Shipping, Returns and Refund Policy

Last updated: 22 August 2026

At Rosewood London, we want you to feel confident and comfortable when shopping with us.

This Shipping, Returns and Refund Policy explains how we process and deliver orders, how returns and refunds work and what is included in our 30 day money back guarantee.

This policy applies to purchases made through rosewoodlondon.co.uk.

1. Order processing

Orders are normally processed within 1 to 3 working days.

Working days do not include Saturdays, Sundays or UK public holidays.

Once your order has been dispatched, you will receive a dispatch confirmation email containing your tracking information, where available.

During busy periods, promotional events or public holidays, processing may take slightly longer.

2. Estimated delivery time

After processing, the estimated delivery time is 1 to 7 working days, depending on your delivery location and the carrier.

The total estimated delivery time is therefore normally 2 to 10 working days from the date your order is placed.

Delivery times are estimates and are not guaranteed. Delays may occasionally occur because of:

1. High order volumes

2. Public holidays

3. Customs procedures

4. Carrier disruptions

5. Severe weather

6. Incorrect or incomplete delivery information

7. Circumstances outside our reasonable control

Any delivery estimate shown on our website or during checkout should be considered together with the processing time stated above.

3. Shipping origin and delivery partners

To make a wider range of products available, some orders are dispatched directly from our international fulfilment partners or suppliers, including suppliers located in China.

Depending on the order and delivery location, your parcel may be transported by an international shipping partner and transferred to a local delivery carrier, such as Royal Mail, for final delivery.

If an order contains multiple products, those products may occasionally be dispatched separately and arrive in different parcels.

4. Shipping costs

Any applicable shipping costs will be clearly displayed during checkout before you complete your purchase.

Shipping costs may depend on the delivery destination, parcel weight and selected shipping method.

If free shipping applies to your order, this will be shown on our website or during checkout.

5. Customs, taxes and import charges

Because some products may be dispatched from outside the United Kingdom, customs procedures may apply.

Any taxes or charges collected by Rosewood London will be clearly displayed during checkout. If additional import VAT, customs duty or carrier handling charges may apply and are not collected by us, this should be disclosed before the order is placed.

Customers should not be presented with undisclosed mandatory charges after completing an order.

6. Tracking your order

When tracking is available, the tracking details will be sent to the email address provided during checkout.

Customers are encouraged to:

1. Monitor the tracking information regularly

2. Check whether a delivery attempt has been made

3. Check whether the parcel has been left in a safe place

4. Check whether the parcel has been delivered to a neighbour

5. Collect the parcel from a collection point when required by the carrier

Tracking information may take several working days to become active after dispatch.

If your tracking has not updated for an extended period or your order is taking longer than expected, please contact us at info@rosewoodlondon.co.uk so that we can investigate.

Contacting us first will often allow us to resolve the issue quickly. This does not affect any right you may have to contact your payment provider or exercise your statutory consumer rights.

7. Correct delivery information

Customers are responsible for checking that the delivery address and contact information provided during checkout are complete and accurate.

If you notice an error, please contact us at info@rosewoodlondon.co.uk as soon as possible, preferably within 24 hours of placing your order.

We will do our best to update the delivery details, but we cannot guarantee that changes will be possible once an order has been processed or dispatched.

If a parcel cannot be delivered because the customer supplied an incorrect or incomplete address, additional delivery or reshipping costs may apply. We will always review the circumstances before requesting any additional payment.

8. Delayed, lost or missing deliveries

If your order has not arrived within the estimated delivery period, please contact us at info@rosewoodlondon.co.uk with your name and order number.

We may ask you to:

1. Check the delivery address

2. Review the tracking information

3. Check with members of your household

4. Check with neighbours or in any safe place

5. Contact or visit the relevant collection point

We will work with the carrier or supplier to investigate delayed or missing parcels.

A tracking status showing “delivered” does not automatically remove your statutory rights. Under applicable United Kingdom consumer law, the goods generally remain at our risk until they come into the physical possession of you or a person identified by you to receive them.

9. Order cancellations

If you wish to cancel or amend an order, please contact us as soon as possible at:

info@rosewoodlondon.co.uk

If your order has not yet been processed or dispatched, we will do our best to cancel or amend it.

If the order has already been dispatched, it may no longer be possible to stop the delivery. You may still be able to return the order after receiving it in accordance with the terms below and your statutory cancellation rights.

10. Our 30 day money back guarantee

Rosewood London offers a 30 day money back guarantee.

If you are not satisfied with your order, you may contact us within 30 days of receiving it to request a return.

This guarantee is provided in addition to your statutory rights and does not replace or restrict any rights you have under United Kingdom consumer law.

11. Statutory right to cancel an online order

For most products purchased online, you have the statutory right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days after receiving the order. If an order is delivered in separate parcels, the cancellation period begins when you receive the final parcel.

After notifying us, you normally have a further 14 days to return the products.

Our voluntary 30 day money back guarantee gives you additional time to contact us, subject to the return conditions in this policy.

12. Starting a return

To start a return, email us at:

info@rosewoodlondon.co.uk

Please include:

1. Your full name

2. Your order number

3. The email address used for the order

4. The product you wish to return

5. The reason for the return, if you would like to provide one

6. Clear photographs if the product is damaged, faulty or incorrect

7. Any other relevant information that may help us assist you

You are not required to provide a reason when exercising your statutory right to cancel within the applicable cancellation period.

