Refund policy
Returns Policy
We hope you are happy with your Rose & Raine purchase, however, if you wish to return your item, please email within 5 working days of receiving your order, including the reason for your return and we will be in touch regarding our refund process.
You will be notified once we’ve received and inspected your return. Refunds will be credited via your original payment method, once your item is returned in its original packaging, unused and in the same condition that you received it. It must also have the original delivery note enclosed. The order must be returned within 14 working days of receiving it in order for your refund to be issued. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@roseandraine.com.
Return delivery costs are the responsibility of the customer and original delivery costs are non-refundable. It is advised that you use a tracked postal service to return your item, keeping a note of the reference and tracking number. Please ensure to package the returned item appropriately, as any items that arrive back broken due to insufficient packaging will not be refunded.
To start a return, you can contact us at hello@roseandraine.com.
Damages and issues
We take great care when packing your orders and want every piece to arrive with you safely. As our products are delicate, we kindly ask that you inspect your order as soon as possible after delivery. If an item has arrived damaged or broken, please contact us within 1 week of delivery so we can resolve this issue as quickly as possible.
Please keep the damaged item and all its original packaging until we have responded to your claim, as these may be required when we investigate the damage with our delivery provider.
Damage reported at a later date
Our 1-week reporting period is intended for visible damage or breakage that occurred during delivery.
If several weeks or months have passed before a visible damage or breakage report has been made, we may require additional information before we are able to determine whether the damage occurred during transit. We cannot automatically treat damage reported at a later date as delivery damage, as we are unable to establish how the item has been stored, handled, or used since delivery.
Damage caused after delivery through accidental breakage, misuse, improper care, normal wear and tear, improper storage or other circumstances outside Rose+Raine's control is not eligible for refund or replacement.
Non-returnable items
Unfortunately, we cannot accept returns on sale items.
Exchanges
The fastest way to ensure you receive the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.