Delivery & Returns

Rose & Lime do not believe in expensive and complicated delivery costs so we have just one small delivery charge of £3.99

And if your order total is over £75.00 then your order will be delivered to you free of charge!

Delivery and Lead Times:
We are unable to offer same day or next day delivery.

Orders are placed in an order processing queue after we receive cleared payment.

Delivery is normally 1 - 4 days after receiving your dispatch confirmation email from us.

Delivery may take a little longer during busy periods and during strike action days.

Please allow 7 working days before reporting an item as not received.

Returns & Refunds
Rose & Lime operate a returns policy which lasts for 30 days. If 30 days have gone by since your purchase arrived, unfortunately we can't offer you a refund or exchange unless the item becomes faulty (please provide photos of any faulty items). If an item is damaged upon receipt, again we must be notified within 14 days of receipt of the parcel and photos provided of the damage. If the parcel exterior is also damaged please let us know.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
- Gift cards
- Some health and personal care items eg lip gloss
- earrings

Please do not send your purchase back to us without letting us know to expect it - it would be too easily overlooked in a large warehouse. You should use our 'Contact' link on the website and we can supply you with a reference number for the outside of the parcel. Please note you will need your order number to initiate a return.

There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery (at our discretion)

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit/debit card or original method of payment, within 14 days.
Returns Admin fee: for non-faulty item returns an admin fee applies. At the moment this is 10% of the total order and will be deducted from the refund. No admin fee is applicable in respect of returning faulty items.

Late or missing refunds (if applicable)
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded, unless faulty.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, use our website Contact link to let us know and we will contact you with instructions and a return number. Please note you will need the order number to initiate an exchange.

Shipping
To return your product, you should contact us for return instructions and a return number which must be clearly visible on the return label.

You will be responsible for paying for your own shipping costs for returning an unwanted item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be included in your refund. The return must be received within 14 days from the date the return is agreed. We reserve the right to not refund for unwanted items returned late.

Faulty items, when a return is agreed, must also be received within 14 days. Standard shipping will be reimbursed, but this must be agreed before the item is returned to us. It may be necessary for a tracked service or we may wish to arrange collection ourselves - if a faulty item is simply posted back to us without adequate tracking or using an over-priced shipping method then we reserve the right to refuse to reimburse the additional costs or pay for items that do not arrive back at our premises.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item of relatively high value, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.

Lost Parcels
We process orders the day they are received and ship within 2 working days so parcels should be received within 7 days.

If 10 working days have passed and your parcel has not arrived please let us know.