FAQ

How can I contact you?
You can contact us at help@rosiesorrell.com or on
07931 096786
During our opening hours of Monday - Friday 9am - 2.30pm
Please do bear in mind I am one person running the store, just me! So I cannot reply to queries immediately sometimes it can take me a little time. I pride myself on giving excellent customer service so please do rest assured I will get back to you as soon as I can.
How is my order shipped?
We use Royal Mail for the majority of our orders. If the order is over £100 we will usually use Parcelforce.

How long does it take?

We aim to pick and pack your order within 1-2 working days. In extremely busy times this may take longer. We will email you as soon as it has been dispatched.

What are your delivery charges?

UK orders under £35 post is £3, over £35 it's free. We use Royal Mail as standard. 

Ireland orders under £50 post is £5, over £50 it's free.

EU orders under £50 post is £6, over £50 it's free.

We currently only post within the UK and EU. Customs fees are entirely the responsibility of the customer to anticipate and pay any fees due. We are not liable for any custom fees charge in the country of purchase.

Please drop us an email at help@rosiesorrell.com if you are looking to shop from elsewhere.

Can I deliver to another address, other than my card billing address?

Yes please enter this at checkout.

What is your cancellation policy?

If you wish to cancel your order you can do within 14 days so just email us help@rosiesorrell.com

If it has already been dispatched you will need to pay the return postage to us.

I want to change my order, what do I do?

If it has not been dispatched we will amend this for you. Please contact us at help@rosiesorrell.com ASAP!

 How do I pay?

We use Shopify and Paypal as our payment platforms. We are hoping to add Klarna in the near future.

 

Are my card details stored and is it safe?

Rosie Sorrell does not see your card details nor are they stored.

Paypal is a very safe way to pay. You can find out more here.

 How do I use a promotional code?

If we have a promotional code running you can enter this at check out. Email us  if you have any problems with that!

 Only one promotional code can be used per order.

What is your return policy?

If you wish to return your item please put it back into the same packaging we sent it in. The item MUST be unworn, undamaged, with the original tags intact. Please do pop us an email before posting it back at help@rosiesorrell.com or via our facebook page - so we know to expect it. If you are planning to return an item you must notify us within 14 days. All items should be new, in packaging with the original tags. When we receive it, we will email to confirm your refund.

Please post using a signed service as this protects you in case it gets lost in the post. Buyer covers the return postage cost. Our return address is:

 

Rosie Sorrell

48 Hughenden Rd

St Albans

Herts

AL4 9QS

 

If the item is defective please take a photo of them item and send it to us at help@rosiesorrell.com We will issue you with a refund or a replacement once it has been returned to us. 

If you wish to return bedding or socks or jewellery these MUST be unopened and in the original packaging. We cannot accept returns for bedding, jewellery or socks that have been opened.

Face masks are an hygienic item and cannot be returned.

FREE GIFTS

On occasion, we may run a promotion to receive a free gift with orders, with or without a certain spend amount. If you receive a free gift with your order and you then return the order, you must return the free gift along with it, otherwise the RRP cost of the free gift will be deducted from your refund.

Do I need an account?

You don't need one, but it helps you to keep track of your orders! You can create one on checkout, or checkout as a guest.

Is my personal information kept private?

Please see our privacy policy here.

VAT number GB274749755