Returns and Refunds
Our goal is to offer you a selection of delightful, high quality gifts however, should you be unhappy in any way with your purchase or gift from Rose and Rock we ask that you contact us in the first instance. Our customer service email address is firstname.lastname@example.org or alternatively you can use the contact form on our website.
Eligibility for Exchange or Refund
To be eligible for an exchange or refund, your item, unless faulty, must be unused and in the same condition that you received it in. It must also be in the original packaging. We cannot offer an exchange or return for items, which appear to have been worn; if there are any signs of wear, we would not be able to fulfil the return.
We check our gifts very carefully before they leave Rose and Rock HQ. However, if you do find a fault with an item, you have 30 days from receiving your parcel to contact us by emailing email@example.com or completing the contact form on our website to arrange a refund or exchange, if this is your preferred option. We will provide you with details of how to return to goods to us.
We try our very best to ensure that each gift will blow your socks off, but if your items are not quite right for you we are very happy to talk to you about an exchange! Exchanges are only offered within 7 days of receipt so please contact us promptly and we will do our best to help.
Cash refunds will automatically be applied to the credit card used for the purchase or original method of payment. However, if you are the recipient of a gift please contact us at firstname.lastname@example.org
Refunds on Goods Purchased with a Promotional Code
Refunds will be processed in accordance with the price of goods paid including any promotional code applied. In the event of part of the order being returned, the value of the promotion code will be deemed to be spread between the goods proportionately. The sum in cash exceeding this value, less any delivery costs charged on the original order, will be returned to you.
Return Postage Costs
Rose and Rock will only cover postage costs incurred for the return of faulty goods and do not currently offer free return postage costs for other reasons.
Should you change your mind and wish to cancel your order, please contact us as soon as possible. Orders which have not been processed or shipped in accordance with our Delivery Policy will be cancelled immediately and a full refund given. However, if an order has already been shipped then you must contact us within 7 days of receipt and return the goods to us in accordance with the above policy. A refund will be processed once the returned goods are received.
Exempt from Return
Unfortunately for hygiene reasons we are unable to offer an exchange or refund on some items unless they are faulty. This includes earrings for pierced ears and some toiletry items.
Bespoke orders that are made to your specific requirements (ie outside of standard customisation options offered), which is personalised or otherwise cannot be resold due to being bespoke.