Shopping FAQs

Answers to questions about shopping, orders, delivery and payment

Here you will find the answers to your questions about shopping on our site, your order, delivery and payment options. For wholesale, press and general enquiries please email info@rosiesugden.com.

Miscellaneous FAQs

What size am I?

Currently all our women’s accessories are one size, except our socks which are a size UK 4-7. Specific product information is available on each product page.

 

I am unsure about the colour of an item?
We have tried to reflect as much as possible the actual colour, obviously digital matches as best it can, but if you are unsure about this please contact us and we can send out a yarn wrap.

 

Shopping and payment

How do I place an order?
Start browsing through our different products which can be seen by clicking one of the categories along the top bar. When you have found the product you’d like to purchase, simply click ‘ADD TO BASKET’. Continue browsing if you’d like to purchase more products, or checkout by clicking on the ‘ITEMS’ link next to the shopping trolley icon in the top right of every page.
Do I need to open an account to order goods?
You don’t need to open an account with us prior to shopping on the website. Payments are securely handled by PayPal and if you don’t have a PayPal account you can pay safely by card without registering with PayPal either.
How do I know when my order has been received?
An email will automatically be sent to you as the order is processed, then you will receive another when your order has been dispatched.
What do I do if there is a problem with my order?
Please contact info@rosiesugden.com.
What payment methods do you accept?
PayPal, Visa Debit, Visa Credit, MasterCard, American Express and most major credit/debit cards. If you would prefer to send a cheque please contact us at info@rosiesugden.com.
Can I order from overseas?
Yes, when you input your address during checkout the appropriate shipping charge will be shown. Either +£13.00 for delivery within the EU or +£20.00 for international delivery. Default UK shipping is £5.95. If you have any queries please contact us at info@rosiesugden.com.
Can I add an item to my order after I have placed my order?
Unfortunately not, you will need to place a separate order for anything else that you wish to purchase.
Why has my card been declined?
Your bank will be able to let you know why your card has been declined.
My order is missing an item or contains an incorrect item, what should I do?
Please contact us at info@rosiesugden.com and we will investigate this matter for you.
My order did not go through but I think you have charged me?
We will of course be happy to rectify any problems that occurred during the order process. If you suspect that something has gone wrong please get in touch with us as soon as possible and provide as much information as you can. If you received an email receipt from PayPal please forward this with any correspondence. If you didn’t receive a PayPal receipt but think you may have been charged please check your bank statement to verify this prior to getting in touch.

Website security

How secure is your website?
All transactions are totally safe and secure and are handled by PayPal. PayPal is a safer, faster, more secure way to pay online – your financial details are never shared (not even with RosieSugden.com) and your bank, credit or debit card details are safeguarded. PayPal also protects your purchases so just in case there is a problem you can get your money back and with each purchase a confirmation email receipt is immediately sent to you.
How do I know it is safe to shop with you?
Around the world tens of thousands of retailers (including Zara, Top Shop, Savile Row Company, Boots, Superdrug) use PayPal to securely process online transactions. Your financial details are never shared, your bank, credit or debit card details are safeguarded and PayPal also protects your online purchases.
Is my personal information kept private?
Please rest assured that all the information you share with us is private and confidential. At no point will we share or sell your personal information without your consent. Please see our privacy policy for more information.

Shipping

How and when will my purchases be delivered?
We aim to ship within seven working days if the item is in stock. We will contact you directly if there is a problem with your order. Your order will be sent via Royal Mail. All orders are sent recorded delivery and will require a signature upon receipt. Please note as a small company we try to ship items as soon as possible. However, during busy periods it may take up to twenty business days for your item to be dispatched.
How much does shipping cost?
Deliveries within the UK: £5.95
Delivery to the EU: £13.00
Delivery to Rest of World: £20.00

Returns, refunds and exchanges

What is your returns policy?
We hope you will be delighted with your goods, but if not and you wish to make a return for either a refund or exchange, please make sure any garment is unworn, in its original condition and placed back in its protective packaging and then returned within 14 days of invoice date (UK customers); 21 days (Europe excluding UK); 28 days (Rest of the World). Please note that a garment cannot be accepted back should it smell, for example of perfume, cooking or smoke. We will refund you by the same method that you paid us.
What if my goods are faulty?
In the unlikely event that the product is faulty on arrival, incorrect or damaged in transit, please notify us immediately. If we are unable to provide you with a replacement you will have to return the item to us and we will refund you the cost of the item plus the original postage fee.
How do I return goods?

Please fill out the returns and exchanges form enclosed in your package as this will help speed up the process. Any comments regarding the reason for the return are greatly appreciated. Then send returns by registered mail, insured for its full value to: Customer Returns, Rosie Sugden Scottish Cashmere, #1, 50 Annandale Street, Edinburgh, EH7 4FA,Scotland, UK. The customer is responsible for the postage costs incurred when returning an item. Goods must be placed back into their original packaging with the return slip and we recommend that you send it recorded delivery (first or second class) from the post office. R o s i e S u g d e n  cannot be held responsible for any item that does not arrive here.Delivery charges are non-refundable, unless the item is returned within 10 days.

How do I exchange goods?

On our returns sheet you can ask us to exchange an alternative garment, or more suitable colour or style, and if it is in stock we will dispatch it. If we do not have it in stock but it will be arriving into stock shortly we will notify you and you can decide whether you wish to wait or receive a refund. If you receive an exchange repeat postage charges will be waived. Should you prefer to make the exchange for an alternative style or type of garment you may also do this, and if there is a payment difference in your favour we will make the appropriate refund, or if the amount is greater then please contact us at info@rosiesugden.com. When exchanging an item please fill in the form on the dispatch note that accompanies your parcel with the new colour, style or item required. It is a good idea to check that it is in stock by contacting us first by e-mail. You will have to send the item back to us at your own expense and it must be in its original condition and packaging. We recommend that any returns/exchanges are sent by recorded or special delivery ‘signed for post’ as we are unable to accept any responsibility for items that do not reach us. Proof of postage is not sufficient. Then send exchanges by registered mail, insured for its full value to: Customer Exchanges, Rosie Sugden Scottish Cashmere, #1, 50 Annandale Street, Edinburgh, EH7 4FA,Scotland, UK.

How long might a refund take?
If you receive a faulty item and are returning it for a refund, once we have received the item the PayPal account or card used for the purchase will be credited with the cost of the goods. Please make sure you send any returns via registered post with proof of posting for your own peace of mind. Your credit card company will typically take 4-7 working days to process the refund.
What happens if I cancel an order prior to despatch
Under the Consumer Protection (distance selling) Regulations 2000, you have a statutory right (exercisable up to and including the seventh working day after the day of delivery), to cancel your order for any reason and receive a full refund. If you have recently placed an order with us and wish to cancel it, please email us as soon as possible at info@rosiesugden.com quoting your order reference number, the date the order was placed, your name and post-code.

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