Returns & Refunds

At Amelia Rose Shop, we understand that sometimes a product is not quite right and you may wish to have a refund or exchange.

Our goodwill guarantee is 28 days to return online sales. 

If your order is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know - contact our Customer Service Team by email: info@ameliaroseshop.co.uk  You need to use heading for your email “RETURN” and include following details in the email:

- reason for return;
- your full name, address and contact details;
- the date of your order;
- the details of the goods you wish to return. 

We will contact you to make arrangements with you in respect of return of the products with 48 hours (not including weekends/bank holidays). 

You have to return the product at your own cost. You have to return your product to us within 28 days of your telling us.  Returns are at your own cost. You can:

- send the product back to us, we will discuss with you the best options available for you to return the product to us following receipt of your return notice email. Please send your return using a secure, trackable service. Posting is your responsibility and if the package is lost we will be unable to refund you for the item. You should keep a receipt or other evidence from the delivery service. If you do not do this and we do not receive the goods at all or within a reasonable time we will not refund you the price. For help with returns, including our collection arrangements for products which cannot be posted, contact our Customer Service Team: info@ameliaroseshop.co.uk

- upon prior arrangement with us bring the product to our premises at: 2 Padstow Road, BOSS self storage, Coventry CV4 9XB at the time and date agreed between you and us, please contact our Customer Service Team: info@ameliaroseshop.co.uk  You will need your email receipt.  

All items must be returned in the condition that you received it, with all tags still attached and product packaging included where applicable.

When and how we refund you. If you tell us you have changed your mind about a product that has not been delivered or one that we are collecting from you, we refund you as soon as possible and within 14 days. If you are sending your product back to us, we refund you within 14 days of receiving it. We refund you by the method you used for payment. We don't charge a fee for the refund. 

Any discounts applied to an order, reliant on a specific spend amount, will be deducted from the refund automatically when it is processed.

If you think there is something wrong with your product, you must contact our Customer Service Team: info@ameliaroseshop.co.uk 

Your refund will be credited to match the original method of payment. This will exclude shipping costs (with the exception of faulty items if applicable). 

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we're likely to reduce your refund.

Faulty goods. Please contact us within 28 days of receiving your order and if your order has arrived damaged please email us photos/video evidence. Please note that damaged goods as a result of wear and tear are not considered to be faulty.

If your goods are damaged during shipping, these will be covered by our couriers insurance, and we may ask you to provide us with images of the damaged item(s) as well as the damaged packaging, in order to assist us with claiming from them. Please do not sign for any products until you have fully inspected all items, as items which have been signed for and not checked, will be at your own discression.