FAQ

Aftersale

I have an after-sale question, who can help me?
You can contact the retailer where you purchased your products.
I need replacements parts for my Ligne Roset products, can you help?
Please contact your retailer who will be happy to help.
Is it possible to recover a sofa or armchair?
In many cases, covers are available. For a quotation, please contact your local retailer.

Assembly

Can you provide usage and assembly instructions?
These should arrive with your goods. We recommend that the fitting of most articles is undertaken by professional fitters. If you fitter requires these instructions, you can contact your local retailer who will have access to fitting instructions for every product.
I am moving, can you recommend a moving service?
Please contact your retailer who will be happy to advise.

Delivery

Where can you deliver?
We can deliver anywhere in mainland Great Britain, subject to any access restrictions (see further below).
When will delivery take place and will you give me a time slot?
Monday to Friday between 8am and 6pm. The day before the due delivery date, you will be contacted and given a 2 hour time slot during which delivery is intended to take place. We cannot guarantee that delivery will take place during this time slot, but will make every effort to do so.
Who will carry out the delivery?
As with the quality of design and manufacture of our Products, Ligne Roset regards the delivery of your Order as a fundamental part of the service. To maintain our quality standards, your delivery and after sales service will be arranged by an authorized Ligne Roset retailer.
How long will it take to deliver?
This will vary depending on the nature of the item, whether it is in stock and whether you have chosen non-standard features. You will be given an estimated delivery lead time on placing the order. Our delivery team will then contact you around 2 weeks prior to the estimated delivery date in order to arrange a suitable time for delivery. Please note that there may be circumstances outside of our control which affect the lead time and we will endeavour to keep you informed of any changes to the estimated delivery date.
What are the Delivery Charges?

The delivery charge will depend on the value of the order. The final charges will be specified before you finalise your order.


We deliver to mainland UK with the following charges:

  • • For orders of small items such as vases, selected lighting, rugs and accessories the delivery charge is £10.
  • • For large furniture items such tables, cabinets and armchairs the delivery charge is £75.
  • • If the delivery is a mix of large and small items the delivery charge will be £75.
  • • For orders of any item over £2,000 delivery is free.
Can I pick up products from a Ligne Roset store or from your warehouse?
In order to makes things easier for you, we are looking to introduce this option into the Site. Once it becomes available, if you opt for the pick up in-store option on placing the order for certain products, you will be able to pick up the item from one of our retail stores.
What details do I need to confirm prior to delivery?

We will need to confirm all relevant factors to enable us to plan delivery, including access routes, parking restrictions, door frame or window sizes and floor level.

Access restrictions
IMPORTANT NOTE: it is your responsibility to ensure that there is adequate access to your property and to take furniture through any doorways and windows taking note of any restricted access, stairs etc. We will need suitable elevator access to any delivery above the 2nd floor.

If you do not give us complete information prior to delivery and we are subsequently unable to complete delivery or arrange redelivery to a suitable location because of problems with access, the order may be cancelled and you may be responsible for the Delivery Charges and, depending on the nature of the Product, for up to 20% of the cost of the Product.

Do you deliver multiple item orders by instalments or in one delivery?
We will usually deliver items in one delivery.
How will my Product(s) be delivered?
Your Product(s) will be delivered in the original wrapping by one or two of our delivery persons, depending on the size and nature of the Product(s).
Will you unwrap the Products?
We will unwrap Products where requested.
Will I need to help carry furniture?
No, delivery will be carried out by 1 or 2 of our delivery team, depending on the nature of the products. We will take the goods to the room of your choice provided that there is suitable access.
Will you fit furniture?
Specialised fitting is required for some cabinet lines. If required, the price of this service will be quoted during the check-out process.
Will you take away any unwanted wrapping?
No, we regret that we are not able to take away any unwanted wrapping.
What happens if I am not at home when you attempt delivery?

We will contact you in order to arrange redelivery. Without prejudice to any other rights of remedies we may have, you may be liable for further delivery charges. You may also be liable for storage fees if we are unable to rearrange within a further six weeks. You will need to pay any additional charges prior to redelivery.

