IMPORTANT UPDATE - JUNE 2024:
Return and exchange processing will take longer than usual at this time.
Following the launch of our new collection in May, we received a huge volume of orders. The knock-on effect is that we are now getting a lot of returns and exchanges.
Our small team of two are working their hardest to process these, on top of also still handling a large number of orders and customer service queries coming in every day.
If you have sent a return and haven't yet received your refund or exchange, don't panic! If you want to make sure it has arrived safely with us, you can track it using the tracking number on the return shipping label. If it is marked as delivered, rest assured that we will get to it as soon as we can, but there is currently 3-5 working days delay.
Once we have issued your refund or shipped your exchange item, you will be notified by email. It can take up to 10 days (but usually quicker) for refunds to reach your original payment method, this is to do with your bank or payment provider's processing times and is out of our control.
Thank you for your patience and understanding, and also for all of your orders and enthusiasm for our new collection.
What is your online returns policy?
By making a purchase, you are agreeing to this returns policy.
Returns in the UK can be sent using our easy returns portal which you can find HERE.
Enter your order number starting with #RB (eg. "#RB12345") and then click START RETURN.
PLEASE NOTE THIS IS FOR UK RETURNS ONLY. Not in the UK? Please scroll down to INTERNATIONAL RETURNS info below.
You can use our pre-paid return shipping labels. If you want a REFUND, return shipping will be deducted from your refund at a flat rate of £5. If you want an EXCHANGE or GIFT CREDIT, return shipping is free.
You have 28 days from the date of dispatch of your order to return it to us, or 14 days for SALE / ARCHIVE products.
In the returns portal, you will have the option to:
- Exchange for a different size
- Receive a gift credit to use on a future purchase
- Receive a refund which will be credited to the original form of payment used to make the purchase.
The original shipping charge on your order is non-refundable, unless you are returning a faulty item, in which case we will refund you for both the outbound and return shipping costs.
Items must be in brand new condition with tags still attached.
PLEASE TAKE CARE when trying on garments.
Please wear underwear when trying on (you'd think that would be so obvious we wouldn't have to ask, but unfortunately past experience has shown otherwise!).
If items are returned with ANY of (but not limited to) the following issues, we WILL NOT issue your refund:
- STAINS or marks of any kind (please take great care not to get make-up, or other cosmetics such as hair products or body lotions, on garments)
- TAGS REMOVED or damaged
- ODOURS (cigarette smoke, body odour, or perfume - we cannot re-sell garments that have picked up any odours)
- DAMAGE of any kind, including from not being packaged properly to be returned
Gift Cards cannot be returned.
If you bought an item using a Gift Card or Shop Now Gift Credit, and you return it, the refund will be issued as a credit back onto your Gift Card or Shop Now Gift Credit, and can be spent using the same original Gift Card code. Any extra amount that you paid by Credit/Debit card or Paypal will be refunded to the original payment method.
SALE / ARCHIVE products can be returned within 14 days, the rest of the returns policy applies.
Online purchases MUST be returned by post. We cannot accept returns in our festival stall or pop-up shops.
We monitor returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse service or refunds in any case where we deem it appropriate. Serial returners may have future orders refused.
Can I send back my return late?
Any items purchased more than 28 days ago (14 days for SALE / ARCHIVE) are not eligible for a refund.
We are happy to extend our returns period for items bought as gifts or in exceptional circumstances. Please contact us at the time of placing your order to arrange this. This must be arranged either before ordering, or within 1 week of placing your order. This cannot be arranged after the standard 28 day returns period has passed.
For all orders placed in December, we will automatically extend the returns period until 14th January to allow for Christmas gift returns or exchanges.
Can I exchange items?
Yes, you can do this easily using our returns portal HERE.
How long will it take to get my exchange / gift card / refund?
Once we receive your return, it usually takes us 2-3 working days to unpack and check your returned item/s. IT MAY TAKE LONGER DURING BUSY TIMES - WE ARE A SMALL TEAM.
If your return is received in as-new condition:
EXCHANGES: will usually be dispatched within 2-3 working days of receiving your return, and will usually be delivered in another 2-3 days.
GIFT CARDS: will usually be emailed to you within 2-3 working days of receiving your return.
REFUNDS: will usually be issued within 2-3 working days of receiving your return. It may take 5-10 days for the refund to appear in your account (this varies depending on the original payment method and is out of our control - it is down to your bank or payment provider)
Refunds can only be credited back to the original form of payment. We’ll send you an email when your refund has been processed so you'll know when it’s on the way.
