About Us
The second wear
Anyone can sell you the first wear. The first wear is excitement: the parcel, the mirror, the photo. The second wear is the truth. It's when you find out whether the seam held, whether the colour survived the wash, whether the dress that looked right standing still is also right sitting down. Rose Pemberton is built for the second wear. We're an online women's clothing store run by Rose Pemberton LTD in London; we don't make the clothes, we choose them, and we choose them for the second time you put them on.
The second wash
The product page tells you the fabric composition, the weight where we have it, and the care label, because those three things decide how a piece looks after it's been washed, not how it looks on a hanger. We don't take fabrics that are designed to be replaced, and we don't call anything "luxury", "premium" or "designer" without saying what it's made of. Loose threads and a small open seam that takes a minute to close are finishing details every brand has; a piece that changes shape after one wash is something we'd rather not have sold you.
The second look
Screens differ, so colours may vary slightly from the photos, and we say so on every page. What a photo can't show, the page tries to: the garment's own measurements by size, how it fits (true to size, runs small, relaxed), the model's height and the size she's wearing, and whether the lining is attached at the hem. If a detail isn't there, ask; we answer from the specification.
The second opinion
Sizing is the question we most want before you order. Send your bust, waist and hip measurements and the size you usually wear, and we'll compare them with that particular piece and tell you which size to choose, including when the honest answer is that this one isn't for you.
The second thought
Changed your mind? You have 30 days from delivery to request a return, more than double the statutory 14. Items go back unworn, unwashed and with tags to our returns centre in the United States, at your own cost; we don't offer free returns, return labels or exchanges, and we'd rather say that here than at the end of a returns process. Once approved and received, the refund reaches your original payment method within 7 working days. Arrived damaged, wrong or incomplete: email us within 3 working days with photos of the item, the packaging and the shipping label, and we send a replacement free of charge.
Between the first and the second
Delivery is free across the UK and takes 4 to 8 working days: 1 to 3 to process, 3 to 5 in transit, with tracking by email. Orders go to the fulfilment centre automatically, which is why a cancellation is only possible within 5 minutes of ordering. Prices include VAT and nothing is collected at the door; Shipping Protection is an optional add-on at checkout that covers loss or damage in transit with a free replacement. No countdown clocks, no "only 2 left" when there are forty, and no claim that anything is made in London: our clothes come from manufacturers we select and are dispatched from our fulfilment centre.
Who we are
Rose Pemberton LTD, 53 Kingsmere Road, London NW6 2PL, United Kingdom. That's the company's business address, not a shop and not a returns address. Customer service by email at support@rosepemberton.com, Monday to Friday, 9:00 am–5:00 pm UK time, closed Saturday and Sunday, with a reply within 2 working days.