FAQ

To report a damaged product please log into your account and select Claims. Select Create a New Claim to complete the web form.

You can visit our  Returns, Refunds & Claims page here for full details on Damaged or Defective Items. 

Upon placing your order you will receive a confirmation email with the estimated order lead time. Once your order has been set up for shipment you will receive a shipment notification email that will contain the carrier tracking information with an ETA for delivery. The carrier will reach out to schedule delivery via phone or email, with the exception of small parcel carriers such as UPS. If you have not received our emails you may need to check your spam or promotions folder.

You can also log into your account* and view the "orders" page to check your order status. 

If your delivery date has passed and you have not received your order; you can log into your account and you will find a tracking message with all the contact information for the freight company, this is also emailed to you as soon as your shipment is released.  To further inquire about a shipment you can reach out to the freight company and to request a status update. 

Alternatively our Concierge Team can request an update on your behalf. Connect with us on our Live Chat or visit our Contact Us page to complete the contact form. 

Once you receive your shipment notification email you will be able to track your shipment. When your order reaches the local delivery station, the shipping company will call the number on your order to schedule delivery.

Upon placing an order with us you should have received 2 emails.  One will be your login information and the other your order invoice. 

Ensure to check your spam, junk or promotion folders as sometimes they may appear there. Please also make sure to add us to the safe senders list to receive our future updates.

Whether your order is a in-stock purchase or a custom order our system provides updates on your order as it move along our production and logistics chain.

Please look through all of the packaging to ensure all items are accounted for. Smaller items such as legs or hardware are typically included inside the product packaging. If a part of your order was not delivered please contact our Concierge Team by connecting with us on our Live Chat or visit our Contact Us page to complete the contact form.

Not to worry, as long as the order has not been set up for shipment, our team will arrange for your order to be held until you are ready to receive delivery. Storage fees may apply depending on the length of time. You can request a future ship date in the delivery instructions box in the checkout, or connect with us on our Live Chat or visit our Contact Us page to complete the contact form.

Firstly, we'd like to apologize.  We work hard with our factories, warehouses and logistic companies to reduce lead times and avoid delays, which we let you know about as and when they arise.

If you've been waiting longer than you should have and you haven't heard from us, please log in and go to 'Orders' to get the most up to date information on the whereabouts of your products or connect with us on our Live Chat or visit our Contact Us page to complete the contact form. 

We use specialist third party companies to deliver your products to you as efficiently as possible. In rare cases they might experience a few hiccups or communication issues. The problem is most likely due to IT tracking issues, or there is a mix up at their local sorting facility.  

We highly recommend to call our freight carrier using the information included in your tracking update email to locate your order, they will be able to help with any re-deliveries that may need to be done as well.  Please have your tracking number ready when contacting them.

When the local delivery agent receives your order, they will call you to schedule the delivery. Typically, the driver will also call the day of delivery to alert you they are on their way.

If your order was shipped via small parcel courier ( UPS, FEDEX ) you will not be called for a delivery date. Please track your order online to ensure that you are available to receive the delivery.

If you need to change your delivery address please visit our Contact Us page to notify us as soon as possible. You can do this at any time up until 24 hours before we dispatch your item(s).  If your items have already been dispatched, changing your delivery address may not be possible or there may be a charge for arranging redelivery.

We accept Visa, MasterCard and AMEX

Payment can be declined for a variety of reasons.

The first thing to do is to check that we accept your card type. Next, make sure your card details are correct and your billing address is the one assigned to your card.

If it still isn’t working, we recommend you give your bank a call and let them know you are making an online purchase. This type of issue can usually be attributed to your credit card company not recognizing our company. Once you have spoken with your card provider you can give us a call back or send us an email to authorize us to submit the charge again.

If a coupon, discount or voucher has been missed from an order, we must be notified within 72 hours of the order being placed to add or adjust the balance.  

Both the currency and tax for an order is based on the Shipping address.

Please note that there may be additional administrative, exchange or transaction fees charged by your credit card provider as we are a Canadian company.  To further inquire about this, please review the terms and conditions with your credit card provider.

