Refund policy
Free Returns
We want you to love what you ordered. If something isn't right, returning it is easy — no emails needed, no hoops to jump through.
Return Period You have 14 days from delivery to return your item. Items must be unused, in their original condition and packaging.
EU customers have the right to cancel their purchase within 14 days of receiving their order under EU consumer protection law, no reason needed.
How to Return
The easiest way is through your account. Log in at heyrosie.store, find your order, select the items you want to return, and tell us why. We'll review your request and send you a prepaid return label by email within 2 business days.
Returns are free.
Need help? Just email us at hello@heyrosie.store.
Bought from a Retailer? Items purchased from one of our retail partners need to be returned directly to the store where you bought them. Each retailer has their own return policy — please contact them directly for help.
Refunds Once we receive your return, your refund will be processed within 5–10 business days to your original payment method. Timing may vary slightly depending on your payment provider.
What Can't Be Returned
- Items showing signs of wear or damage from use
- Personalised or made-to-order items
- Items returned after the 14-day window
Received Something Wrong or Damaged? That's on us. Contact us straight away at hello@heyrosie.store with photos and we'll send a replacement or issue a full refund — no return fee, no hassle.