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 firstname.lastname@example.org.
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?
Shopping and payment
How do I place an order?
Do I need to open an account to order goods?
How do I know when my order has been received?
What do I do if there is a problem with my order?
What payment methods do you accept?
Can I order from overseas?
Can I add an item to my order after I have placed my order?
Why has my card been declined?
My order is missing an item or contains an incorrect item, what should I do?
My order did not go through but I think you have charged me?
How secure is your website?
How do I know it is safe to shop with you?
Is my personal information kept private?
How and when will my purchases be delivered?
How much does shipping cost?
Delivery to the EU: £13.00
Delivery to Rest of World: £20.00
Returns, refunds and exchanges
What is your returns policy?
What if my goods are faulty?
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 email@example.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.