Refund policy
Can I Sell Rose & Caramel Products On Amazon?
No, you are NOT authorised to sell Rose & Caramel products on Amazon, however you can use your own websites, social medias and stores to sell our products.
Can I Cancel My Order?
Here At Rose & Caramel, We Will Start To Process Your Order As Soon As We Receive It. This Means That Once Your Order Has Been Placed, You Will Be Unable To Cancel Or Edit Your Order.
Can I Return My Order For An Exchange?
Unfortunately, We Don't Offer An Exchange Facility. Simply Return Your Item(s) And Reorder For A Replacement. Your Refund Will Be Processed Once We Have Received Your Unwanted Items.
Can I Return My Order For A Refund?
Yes, You Can Return Your Order For A Refund.
Rose & Caramel Accepts Returns Within 14 Days Of Delivery, For A Refund If The Products Are Returned In Their Original Condition.
No Refund Will Be Made For Products That Have Been Opened Or Are Returned Damaged. To Return A Product Please Contact Customercare@Roseandcaramel.Co.Uk. All Shipping Costs For Returns Are The Responsibility Of The Customer.
When Will I Receive My Refund?
We Can Only Process Your Refund Once Your Order Has Been Returned To The Warehouse & Has Been Processed Through Returns. Once Your Refund Has Been Processed, Please Allow 7 Working Days For Your Refund To Process Into Your Account.
My Order Has Arrived Damaged. What Do I Do?
In The Event Your Order Arrives To You Damaged, Please Email Us At Customercare@Roseandcaramel.Co.Uk And We Will Work With You To Resolve The Issue.
Please Note: You Must Provide Photo Evidence Of Any Damaged Products. Failure To Provide This Will Result In Us Not Being Able To Escalate This For A Resolution.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
In The Event You Receive An Incorrect Or Faulty Item. Please Email Customer Service, Ensuring You Include The Below Information -
- Your name
- Your order number
- Picture of the fault / incorrect item
Can I Change My Address After Placing An Order?
As We Process And Ship All Orders As Soon As Possible, We Do Not Accept Any Address Changes After Your Order Has Been Placed. Please Ensure That You Are Checking All Your Details Are Correct, Prior To Checking Out.
Postage/shipping:
If Your Parcel Is Marked As ‘Delivered’ By The Local Postal Service, Yet You Do Not Physically Have Your Parcel It Is Up To The Customer, Not Rose & Caramel To Contact The Local Postal Service To Follow Up The Problem. If The Local Postal Service And The Customer Do Not Resolve The Discrepancy, Rose & Caramel Will Work With You To Resolve The Situation.
Any Orders Containing A Pre Order Item Will Be Dispatched Together When The Item Is Back In Stock. If You Wish To Receive The Products That Are In Stock Before Pre Oder Items Are Back In Stock The You Will Need To Cover The Cost Of Shipping.
If You Wish To Dispute Delivery Of Your Order, You Have 14 Days If You Are A UK Customer Or 28 days If You Are An International Customer, Starting From The day That The Tracking Status For Your Order Is Updated By The Carrier As Fulfilled (i.e. Updated As Delivered To The Address Set Out In The Dispatch Confirmation). We Also Reserve The Right To Request Evidence, Before Issuing Any Refund Of The Price Paid And/Or Any Associated Delivery Costs.
DISPUTES ON DELIVERY
Where We Suspect Fraudulent Activity, Including But Not Limited To Circumstances Where There Are Suspicious Claims Relating To Orders Having Been Placed, But Not Received, Or If We Suspect That You Are Returning Items After They Have Been, Opened, Tampered With Or Used, Or Items Returned Do Not Match What You Ordered, We Reserve The Right To Withhold Refunds And Block Your Account (And Any Associated Accounts) From Placing Orders In Future.
If This Happens To You And You Think We’ve Made A Mistake, You Can Contact Us and We Will Discuss The Matter With You Further.
Do I Have To Pay Customs Charges If I Am Ordering Outside Of The UK?
Any Customs Charges Are Applied At The Discretion Of The Carrier And Local Laws And All Customs Charges Will Be Payable By The Customer And Will Not Be Covered By Rose & Caramel Or Included Within Your Delivery Cost.
For More Accurate Information, We’d Suggest Getting In Touch With Your Local Customs Office So You’re Not Surprised If There Are Any Unexpected Delivery Charges At Your End.
Delivery Timescale From Ordering –
All Orders Are Shipping The Same Day, If Placed Before Our 3pm Cut Off.
Any Orders Purchased After 3pm On A Friday Will Be Classed As The Next Working Day, Including Orders Purchased With First Class Delivery.
We Do Not Operate Over A Weekend Or Bank Holidays.
What Are Your Customer Service Hours?
Our Working Hours Are Monday – Friday, 10am – 4pm. Any Enquiries Sent After 4pm On A Friday Will Receive A Response From 10am Monday.
Pre Orders:
All Orders That Contain A Pre Order Item Will Be Dispatched All Together Once The Pre Order Item Is Back In Stock
Sales Policy:
Any Discount Codes For Rose & Caramel Cannot Be Used In Conjunction With Any Sales Items, Bundles Or In Conjunction With Another Discount Code.
In The Case 2 Offers Have Been Used Together, Your Order Will Be Void, Cancelled & Refunded.
How Do I Contact You?
You Can Contact Us By Emaling customercare@roseandcaramel.co.uk – Please Ensure You Provide Your Full Name And Order Number On Your Email.