Return and refund policy

30-day return and refund policy for the United Kingdom

Important information:

30-day return period

7 days to process refunds

No restocking fees

We have a 30-day return policy, which means you can request a return within 30 days of receiving your item.

Return conditions

To be eligible for a return, your item must meet the following conditions:

  • The product must be in the same condition as you received it, unused and with the original tags and labels.

  • The packaging must not be damaged and must be in its original condition.

  • The return shipment must be accompanied by a return form, which you can download here: Return form.

  • The items must not show any signs of use.

  • Enclose your order number.

  • Enclose photo or video material that clearly shows the problem (for products that are damaged, not as described or incorrectly delivered).

If the problem proves to be justified, we will bear all costs of delivering a replacement product as soon as possible.

Return shipments and shipping costs

Always make sure your package has a track & trace code. Without proof of shipment with a track & trace code, lost returns will not be refunded. Shipping a return without a track & trace code is at your own risk.

Please note: returns are processed in Asia, outside Europe. As a customer, you are responsible for the costs of the return shipment, including any customs duties. These return costs will not be refunded. If the package has the status ‘lost in transit’, we are not responsible for the return shipment.

Received the wrong item or the wrong size?

If you have received the wrong product or the wrong size, we will of course send you the correct product free of charge!

Please contact us first to obtain the correct return address before returning the package. We will be happy to help you with instructions and make sure everything goes smoothly!

Refund

As soon as we have received and inspected your return shipment, we will inform you by email about the status of your refund. If the refund is approved, the amount will be automatically refunded within 7 days via your original payment method. Please note that it may take some time for your bank or credit card company to process and complete the refund.

Products that cannot be returned

Unfortunately, products that meet one or more of the following conditions cannot be returned:

a. Sealed products where the seal has been broken.

b. Products manufactured by the retailer according to the consumer's specifications (custom-made).

c. Products that are clearly personal in nature.

d. Products that cannot be returned due to their nature.

e. Products such as underwear, lingerie, socks and care products are not covered by the right of return for hygienic reasons. These products cannot therefore be returned and will not be processed.

f. Products must be returned within 30 days of receipt.

Cancellation of orders

It is only possible to cancel your order within 30 minutes of placing it. After 30 minutes, our orders are processed and it is unfortunately no longer possible to cancel.

If you wish to cancel your order, please contact us at info@rosemere-london.com

Return shipments are always at the sender's risk, and return shipping costs are not refunded.

Uncollected orders / incorrect address / rejected packages

If an order is not picked up on time, if the address is incorrect, or if the order is refused upon arrival and returned to us, the order may be cancelled. However, the buyer is responsible for ALL additional costs, including reshipment and packaging, for a total of £19,99. These costs will be deducted from the customer's payment. The remaining amount will be refunded within 7 working days.

  • Right of return: Returns must be reported and sent within 30 days of receipt of the product.

  • Handling of returns: Once we have received and checked the returned item, we will process the refund within 30 days. You will receive a confirmation email.

  • Refund conditions: A refund will be approved if the product is undamaged, unused and in its original packaging. Refunds for defective or incorrectly delivered products will be approved after inspection.

  • Refund period: Once the return has been approved, it will take up to 7 days to process the refund to the original payment method.

  • Refund methods: Refunds will be made to the original payment method used for the purchase.


Rights in the event of consumer complaints about defective products

If the product you have purchased proves to be defective, you are entitled to submit a complaint.For defective products, you can

  • - Request a replacement with a product without defects.

  • - Request repair of the defect.

  • - Request a price reduction.

Complaints about defects can be submitted up to one year after the defect is discovered, but no later than the product's warranty period.

Please return the defective product only after contacting us at info@rosemere-london.com. Confirm the return address with our customer service and send the package after approval by courier with a track & trace code.

To protect our legitimate interests, which do not override your fundamental rights and freedoms.

QUICK LINKS

Contact

Customer service: Monday - Friday: 09:00 to 17:00

You can contact us by email at: info@rosemere-london.com or visit our  contact page

And by telephone on: +31 6 45 35 87 57

Shop name: Rosemere London

Registered company name: 78168996

Address: Langerakbaan 183, 3544 PE Utrecht, Netherlands

(Please note: This is not a shipping address)

CONTACT

We strive for optimal customer satisfaction. Please do not hesitate to contact our dedicated customer service team using the contact details above or by filling out the contact form on our contact page. Your feedback is very valuable to us. We aim to respond within 48 hours.