Returns and Refunds


Our policy lasts 30 days. If 30 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. 

There are certain situations where only partial refunds are granted. This includes any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds (if applicable)

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.

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.

Late or missing refunds (if applicable)
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.

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 stamped addressed 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. 

Late or missing deliveries

We dispatch all our orders within 24 hours of you having placed your order, using First Class Royal Mail delivery. As such, you can expect to receive your order within two to three working days. According to Royal Mail guidelines, you must wait ten 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.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Postage and shipping
To return your product, email us your details at info@rockpaperroses.com and we will tell you how to proceed.

If you are returning your item due to damage or defect, we will cover the postage costs for you for one exchange only.

Postage and shipping costs are non-refundable. If you receive a refund, the cost of return postage or shipping 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.

If you are posting or shipping an item over £30, you should consider using a trackable postage or shipping service or purchasing insurance. We don’t guarantee that we will receive your returned item.

For any other enquiries, please contact us at info@rockpaperroses.com