Delivery and Returns
Delivery
We ship worldwide from our studio in the Scottish Borders. All available shipping options and rates are listed below. Delivery times vary by destination and the carrier selected at checkout.
United Kingdom (Scotland, Wales & England)
- Free Standard Shipping via DPD (orders over £30)
- Standard Shipping via DPD: £4
- Express Shipping via DPD: £6
- Express Shipping via DHL: £8
- Royal Mail Special Delivery: £5
Northern Ireland
- Free Standard Shipping via Royal Mail (orders over £50)
- Standard Shipping via Royal Mail: £4
- Royal Mail Special Delivery: £5
- Standard Shipping via DPD: £20
- Express Shipping via DHL: £20
Duties & Taxes (International Orders)
For all orders shipped outside the UK, import duties, VAT and customs charges are not included in your shipping fee. These costs are set by your local customs authority and must be paid by the recipient before delivery can be completed.
Unfortunately, we cannot estimate these fees in advance as they vary by country and by courier. These charges are the sole responsibility of the customer and may be collected by the courier or a third party such as Asendia, Mark3 or DHL. Payment of these fees is required in order for your goods to be released from customs.
Couriers will typically hold your parcel for up to 5 days while awaiting payment. If duties are not paid within this timeframe, the parcel may be returned to sender. Please note that Rosie Sugden has no control over these charges or the amounts set by customs authorities.
Channel Islands (Guernsey, Jersey & Isle of Man)
(Shipping Fee Only; Duties & Taxes Not Included)
- Free Standard Shipping via Royal Mail (orders over £50)
- Standard Shipping via Royal Mail: £4
- Royal Mail Special Delivery: £5
- Standard Shipping via DPD: £14
- Express Shipping via DHL: £20
Ireland
(Shipping Fee Only; Duties & Taxes Not Included)
- Standard Shipping via DPD: £10
- Express Shipping via DHL: £20
Europe
(Shipping Fee Only; Duties & Taxes Not Included)
- Standard Shipping via DPD: £10
- Express Shipping via DHL: £20
USA
(Shipping Fee Only; Duties & Taxes Not Included)
- Standard Shipping via DPD: £10
- Express Shipping via DHL: £20
Rest of the World
(Shipping Fee Only; Duties & Taxes Not Included)
- Standard Shipping via DPD: £10
- Express Shipping via DHL: £20
Returns
We hope you are delighted with your item(s). If not, we are happy to offer an exchange or refund, provided the item(s) are unworn, unused, and returned in their original packaging within the following timeframes from the invoice date:
- United Kingdom: 14 days
- Europe: 21 days
- Rest of the World: 28 days
Please note, we cannot accept returns for garments that smell of perfume, smoke or cooking.
Embroidered items are non-refundable unless there has been an error with your order.
All refunds will be processed using the original payment method.
FAQs
What if my goods are faulty?
In the unlikely event that the product is faulty on arrival, incorrect or damaged in transit, please notify us immediately. If we are unable to provide you with a replacement you will have to return the item to us and we will refund you the cost of the item plus the original postage fee.
How do I return goods?
Please fill out the returns and exchanges form enclosed in your package as this will help speed up the process. Any comments regarding the reason for the return are greatly appreciated. Send returns by registered mail, insured for its full value to:
Customer Returns
Rosie Sugden Scottish Cashmere
Craigmar
Main Street
St Boswells
Melrose
Scotland
UK
The customer is responsible for the postage costs incurred when returning an item. Goods must be placed back into their original packaging with the return slip and we recommend that you send it recorded delivery (first or second class) from the post office. Rosie Sugden cannot be held responsible for any item that does not arrive here. Delivery charges are non-refundable, unless the item is returned within 10 days.
How do I exchange goods?
On our returns sheet you can ask us to exchange an alternative garment, or more suitable colour or style, and if it is in stock we will dispatch it. If we do not have it in stock but it will be arriving into stock shortly we will notify you and you can decide whether you wish to wait or receive a refund. If you receive an exchange repeat postage charges will be waived. Should you prefer to make the exchange for an alternative style or type of garment you may also do this, and if there is a payment difference in your favour we will make the appropriate refund, or if the amount is greater then please contact us at info@rosiesugden.com. When exchanging an item please fill in the form on the dispatch note that accompanies your parcel with the new colour, style or item required. It is a good idea to check that it is in stock by contacting us first by e-mail. You will have to send the item back to us at your own expense and it must be in its original condition and packaging. We recommend that any returns/exchanges are sent by recorded or special delivery ‘signed for post’ as we are unable to accept any responsibility for items that do not reach us. Proof of postage is not sufficient. Send exchanges by registered mail, insured for its full value to:
Customer Returns
Rosie Sugden Scottish Cashmere
Craigmar
Main Street
St Boswells
Melrose
Scotland
UK
The customer is responsible for the postage costs incurred when returning an item. Goods must be placed back into their original packaging with the return slip and we recommend that you send it recorded delivery (first or second class) from the post office. Rosie Sugden cannot be held responsible for any item that does not arrive here.
How long does a refund take?
If you receive a faulty item and are returning it for a refund, once we have received the item the PayPal account or card used for the purchase will be credited with the cost of the goods. Please make sure you send any returns via registered post with proof of posting for your own peace of mind. Your credit card company will typically take 4-7 working days to process the refund.
What happens if I cancel an order prior to dispatch?
Under the Consumer Protection (distance selling) Regulations 2000, you have a statutory right (exercisable up to and including the seventh working day after the day of delivery), to cancel your order for any reason and receive a full refund. If you have recently placed an order with us and wish to cancel it, please email us as soon as possible at info@rosiesugden.com quoting your order reference number, the date the order was placed, your name and postcode.
