COVID-19 DELIVERY UPDATE: Please note that although we are operating as normal, we are also making sure that we adhere to strict safety guidelines. Therefore, our delivery timings as outlined below are going to be slightly delayed. Also, in some cases and depending on Royal Mail delays in your area, deliveries can take up to 2 weeks (UK) and longer for overseas.

UK DELIVERY POLICY

FREE UK DELIVERY ON ORDERS OVER £50

THE FOLLOWING DELIVERY CHARGES APPLY ON ORDERS BELOW £50

• Royal Mail Signed for 2^nd Class Delivery- £3.95 (2-5 working days)*
• Royal Mail Expedited Delivery- £6.45 (1-2 working days)

Purchases made on weekends or bank holidays will be processed the next working day.

Orders received after 1pm will be processed the next working day.

*Please note this is a Royal Mail delivery approximate guideline only and a signature will be required upon delivery

• We will only deliver to the address that you entered on the ‘Shipping Address’ section during checkout
• If you need your items to arrive urgently, please choose the Royal Mail Expedited Delivery option

INTERNATIONAL DELIVERY POLICY

• Europe* – Royal Mail International Tracked & Signed - £12.95 (Royal Mail or another courier)
• Rest of the world*- £20.00 (Royal Mail or another courier)

*Deliveries outside the EU occasionally require additional duty fees, which you will need to pay for when you receive your items.

*Delays in the country's customs department may occur and we are not responsible for delays and international deliveries could take up to 14 working days and longer in some circumstances depending on the country.

• We will only deliver to the address that you entered on the ‘Shipping Address’ section during checkout
• If you need your items to arrive urgently, please note that we cannot expedite international deliveries

*Import tax and other costs: Deliveries outside the EU may be subject to custom fees/duties/import tax and it will depend on your delivery country. All charges and costs are the responsibility of the customer.

Please note that we are not responsible for all other taxes, surcharges, or currency exchange costs.

RETURNS AND REFUND POLICY

RETURNS:

We hope that you will be very happy with your order. However, if for any reason you wish to return your order, you are very welcome to do so within 14 days of receipt provided that the items are returned in their original condition, unused, and with tags/labels/seal fully intact. Please contact us at: hello@rosieandcooey.co.uk

• Unfortunately, due to hygiene reasons, we cannot accept returns on underwear. Please note that swimwear must be tried on over underclothing. Also, please bear in mind that swimwear without the protective strip/tags cannot be accepted.

• FREE RETURNS LABEL WILL ONLY BE PROVIDED ON ITEMS DEEMED FAULTY, OR WRONG ITEMS SENT BY US OR IF WE MISDESCRIBED A PRODUCT

If your item is faulty/damaged or you received an incorrect item, we will send a replacement item as soon as possible (depending on stock availability) or issue a refund once we have received and inspected the returned item.

If you have simply changed your mind or if you bought the wrong item and the order has been dispatched already, the customer will be responsible for returning the item back to us and for paying for returned shipping costs. We will only accept returns on items that are sent back to us in their original condition, unused, and with tags/labels/seal fully intact.

Please send returns to the address below and include in the correspondence your name, address, order number, email address, and reason/s for returning so that we can identify your order: 

 

We are NOT responsible for lost items being returned to us. Please ensure that you obtain proof of postage receipt. If we do not receive the item/s that you wish to return to us and you do not have proof of postage receipt, we are very sorry, but we cannot issue a refund.

When returning an item back to us, please ensure that this is wrapped and packaged well to avoid damage. Please do not tape or paste anything directly on the item or its tags/labels/seal.

RETURNING A FAULTY/DAMAGED ITEM OR ITEM SENT INCORRECTLY BY US OR MISDESCRIBED PRODUCT ONLINE:

A Free Returns label will only be provided for faulty/damaged items or if the item was incorrectly sent by us or if we misdescribed a product online.

In order to return your items to us please contact us via hello@rosieandcooey.co.uk for a free returns label applicable to faulty items/wrong items sent by us/misdescribed product. Please return the items within 48 hours of receiving Free Returns postage label as these cannot be re-issued. 

Free Returns labels are valid for 48 hours only, after expiry the customer will incur the cost of postage.

If you do not use the UK returns label that we have sent you and you have used another service to return the item back to us, we are sorry but we cannot refund this shipping cost back to you.