Your credit card will be automatically charged for outstanding payment, including but not limited to overdue invoices and fees for additional services. 

Please note that for all orders, including pre-orders awaiting back ordered items and custom orders the full payment will be charged upon placement of the order.  

As with any natural material each piece of wood will vary slightly in grain and tones as each every piece of wood is unique. Products in the Rove Concepts line and Rove Classics line may have different finishes. Although we do our best to ensure consistency, wood veneers may show more drastic variation when matching pieces that were purchased years apart. We always recommend ordering a swatch sample before purchase so you can compare / see the wood finish in your own home.

MDF stands for medium density fiberboard. It is a man-made wood product composed of randomized wood fibers with a higher density than particleboard (low-density) and lower density than hardboard (HDF), which is mostly only used for construction. MDF is notably better than particleboard, but the benefits of MDF over solid wood are lesser known. MDF is lighter, cheaper, and more consistent in size, strength, and design than solid wood. It is also less prone to splitting without grain lines and expansion/contraction of the material is unlikely.

Formaldehyde is a chemical substance often found in resins which are used to bind wood fibers together in MDF. Our MDF is California Phase 2 Compliant, which means that it meets strict requirements for low emissions of VOCs including formaldehyde.

Yes.

Flexible slats lend support between the mattress and bed frame. This dynamic system offers an alternative to the traditional platform foundation and is known for it's curved, flexible structure which adapts with the movement of the human body. Flexible slats are recommended for individuals looking to minimize contact pressure or couples who have different comfort needs.

Mattresses will sit 1 - 2 inches into the bed frame, depending on the specific bed model.

Our sectionals are available in 2 orientations. Left-hand facing means that when you look at the sofa, the chaise is on the left. Right-hand facing means that when you look at the sofa, the chaise is on the right. Some of our sofas are modular or reversible, which mean that the orientation can be either left- or right-hand facing.

The Wyzenbeek Method is the standard measurement of fabric upholstery wearability in the United States. Measurement is taken by the number of mechanised back and forth arm counts of heavy canvas, called cotton duck, rubbed over the fabric surface. This is meant to mimic the effects of normal use and friction over time, until the test shows significant signs of wear.

3,000 double rub count is approximately one year of use. For residential use, 3,000-9,000 double rub count is considered light duty and is not suitable for everyday use. 9,000-15,000 double rub count is considered fairly durable while 15,000+ double rub count is considered heavy duty and most ideal for homes with pets and children. For commercial use, minimum 15,000 double rub count is recommended, as public spaces tend to see more traffic.

Anything with 30,000+ double rub count is generally designed for maximum durability.

The difference will come from the type of tree the wood is sourced from. Alder, beech, eucalyptus, mahogany, maple, oak, teak, and walnut are examples of hardwood; cedar, douglas fir, juniper, pine, redwood, spruce, and yew are examples of softwood. Hardwoods have a higher density than softwoods and are therefore typically found in high-quality furniture. Hardwoods are more expensive because of the time it takes to grow and the long-lasting strength of the material.

Double rub count is the abrasion data or measure of fabric upholstery wearability.

Fabric samples are approximately 4 in x 4 in (10 cm x 10 cm) piece; hard material samples are approximately 2 in x 2 in (5 cm x 5 cm) per piece. The samples are a cut out of the same material used on our products and will give an accurate feel for what to expect when furniture arrives. We encourage all of our customers to test the samples before placing an order to ensure the quality of our materials meet our customers' standards.

Yes. There's nothing better than getting a real feel for fabric or leather. Visit our detailed swatch page to order your free swatches today!

Unfortunately we do not offer the COM (customers own material) option, we are very sorry to disappoint!

We are proud to stand behind the quality of the products we sell. While cases are rare, damages and defects do happen once in a while so we encourage you to inspect your item(s) upon delivery. Please visit our Returns, Refunds & Claims page here to see full details on our Damaged or Defective Items policy. 

