Policies

Terms and Conditions

These terms and conditions apply to the use of this website at www.rocketandrose.com. By accessing this website and/or placing an order, you agree to be bound by these terms and conditions.

Information about us 

We are Family Designs Limites trading as registered trademark brand, Rocket & Rose ®.

Our registered office is:

Chubb House

West Chapple

Winkleigh

Devon

EX19 8HB

Our company registration number is: 01868949

Our VAT registration number is: 141

Contacting us

If you wish to contact us for any reason, our contact details are as follows:

Trading address:  Family Designs Limited trading as Rocket & Rose ®

Chubb House, West Chapple, Winkleigh, Devon, EX19 8HB.

Email:  info@rocketandrose.com

 

Payment Terms

Payment is required at the time of ordering.  Payments can be made by PayPal or by Credit or Debit Card through our secure card processing merchant.


All our items are handmade to order with an average turnaround of 21-28 days to dispatch. During busy periods the full 28 days is to be expected.


All additional fees and taxes applicable to international orders are payable by the customer.

Delivery

Once complete, all items are dispatched via Royal Mail for delivery in 1-5 working days from item completion.  Items are dispatched on the day they are made & an email notification will be sent to the email you used when you placed your order.

The only exception is if they are made on a Saturday or Sunday & therefor the goods will be dispatched on a Monday.

If you require delivery of your item sooner you can upgrade to an express production service. Please contact us in the first instance to arrange this.


Lost Parcels


If you consider your item to be lost in the post,  please contact me within in 14 days of the date you received your dispatch email.

Orders deemed as lost after this time will not be replaced or refunded under any circumstances.

Royal Mail require a period of time to pass before a parcel may be considered as lost and we ask for your understanding in this matter. Once the item has left our workshop it is in the control of Royal Mail, but we will assist with anything we can until it is received by yourselves.

If your item has still not arrived after this time your order will be replaced & we will file a claim with Royal Mail. No refunds will be given for lost parcels. This is to protect the integrity of the returns policy and ourself as a business, from fraudulent claims.

Incorrect Address


No refunds or replacements will be issued for orders on which an incorrect delivery address is provided.  Please ensure you complete the order details correctly with an up to date email address, as we cannot be held responsible if your order does not arrive due to a wrong address.

 

Refunds & Exchanges

Rocket & Rose items are subject to a strict quality control process however in the unlikely event you should receive a faulty item it will be replaced at our cost. Please contact us within 7 days to arrange a return and exchange.  We feel this is ample time to inspect an item on arrival/receipt of the goods.

We have an up to date size guide which can be found here.

Should you order the incorrect size & the item is NOT personalised (has a name made up as part of the design), we will happily exchange the item as a like for like in design & garment colour.  

In this instance, the buyer must pay for the return of the incorrect size item.  This return must actioned within 14 days of the receipt of the goods.  The item must still have the plastic swing tags attached & be in an unworn & for for re-sale state.

Once we receive the item, we will replace the item for the size you require & the new postage fee will be invoiced to yourselves via your existing order details in the form of an additional invoice.

Any item that is returned displaying signs of use and/or washing will not be replaced and will be returned to you.

Please send your return to the following address and include a note detailing your order name/number, delivery address and exchange request.

​Rocket & Rose RETURNS, Chubb House, West Chapple, Winkleigh, Devon, EX19 8HB.

All Rocket & Rose­­­­ items are bespoke & hand made to order, and are exempt from the distance selling regulations in relation to 'change of mind'.

Each item uses garments, fabric & print that are ordered in especially for your custom order.  We ask for your understanding in this matter and ask that you read item descriptions carefully before purchasing.

Personalised, Custom & Bespoke Items

Unfortunately, some items are non-cancelable and non-refundable:

Anything that’s made to your specific requirements, is personalised or otherwise can't be resold due to a bespoke element. 

Washing Instructions

All our garments have a wash care label printed onto the back of the garment.  Please take note of these instructions as refunds & exchanges will not be given if these have not been washed correctly.