Frequently Asked Questions
Frequently Asked Questions
Caring for your Intimates
- How do I take care of my garments?
We recommend all intimates are hand washed in lukewarm water with a gentle detergent.
After soaking your lingerie for 5-10 minutes, rinse thoroughly and air dry on a flat surface. Machine washing and drying damages fine fibres and causes undue stress by stretching out straps and rubbing on wires, so it's best to avoid this entirely.
- How often should I launder my garments?
Many of our garments are made from delicate fibres, so they require special care to lengthen their lifespan. Bras should be laundered after 2-3 wearings, and it is best to rotate them on a daily basis to allow the material time to return to it's natural shape.
Sizing, help!
- Do you have a sizing guide for your intimates?
Sure! You can check out our sizing guide for our Bralettes, Bottoms and Bodysuits, here.
- Help, I need further advice!
No problem. For any further advice on sizing and fit, please email us at customercare@roseandfeatherintimates.com
Our customer service hours are: 10-4pm Monday/Friday UK time, emails received outside of these hours will be responded to during the hours stated above.
The order process explained
- How quickly is my item dispatched?
Like anything you may buy that is carefully crafted, time and attention to detail is required which is why we work to a rolling turn around. This turn around can vary from a matter of days during quiet spells and up to and above 3 weeks during our much busier periods.
We must stress that it does not take 3 weeks to make a single order, this time frame is simply based on how many orders we have to complete, and they will be completed fairly, in the order in which we receive them.
- Do you send me a confirmation at the time of dispatch?
Once your order has been completed and is ready to be shipped to you, we will send you confirmation of delivery to the email address provided on your order form. Please always ensure that you provide us with your primary email address so that if we need to contact you with regards to your order, we are able to do so, and so that you are able to follow your delivery.
- What if I have queries about my order?
If you require any further assistance please email; customercare@roseandfeatherintimates.com
Our customer service hours are: 10-4pm Monday/Friday UK time, emails received outside of these hours will be responded to during the hours stated above.
Delivery and dispatch
- Do you have a general dispatch window?
All our intimates are hand made and have a general dispatch window of 5-7 days. On occasion when they become pre-order items this period can be extended to 10/12 days. For more information on this please email: customercare@roseandfeatherintimates.com - Specific time scales will be noted on the product itself or on our website banner.
- What are your shipping costs?
- UK Standard Shipping: £3.95
- UK Orders Over £100: Free Shipping
- US & Canada Orders Over $100: From $8
- Standard International Flat Rate: £10.00
- How quickly are items delivered after they are dispatched?
Please allow for 1-2 working days to pick and pack your order excluding weekends and holidays.
Delivery times usually take no longer than 3/5 days. Transit times will vary depending on the country of destination.
Orders sent require a signature upon delivery.
Payment and returns
- How about international taxes and customs charges?
You are liable for all import duties, customs fees and any other charges, including local sales taxes levied by the country you have requested shipment to.
Payment of the above is necessary to release your order from customs on arrival.
Payment will not be refunded for any shipments that are refused or abandoned by you.
- What type of payment methods do you accept?
We accept all major debit and credit cards including Visa, Mastercard and American Express.
- What is your returns policy?
– Due to hygiene reasons, we do not offer refunds or exchanges on bottoms. Only exchange or store credit for certain pieces.
- We do not allow order cancellations due to changing your mind or misreading the dispatch times, under any circumstances.
– Purchases that are being returned for exchange must be returned within 14 days of receipt. Your return parcel must be post stamped within 14 business days of you receiving the order.
- Any items returned with visible stains, marks, pet hair or scents to them such as drink, deodorant, cigarettes or perfume will not be issued refunds. It is at the discretion of our team to check returns when they arrive back to us.
– Ship your package using a traceable method, if the package does not reach us safely we will not be able to complete the exchange.
– Customers will be responsible for shipping and handling charges to return any unwanted items.
– We will accept your return of unworn, unwashed, unaltered merchandise - please exercise caution when trying on garments.
– Unfortunately, we can not accept any returns that do not meet these requirements.
– All Final Sale Items cannot be returned for a refund or exchange. Sale items or orders used with a promo code are final sale.
– Any Final Sale Items which are returned will be refused upon delivery and returned to sender.
- I haven't received my order - what happens if my order is lost?
If the standard amount of waiting time (this depends on the shipping option you selected when you purchased your item) has come and gone and you feel like your order may have been lost in transit, please email us on customercare@roseandfeatherintimates.com where we will attempt to track and trace your parcel with the courier. Once this process is completed we can then supply you with any relevant contact details & tracking numbers.
In the unlikely event that you do not receive your order we will process an investigation with the courier. Please note it can take up to 21 days to be investigated and you will need to wait for the outcome of the investigation - we will keep you informed of any information provided by the courier and act upon the information provided.
- I'd like to return an item - what do I need to do?
To request a return for exchange/credit note, simply email; customercare@roseandfeatherintimates.com
Our customer service hours are: 10-4pm Monday/Friday UK time, emails received outside of these hours will be responded to during the hours stated above.
- What is your returns address?
Please note: Before sending your item(s) you must first request a return for exchange/credit note. Simply email; customercare@roseandfeatherintimates.com
Our customer service hours are: 10-4pm Monday/Friday UK time, emails received outside of these hours will be responded to during the hours stated above.
Rose and Feather Intimates
125 Albert Road
Colne
Lancashire
BB8 0BT
United Kingdom
