Delivery, Returns & Guarantee
Guarantee
Our Policy is Buy Now and Keep Forever which is why we offer a Lifetime Guarantee.
Returns
We have a No Quibble 90 Day Returns Policy for either replacement or refund. Goods must be returned undamaged including the original packaging free of any marks or tears.
For Orders placed by Architects and Interior Designers, we only accept returns for a faulty item. We do not offer SOR.
Returns postage is at the purchasers expense.
Please include your order number and a note stating whether you would like a refund or a replacement.
Our Returns address is:
Addison Ross Ltd
Wooler Industrial Estate
Berwick Rd
Wooler
Northumberland NE71 6AH UK
We are working tirelessly to provide free delivery across the globe, so far we can offer free delivery in the UK, to the USA and Europe.
UK Delivery
We offer Free Next Working Day Delivery for all UK orders placed before 12.00. We use DPD.
If you order before midday on Thursday morning your order should be delivered on Friday. If you order before midday on Friday morning your order should be delivered on Monday. Please note that for UK deliveries if you place an order on a Saturday or a Sunday the order will not be processed until Monday morning. This means your delivery will typically arrive on Tuesday.
We provide a Waybill tracking code for every shipment.
EU Orders
We offer 2 Working Day Delivery for all EU orders placed before 12.00. The cost is FREE with DHL couriers.
If you order before midday on Thursday morning your order should be delivered on Monday. If you order before midday on Friday morning your order should be delivered on Tuesday. Please note that for EU deliveries if you place an order on a Saturday or a Sunday the order will not be processed until Monday morning. This means your delivery will typically arrive on Wednesday.
We provide a Waybill tracking code for every shipment.
International Orders
We offer Free delivery to the USA. Delivery takes between 1 and 3 days
We are delighted to be able to offer to deliver your order to most parts of the world. R/W By DHL Courier £25
Depending on your country orders may be subject to an import Duty & possible Sales tax at point of entry; these charges are the purchaser's liability and must be paid by the purchaser.
We provide a Waybill tracking code for every shipment.
Interior Designers & Designers Returns
Interior Designers using Designer Offer codes may not return items purchased unless they have been received damaged.
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How do I make a return?
We offer a no quibble 90 day returns policy. Please send your items back to us with a refund request at: Addison Ross, Wooler Industrial Estate, Berwick Rd, Wooler, Northumberland, NE71 6AH, UK Please make sure to request a proof of delivery service from your chosen method of postage/courier.
What if my item is faulty or damaged?
Please email us with an image of your product and description of the issue to sales@addisonross.com and we will be happy to help. Please allow up to 24 hours for a response.
Is my product guaranteed?
We are so confident in our products that we offer a lifetime guarantee. Please email us if you have any issues. Sales@addisonross.com
The product I want is out of stock, when will it come back?
We strive to keep everything in stock all the time however sometimes our products are simply too popular! Please click the Email Me When Available button on the product page to be notified as soon as this product is back in stock. Depending on the product this could take between a week and 3 months, if you need to know, please email us and we will find out for you.
Where is my delivery?
We use DPD for our UK deliveries and DHL for our USA and Rest of the World Deliveries. We aim to ship all of our orders from our warehouse within 24 hours, once the order has left our premises you should receive tracking notification from the courier. Once the order is in the hands of the courier it is over to them, so queries should go directly through their tracking app however they promise us a 1-2 day service depending on what time of day you place your order. (ie before 2pm GMT)
What countries do you ship to?
We ship Worldwide!
How long will my order take to arrive?
We offer a next day service for orders placed before 2pm GMT. All other orders can take 2-3 working days.
Will I have to pay tax or import duty on orders going into my country?
For Europe & USA we cover the cost of import taxes and duty. All other countries, fees may apply, please email us and we will let you know. sales@addisonross.com
How do I check if my photo has uploaded properly?
A thumbnail of your image should appear next to your chosen frame on the checkout page. If it’s not there you may have forgotten to click on confirm and add to basket, please try again.
What does Lifetime Guarantee mean?
If your item stops working we are more than happy to replace it. If the item has been discontinued we will replace with a similar item. Please note the guarantee does not cover general wear and tear or accidental damages, for example dropping, chipping or scratching.
What Does 4 for 3 mean?
If you choose any 4 products from our website you will receive the lowest price item for free. You will need to type in the code 443 at checkout. Please note you cannot use this code in conjunction with other offer codes.
Can I use more than 2 offer code?
You cannot use more than one offer code per order.