If you fail to take delivery because you have cancelled your order under the Distance Selling Regulations, we will refund or re-credit you within 30 days for any sums you have paid for the Order, less any Delivery Charges.
What will I need to sign on receipt of the Products?
You will need to sign an Acknowledgment of Receipt. This will need to be signed by a competent adult over 18 years of age. You should check the Product for any damage or fault prior to signing this. For this reason, we recommend that you are present to take delivery of the Product. If you are asking someone to accept delivery on your behalf, please make them aware of this and ask them to check the Product before signing the Acknowledgment of Receipt.
What should I do if I discover any damage to the Product on unwrapping it?
You should contact us immediately and we will investigate what action will be taken depending on the circumstances.

Designer

I am designer and would like to have my designs considered by Ligne Roset. Who should I contact?
Please e-mail your contact details and details of your store. We will be in touch to discuss this further.

Employment Opportunities

I would like to work for Ligne Roset, are there any vacancies?
Please view current vacancies.
Alternatively e-mail your CV speculatively.

Potential Retailers

I would like to become a retailer for Ligne Roset who should I contact?
Please e-mail your contact details and details of your store. We will be in touch to discuss this further.

Pre-purchase

How can I receive a Ligne Roset catalogue?
To view our range of products either:
Protect the environment and download an electronic version of the catalogue.
Visit your nearest store for your 2020 catalogue.
How can I find the price of an item?
At Ligne Roset we believe in providing you with as much choice as possible for each model so that you can make each purchase a completely personal and individual one. For example, with the Feng range there are 18 different options for the sofa itself (including choice of feet) 38 fabric choices which range in price from grade E to grade X and on average forty different colour options.
It is unlikely there will ever be two people with exactly the same sofa! For expert help and advise on all options available to you, you will need to speak to your local retailer who also be able to provide you with comprehensive information regarding pricing.
Where is my nearest distributor?
See our Distributor section for your nearest Ligne Roset Distributor.

Press/Media

I am a member of the press and would like to find out more about Ligne Roset. Do you have a PR agency?
Yes we do. Chloé Gentil handles our public relations, please e-mail her and she will be in touch shortly.
I would like to feature Ligne Roset in a film/television/exhibition who should I contact?
Chloé Gentil looks after all PR, please e-mail her and she will be in touch shortly.

Product Care

Where can I find cleaning instructions?
General Instructions should arrive with your goods. We recommend that most cleaning is undertaken by a professional upholstery dry cleaner.
For further information contact your local retailer or please see the Downloadable pdf cleaning guides:

Product Information

How accurate are the images on the Site?
We have made every effort to ensure that you get an accurate illustration of our Products on the Site. However, each image should be viewed in conjunction with the descriptive text and may be limited by screen settings, software, printer settings etc. If you would like a better indication of the colour of a Product, we recommend that you order a sample swatch (up to a maximum of 6 per household).

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At Ligne Roset we believe in providing you with as much choice as possible for each model so that you can make each purchase a completely personal and individual one. For example, with the Feng range there are 18 different options for the sofa itself (including choice of feet) 38 fabric choices which range in price from grade E to grade X and on average forty different colour options. It is unlikely there will ever be two people with exactly the same sofa! For expert help and advise on all options available to you, you will need to speak to your local retailer who also be able to provide you with comprehensive information regarding pricing.
Ligne Roset is committed to respecting your privacy. We use the information we collect about you to process orders and to provide a more personalized shopping experience. We will not sell or disclose any information that identifies you to a third party if requested. In addition, when you place an order with Ligne Roset your personal information and credit card information are secured.

Please inspect your purchase immediately upon delivery. If an item is damaged or unsatisfactory our local retailer in charge of your order will work with you to resolve the issue to your satisfaction with expert product repair, parts replacement or an exchange. You may also contact us via e-mail at admin@ligne-roset.co.uk. If you receive a damaged, defective or incorrect item, we will work with you to make things right.

Quick ship products:
A non-refundable fee of 20% applies to returns, cancellations or changes on quick ship products. Full refunds are only given if the order is cancelled within 48 hours of the order being placed.

White Glove Delivery Service charges are not refundable.

Returns are accepted only at the warehouse of your local retailer. No returns will be accepted at the store location itself. To make a return, complete the return form here and attach images of your piece, prepay the postage, and insure each package and ship to the address your local retailer will communicate to you or you can email us at admin@ligne-roset.co.uk.

