I want to return/exchange an item
We understand that an item may be unsuitable from time to time, and you are welcome to return your item back to us. You are liable for the cost of returning your item. We recommend returning your order via your local postal service on a standard service. Please keep all postage receipts and tracking number just in case your order is lost in transit. Please remember to mark your package as 'returned goods'.
The parcel is the customers responsibility up until Rose and Rose has acknowledged that the package has been received into our warehouse in the United Kingdom.
If you wish to exchange your order, remember to include a returns form in your package so our team know exactly what to do once we've received it. If your return is received back without a returns form, the items received back will be refunded.
Our operating hours are 9am to 5pm, Monday to Friday. Once we've received your return back in our warehouse and it has been processed, we will send you an email confirming what action has been taken.
Rose and Rose
40 Bowling Green Lane
Clerkenwell, London ECIR ONE
Returns and Exchange Policy
You will find your invoice with your item which also includes a Returns and Exchange form.
- Item must be returned within 30 days from the day you've received your order, transit times are not included within this time
- Item must be sent back with a returns form including your order information and additional information we require: without this returns form, we cannot always correctly identify the customer and may not be able to process your return request
- Item must be unworn & unwashed (no distinct odours, blemishes, signs of wear etc.) with all labels intact - if the returns item fails this test, they will be returned back to you
- Items covered in animal / human hair will not be accepted
- If you've asked for an item which is more expensive than your return, the item will be refunded to you and you'll need to place a new order online
- All items are thoroughly inspected before any action is taken
- Returns can take up to 7 days to process, so please don't be alarmed if you've tracked your return as delivered but haven't heard from us yet
- All exchanges are sent out on a standard service
- Shipping costs are non-refundable
- The returned parcel is the customers responsibility up until Rose and Rose has acknowledged that the package has been received into our warehouse
- If the item you have requested in exchange is unavailable, a refund will be processed
Any returns received without a returns form included in the package will be refunded for the value of the item net of restocking charge of £5.
If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received in.