We will review your request and provide the correct return instructions and return address.

Please do not send products to an address shown on the original parcel without first contacting us. The address shown on the parcel may be a carrier or processing location and may not be able to accept returns.

Your statutory cancellation notice becomes effective when you clearly inform us that you wish to cancel. It does not depend on Rosewood London approving your reason for cancellation.

13. Return address

Depending on the product and fulfilment location, an approved return may need to be sent directly to our supplier or designated return facility.

This return location may be situated outside the United Kingdom, including in China.

The correct return address will be provided by email. Returns sent to an unauthorised or incorrect address may be delayed, refused or lost.

14. Return shipping costs

For change of mind returns, incorrect size selections or products that are no longer wanted, the customer is responsible for the direct cost of returning the products, unless we have agreed otherwise.

This may include the cost of international tracked shipping when the designated return address is outside the United Kingdom.

For products that are faulty, damaged, not as described or incorrect, Rosewood London will cover reasonable return costs where required by applicable United Kingdom consumer law. Please contact us before arranging the return so that we can provide the appropriate instructions.

15. Return tracking

We strongly recommend using a tracked shipping service and keeping your postage receipt.

Please send the tracking information to info@rosewoodlondon.co.uk after dispatching the return.

For change of mind returns, the customer is responsible for the returned parcel until it reaches the designated return location.

We may withhold the refund until we have received the products back or until you provide evidence that you have sent them, whichever occurs first, where permitted by law.

16. Condition of returned products

You may inspect and try on a product in the same way that you reasonably would in a physical shop.

Returned products should, where reasonably possible, be:

1. Unworn, except for reasonable fitting

2. Unwashed

3. Unused

4. In their original condition

5. Returned with their original tags and packaging

You are responsible for any reduction in value caused by handling the product beyond what is reasonably necessary to establish its nature, characteristics and fit.

Where permitted by law, we may make a reasonable deduction from the refund if the product shows signs of:

1. Extended wear or use

2. Washing

3. Perfume or other strong odours

4. Stains or makeup marks

5. Damage caused after delivery

6. Alterations

7. Missing parts, tags or accessories

These conditions do not limit your rights where a product is faulty, damaged, incorrect or not as described.

17. Products excluded from change of mind returns

The statutory right to cancel may not apply to certain products, including:

1. Products made to your specifications or clearly personalised

2. Products that deteriorate or expire rapidly

3. Sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken

4. Other products that are legally excluded from the statutory cancellation right

Sale and promotional products have the same statutory rights as full-price products unless a lawful exception applies.

This section does not restrict your rights if a product is faulty, damaged, incorrect or not as described.

18. Faulty, damaged or incorrect products

If your product arrives damaged, faulty, not as described or incorrect, please contact us as soon as possible at:

info@rosewoodlondon.co.uk

Please provide your order number, a description of the issue and clear photographs of the product and packaging.

Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose and as described.

If a product does not meet these requirements, you may have the right to reject it and receive a full refund within the applicable 30 day period. After this period, you may have the right to a repair, replacement, price reduction or refund, depending on the circumstances.

Rosewood London will not require you to pay reasonable return costs for a confirmed faulty, damaged, incorrect or misdescribed product where the law requires us to cover those costs.

19. Refund amounts

For an eligible statutory cancellation, we will refund:

1. The amount paid for the returned products

2. The cost of our least expensive standard delivery method, if you originally paid for delivery

If you selected a more expensive delivery service, such as express delivery, we are not required to refund the difference between that service and our standard delivery option.

Additional services, import charges or return shipping costs may not be refundable unless required by law or agreed by us.

20. Refund processing time

Refunds will be issued to the original payment method unless another method is expressly agreed.

Where you exercise your statutory right to cancel, we will process the refund without undue delay and no later than 14 days after:

1. We receive the returned products; or

2. You provide evidence that the products have been sent back,

whichever occurs first.

For faulty products rejected under the Consumer Rights Act 2015, refunds will be processed without undue delay and within the legally required period after we agree that a refund is due.

After we issue the refund, your bank, card provider or payment provider may require additional time to credit the funds to your account.

21. Exchanges

Exchanges may be available depending on the product and current stock.

Please contact us at info@rosewoodlondon.co.uk before returning a product for an exchange.

If the requested replacement is unavailable, we may offer an alternative product or refund, depending on the circumstances and your legal rights.

22. Model cancellation notice

You may use the following wording to cancel an eligible online order, although using this form is not required:

To: Rosewood London
Email: info@rosewoodlondon.co.uk

I hereby give notice that I wish to cancel my contract for the purchase of the following products:

Product(s):

Order number:

Order date:

Date received:

Customer’s full name:

Customer’s address:

Date:

23. United Kingdom consumer law

Nothing in this policy excludes, restricts or limits any rights or remedies available to you under applicable United Kingdom consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If any part of this policy conflicts with a mandatory consumer right, the applicable consumer law will take precedence.

24. Contact us

For questions about shipping, delivery, cancellations, returns, exchanges or refunds, please contact:

Rosewood London
Website: rosewoodlondon.co.uk
Email: info@rosewoodlondon.co.uk