Made to Order Products:
We do not accept any returns or exchanges on made to order furniture, this includes products not included in quick ship and/or custom (your choice of finish and fabric) products.

Cancellation of an order can only be done within 48 hours of the order being placed. If you wish to cancel an order, please fill out a Cancellation form and e-mail to admin@ligne-roset.co.uk.

This return policy is only valid for items purchased on the official Ligne Roset e-commerce website for the UK market.

Please be aware that furniture is susceptible to damage during transit. We take great care to pack shipments so that they will arrive safely, so be sure to retain the original packing materials, original receipt and all merchandise tags for any item that you wish to return to us. You may have to provide supplementary packing materials if the outer carton has been worn during the original trip out to you.

Delayed Delivery Service:
If there is a specific time period when you may not be able to accept delivery, please contact your local distributor. Items stored for more than 30 days will be subject to a 10% retail fee for monthly storage.
We stand behind the quality of everything we sell. Your satisfaction with our products is of the utmost importance to us. We make every effort to select and sell products constructed of premium materials built by highly skilled people to exacting standards.

If there is a problem with your order, contact your local Ligne Roset showroom or our Customer Service team at admin@ligne-roset.co.uk within three (3) days of receipt. If you receive a damaged, defective or incorrect item, we will work with you to make things right.

If you wish to return an item, your refund will be reduced by a restocking charge equal to 10% of the purchase price and you will be responsible for outbound and return shipping and delivery charges. Returns must be received in original condition within 30 days. Credit card orders will receive refunds in the form of a credit back to the original account. Check and cash payments will be returned via a refund check or Ligne Roset Merchandise Credit.

White Glove Delivery Service charges are not refundable. We do not accept any returns or exchanges on custom or special order furniture. This return policy is only valid for items purchased on the official Ligne Roset website.

If you have any questions, please contact us at admin@ligne-roset.co.uk.

Ligne Roset is committed to respecting your privacy. We use the information we collect about you to process orders and to provide a more personalized shopping experience. We will not sell or disclose any information that identifies you to a third party if requested. In addition, when you place an order with Ligne Roset your personal information and credit card information are secured.

Please inspect your purchase immediately upon delivery. If an item is damaged or unsatisfactory our local retailer in charge of your order will work with you to resolve the issue to your satisfaction with expert product repair, parts replacement or an exchange. You may also contact us via e-mail at admin@ligne-roset.co.uk. If you receive a damaged, defective or incorrect item, we will work with you to make things right.

Quick ship products:
A non-refundable fee of 20% applies to returns, cancellations or changes on quick ship products. Full refunds are only given if the order is cancelled within 48 hours of the order being placed.

White Glove Delivery Service charges are not refundable.

Returns are accepted only at the warehouse of your local retailer. No returns will be accepted at the store location itself. To make a return, complete the return form and attach images of your piece, prepay the postage, and insure each package and ship to the address your local retailer will communicate to you or you can email us at admin@ligne-roset.co.uk.

Made to Order Products:
We do not accept any returns or exchanges on made to order furniture, this includes products not included in quick ship and/or custom (your choice of finish and fabric) products.

Cancellation of an order can only be done within 48 hours of the order being placed. If you wish to cancel an order, please fill out a Cancellation form and e-mail to admin@ligne-roset.co.uk.

This return policy is only valid for items purchased on the official Ligne Roset e-commerce website for the UK market.

Please be aware that furniture is susceptible to damage during transit. We take great care to pack shipments so that they will arrive safely, so be sure to retain the original packing materials, original receipt and all merchandise tags for any item that you wish to return to us. You may have to provide supplementary packing materials if the outer carton has been worn during the original trip out to you.
 
Delayed Delivery Service:
If there is a specific time period when you may not be able to accept delivery, please contact your local distributor. Items stored for more than 30 days will be subject to a 10% retail fee for monthly storage.
At Ligne Roset we believe in providing you with as much choice as possible for each model so that you can make each purchase a completely personal and individual one. For example, with the Feng range there are 18 different options for the sofa itself (including choice of feet) 38 fabric choices which range in price from grade E to grade X and on average forty different colour options. It is unlikely there will ever be two people with exactly the same sofa! For expert help and advise on all options available to you, you will need to speak to your local retailer who also be able to provide you with comprehensive information regarding pricing.