Placing An Order
We want ordering from Rosie Sugden to feel as straightforward as possible. Whether you’re choosing something ready to send, adding personalised embroidery or sending a gift, here’s what to expect before placing your order.
Ordering with Personalisation
If you are adding embroidery to your order, please allow up to 14 working days for this to be completed before your order is dispatched. Your item is sent to our local embroiderer, usually on the same day or next working day after your order is placed. Embroidery is often completed sooner, but 14 working days is the timeframe we recommend allowing.
Express Delivery Does Not Speed Up Embroidery
Choosing express delivery only speeds up the delivery of your parcel once your personalised item is ready to be dispatched.
The embroidery timeframe remains up to 14 working days, regardless of the delivery service you select. If you need your order for a particular date, please make sure you allow enough time for both personalisation and delivery
Your Order May Show as Fulfilled Before It Has Been Dispatched
For personalised orders, we sometimes prepare your DPD shipping label in advance so your parcel is ready to leave as soon as it returns from our embroiderer.
Because of this, you may receive an automatic email saying your order has been fulfilled before it has actually been collected by DPD.
This does not necessarily mean your parcel is already on its way. Once DPD has collected it, you’ll receive your delivery and tracking information directly from them.
Ordering Without Personalisation
If your order does not include embroidery, it will be dispatched according to the processing and delivery information shown at checkout.
Your available delivery options will depend on your location and the service selected.
UK Delivery
For most UK addresses, we offer free DPD delivery on orders over £40.
Royal Mail Special is also available as a next-day signed-for service and DHL UK is available as a premium next-day delivery option.
For Highlands, Islands and other UK surcharge postcodes, orders using our free delivery service will automatically be sent via Royal Mail instead
You can read our full Delivery Policy for more information.
DPD Deliveries
Once DPD has your parcel, they will contact you directly with your tracking and delivery details.
Depending on the options available for your address, you may be able to change the delivery day, nominate a safe place, leave the parcel with a neighbour or arrange delivery to a parcel shop.
DPD makes one delivery attempt. If you are unavailable, they will wait for further delivery instructions. If no instructions are provided within 24 hours, the parcel may be returned to us, so please keep an eye on your DPD emails and text messages.
Sending a Gift
If you’re sending an order directly to someone as a gift, we recommend entering your own email address and telephone number at checkout.
This means you will receive the delivery notifications rather than the recipient, helping you keep the gift a surprise.
Once you receive the delivery day and time slot, please let the recipient know that a parcel is on its way so they can make sure someone is available to receive it.
International Delivery
International delivery is available through Royal Mail and DHL, depending on your destination.
With DHL International, tracking is sent directly by DHL once your parcel is on its way. Customs duties and taxes may be payable depending on the destination and are the responsibility of the customer. DHL will contact you directly if payment is required.
With Royal Mail International, your parcel is passed to the local postal service once it reaches your destination country. Tracking is available, although the level of tracking is lighter than DHL, and customs or local postal delays can occasionally occur.
If you would prefer not to use your local postal service for the final part of your delivery, please select DHL International at checkout where available
You can find further information in our Delivery Policy.
Returns & Refunds
Before placing your order, particularly if you are ordering a personalised item, please read our full Return & Refund Policy.
Customers in the EU can also find information about their withdrawal rights on our EU Withdrawal page.
Need Your Order for a Specific Date?
Please make sure you allow enough time for both processing and delivery before placing your order.
For personalised orders, this means allowing up to 14 working days for embroidery, followed by the timeframe for your chosen delivery service. Express shipping does not reduce the embroidery time.
If you’re unsure whether an order is likely to reach you in time, please contact us before ordering and we’ll be happy to help.
