Refund policy

Every Rose Thorns piece is made by hand, usually after you order it. This policy explains your rights and how returns work for each type of order.

Changing your mind

To cancel, email contact@rosethorns.co.uk within 14 days of delivery with your order number. You then have a further 14 days to send the item back.

  • Items must be returned unworn, unwashed and in their original condition, with any tags and packaging.
  • You are responsible for the cost of return postage. We recommend a tracked service, as we cannot refund items lost on their way back to us.
  • We may reduce your refund if an item comes back worn, damaged or handled more than you would need to try it on.
  • Refunds are made to your original payment method within 14 days of us receiving the item. Your original standard delivery charge is refunded; any extra for express delivery is not.

Returns from outside the UK
The same 14 day right to cancel applies wherever you are. You’re responsible for the cost of sending your piece back, and we recommend a tracked service, as we can’t refund items lost on their way to us. We’ll refund the cost of your original delivery up to the price of our cheapest delivery option to your country. Import duties and taxes paid at checkout can’t be refunded once your order has been delivered, as they’ve already been paid in your country.

Cancelling before your piece is made
If you change your mind before we have started making your piece, get in touch as soon as you can and we will cancel your order and refund you in full.

Custom orders
Pieces made to your own measurements or specification, such as a custom skirt length, are made for you alone and cannot be returned or refunded unless they are faulty. We will always confirm the details with you in writing before we begin.

Faulty or incorrect items
If your piece arrives faulty, damaged or not as described, please email us within 30 days of delivery with your order number and photos of the problem before sending anything back. Once we have confirmed the fault, we will arrange a repair, replacement or full refund, and cover the cost of return postage.

A fault is a problem present when your piece arrived. Wear and tear, accidental damage, or damage caused by washing or caring for a piece against its care instructions are not faults and are not covered.

This does not affect your statutory rights.

Exchanges
Because each piece is made to order, we do not offer direct exchanges. Please return the item for a refund and place a new order in the size you need.

Questions
Unsure about sizing before you order? Email contact@rosethorns.co.uk and we will gladly help you choose.