FAQ's
What is your cancellation policy?
Once an order has been placed, we begin processing it as quickly as possible.
If you wish to cancel an order, please contact us as soon as possible at info@rosemontatelier.com. While we cannot guarantee that a cancellation will be possible once processing has started, we will always do our best to assist.
If your order has already been dispatched, you can refer to our Return Policy for information on returning your order after delivery.
What if my package is lost or arrives damaged?
Lost Packages
If your tracking information shows that your package has been lost or there has been an unusual delay, please contact us at info@rosemontatelier.com with your order number and tracking information.
We will review the situation and assist you with the next steps.
Damaged Packages
If your order arrives damaged or you receive an incorrect or defective item, please contact us as soon as possible and include your order number and clear photos of the item and packaging.
We will review the issue and, where appropriate, arrange a replacement or refund.
How do I track my order?
Once your order has been processed and shipped, you will receive a shipping confirmation email containing your tracking information.
You can use the tracking number provided in the email to follow your delivery.
Please note that tracking information may take some time to become active after your order has been dispatched. If you do not see an update immediately, please allow some time for the carrier's system to update.
How long does delivery take?
We currently ship to customers in the United Kingdom and the United States.
Estimated delivery times are displayed at checkout and may vary depending on your location, shipping method and the time of year.
Please note that delivery estimates are not guaranteed and may occasionally be affected by circumstances outside our control, such as carrier delays, customs processing or severe weather.
For more information, please see our Shipping Policy.
How do I make a return?
To request a return, contact our customer support team at info@rosemontatelier.com with your order number and details of the item you would like to return.
We will provide you with the relevant return instructions and return address.
Please do not send an item back before contacting us and receiving return instructions.
Customers are generally responsible for return shipping costs unless otherwise stated or required by applicable law.
For full details, please see our Return Policy.
Do you offer refunds or exchanges?
Yes. We offer returns in accordance with our Return Policy.
Items must generally be returned in their original condition, unworn or unused, with tags attached and in their original packaging.
Once your return has been received and inspected, we will notify you whether the refund has been approved. Approved refunds will be issued to your original payment method.
Exchanges may be available depending on the product and availability. In some cases, the simplest option may be to return the original item and place a new order.
Nothing in our Return Policy affects your statutory consumer rights.
What condition does an item need to be in to qualify for a return?
Returned items should be:
- Unworn and unused
- In their original condition
- Returned with original tags attached
- Returned in the original packaging where applicable
Items that have been worn, washed, damaged or altered may not qualify for a return, subject to your statutory consumer rights.
How long do I have to return my order?
Our standard return period is 14 days from the date you receive your order, subject to the terms of our Return Policy and applicable consumer law.
If you are located in a jurisdiction with additional statutory cancellation or return rights, those rights will continue to apply.
Please contact us before sending your return so we can provide the correct instructions.
What payment methods do you accept?
Available payment methods are displayed during checkout.
Depending on your location, these may include major credit and debit cards and other payment methods supported by our payment providers.
All available payment options will be shown before you complete your purchase.
Will I have to pay customs or import fees?
For international deliveries, customs duties, import taxes or other charges may apply depending on the destination country.
Where applicable, these charges may be the responsibility of the customer unless otherwise stated at checkout.
Customs procedures and charges vary by country and are outside our control.
How can I contact Rosemont Atelier?
If you have a question about an order, product, delivery or return, our customer support team is happy to help.
Email: info@rosemontatelier.com
We recommend including your order number whenever you contact us about an existing order so we can assist you as quickly as possible.
Is Rosemont Atelier available internationally?
Rosemont Atelier currently offers shipping to selected destinations, including the United Kingdom and the United States.
Available countries and shipping options are shown at checkout.
We are continuously working to expand our availability to additional destinations.
What happens if I receive the wrong item?
If you receive an item that is different from what you ordered, please contact us as soon as possible at info@rosemontatelier.com.
Include your order number and photos of the item you received. We will review the issue and arrange an appropriate solution.
What if my item doesn't fit?
If the size or fit is not right for you, please contact us and refer to our Return Policy for the available options.
Where an exchange is possible, availability depends on the product and size requested. You may also return the original item and place a new order for another size.
Where can I find information about your products?
Each product page contains information about the product, including available sizes, materials, features and care instructions where applicable.
If you have a question that is not answered on the product page, you can contact our customer support team and we will be happy to assist.