refund.

We are not responsible for delays caused by events outside our reasonable control, including severe weather, carrier disruption, industrial action, customs delays, transport interruptions or other exceptional events. This does not affect any statutory right you may have to cancel due to late delivery.

Changing a Delivery Address

Contact us as soon as possible if you need to change your delivery address.

We cannot guarantee that an address can be changed once an order has been accepted or entered the dispatch process.

For security reasons, we may require additional verification before approving an address change. Some payment providers, manufacturers or carriers may not permit an address to be changed after an order has been submitted.

Contact Us

For delivery enquiries, contact:

House of Russo Limited
Email: support@houseofrusso.com