Refund policy

We want you to be happy with what you ordered. If you are not, you have 30 days to send it back.

Your right to return

You have 30 days from the date your order is delivered to request a return or exchange. This is our returns window and it applies to every order. It is longer than the statutory cancellation period you are entitled to under the Consumer Contracts Regulations 2013, and it does not replace or limit that right.

Return conditions

To be eligible for a return, items must be:

  • Unworn, unwashed and unaltered
  • In their original condition with all tags attached
  • Returned within 30 days of delivery

We cannot accept items that have been worn, washed or altered, items without their original tags, or items returned after the 30-day window has closed.

Where returns are sent

Returns are received at our UK returns address: P01, Old Power Station, 121 Mortlake High Street, London, SW14 8SN, United Kingdom. Please contact us before sending anything back so we can issue a return authorisation — parcels returned without one may be delayed.

Who pays for return postage

Faulty, damaged or incorrect items: we cover the full cost. Contact us within 48 hours of delivery with your order number and photographs of the issue, and we will arrange the return or reimburse your postage.

Change of mind: you are responsible for return postage. Returns are sent within the UK, so a standard tracked service is inexpensive. We recommend using a tracked service, as we cannot be responsible for returns lost in transit.

In some cases we are able to refund you without requiring the item to be sent back. Contact us before returning anything and we will tell you whether that applies to your order.

How to start a return

  1. Email hello@roselynatelier.co.uk with your order number and the reason for your return.
  2. We will reply within 24 hours with return instructions, a return authorisation and the return address.
  3. Package the item securely, in its original packaging where possible.
  4. Send it to the address given in your return authorisation.

Refunds

Once we receive and inspect your return, we will refund you within 10 days of receiving the returned item, to your original payment method. You will receive an email confirmation when the refund has been issued. Depending on your bank or card issuer, it may take additional time to appear in your account.

Exchanges

If you would like to exchange an item for a different size or colour, email us at hello@roselynatelier.co.uk. We will do our best to accommodate the request, subject to availability.

Damaged or incorrect items

If your order arrives damaged or is not what you ordered, contact us within 48 hours of delivery with your order number, a description of the issue, and photographs of the item and its packaging. We will arrange a replacement or a full refund.

Contact us

Questions about returns? Contact us — we aim to respond within 24 hours.

Store name: RoselynAtelier
Company name: Usubov LLC
Company registration number: L21000104454 (Florida, United States)
Registered address: 7901 4th St N, Ste 300, St. Petersburg, FL 33702, United States
UK address: P01, Old Power Station, 121 Mortlake High Street, London, SW14 8SN, United Kingdom
Email: hello@roselynatelier.co.uk
Phone: +44 800 229 4125
Customer service hours: Monday–Friday, 9:00 AM – 6:00 PM (GMT); Saturday–Sunday, 11:00 AM – 4:00 PM (GMT)
We aim to respond within 24 hours.