Terms & Conditions

These Terms and Conditions (“Terms”) apply to your use of roselondon.uk (the “Website”) and any purchases made through our online shop (“Shop”). By using the Website or placing an order, you agree to these Terms.

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1. About us

The Shop is operated under the trading name “Rose London” (“we”, “us”, “our”).

Contact email: support@roselondon.uk

Correspondence address: For safety and to ensure the correct handling of enquiries/returns, our correspondence/return address is provided by email on request and (for returns) after return authorisation has been confirmed.

2. Handmade products – important information

Our products are handmade (crochet/knit and other handmade items). Because of the handmade process, each item is unique and may show small variations in stitch, texture, or pattern. These natural variations are not defects.

Colours may look different depending on screen settings and lighting. Measurements are approximate; a small tolerance is normal for handmade goods.

3. Eligibility and accounts

You must be able to enter into a contract under applicable law to place an order.

If you create an account, you are responsible for keeping your login details confidential and for all activity under your account.

4. Products, pricing, and availability

Product descriptions and photos are provided for guidance. We aim to display information accurately, but we cannot guarantee that all content is error-free.

Prices are shown in GBP unless stated otherwise. Delivery charges, taxes, and any additional costs (if applicable) are shown during checkout.

We may correct obvious pricing or listing errors and may cancel an order affected by such an error. If we cancel, we will refund any amounts paid.

5. Orders and contract formation

When you place an order, you are making an offer to buy. The contract is formed when we send an order confirmation email (or otherwise confirm acceptance).

We may refuse or cancel orders in reasonable circumstances, for example suspected fraud, repeated abuse of returns, stock errors, or if we cannot fulfil your order.

6. Made-to-order and personalised items

Some items may be made-to-order or personalised (for example custom sizing, custom colours, or a bespoke design). For these items, we may require full payment (or a deposit) before we start work.

Because made-to-order/personalised items are created specifically for you, your right to cancel for a change of mind may not apply (see our Returns & Refunds Policy). If you request changes after work has started, additional charges and extended lead times may apply.

7. Delivery

Delivery times shown on the Website are estimates. Delays can happen due to factors outside our control (for example courier delays, customs checks, or severe weather).

Risk of loss/damage passes to you upon delivery. If your parcel arrives damaged, please contact us as soon as reasonably possible with photos so we can help.

8. Returns, cancellations, and refunds

Our Returns & Refunds Policy forms part of these Terms. It explains how to cancel, return, and obtain refunds. Nothing in these Terms limits your statutory rights under applicable consumer law.

9. Promotions and discount codes

Discount codes are subject to the terms shown at the time of issue and may be withdrawn at any time. Unless stated otherwise, discount codes cannot be combined.

10. Intellectual property

All content on the Website (including text, images, logos, and product designs) is owned by or licensed to us. You may not copy, reproduce, or use our content without permission.

11. Reviews and user content

If you post reviews or other content, you must ensure it is lawful, truthful, and does not infringe third-party rights. We may remove content that breaches these Terms.

12. Liability

We do not exclude or limit liability where it would be unlawful to do so (including for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation).

Subject to the above, we are not liable for losses that are not reasonably foreseeable. We are not responsible for delays or failures caused by events outside our reasonable control.

13. Governing law and disputes

These Terms are governed by the laws of England and Wales. Courts of England and Wales have jurisdiction, except where mandatory consumer protection laws of your country of residence provide otherwise.

14. Changes to these Terms

We may update these Terms from time to time. The latest version will be posted on the Website with an updated “Last updated” date.

15. Contact

For questions about these Terms, contact: support@roselondon.uk

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