FAQ
We hope that your experience with us is as effortless as possible, however, we do acknowledge that you may have a question.
Where is my order?
This is a question we frequently get asked so we put together a shipping guide here, where you can also track your order. Please note shipping takes approximately 7/12 business days. The most common arrival time is 6/8 days. But please allow the full time frame to pass before getting in touch.
If your order has not arrived within this time frame please get in touch with us and we'll be more than happy to help!
Customs charges
You shouldn't be asked to pay custom charges. If any charges apply, we always pays these so you should never be asked to pay. Should you run into any issues, please reach out to us.
Something is missing from the order
While our packers are pretty great at getting your order together, very rarely they may leave an item out from the order. This is because we prefer to ship your in stock items first, and get your second items to you after. If this happens, drop us an email to please just reach out to us at hello@richmond-rose.com and we can get this sorted for you. If this happens, we will require a photo of what you received for verification purposes.
How do I cancel my order?
If after placing your order you realise you’ve made a mistake or no longer want the order, then we can process a cancellation within 12 hours of the order being placed, unless the order already has a tracking number. Please reach out to us at hello@richmond-rose.com and provided it’s within 12 hours and the order hasn’t shipped, we should be able to cancel your order and process a refund for you.
Once your order has been shipped it is too late to cancel your order.
Return policy
Our return policy lasts until 14 days after the item is marked as delivered. If you are unhappy with your order or you have received a faulty item, please reach out to us at hello@richmond-rose.com within 14 days of delivery and we will be able to assist you. Check our Return & Refund Page for more info
I'm not happy with how my order turned out
We want you to love your product! If you receive it and aren’t happy with it for whatever reason, reach out to us at hello@richmond-rose.com and we will see what we can do for you.
If the issue is not flagged to us within 14 days of the order being marked as delivered then we can no longer provide a refund or return for you.
Contact us
If we still haven't managed to answer your question please feel free to contact us at hello@richmond-rose.com and we'll get back to you as soon as possible.