If you have received the wrong item please file a claim by logging into your account and select Claims. Select Create a New Claim to complete the web form. 

Not to worry, our factory may have hidden them away to protect the finished product in transit. Please ensure to check all packaging before disposing.  If you are still unable to locate the missing parts please contact us immediately.

Please visit our product care page here

Please visit our Returns, Refunds & Claims page here for full details on our Return Policy. 

Please visit our Returns, Refunds & Claims page here for full details on Order Cancellation. 

Anyone can join the Rove Members Program. The annual fee enrollment is HK$1,500.

As a member of the Rove Members Program, you will receive 25% off site wide on our entire product catalog plus 10% back as a voucher towards future product purchases (some exclusions apply - refer below). In addition to savings, you will receive: 

• Concierge service to manage your orders
• Early access to clearance sale events
• Early access to new product releases

You can sign up for the Rove Members Program during the checkout process or on the bottom of our Rove Members Page here.

Membership is based on a rolling year. If you signed up for membership on March 1 2021, it is valid until March 1 2022.

You can see details about your membership by logging into your account and selecting Membership on the left hand side of the account menu. 

You will receive your voucher via email 30 days from the date of delivery or pick-up.

A voucher can only be used for furniture items on a future order and cannot be retroactively applied. 

Yes, 20% off applies to sale and clearance items as well.

There is no member benefit for shipping as we work with third party delivery services.

Membership fees are non refundable and are valid for one year.

You can connect with Concierge 5 days a week on Live Chat or visit our Contact Us page to complete the contact form. 

When you place an order with us, your confirmation email will contain the lead time. As soon as your order has been shipped you will also receive a shipment notification email that will contain tracking information with an ETA for delivery. If you have not received these emails to your inbox you may need to check your spam or promotions folder.

You can also log into your account* and view the "my orders" page to check your order status. 

Rove ships to most regions in Hong Kong. Please note certain areas are deemed isolated or rural by our third party carriers may require additional shipping fees. Rove Concepts reserves the right to change the delivery charges or cancel an order if your address is remote or outside of our carrier's delivery zones. You will be notified regarding the changes and can decide whether to proceed or not.

Standard Shipping

• Standard shipments have an estimated 5-7 business days in transit. Once your order arrives in Hong Kong, our team will contact you for delivery scheduling.

White Glove Shipping

• White Glove shipments have an estimated 5-7 business days in transit. Once your order arrives in Hong Kong, our team will contact you for delivery scheduling.  

Custom orders are made from scratch at our exclusive production facilities with an all encompassing lead time of 4 - 8 weeks. For more information about our Custom Order Policy, please see the Store Policy page here.

If you have selected Standard Shipping, this service includes a delivery appointment and a threshold delivery to the first dry area/garage or lobby/service area of a high-rise building. Smaller items may be shipped with FedEx, UPS or another similar small parcel carrier.  All shipments will require a signature upon delivery. 

Standard shipments in rural areas may be a curbside delivery service only. In this case it would be the customer's responsibility to remove the item from the curb and bring the product(s) inside.  

If you have selected White Glove Shipping the delivery service will include a delivery appointment, inside delivery to the room of choice, up to 1 flight of stairs, assembly and removal of large packaging materials.  To initiate a return at Rove Concepts the item(s) must be in the original packaging so, if you are considering a return be sure to ask the delivery team to leave the original boxes on site.  Additional flights of stairs may be available; however, there may be a small additional fee per extra flight.  

You can include delivery instructions or special requests during the check-out stage of your order. 

For full details on our shipping policies please visit our store policy page here.

We offer tiered flat rate shipping. Shipping prices are calculated on website prices before discounts, coupon codes, and/or vouchers are applied. Please note that additional shipping fees may be applicable if the address is deemed isolated or rural by our third party carriers. Please visit our Store Policy page here for full details on our Shipping Charges. 

