Frequently Asked Questions

Once your order is placed, we’ll send an order confirmation to the email address you provided. Please check the details carefully and contact us promptly if anything needs correcting.

Please contact us as soon as possible. We’ll always try to help, but once an order has entered fulfilment or specialist delivery has been booked, changes may no longer be possible and carrier costs may already have been incurred.

For larger or specialist deliveries, vehicle space and a delivery slot may be reserved specifically for your order. If delivery cannot be completed because nobody is available at the agreed or notified time, access information is incorrect or incomplete, or delivery is refused without prior agreement, genuine additional carrier and re-delivery charges may apply. We will always explain any charge before arranging a further attempt.

Gift Vouchers are delivered digitally to the recipient email address entered when you order. There is no delivery charge. A printable presentation card is also included so you can print it and place it inside your own card or envelope.

No. Reu, Bear & Rose Gift Vouchers have no expiry date. They can be used across more than one order until the full balance has been spent, and any remaining balance stays available for a future purchase.

No. Gift Vouchers cannot be exchanged or redeemed for cash. They are intended for purchases from Reu, Bear & Rose and can be part-used where the order total is lower than the remaining voucher balance.

Please check the recipient email address carefully before completing your order. If the voucher has not arrived, check the recipient’s junk or spam folder first. If the email address was entered incorrectly or the voucher still cannot be found, contact us and we will investigate and, where appropriate, resend it after confirming the order details. Shop Gift Vouchers.

Standard delivery is £5.95. When an order needs specialist handling, we use one clear basket-based charge: £29.95 up to 35kg combined order weight, £49.00 above 35kg up to 100kg, and £79.00 above 100kg up to 200kg. We keep these customer charges deliberately simpler than the underlying carrier tariff and absorb part of the specialist-delivery cost on many orders. We are not offering free delivery at this stage. Orders above 200kg or requiring individually quoted transport are reviewed before payment.

Most in-stock standard orders are prepared and dispatched within a few working days. Please allow approximately 3–7 working days for standard deliveries unless a different estimate is shown. Specialist deliveries are normally 7–14 working days because the item enters a specialist handling network and the delivery team contacts you directly to arrange a suitable delivery slot. We avoid promising a date until the delivery service has confirmed it.

Reu, Bear & Rose is a UK-based interiors business. We currently deliver to selected UK addresses only. We do not deliver outside the UK. This includes the Channel Islands and all other international destinations. To keep delivery charges clear and avoid unexpected carrier costs, we currently cannot accept online orders to UK postcode areas where additional, variable or specialist carrier charges apply: BT, HS, IM, IV, KA27, KA28, KW, PA20-78, PH17-50, ZE, KA27-28, AB36-38, AB55-56, FK17-21, TR21-25, PO30-41. Larger/two-person items have additional delivery restrictions, including: BT, HS, IM, IV26-99, KA27, KA28, KW, PA15-78, PH19-50, ZE, KA27-28, AB36-38, AB55-56, FK17-21, TR21-25, PO30-41. Checkout checks the delivery country, postcode and the items in your basket before payment is taken.

We do not stack separate delivery fees. Once your basket requires specialist delivery, eligible smaller items in the same order are covered by that single specialist-delivery charge, so we do not add the £5.95 standard fee on top. The charge only moves to the next tier if the combined order weight crosses the next specialist weight band: £29.95 up to 35kg, £49.00 above 35kg up to 100kg, and £79.00 above 100kg up to 200kg.

Yes. For specialist deliveries, please provide accurate contact and access information, including parking restrictions, gates, narrow roads, stairs or lift access where relevant. This helps the delivery team plan safely and reduces the risk of a failed delivery.

Specialist delivery is a premium handling service for products that cannot safely travel through a normal parcel network. The delivery team contacts you directly to arrange the delivery, brings the item to your room of choice, unpacks it and removes the packaging, subject to safe access. Please tell us about stairs, narrow access, parking restrictions, gates or other access constraints when ordering.

Yes. For most online purchases you can tell us that you want to cancel within 14 days of receiving your order, subject to the usual legal exclusions. Change-of-mind returns are customer-funded and must be unused, in original condition, in the original packaging and securely packed. Your statutory rights are not affected.

Please start a return as soon as possible and, where you can, within 48 hours of delivery so we can investigate quickly. The form will ask for clear photographs of the product, the problem and the packaging. Please keep the original packaging while the case is being reviewed. The 48-hour request is designed to help us resolve issues quickly and does not remove your statutory rights.

Start the guided return online. We will identify the safe return method from the item’s weight, dimensions and handling requirements. You pay the return cost for a change-of-mind return. We manage the courier route so fragile, glass, mirror and large items are not sent through an unsuitable parcel network.

No. We do not accept returns in person. Once a return is approved, we will provide the appropriate managed courier process. Our physical returns address is not published online and is only supplied as part of an approved courier label or booking where it is required.

Our orders are fulfilled and dispatched from within the UK through our trusted fulfilment network. For selected products, Reu Bear & Rose works with a trusted fulfilment partner to help us deliver your order efficiently and safely. Some items, packaging or labels may therefore carry our fulfilment partner’s branding. Your order is still placed with, managed by and supported by Reu Bear & Rose, and we remain your point of contact for questions, returns and aftercare.