If your questions still remain unanswered then please get in touch with us firstname.lastname@example.org
I've placed an order but I need to change something. Can I edit an existing order? We will do our best to help you amend an order, as long as it hasn't already been fulfilled. We ask that you get in touch as soon as possible. If you are amending sizes then we can do this easily subject to sizing availability. If you wish to add items then we would need to invoice you via Paypal for any further costs before adding them to your order.
- I'd like to cancel my order, is this possible? We endeavour to fulfil and dispatch orders within 1 working day (we do not fulfil orders on weekends). If your order is already fulfilled, we're sorry but we will be unable to cancel it. Please do still get in touch as we will be able to discuss how we can help if your order is not fulfilled.
- I've not received an order confirmation email. What do I do? Whenever you place an order with us you should receive a confirmation email and then a further email once your order has been shipped. If you haven't received either of these then please get in touch and we can check the status of your order.
When will my order be shipped? If an order is placed before 12pm on a weekday then we endeavour to ship it the same day. However, this is not always possible especially during peak times so please allow 1-2 working days for shipping. Please note that we do not dispatch orders on weekends or UK bank holidays.
- How long will it take my order to reach me? Once an order has been shipped if you have paid for a standard delivery it should reach you within 3-5 working days.
- Do you ship outside of the UK? Yes we ship to the USA using DHL. We can also help with shipping to other international destinations. Just drop us an email to email@example.com and our customer service team will be happy to assist.
- What will the customs charge be for my order? As this is something that varies from country to country it's not something that we can estimate for you, and you will need to check with your local customs authorities.
- Can I return/exchange an item? We appreciate that things are not always as you want them to be so we are happy to exchange or refund items within 14 days of purchase. All of our returns are run through our online system which can be accessed here: Rosie & Lula – Rosie & Lula (rosieandlula.com). Sales items are only eligible for store credit instead of a full refund including those purchased during a flash sale. Exchanges are subject to availability and shipping costs will be charged. For our full returns policy please follow this link: Delivery & Returns – Rosie & Lula (rosieandlula.com)
- Do I have to pay for returns? Yes, you are responsible for returning items to us. You are welcome to use whichever postal service you prefer but we do request a tracked service as we cannot be held responsible for any returns that go missing.
- I've received an incorrect or faulty item, what do I do? Although we check orders when they go out, we're only human and mistakes are sometimes made which we apologise for! Please email us as soon as possible with a photo of the product/fault, quoting your order number and the paperwork you received. We'll endeavour to rectify this with you as soon as possible.