Yes we do! Our 5,000 square foot showroom is located at 1513-16 Horizon Plaza, 2 Lee Wing Street in Ap Lei Chau. We also a second in-town location at the basement of LHT Tower, 31 Queen's Road Central via our retail partnership with Beyond Sleep (www.beyondsleep.com.hk) where we host some of our most iconic pieces. You may also choose to connect with one of our virtual hosts for a tour of our other locations or real customers who have bought our items.

Hosts are real customers who have Rove Concepts products in their homes and are ready to answer your questions. You have the option to connect with a host through video call, phone call, email or text at no cost. If you're interested you can connect with a host here.

For full details on the benefits of becoming a host and how to apply please visit our Host a Showroom page. 

You can add Accidental Damage Protection to your products up until delivery of your order.

The Rove Limited Warranty provides coverage on manufacturer defects. The Indoor Furniture Mulberry Protection Plan protects against common accidents such as stains, tears or burns and does not protect against manufacturer defects. The Outdoor Furniture Mulberry Protection Plan protects against common accidents such as stains, tears and pet damage, as well as manufacturer defects, once the Rove Limited Warranty expires. You can review the Rove Limited Warranty Terms here. You can review the Indoor Furniture Mulberry Protection Plan Terms here and the Outdoor Furniture Mulberry Protection Plan Terms here. 

The following common incidents are covered by the Mulberry Protection Plan:

Indoor Furniture

• All food & beverage stains
• All human & pet bodily fluids
• Accidental rips and tears
• Broken frames & metal components
• Broken Zippers
• Chipped, cracked & peeling wood
• Minor burns & heat marks
• Loss of minor silvering
• Electrical power surges

Outdoor Furniture

• All stain types
• Pet damage (single incident)
• Rips & tears
• Damage from liquid marks & rings
• Burn marks
• Damaged seat suspension straps
• Product defects, once the Rove Limited Warranty expires

How it works

• All repair & replacement costs are covered, including shipping
• No activation or deductibles required
• Coverage begins Day 1 of delivery

Currently, the Mulberry Protection Plan cannot be purchased for commercial use. Additionally, the Protection Plan covers many incidents, but does not cover fortuitous events, natural disasters, intentional misuse or neglect and any terms covered under another active warranty or service plan.

Mulberry is the modern way to protect your products against the everyday things that can go wrong. They make sure your Rove products are taken care of with a quick and seamless process, so that you can go back to enjoying them.  

You will receive a welcome email from Mulberry with details of your protection plan and an activation link to create credentials to access your dedicated customer portal. From your customer portal, you can review coverage information and file a claim. 

To file a claim, simply log into your dedicated portal at getmulberry.com/login. 

Mulberry's customer support team is available 24 hours a day, 7 days a week:

Via instant chat at getmulberry.com
Via email at support@getmulberry.com 
Via telephone at 917-994-6394

There is no deductible required to file a claim and there are no additional fees associated with the resolution of an approved claim.

You are able to cancel your Protection Plan with Rove Concepts Customer Care team directly. 

You can exchange a product for an identical product, without it affecting the warranty purchase. If you exchange a product for a new product, the protection plan will be canceled and refunded, and you will have the option to repurchase.

The Mulberry protection plan is transferable! To transfer your plan, simply log into your dedicated portal at getmulberry.com/login. If you are having trouble accessing your portal, reach out to Mulberry at support@getmulberry.com 

You are able to edit your phone number and shipping address directly, by logging into your Mulberry customer portal at getmulbery.com/login. To update your email address, please contact Mulberry support at support@getmulberry.com. 

Coverage begins the date of delivery, but does not include defects in materials and workmanship until the Rove Limited Warranty expires. 

Currently, the coverage is only available in the United States, including Alaska, Hawaii and Puerto Rico. 

Damage resulting from unauthorized repair can void your coverage. Best practice is for you to file a claim with Mulberry as soon as covered incident occurs. 

The plans last for a period of 2, 3 or 5 years from the date of delivery and cannot be renewed.

Mulberry's customer support team is available 24 hours a day, 7 days a week:

• Via instant chat at getmulberry.com
• Via email at support@getmulberry.com 
• Via telephone at 917-994-6394