UK Returns
We understand that not every piece is for everyone and if it’s not quite right, simply return your item for an exchange or refund within 90 days. Please note this excludes bespoke items, engraved items, and special orders.
You will be responsible for the costs of returning the goods to us unless we deliver the item to you in error or if the item is faulty.
- Contact us at info@undertherose.co.uk or call 0208 398 5504
- A returns fee of £3.00 will be deducted from your refund
- Please return with all original packaging
- All items must arrive intact, unworn, and in their original condition.
- You will be sent a link to return your with the Royal Mail’s tracked service. Follow the steps to have your order collected or take your packaged item to any Post Office.
Or
- Send your parcel back to our returns address using a tracked postal service.
Our return address is: Under the Rose Limited, First Floor, 5 Kingston House Estate, Portsmouth Road, Long Ditton, Surrey. KT6 5QG
Overseas Returns
If you would like to return an item from overseas, please email info@undertherose.co.uk, quoting your order number. Please be aware that international customs duties and sales taxes are not refundable.
- Send your parcel back to our returns address using a tracked postal service.
- Our return address is: Under the Rose Limited, First Floor, 5 Kingston House Estate, Portsmouth Road, Long Ditton, Surrey. KT6 5QG United Kingdom.
- Please ensure that you write clearly on the paperwork that the item is being returned with zero customs value. Any fines or costs incurred for the return of items that do not follow these guidelines will be deducted.
- Shipping charges for overseas returns are non-refundable
- Please contact your tax office for a refund of any customs or local taxes.
Promotions
Where promotions, such as Sale, have been used, discounts will be applied to each item in the basket. In the event of a return, you will only be refunded the amount paid. If the order contained a free promotional gift, the gift must be included with the return of any related items.
Refunds
We will issue a refund as soon as we have received and inspected the returned jewellery. We will refund you via the method you paid. If we are refunding your credit card, please be aware that it can take a few days for the refund to show up on your account, depending on your merchant services provider or credit card issuer.
We will not accept returns for any items that have been worn unless the product is faulty.
Returning faulty goods
Firstly if you have received a faulty item we are sorry. Please email us at info@undertherose.co.uk and send a clear photo of the issue or call 0208 398 5504 so we can assist you further. Please note, items personalised wrongly due to the fault of the customer, such as wrong spellings or dates, cannot be replaced or refunded so please double-check all information added to your order.
Warranty
All our jewellery also comes with a 1-year warranty, in which we are happy to exchange items with manufacturing faults free of charge.
Exchange
If you require a different size or would like to exchange what you’ve bought for another piece, we are happy to offer exchanges within 90 days of purchase. Please note this excludes bespoke items, engraved items and special orders. To proceed with an exchange, simply follow the below instructions:
- Contact us at info@undertherose.co.uk or call 0208 398 5504
- If the new item is more expensive, you will receive an email notifying you to make the additional payment.
- If the item you choose is lower in price, we will refund the difference to your original payment method.
