Shipping policy
Estimated Processing Times:
Once your order is confirmed, it will take 1-2 business days to despatch.
Delivery Estimates:
UK - 2-3 business days, sent by Royal Mail Tracked 48.
Rest of the world - 3-11 business days sent by Royal Mail Tracked International. (For the USA - This is a service where the order is 'delivered duties paid'. So no tariffs will be due at point of delivery).
Please note that these are estimates set by the courier and at certain times during the year, there could be delays. Rose Stitch Art will not be held responsible for courier delays.
My order hasn't arrived, what do I do?
In the UK, if you haven't received your item within 14 business days after despatch, please contact us on rosestitchart@outlook.com
For the rest of the world, please contact us after 20 business days after despatch.
Customs
It is the responsibility of the customer to cover the cost of any additional customs charges for overseas orders placed with us. If you have any questions about this, please email us at info@rosestitchart.com
Damaged items
If an order arrives damaged, please contact info@rosestitchart.com as soon as possible with a clear photo of the damage to your item so we can assist. If an item is damaged, you must contact us within 24hrs of delivery.
Returns
We have a 14-day return policy on physical products, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unopened or unused and in its original packaging. You’ll also need the email receipt or proof of purchase.
To start a return, you can contact us at info@rosestitchart.com. If your return is accepted, you will be required to meet the costs of return shipping. We will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note: Personalised/custom orders and digital pdf downloads CANNOT be returned due to the nature of the product. This does not affect your statutory rights.