HELP CENTRE

Professional Answers

At Rose & Wren, the complete satisfaction of our customers is always top priority. Check out some of our frequently asked questions below, and feel free to get in touch if you need additional information.

RETURNS POLICY

  • Here at Rose & Wren we want to make sure your shopping experience is a positive one. That is why we offer a 14 day return policy on items purchased through our online store. Goods must be back with us by the 14th day.  The returns period starts from the day your item is dispatched.  If you return or exchange items out of this time period, the items will not be refunded and will subsequently be sent back to the customer. 

  • If you do need to arrange a return, please email us at info@rosewren.co.uk so we can send details of the returns address.

  • Please note that our 14 day return policy includes bank holidays and weekends. 

  • Please note that shipping charges, samples, promotional items and sale items are not eligible for return.

  • All sale / promotional events - items are non-refundable and instead offer an exchange. 

  • Please note that due to hygiene reasons, face masks are not eligible for return. 

  • Items must be as original condition and must not have been worn, altered or washed. All tags must remain in place - if any are missing we are not able to accept the return.

  • Any shoes posted back to us must be in the original (undamaged) box supplied and be unworn.

  • Once we receive your return your refund will be processed within 5-7 working days.

  • Please note that it is the customer who is responsible for return shipping fees and we cannot take responsibility for the delivery time or loss of a returned package. We therefore strongly recommend using a signed for postal service and tracking numbers to ensure your package is returned to us.

  • Your statutory rights are not affected by our returns policy.

SALE ITEMS

All sale / promotional events - items are non-refundable and instead we offer an exchange. Please follow the returns process if you wish to exchange a sale item or promotional item. Your newly chosen item is not eligible for our subscription 10% discount offer.

EXCHANGES

  • If you require an exchange please state the full details on both your request email and your return note.

  • Please ensure you enclose the details of your exchange inside your package before you make your return. 

  • All exchanges are subject to current stock levels.

PRE-ORDER ITEMS

  • Rose & Wren offer pre-order items in order to keep retail prices as affordable as possible. 

  • A pre-order is an order placed for an item which has been designed but is still in the process of being manufactured. It is the customer's responsibility to read and understand the pre-order process before proceeding to place a pre-order purchase.

  • When you place your pre-order the item is reserved exclusively for you and the order is placed with our manufacturer. The pre-order requires immediate payment by you so that item(s) can be allocated to your order.

  • We communicate closely with our manufacturers to ensure pre-orders are met in a timely manner, but please note that time frames provided are estimate due to production schedules. We will, however, keep you informed of any delays.

  • PLEASE NOTE - Rose & Wren pre-order products vary with times. Delivery estimates may vary especially with the recent changes in logistics due to Covid-19.​