Return & Refund Policy
PLEASE NOTE: WE DO NOT OFFER FREE RETURNS. ALL RETURN SHIPPING COSTS ARE THE RESPONSIBILITY OF THE CUSTOMER.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
How to start a return
To start a return, please send an email to info@rosehartleylondon.com and include the following:
- Your order number
- Reason for return
- Photo of the product (in case of damage)
- Your full name
- Your address
Return requests are reviewed and confirmed within 7 business days. If your return is accepted, we'll send you a return form along with instructions on how and where to send your package. Please complete the form and include it with your return.
Please do not send your return to the sender's address on the parcel. We will provide you with the correct return address once you have contacted us. Items sent back to us without first requesting a return will not be accepted.
Return shipping costs are the responsibility of the customer, except where the item is faulty, damaged or incorrect, in which case we will cover the cost of return.
We reserve the right to refuse a return if we believe the item has been used, worn, washed or damaged through no fault of our own.
You can always contact us for any return question at info@rosehartleylondon.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned. This includes swimwear and intimate apparel where the hygiene seal has been removed or broken, custom or personalised products (such as special orders or items made to your specifications), and gift cards. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
United Kingdom 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped within the United Kingdom, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at info@rosehartleylondon.com.
Company Information
Email: info@rosehartleylondon.com
Phone Number: [zodra je 'm hebt]
Store Name: Rose & Hartley London
Company Name: Ecom2Business
Company Number: 95672249
Company Address: Tuinmuur 8, Houten, Utrecht, 3991 EM, Netherlands
Warehouse Address: [zodra je 'm hebt]
Customer Service Available Hours
Monday to Friday: 09:00 – 17:00 (GMT)
Saturday and Sunday: Closed
We aim to respond to your inquiries within 24 hours.