Refund & Return Policy

Last updated: October 12, 2026

At Colline des Roses, we want you to be happy with your purchase. If you experience an issue with your order or wish to return an item, please read our Refund & Return Policy below.

This policy applies to purchases made through https://collinedesroses.com.

Nothing in this policy affects your statutory consumer rights.

1. Contact Us About Returns or Refunds

If you wish to request a return, refund, or replacement, or if you need assistance with your order, please contact us using the details below:

Store: Colline des Roses

Website: https://collinedesroses.com

Email: [Customer service email to be added]

Return Address: [Return address to be added]

Please contact us before returning any item so that we can provide the appropriate instructions.

When contacting us, please include your order number, the email address used for your purchase, a description of the issue, and photographs or videos showing the problem where relevant.

We will review your request and explain the next steps.

2. Change of Mind and Incorrect Sizing

We understand that you may change your mind after receiving your order or find that the size you selected is not suitable.

For online purchases in the United Kingdom, consumers generally have the right to notify the seller of their intention to cancel within 14 days of receiving the goods. A further 14 days is generally allowed to return the goods after notifying the seller.

Certain goods made to the consumer's specifications or clearly personalised may be exempt from this cancellation right. However, not every made-to-order product automatically qualifies for this exemption.

If you wish to return an item because you have changed your mind or selected the wrong size, please contact us before sending it back.

For change-of-mind returns, the direct cost of returning the goods will generally be the customer's responsibility where permitted by law and where the required information has been provided before purchase.

Returned items should not be worn, washed, altered, or used beyond what is necessary to inspect their nature, characteristics, and functioning. This does not affect your statutory rights.

If an item is faulty or does not match its description, please refer to Section 3 below.

3. Faulty, Damaged, Misprinted, or Incorrect Items

We want every order to arrive in good condition and match the product presented on our website.

If your item arrives damaged, defective, misprinted, or different from the product you ordered, please contact us as soon as reasonably possible.

To help us investigate, please provide your order number, a description of the issue, and clear photographs or videos showing the problem where reasonably available.

We will review each case individually and determine the appropriate next steps.

Depending on the circumstances and applicable consumer protection laws, we may offer a refund, replacement, repair where applicable, or another appropriate remedy.

Please do not return any item before contacting us and receiving return instructions.

If you are legally entitled to a refund, replacement, or another remedy, we will handle your request in accordance with the applicable law.

4. Return Instructions

Please contact our customer service team before returning an item.

Once we have reviewed your request, we will explain whether a return is required and provide the appropriate return instructions and address.

The return address may differ from our business correspondence address.

Please wait for confirmation and instructions before sending your item back.

5. Refunds

Approved refunds will generally be issued to the original payment method used for the purchase, unless another method is agreed upon or required by law.

The amount and timing of a refund will depend on the circumstances and applicable legal requirements.

For statutory cancellations, refunds will be processed within the time limits required by law.

For UK online purchases, refunds are generally due within 14 days of receiving the returned goods or, where permitted by law, receiving evidence that the goods have been sent back.

The time it takes for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

6. Replacements

For items that arrive faulty, damaged, misprinted, or incorrect, we may offer a replacement depending on the circumstances.

We will review each case and inform you of the available options.

A replacement will not replace a refund or another remedy where applicable law entitles you to a different solution.

7. Lost, Delayed, or Undelivered Orders

If your order has not arrived within the expected delivery timeframe, please contact us and provide your order number.

We will review the available tracking information and investigate the issue where necessary.

If an order is lost or not delivered as required, we will take the appropriate steps to resolve the matter in accordance with applicable consumer protection laws.

8. Order Cancellations

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.

Depending on the stage of processing, it may not always be possible to stop an order through our normal processing procedures.

However, this does not affect any statutory cancellation rights you may have under applicable law.

If your order has already been dispatched, the applicable return or cancellation procedure will apply, subject to your legal rights.

9. Return Restrictions

Subject to your statutory consumer rights, certain items may not qualify for voluntary returns. These may include:

• Items that have been worn, washed, altered, or damaged through improper use.

• Items returned outside the applicable voluntary return period.

• Items made to the consumer's specifications or clearly personalised, where a statutory cancellation exemption applies.

• Certain hygiene-sensitive goods where a lawful exemption applies.

These restrictions do not affect your statutory rights concerning goods that are faulty, damaged, incorrectly supplied, or not as described.

10. International Orders

We ship to the United Kingdom and selected international destinations.

Purchases made outside the United Kingdom may also be subject to local consumer protection laws.

Nothing in this policy excludes or limits any mandatory consumer rights that apply to your purchase.

For change-of-mind returns, return shipping costs may be the customer's responsibility where permitted by applicable law and where the required information has been provided before purchase.

11. Our Responsibilities

Colline des Roses is responsible for handling customer enquiries, return requests, and refunds in accordance with this policy and applicable consumer protection laws.

We review each request fairly and individually.

12. Changes to This Policy

We may update this Refund & Return Policy from time to time to reflect changes to our business, operations, or legal obligations.

The policy published on our website applies subject to any mandatory legal requirements and consumer rights relevant to your purchase.

13. Contact Information

If you have any questions about this policy or need assistance with your order, please contact us:

Colline des Roses

Website: https://collinedesroses.com

Email: [Customer service email to be added]

Return Address: [Return address to be added]