For international orders: please contact us directly via email with regard to a free returns label: hello@rosieandcooey.co.uk

REFUNDS:

Once we have received the item and have fully inspected it, refunds are processed via the original payment method as soon as goods are received into our warehouse, please be aware that refunds can take up to 14 days (usually sooner) to appear in your bank account.

We offer free shipping for UK orders over £50. However, if you have paid for shipping costs, we are unfortunately unable to refund these costs, unless the item is deemed faulty, damaged, you received the wrong item from us or if we misdescribed the product online.

If the faulty item or incorrectly received item or the misdescribed item being returned to us was originally part of a larger order (i.e. more than 2 items in the original order) in which you paid for shipping the original order, and if you are keeping the rest of the items/s in the order, we cannot refund the original shipping costs.

If you have simply changed your mind or you bought the wrong item, we are sorry, but we CANNOT refund your original postage costs and/or the cost of returning the item back to us.

Please note that items that are returned back to us that are NOT due to a fault/damage with the item, MUST be returned in their original condition, unused, and with tags/labels/seal fully intact. Otherwise, we are unable to issue a refund to you.

We are NOT responsible for lost items being returned to us. Please ensure that you obtain proof of postage receipt. If we do not receive the item/s that you wish to return to us and you do not have proof of postage receipt, we are very sorry, but we cannot issue a refund.

If you missed a delivery, a card will be left. Please follow the instructions left on the card to re-arrange delivery or collect from the collections depot. Please note that we are NOT responsible for lost parcels that you failed to collect from the depot or if you failed to reschedule re-delivery and so we are very sorry we cannot issue a refund.

OTHER ORDER INFORMATION

FAULTY ITEMS AND INCORRECTLY SENT ITEMS:

1. If your item is faulty or damaged or you received an incorrect item, please contact us at hello@rosieandcooey.co.uk.We will send a replacement item as soon as possible (depending on stock availability) or issue a refund once we have received and fully inspected the returned item.
2. If the faulty item or incorrectly received item being returned to us was originally part of a larger order (i.e. more than 2 items in the original order) in which you paid for shipping the original order, and if you are keeping the rest of the items in the order, we cannot refund the original shipping costs.
3. If the faulty item or incorrectly received item being returned to us was the only item in the original order and you paid for shipping the original order, we will refund the original shipping cost.
4. If the item that you received is faulty/damaged or you were sent an incorrect item, we will send you a Free Returns label to return the item back to us. Please refer to our RETURNS AND REFUND POLICY section above.

EXCHANGES

We are sorry but we do not offer exchanges at the moment.

COMBINING ORDERS

We are unable to combine orders if these orders have already been dispatched. If prior to dispatch you have emailed us to let us know that you wish to combine your orders to save on postage costs, we would be happy to do so and you will only be charged for one postage cost.

MISSING ITEM/S FROM YOUR ORDER

Rosie & Cooey will always try and ensure that the items that you receive are exactly the items that you have ordered. However, sometimes errors can be made when fulfilling your order.

If there is an item is missing from your order, please contact us by email within 7 days of receipt at hello@rosieandcooey.co.uk

LOST OR MISSING PARCEL

If you have entered the correct shipping information and in the unlikely event that your order does not arrive within 14 working days for UK and within 30 working days for international- please email us at: hello@rosieandcooey.co.uk

Please note we are unable to action on lost or missing parcels before these times.

All claims for lost/missing parcels MUST be made to us within 60 days of confirmation of dispatch. If we do not hear from you after this period, we will assume that you have received your order and we are not responsible for the lost/misplaced parcel and we cannot issue a refund.

IF YOU MISSED A DELIVERY

If you missed a delivery, a card will be left. Please follow the instructions left on the card to re-arrange delivery or collect from the collections depot. Please note that we are NOT responsible for lost parcels that you failed to collect from the depot or if you failed to reschedule re-delivery.

CANCELLING OR CHANGING YOUR ORDER

Under the Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel your order.

We may be able to cancel your order if the order has NOT been dispatched. Please contact us by email: hello@rosieandcooey.co.uk and advise us that you wish to cancel your order. Please note that once an order has been shipped it is no longer possible for us to cancel an order.

We are unable to change the size, change the quantity, add items, edit your billing and shipping details to an existing order once it has been placed and processed. If your order cannot be cancelled, your order will be processed as normal and a confirmation email will be sent once it has been dispatched.

PRODUCT IMAGES AND DESCRIPTIONS

We have taken every care to describe the products and provide photos as accurately as possible. However, there might be cases where slight variations may occur.