Occasionally processing times may be longer if we are closed, on holiday, or at busy times.
Quick link: Click here for International Returns Portal
What is your online returns policy?
You have 28 days from the date your order was dispatched (14 days for SALE / ARCHIVE products) to request a return via our International Returns Portal and have your return postmarked to be shipped back to us.
Items must be in brand new condition with tags still attached.
PLEASE TAKE CARE when trying on garments.
Please wear underwear when trying on (you'd think that would be so obvious we wouldn't have to ask, but unfortunately past experience has shown otherwise!)
If items are returned with ANY of the following issues, we WILL NOT issue your refund:
- STAINS or marks of any kind (please take great care not to get make-up, or other cosmetics such hair products, on garments)
- TAGS REMOVED or damaged
- ODOURS (cigarette smoke, body odour, or perfume - we cannot re-sell garments that have picked up any odours)
- DAMAGE of any kind, including from not being packaged properly to be returned
The original shipping charge on your order is non-refundable, unless you are returning a faulty item, in which case we will refund you for both the outbound and return shipping costs.
SALE / ARCHIVE products can be returned within 14 days, the rest of the returns policy applies.
Online purchases MUST be returned by post. We cannot accept online order returns in our festival stall or pop-up shops.
We monitor returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse service to anyone. Serial returners may have future orders refused.
By making a purchase, you are agreeing to the returns policy.
How do I send back my return?
We offer easy return shipping for our international customers, using our pre-paid labels. This is a fast, fully-tracked service by DHL.
A flat rate return shipping charge will be deducted from your refund when we receive your return:
Europe: €18
USA: US$15
Australia: AU$35
Rest of World: GBP 18
From some countries, you can choose to either pay the duties and taxes at checkout, or on delivery. Duties and taxes paid at checkout are refundable via your local customs authority. Duties, taxes, and any other fees paid on delivery are not refundable.
You have 28 days from the date you placed your order (14 days for SALE / ARCHIVE products) to send back your return.
To return an item, please:
1) Carefully pack unwanted items into a suitable box (you can re-use the original packaging if it's not damaged)
2) Visit our international Returns Portal to submit your return request and print your shipping label
3) Stick the return label on the parcel
4) Follow the instructions in the Returns Portal to mail your return
You can also choose to ship your return with the postage service of your choice, at your own cost. If you do this, please make sure that your return is clearly labelled as RETURNED GOODS on any customs documents. You may also like to write in large letters on the parcel: "RETURNED GOODS - exempt from import tax & duty". Please DO NOT send international returns by Fedex as they charge us a clearance fee of GBP 21.00 to receive your package even though it is returned goods. Any fees payable by us to receive your return will be deducted from your refund.
Items sent not using our returns labels are done so at your own risk. We cannot refund a lost return that was sent using a method other than our return labels.
Our return address is:
Rosa Bloom
Waterside House
Falmouth Road
Penryn
Cornwall
TR10 8BE
UNITED KINGDOM
What if I send my return back late?
All returns should be in new, unworn condition with the tags still attached, as per our returns policy (see more details above, under the section 'What is your online returns policy?')
Any returns received postmarked after 28 days from the tracked date of original dispatch (14 days for SALE / ARCHIVE products) are not eligible for a refund.
We are happy to extend our returns period for items bought as gifts or in exceptional circumstances. Please contact us at the time of placing your order to arrange this. This cannot be arranged after the standard 28 day returns period has passed.
For all orders placed in December, we will automatically extend the returns period until 14th January to allow for Christmas gift returns or exchanges.
Can I exchange items?
Want a different size or colour?
1) Return the unwanted item to us for a refund following the steps above
2) Place a new order for the item you would like instead
This is the fastest way to receive the item you want, and helps us to keep our stock levels accurate and up to date.
How long will it take to get my refund?
Once we receive your return, it usually takes us 2-3 business days to unpack, check, and refund your return.
It may take 5-10 days for the refund to appear in your account (this varies depending on the original payment method and is out of our control - it is down to your bank or payment provider)
Your refund can only be credited back to the original form of payment.
We’ll send you an email when your refund has been processed so you know it’s on the way.
Occasionally processing times may be longer if we are closed or on holiday. This will always be announced via a banner at the top of our website.