Returns & Refunds Policy

This policy explains how returns, cancellations, and refunds work for purchases made at roselondon.uk. It is written with UK consumer law in mind and does not affect your statutory rights.

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1. Key definitions

Ready-made items: Products that are already made and not customised for you.

Made-to-order / personalised items: Products made to your specification (for example custom size, colour, or bespoke design).

2. Change-of-mind cancellations (ready-made items)

If you buy ready-made items online, you usually have a legal right to cancel within 14 days after you receive the goods, without giving a reason.

To cancel, email us at support@roselondon.uk with your order number and a clear statement that you want to cancel.

After you cancel, you must return the goods within 14 days. We can withhold the refund until we receive the goods back or you provide evidence of return.

3. Return conditions (ready-made items)

To be eligible for a change-of-mind return, items must be:

• unused, unworn, and unwashed
• free from perfume, deodorant, pet hair, or other marks
• returned with any original packaging/tags (where applicable)
• returned in a protective parcel so the item is not damaged in transit

4. Return shipping costs

Unless the item is faulty or we made an error, you are responsible for return shipping costs. We recommend using a tracked service. You are responsible for the item until it reaches us.

5. Refunds

If your change-of-mind cancellation is valid, we refund the price paid for the item(s) and the cost of standard delivery (if charged). If you chose an upgraded delivery option, we only refund the standard delivery cost.

Refunds are made to the original payment method. We aim to process refunds within 14 days of receiving the returned goods (or evidence of return).

6. Exchanges

We may offer exchanges depending on stock availability. If you want an exchange, contact us at support@roselondon.uk before returning the item.

7. Made-to-order / personalised items

Made-to-order or personalised items are produced specifically for you. For these items, the legal change-of-mind cancellation right may not apply.

We do not accept change-of-mind returns for made-to-order/personalised items unless the item is faulty, damaged, or not as agreed.

If you request a custom order and then ask to cancel, we may charge for work already completed and materials already purchased, where permitted by law.

8. Faulty, damaged, or not as described

If your item is faulty, damaged, or not as described, you have rights under UK consumer law. Please contact us at support@roselondon.uk with your order number, a description of the issue, and photos.

Where appropriate, we may offer a repair, replacement, or refund. We may ask you to return the item for inspection.

If the issue is confirmed, we will refund or replace the item and reimburse reasonable return postage.

Please report transit damage as soon as reasonably possible (ideally within 48 hours) to help us investigate with the courier. This does not affect your statutory rights.

9. How to return an item (Return authorisation required)

To keep returns safe and correctly matched to your order, please follow the steps below:

1. Email support@roselondon.uk with your order number and the reason for return.
2. We will confirm eligibility and email you the return instructions and the return address.
3. Pack the item securely and send it using a tracked service.

Important: Please do not send returns without authorisation, as we may be unable to match the parcel to your order.

10. Items we cannot accept for return

We cannot accept returns where items are returned in an unsaleable condition (for example worn, washed, stained, or damaged by the customer). For hygiene reasons, some items may be excluded if they have been worn (for example footwear or items in direct skin contact). If an item is faulty, statutory rights still apply.

11. International orders

If you are ordering from outside the UK, customs duties and import taxes may apply and are your responsibility. Return shipping from outside the UK is normally at your cost unless the item is faulty or we made an error.

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