UK ORDERS:
Hearts & Roses London offers free NEXT-DAY delivery on all orders above £100! Below £100, there will be a shipping charge starting from only £2.99! We ship via tracked services, which include SMS and EMAIL notifications directly from Royal Mail (if details are provided). The tracked service is the safest and most reliable service available. Please note that for the free next-day delivery service by Parcel Force, the delivery aim is the next working day. However, this is subject to Parcel Force service and we cannot guarantee it.
We use Royal Mail as our courier service provider. The expected time of delivery is provided to us by Royal Mail. We aim to dispatch orders on the same day of the order being placed as long as the order is placed before 3 pm! So you don't have to wait much time for what you admire!
Tracked 24 service delivery aim is next working day!
Tracked 48 service delivery aim is 2 working days.
We also offer guaranteed next day delivery to all of our UK customers!
Place your order by 3 pm Monday - Thursday for next day delivery.
Orders placed after 3 pm and weekend orders may be shipped the following working day.
Some things to bear in mind:
- We are not in the office on bank holidays or weekends so please consider this when placing your order. If there are any issues with your order we will contact you via email.
- We, unfortunately, cannot offer a pick-up service from our Head Office due to Health and Safety reasons.
- Your delivery address is taken directly from your order, so please make sure this is correct when checking out. Please do not rely on your PayPal details as we have no access to it.
- In case of an incorrect address, please contact us as soon as possible as we would not be able to help you after we dispatch your order. We would not be held accountable for any mishaps provided to us. We recommend all of our customers to double check all information provided before completing the order.
- These services are provided by Royal Mail as well as the delivery aim, if there are any delays once its been posted, these are not in our control. Should you experience any delays, please contact us so we can investigate into the matter.
INTERNATIONAL ORDERS:
Shipping prices vary based on item size, weight, and quantity. The heavier your order is, the higher the shipping charge.
EUROPE:
Hearts & Roses London offers a standard delivery rate starting from only £24.99! We use services offered by DHL which provides a tracking number and also requires a signature upon delivery, the safest and most convenient shipping method available. You should receive an email confirmation from DHL in regards to your delivery and the customs fees (if applicable). See below if you are subject to Duty fees and/or VAT charges. The de minimus value represents the minimum value your order would need to be (including shipping costs) to be subjected to the charges.
*Our transit times are quoted in working days and are subject to change depending upon the size and destination locations within each country. Please note, that deliveries to remote areas may take longer.*
If you do not see your country mentioned in the table above, please click this link to view all countries and the applicable de minimus':
Country Specific de Minimis Values
For a full breakdown of transit times, please click the link below:
Due to a signature being required upon receipt of your parcel being delivered; if you are out when delivery is made, a card will be left to instruct you what to do.
Due to Brexit, duty fees and taxes levied by your country may apply to your order and you are responsible as the recipient for these charges. This needs to be paid in order for your order to be released from customs.
REST OF THE WORLD:
Hearts & Roses London offers a standard delivery rate starting from only £24.99! Orders sent to the rest of the world are shipped via DHL and should reach you within 5-14 working days after dispatch.
We ship the order via DHL which provides a tracking number and also requires a signature upon delivery, the safest and most convenient shipping method available. You should receive an email confirmation from DHL regarding your delivery and customs clearance fees (if applicable).
*Our transit times are quoted in working days and are subject to change depending upon the size and destination locations within each country. Please note, that deliveries to remote areas may take longer.*
Due to a signature being required upon receipt of your parcel being delivered; if you are out when delivery is made, a card will be left to instruct you what to do.
RETURNS:
We try our very best to ensure that every item dispatched is correct and of the highest quality. However, unfortunately, mistakes do sometimes happen. Should you receive an incorrect or faulty item, please email us at hello@heartsandroseslondon.com with this information ASAP, so that we can authenticate your return and we can quickly put things right! To request an exchange please email us and send us back the item you wish to return, once we have received your item we will then send you out your requested exchange item. We do not cover return postage fees for exchange items, and if you are outisde of the UK you will be asked to pay for an exchange shipping cost. For a refund or credit note, please contact us via email.
If you are not 100% satisfied with the products you have received we will offer you a full refund.
For a full refund, Items must be returned to us within 14 days of receipt of the goods. For credit note or exchange, items must be returned to us within 28 days of receipt of the goods.
All UK customers are entitled to FREE RETURNS provided that we are informed of the return request within 7 days of receiving the goods. We will forward you a pre-paid returns label and the item must be delivered to us within 14 days total of receiving your order. If we receive the return after 14 days we will not be able to refund your order. However, we can offer an exchange for any other item(s) which are the same price as long as we receive your return within 28 days of receipt of the goods. If you have had your item(s) exchanged for a different size and are still unsatisfied, you are welcome to return these to us for a refund provided that your original exchange request is within the 14 days of receiving your order. This return cost will be your responsibility as we will be unable to provide a return label for this. Exchanges requested after the 14 day period can not be refunded if exchanged again and/or refunded. If you have any questions regarding return services, please feel free to contact us.
The goods must be returned in their original condition, i.e. in their original packaging, unworn, unwashed and complete with their original labels and tags and there shouldn’t be any smell. If these criteria are not met, we will not be able to accept your returns.
We recommend that you use a TRACKED SHIPPING SERVICE to return your goods as we are not liable for goods lost/delayed in the post.
If an item is faulty, incorrect or damaged on arrival, please inform us as soon as you open your order so we can resolve this straight away.
Unfortunately, we do not refund shipping costs for which you have paid. In the unlikely instance that you receive an item that is faulty, incorrect or damaged, we are happy to issue a full refund including shipping costs, no matter where you are in the world provided that you inform us of the fault upon receiving the goods. For any orders outside of the UK, we do not offer exchange services and you are responsible for the return shipping cost if you would like a refund. If you would like a different size, you would need to return the order for a refund and place a new order for the other size.
PLEASE NOTE: WE DO NOT ACCEPT ANY RETURNS OR EXCHANGES FOR ANY ITEMS WHICH ARE ON SALE
Any duty fees or taxes paid for your shipment, will not be refunded.
To make a return, please follow the directions on the returns form. Please email us for the form and we will email you one. Please tell us your order number, item code and name, colour and size so we can tackle this issue and make amends.
Please send all returns and exchanges to this address:
Hearts & Roses London Returns
39A Minerva Road
Park Royal
London
NW10 6HJ
If you have any problems, please do not hesitate to contact our customer services team at +44 208 963 0502 or send us an email to hello@heartsandroseslondon.com
