How do I make a return?
Please contact us at hello@heartsandroseslondon.com with the reason for your return and one of our team will be able to assist you.
How long does it take to process a return?
Our team work hard to try and process the returns within 3 working days of receiving the items. If you have requested a refund, the refund would be confirmed once we process the return, however, if you paid by card, the refund would take a few working days to show in your account. This is dependent on your bank. If you had paid via PayPal, you should receive the money back into your PayPal account in the same day the refund is processed.
Do you provide a returns label?
We do not provide a returns label unless we have stated otherwise via email. If you wish to make a return, you would be liable for the return the shipping cost.
Can I get a refund for an unwanted item?
We offer full refunds for the items you have paid for. The exceptions being corsets (for health and safety) and any items which are on sale.
What is your refund policy?
All items must be returned to us within 14 days of receipt. Any returns after this date can be rejected and will be sent back to you at your expense. To view our full returns policy, please click the link below:
https://www.heartsandroseslondon.com/delivery-information
Will my shipping charges be refunded?
Shipping costs or customs fees you may have paid will not be refunded. These are the costs to ship the item which we do not get back should you request a refund.
I have lost a button, can I request a spare or replacement button?
We do not sell any spare buttons. You could try a local DIY store and hopefully they have a similar button which you could use.
I am unsure which size would fit me best?
The best way to go about this is to order the sizes you think would fit and return the others back to us for a refund. The exceptions being corsets (for health and safety)
How do I make sense of the size guide?
We have individual size guides for most of our items. The measurements are halved and are in centimetres except for the length of the item which is not halved.
How long will my order take to arrive?
Our ETA’s are mentioned on our delivery and returns policy for some countries. If your country is not mentioned on the list, you can expect the order to arrive within 7 working days subject to delays.
https://www.heartsandroseslondon.com/delivery-information
I placed an order but didn’t receive a confirmation to my email.
The confirmation email may have ended up on your spam/junk folder. Otherwise there may be a spelling mistake in the email you have provided. If it is not either of these cases, please let us know at hello@heartsandroseslondon.com
What payment methods do you accept?
We accept all card payments and PayPal.
