DELIVERY AND RETURN POLICY
1.Orders & Payments
By placing an order and clicking on “Place order” and “Pay” the customer commits to the order and is thereby obliged to pay for the order of the product and the shipment costs.
2.Shipment & Delivery
Rose Lou will ship orders within 4 days after receiving the order, unless stated differently on the website. If a product is out of stock and will be delivered later, Rose Lou will inform the customer about this delay.
Orders less than €75.00: €4.10 delivery costs via PostNL (Fully Tracked)
Orders above €75.00: free shipping via PostNL (Fully Tracked)
Europe: Orders less than €150.00: €13 delivery costs via PostNL (Fully Tracked) - Free for orders above €150.00
Rest of the World: please contact us via info@roseloumoments to calculate the delivery costs.
Rose Lou is not responsible for delays or mistakes in shipping deliveries.
We offer a pick-up option in our office. Choose this option at checkout if you wish to collect your order. You will then receive details via email once your order is packed & ready for pick-up.
3. Returns & exchanges
We do everything we can to ensure that your Rose Lou delivery arrives with you safely and that you are happy with your purchase. However, if for any reason you would like to return or exchange a product to us you are able to do so within 14 days of the order date at your own costs. The products must be in a saleable condition in its original packaging for us to be able to process a refund.
You can exchange your item within 14 days, as long as the exchange item is the same (in price and format) as the original item you ordered. The extra shipment costs are to be paid by yourself.
Please send us an email at firstname.lastname@example.org with the reason of return or exchange. And send your item in the original packaging at your cost to Rose Lou, Heidestein 2, 3452LL Vleuten NL. Please mention “RETURNED GOODS” on the package.
Once we’ve received the return, we’ll notify you about it via email. We will refund your purchase and the shipment costs within 5 working days after receiving your returns. Costs for the return shipment will not be refunded.
We reserve the right to refuse returns or not fully refund your purchase if we suspect that the item has been used or if the item has been damaged due to the return shipment.
4.Complaints & Conformity
Please contact us via email@example.com if you have a complaint about one of our products. Please provide a clear description and photos. We will get back to you within 3 working days to discuss what would be a fitting and reasonable solution.
Rose Lou makes high quality handcrafted products to fit regulations and given specifications. Slight differences may occur as the ingredients are natural. We hand check all products before shipping.