Returns and Refunds
Our Refund policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund, exchange or replacement.
Some types of goods maybe exempt from being exchanged, refunded or replaced. This is at our discretion. Earrings for pierced ears are exempt from being returned due to hygiene reasons, unless they arrived damaged.
Refunds
To be eligible for a full refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You are responsible for covering the cost of the return postage. For hygiene reasons we cannot refund earrings.
To complete your return or refund, we require proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on your payment method.
Damaged or defective goods
We take every care in packaging and dispatching your order. Our packaging meets Royal Mail standards of care in posting delicate goods. We cannot control how your goods are handled in transit and sometimes they can become damaged or broken during this process.
If your goods arrive damaged or defective, you are entitled to either a full refund or one replacement set at no extra cost to you. We will ask you to return the damaged items in a prepaid envelope that we will send. We cannot replace the item a second time.
If you damage or break the item upon use, we cannot replace it for you and you are not entitled to a refund as this breakage is not our fault. All our jewellery is checked by the packer before it is sent out, all hinges and clasps are tested. Only faulty or defective goods are considered our liability and therefore covered by our refund policy.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@rockpaperroses.com
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges
We can only replace items if they are defective or damaged when you receive them. We will require proof this. For hygiene reasons we cannot refund earrings.
Late or missing deliveries
We dispatch all our orders within 24 hours of you having placed your order, using Royal Mail delivery. As such, you can expect to receive your order within 2- 5 working days. Please do contact us if you have any queries info@rockpaperroses.com
According to Royal Mail guidelines, you must wait 10 days from the expected delivery date before the order is considered lost. If you suspect your order is either lost or delayed please contact us and we will inform you of what the estimated date of arrival should have been. Once ten days from our estimated delivery date has passed you are entitled to either a full refund or one replacement set. We cannot replace a lost item more than once and we can only offer a refund on a lost item once.
Postage
If you are returning your item due to damage or defect, we will cover the postage costs for you for one exchange only.
Postage costs are non-refundable. If you receive a refund, the cost of return postage will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
For any other enquiries, please contact us at info@rockpaperroses.com