Refund Policy
Last updated: 22 October 2026
Quick overview
- Return window: request your return within 30 days of delivery. Every return needs our written approval first; returns sent without approval can't be refunded.
- Return shipping: at your own cost, to our returns centre in the United States, an international shipment. We don't provide return labels, free returns or exchanges.
- Condition: unworn, unwashed and undamaged, with all tags and original packaging. Every return is inspected before a refund is issued.
- Cancellations: orders are processed automatically, so a cancellation is only possible within 5 minutes of ordering.
- Refunds: to the original payment method within 7 working days of approval. Shipping Protection fees aren't refunded.
- Damaged, defective or incorrect items: report within 3 working days of delivery, with photos, and we'll send you a replacement free of charge. Loose threads, small open seams, sizing and personal taste aren't defects (section 8).
1. Your right to cancel, extended to 30 days
Under the Consumer Contracts Regulations 2013 you have 14 days from receiving your goods to cancel for any reason. We extend that to 30 days from the delivery date recorded by the carrier; we're unable to accept requests after 30 days. Your order number is your proof of purchase.
2. Condition of returned items
You may examine and try on an item at home as you would in a shop. Items need to come back in the condition in which you received them:
- Unworn and unwashed. Trying on is fine; wearing is not.
- Unaltered and undamaged, with no marks from make-up, deodorant, perfume, pet hair, stains, smoke or other odours.
- With all tags attached and in the original packaging.
Where handling goes beyond what's needed to assess the item, we may deduct the reduction in value from your refund; for an item that comes back worn, washed or damaged, that may be the full amount.
3. Items that can't be returned
For hygiene reasons, items whose seal has been broken, such as underwear, swimwear with the hygiene strip removed and pierced jewellery, can't be returned. Gift cards and made-to-order or personalised items are also excluded. This is stated on the product page before you buy.
4. How to request a return
- Email support@rosepemberton.com within 30 days of delivery with your order number and the items you'd like to return.
- Within 2 working days you'll receive our written approval with the address of our returns centre and the shipping instructions. Don't send anything before you've received it. The returns address is not our business address in London; a parcel sent there, or sent without approval, can't be processed or refunded.
- Post the items within 14 days of the approval with a tracked service and keep your proof of postage. Until the parcel reaches our returns centre, it's your responsibility.
5. Return shipping costs
Returns go to our returns centre in the United States and are an international shipment that you arrange and pay for yourself. We don't provide return labels and we don't offer free returns. Please factor the cost of a tracked international parcel into your decision to return.
6. Refunds
Once your return has been received and inspected, we refund the purchase price of the returned items to the payment method used at checkout within 7 working days of the return being approved, and in any event within the 14 days the law allows. Your bank usually needs another 3 to 5 working days to show the credit. Items bought with a discount code are refunded at the price you actually paid. The Shipping Protection fee isn't refunded.
7. Damaged, defective, wrong or missing
Check your order when it arrives. If an item is damaged, faulty, not what you ordered, or something is missing, email us within 3 working days of delivery with your order number and photos of the item, the packaging and the shipping label. We need the photos within this period because the carrier's claim window is just as short; we're unable to accept claims without photos or after 3 working days. A confirmed problem is resolved by sending you a replacement free of charge; you don't need to send the item back unless we ask.
This doesn't affect your rights under the Consumer Rights Act 2015: goods must be of satisfactory quality, fit for purpose and as described, and where a fault was present at delivery you're entitled to a repair or replacement and, where that isn't possible, to a price reduction or a refund.
8. What isn't a defect
Loose threads, a small open seam of around 2 cm that closes in a minute, a fit that isn't what you expected, and a colour or style you don't like aren't defects. The first two are finishing details every brand has; sizing and taste are exactly what the return window in section 1 is for.
9. Exchanges
We don't offer exchanges. If you'd like a different size or colour, return the item under this policy and place a new order; the new order ships straight away rather than waiting for your return to arrive.
10. Fair use
Where we see repeated returns of worn or used items, claims that aren't supported by photos, or returned items that differ from those purchased, we may decline the return and refuse future orders.
11. Customer service
Customer service hours: Monday to Friday, 9:00 am–5:00 pm UK time. Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days. Email: support@rosepemberton.com