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 Limited trading as registered trademark brand, Rocket & Rose ®.
Our company registration number is: 01868949Our VAT registration number is: 141292339
Contacting us
If you wish to contact us for any reason, our contact details are as follows:
Trading address: Rocket & Rose, Unit 4C Beechlea Industrial Estate, Winkleigh, Devon, EX19 8DH.
PLEASE ONLY USE THIS ADDRESS FOR ANY CORRESPONDENCE.
Email: info@rocketandrose.com
We do not currently have a contact telephone number for Rocket & Rose.
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 or by our ClearPay option which allows you to spread the cost.
All our items are handmade to order with an average turnaround of 3-10 days to dispatch. During busy periods the lead time will be longer.
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 us within 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 ourselves 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 on each product.
Please check this size guide carefully as we are unable to exchange on incorrect sizes due to the bespoke nature of our products, where specific colours are chosen as part of your custom made design & are often not re-sellable.
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, Unit 4C Beechlea Industrial Estate, WInkleigh, Devon, EX19 8DH.
Parcels must be returned on a Signed For service. This covers both parties if an item is lost on return.
Prior to sending a return you must contact us for a RETURNS REFERENCE NUMBER. Please do not send any item without contacting us first.
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.
We do not offer refunds on orders. Only exchanges or credit notes. We apologise for any inconvenience this may cause.
Sale Items
Sale items are at a lower price & due to the discount, sale items are exempt from any returns or refunds unless faulty. Please check the size guide on our website for measurements as we are unable to exchange on sizes due to the price of the product and due to it being a personalised item.
Any voucher codes are not permitted to be used with any of our sales products. We apologise for any inconvenience caused.
Some sale items (including Mystery Bags) may be returns or seconds, so please be aware that they may not be perfect, but a heavy discount is applied due to this.
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. This includes names, designs & print colour choices.
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.