Returns Policy

Can I Cancel My Order?

Rose & Caramel Aims To Ship All Orders Within 24 Hours Of Receiving The Order, Monday – Friday. If Your Order Has Not Yet Been Submitted To Our Warehouse Then We Will Review Your Cancellation Request As Soon As Possible.
All Emails Regarding Cancellations Must Be Titled ‘Cancellation Request’ In The Subject Field Of The Email. Please Include Your Full Name And Order Number In The Body Of The Email.

Can I Return And Refund Or Exchange My Order?

Rose & Caramel Will Only Accept A Return, Exchange Or 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 [email protected] All Shipping Costs For Returns Are The Responsibility Of The Customer.

In The Event Your Order Arrives To You Damaged, Please Email Us At [email protected] And We Will Work With You To Resolve The Issue.

When Will I Receive My Refund?

Only Once We Have Received Your Returned Item Will We Begin Processing Your Refund/Exchange. We Are Unable To Process Any Refunds Before We Have Received The Returned 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. All Address Change Requests Will Be Reviewed As Soon As Possible, And If The Order Has Not Been Submitted To Our Warehouse Then We Will Process Your Address Change If Possible. 

All Emails Regarding Change Of Address Must Be Titled ‘Change Of Address’ In The Subject Field Of The Email So That We Can Get Back To You As Soon As Possible. Please Include Your Full Name, Order Number And Corrected Shipping Address In The Body Of The Email, And We Will Do Our Very Best To Update Your Details For You Before Your Order Is Shipped, However, This Is Not Guaranteed.

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.

Delivery Time

Any Orders Purchased After 3pm On A Friday Will Be Classed As The Next Working Day Including Orders Purchased With First Class Delivery. 

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.