Store Policy

Shipping Policy

While the vast majority of orders arrive within the estimated lead times, shipping times are provided as good-faith estimates from our third-party carriers and may vary due to unforeseen factors during transit.  Rovelab.com is not responsible for any loss, damage, cost, or expense resulting from delays in shipment or delivery.

Shipping Lead Times

In stock orders: Orders are estimated to take 2-4 business days for delivery.  Please allow 1-3 business days for processing after the order is submitted to the warehouse.  Once collected, the UPS tracking page will provide a more accurate delivery estimate for your area.

Pre-order orders: The estimated arrival window for the stock reaching our warehouse is displayed on the product page and included in your order confirmation.  Once the stock arrives to the warehouse, the shipping time to your address will take an additional 2-4 business days via UPS.

Combination orders:  If your order contains a combination of in-stock and pre-order products, the items will be shipped out as they are available.

• The free item will always be shipped together with the main product, even if the free item is currently in stock.
• If your primary product is on backorder or subject to delayed shipping, the free item will be sent at the same time as the main product.
• We are unable to ship free promotional items separately.

If you have any questions about the lead time for your order, please contact our Lab for further information - hello@rovelab.uk.

Can I schedule a delivery appointment?

With UPS, the best part is no appointments are necessary - the estimated delivery date will be shown on the tracking page.  UPS typically delivers parcels on weekdays (Monday to Friday) between 9:00 AM and 7:00 PM.

If you’d like more control, you can sign up for UPS My Choice.  This is a free service which lets you view your parcel’s progress, see a delivery window, and reschedule or reroute to a neighbour, safe place, or UPS access Point while it’s in transit.

Can I delay my shipment or delivery date?

Due to high demand and limited stock, we’re unable to store products in our warehouse or hold orders for a later shipment date. We ship all orders as soon as stock becomes available to ensure you receive your item as quickly as possible.

While we’re generally unable to delay shipping, you’re welcome to contact our team to discuss any potential options that may work for your situation.

If you’re moving or renovating, please note that products must be fully opened and inspected within one week of delivery.

Can I change my shipping address?

If your order hasn’t been shipped yet, we can update the address. Just email us at hello@rovelab.uk. Please note: all changes go through a quick fraud check, which usually takes up to 24 business hours. 

If your order is already being processed or is on its way, we can’t change the address. If you notice a mistake, contact us right away—we’ll try to submit a return-to-sender request with UPS, but we can’t guarantee it.

Will I be notified when my package is delivered?

With the UPS Delivery Confirmed, you’ll get an email or text as soon as your package is delivered. This is handy if you’re away from home. The notification includes the delivery time, location, and sometimes the name of the person who signed for it, if applicable.

UPS may leave the package at your door, porch, or another safe spot if you’re not home. They choose the location they consider safest. In some cases, if the driver feels it isn’t safe to leave the package, they may hold it for another delivery attempt.

What if my delivery appointment fails? 

If a UPS delivery attempt fails, UPS will typically make up to three delivery attempts on consecutive business days. After the third failed attempt, the package may either be held at a UPS location for pickup, returned to the sender, or delivered to an alternate address if arranged.  When collecting a package from a UPS location, you must bring a photo ID for verification.

My UPS tracking page isn’t showing any updates in transit? 

When you receive your tracking number, the status will display as "Label Created." This means your order is being processed at the warehouse, which typically takes 1–3 business days. Once UPS collects the package, tracking updates will show live scans as it moves through transit.

If tracking updates are delayed, it may be due to postponed scans or long travel distances between hubs. In rare cases of a lost package, contact us at hello@rovelab.uk.  UPS may take up to 10 business days to complete a dock search. After the investigation, you can choose either a replacement or a full refund.

Exceptions

• All orders are shipped using UPS’s Delivery Confirmed service, which does not require a signature.
• Replacement orders and any order valued at £2,000 or more do require a signature upon delivery.
• UPS does not deliver to PO Boxes.
• We are unable to ship swatch requests or orders to the following regions:
• Northern Ireland
• British Forces addresses overseas (military bases, also known as BFPO addresses)
• Any location outside a UPS service area

Cancellation Policy

If your order has not yet been set up for shipment, you can cancel your order for a full refund.

If you have been issued a UPS tracking number, your order is already processing or in transit.  In this case, you can instead return the unwanted items (subject to a £99 return fee). Please keep boxes sealed and contact us immediately.  If items are still in transit, we can attempt a “return to sender” request, or you may refuse delivery. The £99 return fee will be deducted from your refund in either case.

Can I make changes to my order? 

If your order has not started processing, changes are possible. This can include adding/removing items or changing upholstery. Once confirmed, we’ll issue an updated invoice or refund for any surplus.

Refund Policy

Refunds can only be issued to the card of purchase.  Refunds may take 5 to 10 business days to be processed back to the card on file, depending on the card provider.

Price Adjustment Policy

If an item you purchased goes on sale, or you forgot to apply a coupon code at checkout, we’ll honour the sale price if either:

• The order is a pre-order with a future estimated shipping date, or
• The order was placed within the last 7 calendar days.

Unfortunately, price adjustments are not available outside of these conditions.

Damages or Defective Items

Please open and inspect your order within one week of delivery.  If you discover an item is defective, damaged, or incorrect, contact us right away at hello@rovelab.uk with a description and photographs/videos of the issue.  We will work quickly to resolve the problem.

Due to the nature of the compact packaging, please follow the guidelines below in the ‘How long does my furniture take to grow?’ section. It is important that the furniture is given time, and the best conditions to complete its expansion process over a week.

For damaged or defective items, resolutions may include a replacement, a discount, or a refund, depending on the situation.  Any replacement orders provided will be sent out with a signature required delivery service.

How long does my sofa or furniture take to grow?

We recommend light use for the first 24 hours to allow your sofa, bed, chair, or pouf to expand and restore its shape evenly. During the first few days, you may notice that the foam appears misshaped or that the fabric has wrinkles—this is completely normal and part of the expansion process. Over the course of a week, the foam will continue to firm up and expand, and the fabric will settle into place. By the end of this period, your furniture will be fully expanded and ready for regular use.

Our breakthrough foam technology works best with time, and your sofa or bed will continue to adapt to your body and environment, becoming even more comfortable as it completes the expansion.

To help with the process, there are a few things you can do:

• Follow our [video guide here] for tips on how to unwrap and position your furniture for optimal expansion.
• If desired, you can gently use a steamer on medium heat to help release wrinkles in the fabric more quickly.

Please note that expansion is a gradual process, and it may take at least one full week for your sofa, bed, chair, or pouf to fully expand. If you still have concerns after this time, feel free to reach out to us at hello@rovelab.uk with a description of the issues and any photos, and our team will assist you further.

Free Item Promotion Policy