Complimentary FACE MASK WITH EVERY ORDER
Free Next Day Delivery for UK Orders Above £100

Delivery and Returns Policy

Shipping prices vary based on item size, weight, and quantity. The heavier your order is, the higher the shipping charge.
 

UK ORDERS: 

Hearts & Roses London offers free shipping on all UK orders above £60! Below £60, there will be a shipping charge starting from only £4.99! We ship via tracked services, which include SMS and EMAIL notifications directly from Royal Mail (if details are provided). The tracked service is the safest and most reliable service available. 

We use Royal Mail as our courier service provider. The expected time of delivery is provided to us by Royal Mail. Our aim is to dispatch orders on the same day of the order being placed as long as the order is placed before 3 pm! So you don't have to wait much time for what you admire! 

 

Tracked 24 service delivery aim is next working day!

Tracked 48 service delivery aim is 2 working days.

 

We also offer guaranteed next day delivery to all of our UK customers!

Place your order by 3 pm Monday - Thursday for next day delivery. 

Orders placed after 3 pm and weekend orders may be shipped the following working day.


Some things to bear in mind:

·         We are not in the office on bank holidays or weekends so please consider this when placing your order. If there are any issues with your order we will contact you via email.

·         We, unfortunately, cannot offer a pick-up service from our Head Office due to Health and Safety reasons.

·         Your delivery address is taken directly from your order, so please make sure this is correct when checking out. Please do not rely on your PayPal details as we have no access to it.

·         In case of an incorrect address, please contact us as soon as possible as we would not be able to help you after we dispatch your order. We would not be held accountable for any mishaps provided to us. We recommend all of our customers to double check all information provided before completing the order.

-        These services are provided by Royal Mail as well as the delivery aim, if there are any delays once its been posted, these are not in our control. Should you experience any delays, please contact us so we can investigate into the matter. 

 

INTERNATIONAL ORDERS:

EUROPE:

Hearts & Roses London offers a standard delivery rate starting from only £14.99! We use services offered by DHL which provides a tracking number and also requires a signature upon delivery, the safest and most convenient shipping method available. This should arrive within 5-14 working days depending on your location. You should receive an email confirmation from DHL in regards to your delivery and the customs fees (if applicable). 

As a signature is required upon receipt of your parcel being delivered; if you are out when delivery is made, a card will be left to instruct you what to do.

Due to Brexit, duty fees and taxes levied by your country may apply to your order and you are resposible as the recipient for these charges. This needs to be paid in order for your order to be released from customs.


REST OF THE WORLD:

Hearts & Roses London offers a standard delivery rate starting from only £19.99! Orders sent to the rest of the world are shipped via DHL and should reach you within 5-14 working days after dispatch. 

We ship the order via DHL which provides a tracking number and also requires a signature upon delivery, the safest and most convenient shipping method available. You should receive an email confirmation from DHL regarding your delivery and customs clearence fees (if applicable).

As a signature is required upon receipt of your parcel being delivered; if you are out when delivery is made, a card will be left to instruct you what to do.

 

RETURNS:

We try our very best to ensure that every item dispatched is correct and of the highest quality. However, unfortunately, mistakes do sometimes happen. Should you receive an incorrect or faulty item, please email us at contact@heartsandroseslondon.com with this information ASAP, so that we can authenticate your return and we can quickly put things right! To request an exchange please email us and send us back the item you wish to return, once we have received your item we will then send you out your requested exchange item. For a refund or credit note, please contact us via email.

If you are not 100% satisfied with the products you have received we will offer you a full refund.

For a full refund, Items must be returned to us within 14 days of receipt of the goods. For credit note or exchange, items must be returned to us within 28 days of receipt of the goods.

The goods must be returned in their original condition, i.e. in their original packaging, unworn, unwashed and complete with their original labels and tags and there shouldn’t be any smell. If these criteria are not met, we will not be able to accept your returns.

We recommend that you use a TRACKED SHIPPING SERVICE to return your goods as we are not liable for goods lost/delayed in the post.

Unless an item is faulty, incorrect or damaged on arrival, you are responsible for the cost of shipping. 

Unfortunately, we do not refund shipping costs for which you have paid. In the unlikely instance that you receive an item that is faulty, incorrect or damaged, we are happy to issue a full refund including shipping costs, no matter where you are in the world.

PLEASE NOTE: WE DO NOT ACCEPT ANY RETURNS OR EXCHANGES FOR ANY ITEMS WHICH ARE ON SALE

Any duty fees or taxes paid for your shipment, will not be refunded.

 

To make a return, please follow the directions on the returns form found in your parcel. If you can’t find this, please email us and we will email you one. Please tell us your order number, item code and name, colour and size so we can tackle this issue and make amends.

Please send all returns and exchanges to this address:
Hearts & Roses London Returns
39A Minerva Road
Park Royal
London
NW10 6HJ

If you have any problems, please do not hesitate to contact our customer services team on +44 203 940 5503 (EXT 301) or send us an email to contact@heartsandroseslondon.com