Frequently Asked Questions
Delivery & Shipping
How long will my delivery take?
All products are handmade to order; we kindly ask customers to allow 3 - 4 weeks to receive their order. Should you require a piece more urgently, don't hesitate to get in touch with us, and we will do our best to accommodate your needs.
What are the delivery options available for my UK order?
Orders will be sent via Royal Mail Special Delivery at a cost £6.85 and you will be sent your tracking details via email.
How much does delivery cost?
UK Delivery: £6.85
International : £7.50
Can I track my order?
Yes, once your order has been dispatched, you will receive details via email. You can use this tracking number to monitor the status and location of your parcel and the expected delivery time. Orders will be sent via Royal Mail Special Delivery.
What should I do if my order is delayed?
If your order is delayed, don't hesitate to get in touch with our customer support team with your order number. We will investigate the issue and provide you with an update as soon as possible.
What are the delivery options for international orders?
International orders will be sent via Royal mails international tracked and signed service at a cost of £7.50 and you will be sent tracking details via email.
Returns
Can I return my order for a refund or exchange?
All website orders are individually handmade to order. Therefore, all Rose and Grace sales are final, in line with the UK's Consumer Contracts Regulations: made-to-order items cannot be cancelled or returned unless faulty. As such, we cannot accept any returns unless an item has arrived to you faulty or we have made a mistake with your order. In such cases, please get in touch with us as soon as possible, and we will do our best to resolve the issue.
Can I cancel my order?
If you wish to cancel an order before it has been made, please get in touch with us within 48 hours of placing the order. Made-to-order items cannot be cancelled or returned unless faulty after the first 48 hours.
How do I return a product if it's faulty or incorrect?
If an item is faulty, defective, or incorrect, you must inform us in writing with full details of the order and the defect. The item/s in question must be returned to us within 14 days of receipt, along with your proof of purchase. Where possible, orders should be returned with the items and all packaging in their original condition - unworn and securely wrapped, including our delivery slip. Please mark it as 'Return' on the external packaging; items for inspection must be sent at your risk and cost. The customer must cover the cost of the returns.
For international returns: Please clearly state on the customs form that this is a "returned item sent back to vendor". If not clearly stated, any customs charges incurred by the Seller will be deducted from your refund or charged to you in cases where items are sent back for repair/resizing.
We advise you to post items back to us via the Royal Mail Special Delivery Tracked service and keep a note of your tracking number. We are not responsible for lost packages and cannot issue a refund if your package is lost or damaged.
Can I return sale items?
All products bought on sale are final and sale items are not eligible for refund or exchange unless the item in question is faulty.
Get in Touch
If you have any questions or need help, please fill out the form below. We do our best to respond within 1 business day.