FAQ - Frequently Asked Questions
DELIVERY & SHIPPING
1. How long will my order take to arrive?
Orders are usually processed within 1–3 business days. Once your order has been dispatched, delivery typically takes 8–12 business days.
Please note that delivery times are estimates and may occasionally be affected by circumstances outside our control.
2. How much does shipping cost?
Shipping is completely free on all orders. There is no minimum order value.
3. How can I track my order?
You can track your order at any time through our Track My Order page.
You can look up your order using either:
- Your tracking number, or
- Your order number together with the email address or mobile phone number associated with your order.
Please note: It may take 1–2 days after dispatch for tracking information and delivery progress to appear on our Track My Order page.
4. When will I receive my tracking number?
Your tracking information will be sent to you by email once your order has been dispatched.
Please allow some time for the tracking information to become active after dispatch.
5. My tracking information hasn't updated. What should I do?
Tracking information may take a little time to update after your order has been dispatched.
If your tracking information has not updated for several business days, please contact us at info@rosellebrighton.uk and our customer service team will be happy to assist you.
6. Can I change my delivery address after placing my order?
If you need to change your delivery address, please contact us as soon as possible at info@rosellebrighton.uk.
We cannot guarantee that we will be able to change the address once your order has been processed or dispatched.
7. What happens if my order is delayed?
While we aim to deliver all orders within the estimated timeframe, occasional delays can occur due to high demand, shipping carriers or circumstances outside our control.
If your order appears to be significantly delayed, please contact us at info@rosellebrighton.uk and we will look into it for you.
RETURNS & REFUNDS
1. Can I return my order?
Yes. You have 30 days from the date of delivery to request a return, provided that the item meets the conditions set out in our Returns Policy.
2. How do I request a return?
To request a return, please contact us at info@rosellebrighton.uk with your order number and details of the item(s) you wish to return.
Our customer service team will provide you with the next steps.
3. Who pays for the return shipping?
Return shipping costs are the responsibility of the customer.
However, if you have received an item that is faulty due to a manufacturing defect or you have received the wrong item, it´s on us.
4. When will I receive my refund?
Once your return has been received and inspected, we will process your refund in accordance with our Returns Policy.
Refund processing times may vary depending on your payment provider.
ORDERS
1. Can I cancel my order?
If you wish to cancel your order, please contact us as soon as possible at info@rosellebrighton.uk.
We cannot guarantee that a cancellation will be possible once your order has been processed or dispatched.
2. I received a damaged or incorrect item. What should I do?
We're sorry if something isn't right with your order.
Please contact us at info@rosellebrighton.uk as soon as possible, including your order number and, where applicable, photographs of the item received. Our customer service team will review the issue and help you with the next steps.
3. I haven't received my order. What should I do?
First, check your tracking information using our Track My Order page.
If the estimated delivery period has passed and your order has still not arrived, please contact us at info@rosellebrighton.uk and we'll be happy to look into it.
CONTACT US
Still have a question?
If you have any questions about your order, delivery, returns or products, you can contact our customer service team by email:
We aim to respond to enquiries as soon as possible.
We're here to help.
