Refund policy

Last updated: 22 August 2026

At Rosalind's Sewing Room, we want you to shop with confidence. If something is not right with your order, this policy explains clearly how returns, refunds, damaged or faulty items, cancellations and undelivered parcels are handled.

Nothing in this policy limits or removes any statutory rights you may have under UK consumer law.

1. 30-Day Return Policy

We offer a 30-day return policy on eligible products.

You have 30 days from the date you receive your order to request and send back an eligible return.

If items from the same order arrive separately, the return period for each item begins when that item is delivered.

You do not need to provide a reason if you simply change your mind.

Sale and discounted items are also eligible for return, provided they meet the conditions set out in this policy.

To start a return, contact us at support@rosalindssewingroom.co.uk before sending anything back.

2. Return Conditions

For a change-of-mind return, you may inspect and try on an item in the same way you reasonably would in a physical shop.

Where reasonably possible, returned products should be:

Unworn and unused beyond reasonable inspection
Unwashed
Undamaged
In their original condition
With the original tags or labels attached where supplied
Returned with the original packaging where reasonably possible

If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and this has reduced its value, an appropriate deduction may be made from the refund where permitted by law.

3. Items That Cannot Be Returned for Change of Mind

Certain products may be excluded from change-of-mind returns where permitted by law, including:

Personalised, bespoke or made-to-order products
Sealed products that are not suitable for return for health or hygiene reasons once the seal has been removed

Where an exclusion applies, we will make this clear before purchase where relevant.

These exclusions do not affect your rights if an item is faulty, damaged, unsafe or not as described.

4. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, defective or you receive the wrong item, please contact us as soon as possible at:

support@rosalindssewingroom.co.uk

Please include:

Your order number
A brief description of the problem
Clear photographs or video of the issue where reasonably possible

Providing photos or video allows us to assess the problem more quickly. This requirement does not limit your statutory consumer rights.

Depending on the circumstances, we may offer an appropriate solution such as a replacement, repair, full refund or partial refund where legally appropriate.

If you are entitled to return faulty, damaged or incorrect goods at our expense, Rosalind's Sewing Room will cover the reasonable return cost or provide suitable return instructions.

Under the Consumer Rights Act 2015, qualifying faulty goods may also be subject to the consumer's short-term right to reject within 30 days.

5. Return Shipping Costs

For a normal change-of-mind return, the customer is responsible for the direct cost of returning the product.

Return costs depend on factors such as the carrier, parcel size, weight, destination and service selected.

We recommend using a tracked postal or courier service and keeping your proof of postage until your refund has been completed.

We do not charge a restocking fee on eligible returns.

If your product is faulty, damaged or incorrect and the return is our responsibility, we will cover the reasonable return cost or provide suitable return arrangements.

6. Return Address

Please contact us before returning any product.

Do not send a return to our registered business address or to the address printed on the original shipping label unless our customer service team specifically instructs you to do so.

The address shown on a shipping parcel may belong to a carrier, sorting facility or logistics partner and may not be able to process customer returns.

Depending on the product and fulfilment route, our designated return facility may be located outside the United Kingdom.

Once your return request has been registered, we will provide you with:

The correct return address
Return instructions
Any information required for the parcel

Sending a product to an unauthorised address may result in delays or the parcel failing to reach the correct returns facility.

7. Partial Returns

You may return only part of an order.

You are not required to return your entire order if you only wish to return one or more items.

Any applicable refund will be calculated based on the products successfully returned and any relevant promotional conditions.

8. How to Start a Return

Email:

support@rosalindssewingroom.co.uk

Please include your:

Full name
Order number
Product or products you wish to return

You may also tell us the reason for your return, although you do not need to provide a reason for an eligible change-of-mind return.

For damaged, faulty or incorrect products, please include photographs or video where reasonably possible.

Our customer service team will then provide the correct return instructions.

Do not send the product before receiving these instructions.

9. Refunds

Once your eligible return has been received and checked, your refund will be issued to the original payment method used for the order.

We aim to process refunds within 5 business days after receiving and checking the returned goods.

Where statutory cancellation rights apply, we will always process refunds within the applicable legal timeframe. UK guidance requires qualifying distance-sale refunds to be made within 14 days after receiving the goods back or receiving appropriate evidence that they have been returned.

After we issue a refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account.

This additional banking processing time is outside our control.

10. Original Delivery Costs

Our standard delivery within the United Kingdom is currently free, so there is normally no original standard delivery fee to refund.

If a paid delivery option is offered in the future and you exercise a qualifying statutory cancellation right for the entire order, any required refund of the original delivery charge will be handled in accordance with applicable UK law.

If you selected a premium delivery service, any statutory refund may be limited to the cost of the standard delivery option.

11. Exchanges

We do not currently process standard direct exchanges for change-of-mind returns.

If you would like a different size, colour or product, the simplest process is to:

Return the eligible original item for a refund.
Place a new order for the item you want.

This allows the replacement product to be ordered immediately rather than waiting for the original return to reach our facility.

For faulty, damaged or incorrect products, we may arrange a replacement directly where appropriate.

12. Lost or Undelivered Parcels

If your order has not arrived, contact us at:

support@rosalindssewingroom.co.uk

Please include your order number.

We will investigate the shipment and tracking information with the relevant carrier or logistics partner.

Goods generally remain our responsibility until they have been delivered to you or to a person you have nominated, except where you independently arrange a carrier that we did not offer.

If a parcel is confirmed as lost and cannot be delivered, we will offer an appropriate resolution, normally either:

A replacement shipment, or
A full refund for the undelivered goods

If your order has not been delivered within 30 days, please contact us so that we can investigate and resolve the matter in accordance with your applicable consumer rights.

13. Incorrect or Incomplete Delivery Address

Customers are responsible for entering a complete and accurate delivery address at checkout.

If you notice an error, contact us as soon as possible.

If your order has not entered fulfilment or been dispatched, we will make reasonable efforts to correct the address.

Once an order has been dispatched, we may be unable to change the delivery details.

If a parcel is returned because the address supplied at checkout was incorrect or incomplete, contact us. Where possible, we may arrange redelivery after confirming the correct address.

Additional delivery costs may apply where the failed delivery resulted from incorrect information supplied by the customer.

14. Unclaimed or Refused Parcels

If a parcel is not collected from the carrier or is refused at delivery, it may be returned through the carrier's logistics network.

Refusing a parcel is not a substitute for our normal return procedure.

A refused parcel may not automatically be routed to our designated returns facility.

If you wish to cancel or return your order, contact us first so that we can provide the correct instructions.

If you have already refused a parcel or it has been marked as returned to sender, contact us with your order number and tracking information so that we can investigate its location.

15. Order Cancellations

If you would like to cancel or change an order, contact us as quickly as possible at:

support@rosalindssewingroom.co.uk

If the order has not yet entered fulfilment or been dispatched, we will normally be able to cancel it and refund the payment to your original payment method.

If your order has already entered fulfilment or has been dispatched, we may no longer be able to stop the shipment.

You can still exercise any applicable cancellation or return rights by following the procedure set out in this policy.

For qualifying online purchases, UK consumers also have statutory cancellation rights under the Consumer Contracts Regulations.

16. Contact Information

Rosalind's Sewing Room
Trading name of Xirtam Holdings LLC

Email: support@rosalindssewingroom.co.uk
Telephone: +1 310-442-8937
Website: rosalindssewingroom.co.uk

Registered business address:
Xirtam Holdings LLC
158 Lee Ave
San Francisco, California 94112
United States

Please note: this is our registered administrative business address and is not our returns address. Contact us before returning a product so that we can provide the correct return location.