Contact Us

One address for everything: support@rosepemberton.com. A person reads every message and replies within 2 working days, Monday to Friday, 9:00 am–5:00 pm UK time. We're email only, which keeps every answer in writing and every deadline timestamped. Below are the things people write to us about, in the order we receive them most, with what to send for each.

1. "Which size should I order?"

The most common email, and the one we most want to get before you order. Send the name of the piece, your bust, waist and hip measurements in centimetres or inches, and the size you usually wear. We compare them with the garment's own measurements in the size chart and tell you which size to order, including when a style runs small or generous. Between two sizes? Say so.

2. "Where's my order?"

Send your order number. The first tracking scan can take 24 to 48 hours. If tracking hasn't moved for 10 working days, we open an investigation with the carrier the same day; if it shows as delivered and you have nothing, check with household members, neighbours and your safe place, then email us within 3 working days of the delivery scan.

3. "I'd like to return something."

Within 30 days of delivery: send your order number and the items, and don't post anything yet. You'll receive our written approval and the address of our returns centre in the United States within 2 working days. Items come back unworn, unwashed and with tags; return postage is at your cost; the refund reaches your original payment method within 7 working days of approval. Full conditions are in our Returns & Refunds Policy.

4. "It arrived damaged, wrong or incomplete."

Within 3 working days of delivery: your order number and photos of the item, the packaging and the shipping label. The window is short because the carrier's claim window is just as short. Once confirmed, we send a replacement free of charge.

5. "What's it made of, and how does it wash?"

Fabric, lining, length, stretch, care: ask with the name of the piece and we answer from the product specification. If the honest answer is that it isn't the piece for you, that's the answer you'll get.

6. "Can I cancel?"

Only within 5 minutes of ordering: email your order number with "CANCEL" in the subject line. Orders go to the fulfilment centre automatically, so this is the only window; the time your email arrives is what counts, and we confirm in writing. After that, the order is on its way and you return it after delivery instead.

7. "There's a charge I don't recognise."

Send the date and amount before contacting your bank; we'll identify it within 2 working days. Declined payments, duplicate pending amounts and refunds that haven't shown are covered in our Payment Policy.

8. "My data."

Access, correction, deletion or an opt-out: put "Privacy request" in the subject line and write from the email address you used with us.

Anything else, from press to partnerships to a complaint about the site, goes to the same address. Two habits that get you a faster reply: your order number in the subject line, and a photo for anything visual.

How to reach us

Emails received outside customer service hours are answered on the next working days, in the order they came in.

Business information

We're an online store. The London address is the company's business address, not a shop and not a returns address: there's nothing to visit, and a return sent there can't be processed. The returns centre address is sent to you with the written approval of your return.