Rose&Lavender designed this page to help you find the answers to questions you may have about our online store and the services and features we offer. We have listed a comprehensive list of the most frequently asked questions. We hope you will find the answer you require here but if you still cannot find the answer to your question please contact us.
What cards do you accept?
We accept every major debit and credit cards.
Can I pay by any other method?
You can pay your purchases by PayPal. Select your preferred payment method when placing your order.
When will I be charged?
When you reach the final billing page and press 'Make payment' we will immediately contact your bank/card issuer for authorization to take payment from your account.
Do I have to order online?
Ordering over the internet with Rose&Lavender Limited is safe and secure method of paying and therefore we only accept orders placed online.
Can I change my order?
Once your order has been placed, we usually start processing it immediately so it's not currently possible for us to change it or cancel it prior to dispatch. Please, enter your details carefully at checkout to ensure all details are correct. If you wish to cancel your order, we will be happy to assist you return your order once you have received it.
Where is my order?
When your order is dispatched you should receive a confirmation email of dispatch. However, if you do not receive an email, it may have gone into the spam folder or may have been rejected by your security systems if our email was not added to your contacts.
We dispatch orders Monday through Friday, excluding Bank holidays. Orders are usually dispatched within 24 to 48 hours, though it can take longer in certain circumstances. Orders received on a non-working day will be dispatched the next working day. Note: Delivery to rural addresses may take an additional day or two.
Please review our Delivery information for more information.
You have not answered my query
It is our policy to respond to all customer enquiries. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from us within 2 working days, contact us again stating a secondary email address or a family member's or trusted friend's email address. Please include your name, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.
What are your delivery charges?
Please review our Delivery information for full details of our options and rates.
Where do you deliver to?
Rose&Lavender Ltd delivers to UK only (We apologize at the moment we are unable to offer delivery to other countries.)
Do you deliver to BFPO addresses?
We are unable to offer delivery to British Forces Postal Office addresses.
Which courier company do you use?
We use Royal mail or myHermes to deliver your orders.
Will I have to sign for my delivery?
For security reasons, parcels may require a signature on receipt. If you will not be at home during normal office hours you can provide us with an alternative secure delivery address where someone will be available to sign for your parcel. We are unable to deliver to PO Boxes.
Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods.
What will happen if I am not in when you deliver my parcel?
If you are unable to receive your parcel, you should receive a card with written information on where and when you should collect it.
Can you leave the delivery at an agreed hiding place?
Many orders require a signature, so we are unable to leave your order in a safe place. If you are unable to sign for your parcel, you should receive a card with written information on where and when you should collect it.
RETURNS & EXCHANGES
Can I return the goods I have received?
We offer refund according our Returns and Refund Policy. Items MUST be returned in saleable condition: unopened with all packaging/hygiene seals intact, in their original packaging, in an unopened and unused condition.
NOTE: Products on Special Offer cannot be returned. For reasons of hygiene, certain items such as sprays and products for intimate use are non-returnable unless they remain sealed or are faulty. Contact us for a full list of excluded items.
What if I want to cancel my order?
You have a legal right to cancel a contract which starts from the date we confirm your order has been dispatched, which is when the contract between us is formed.
For further details of how to cancel your order or return merchandise please see our Return and Refund policy.
How do I return my goods?
The procedure for returning goods to us is clearly explained in our Return and Refund policy. Please see our Returns section and our terms and conditions for full details.
Do I have to pay for return postage?
If you are cancelling your order because you've changed your mind, please note that it is the your responsibility to send the goods back to us and pay for that.
If the item you received is not what you originally ordered or an item is missing, please, contact us and we will then advise on how to return or received the correct item/s free of charge.
Why have you not refunded the delivery charge?
Delivery charges are non-refundable.
There is a damaged/wrong/missing item in my order.
If there is a problem with the product, goods you receive are damaged or faulty, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
Please notify us as soon as possible via our Contact us form. Damages, defects, missing items or any errors not reported within 7 working days of receipt will not be accepted for return.To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection.
Can I exchange an item?
We do not offer product exchanges. Should you wish to return an item, contact us and follow our Returns and Refund Policy. A separate order should be placed for the product you wish to purchase.
Can you confirm my return?
We usually process a return with 3 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Please do not contact us until 3 working days have passed since we received your return. We recommend that returns are made via recorded delivery and/or that a proof of postage is obtained, in the unlikely event that we do not receive the parcel or just in case anything goes missing. This way you will be able to trace your delivery through the carrier that you used. If it has been more than 3 working days since we should have received your return please, contact us.
How long will it take to receive my refund?
Your refund will be made no later than 14 working days after we have received the goods.
I have been refunded the wrong amount.
Regrettably mistakes can happen. If you think you have been refunded the wrong amount please contact us quoting your order number and the required refund amount. Delivery charges are non refundable so you will be refunded the full value of the items returned less the delivery charge. If a discount or gift voucher was applied to your original order, and the refund of a returned item means that the original discount or gift voucher would no longer apply, the amount refunded will be adjusted to reflect this.
I need more information about a product.
We include as much information as possible about a product on the product description page itself. Although if you have any additional question you can send them via email: email@example.com.
How do I carry out a patch test?
The inside skin of the wrist is the most effective area on which to carry out a patch test. You can also test on the skin behind your ear if you suspect only your face is sensitive. Simply apply the product to that area and if any irritation occurs, often showing as a rash, a burning, prickly or tingling sensation, redness or any other temporary discoloration of the skin, remove the product immediately with warm water and a damp cloth.
What if I have an allergic reaction to a product?
If you have carried out a patch test, as explained in how do I carry out a patch test, and have experienced an allergic reaction, please do not use the product under any circumstances and consult your physician immediately.
Can I use Rose&Lavender products if I am pregnant?
Some of our products contain essential oils which would not be suitable during pregnancy or whilst breastfeeding. We recommend you consult your physician for specific advice.