Refund policy
Return and Refund Policy
This page describes our Return and Refund Policy. We want you to feel confident when shopping at ROSE & ELISE. If something does not work out, our returns and refunds process is designed to be clear and straightforward.
30 Day Return Period You can request a return within 30 days from the date you receive your order. To be eligible for a return:
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Items must be unworn, unused, and in their original condition.
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Original tags, labels, and packaging must be included.
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Any accessories that came with the item must also be returned.
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The item must not show signs of wear, washing, damage, stains, perfume, or alteration.
Return Costs
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Defective / wrong / damaged items: If your item is faulty, damaged on arrival, or not what you ordered, we will cover the return shipping costs and arrange a replacement or refund. Please contact us as soon as possible with your order number and photos of the issue.
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Change of mind / doesn’t fit / not your style: If you decide the item is not right for you, you are responsible for the cost of sending the item back. Original shipping fees are non-refundable.
How to Return an Item
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Contact us: Email us at info@roseandelise.com with your order number and the reason for your return. Please do not send items back before contacting us first, as returns must be approved by our support team.
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Prepare your parcel: Repack the item securely in its original packaging, including all tags, labels, and accessories.
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Send it back: Follow the instructions you receive in your return authorisation email. The return address may vary and will be provided after your request is approved. Some returns may be sent to an international facility. We recommend using a tracked shipping service.
Refunds Once we receive your return, we will inspect the item. After approval, we will process your refund to the original payment method. Refunds usually appear within 7 business days after approval, depending on your bank. If your return does not meet our conditions, our team will contact you.
Exchanges If you would like to swap an item for a different size, colour, or product, please contact us at info@roseandelise.com to check availability and arrange the exchange.
Order Cancellations If you need to cancel your order, please contact us as soon as possible at info@roseandelise.com. We can only cancel an order if it has not yet been processed or dispatched.
Non-Returnable Items For hygiene and safety reasons, some products (such as underwear, swimwear, earrings, or beauty items) may not be eligible for return. These will be clearly marked in the product description. Gift cards, final sale items, and personalised items are also non-returnable, unless they arrive damaged or faulty.
Questions & Extra Help For our customers primarily based in Canada or elsewhere, if you have any questions regarding your return, please contact our customer service team directly.
Contact Information
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Store name: ROSE & ELISE
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Email: info@roseandelise.com
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Customer service hours: Monday to Saturday, 9:00 AM – 5:00 PM (Eastern Time) We aim to respond to your email within 48 hours.