Shipping Policy

Last updated: 22 October 2026

This policy covers everything about getting your Rose Pemberton order to you: the rules for changing or cancelling an order, where and how fast we deliver, tracking, and what we do when a parcel is late, lost or damaged. It applies together with our Returns & Refunds Policy; please read both before placing your order.

In brief

• Delivery cost: free on every order, with no minimum spend.
• Processing: 1–3 working days. Transit: 3–5 working days. Total: 4–8 working days.
• Tracking: provided on every parcel.
• Cancellations: only within 5 minutes of ordering; orders are processed automatically after that.
• Returns: international, to our returns centre in the United States, at your own cost.

1. Cancelling or changing an order

Every order is transmitted to our fulfilment centre automatically and enters processing within minutes. An order can therefore only be cancelled or changed within 5 minutes of being placed. After that we're no longer able to stop, change or retrieve it. Please double-check your items, sizes, colours and delivery address before you confirm.

To cancel within the 5-minute window, email support@rosepemberton.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing. Requests that reach us after 5 minutes can't be processed as cancellations; this also applies if you've changed your mind, found the item elsewhere or are worried about the delivery time. We'll send you our return instructions instead.

The processing time in section 3 is the time the warehouse needs to prepare your parcel; it isn't a period during which the order is on hold.

If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy; your statutory right to cancel is unaffected. Returns are international shipments to our returns centre in the United States, at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see section 5).

2. Delivery area and cost

We deliver to addresses in the United Kingdom. Orders ship with Royal Mail, Evri, DPD or another trusted carrier offering a similar service. Delivery is free on every order, with no hidden charges at checkout and nothing to pay at the door.

3. Delivery time

Processing, from your order being confirmed to the parcel leaving the fulfilment centre, takes 1–3 working days (Monday to Friday, excluding bank holidays); orders placed at the weekend or on a bank holiday are processed from the next working day. Once dispatched, delivery takes an estimated 3–5 working days, so allow 4–8 working days in total from the day you order. During sales and the peak season from November to December, processing can take up to 2 additional working days.

These are estimates based on carrier performance rather than guaranteed dates: bank holidays, severe weather, carrier backlogs and customs processing can add time. A delay within or shortly beyond the estimated window isn't a reason to cancel an order; section 7 explains what we do when a parcel is late or lost. If we can't deliver within 30 days, we'll tell you and you can wait or cancel for a full refund.

4. Tracking

As soon as your parcel is dispatched you receive an email with the tracking link. The first scan can take 24 to 48 hours to appear; that's normal and doesn't mean anything is wrong. Check your spam folder if you can't find the email.

5. Refused, uncollected and undeliverable parcels

Refusing a parcel or not collecting it from the pickup point isn't a cancellation. If a parcel comes back to us for that reason, or because the address you gave was wrong or incomplete, we refund the amount minus the carrier's return costs once the parcel has reached us, or re-dispatch it for a new delivery fee if you prefer. If you no longer want the order, please accept the delivery and follow our Returns & Refunds Policy.

6. Wrong address

An address can only be corrected within the 5 minutes in section 1. After that the parcel goes to the address you gave. If it comes back as undeliverable, section 5 applies. If it's delivered to a wrong address that you gave, we can't retrieve or replace it.

7. Late or lost parcels

If tracking shows no movement for 10 working days, email us with your order number and we open an investigation with the carrier the same day. Once the carrier confirms the loss, we send a replacement. If the parcel shows as delivered but you have nothing, check with household members, neighbours, a safe place and the tracking page's delivery photo, then email us within 3 working days of the delivery scan so we can start the carrier's process.

8. Damaged on arrival

If the outer packaging or the item is damaged on arrival, keep all packaging and email us within 3 working days of delivery with photos of the outer box, the shipping label and the damaged item. We need the photos within this period because the carrier's own claim window is just as short; we're unable to accept claims without photos or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge (see our Returns & Refunds Policy, section 7).

9. VAT and import charges

All prices include VAT at 20%. If an order is dispatched from a fulfilment centre outside the United Kingdom, all import VAT, customs duties and handling fees are paid by us; you won't receive a "fee to pay" card or a customs charge, and nothing is collected at the door.

10. Shipping Protection

Shipping Protection is an optional service you can add to your order at checkout. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.

The Shipping Protection fee is non-refundable once your order has been dispatched, including if you return the order, or part of it, later. It is only refunded when an order is cancelled within the 5-minute window in section 1.

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