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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 is a shipping charge of £3.95 applicable.

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 within 1-2 working days once your payment has been confirmed. We usually dispatch your order the same day of you placing the order unless your order is processed after 3 pm, in which case your order will be dispatched the following day. The majority of orders should be delivered to your doorstep within 1-3 working days after being dispatched. 

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

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

Orders placed after 3pm and weekend orders will 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.

 

INTERNATIONAL ORDERS:

EUROPE:

We now offer standard shipping to Europe from £10! Orders sent to Europe are shipped via Royal Mail and should reach you within 3-5 working days after dispatch. 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.

REST OF THE WORLD:

We charge a standard delivery rate from £15. Orders sent to the rest of the world are shipped via Royal Mail and should reach you within 5-7 days after dispatch. 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 level 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! We will send out your correct item as soon as we receive the incorrect item unless you have mentioned to us you would like a full refund or a credit note.

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. 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.

 

Unfortunately, we are unable to refund your cost of return.

 

Additionally, we do not accept returns for sale items.

 

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