Help

Completing your order

Once you are happy with all the items in your shopping bag and you are ready to purchase, select the PROCEED TO CHECKOUT button at the bottom of your list. This will take you through to the delivery details section where you will need to fill out your name, address and other details to help us complete your order. Once you are happy these are correct, you can select the PROCEED TO PAYMENT option. Once all payment details have been correctly filled out you are ready to COMPLETE YOUR PURCHASE.

Payment options

We accept all major credit/debit cards: Visa, Mastercard, Switch. Payment is taken at the time of order and is taken securely by a company called SagePay. All secure pages are provided directly by them, the card information provided to SagePay is never passed on to Elizabeth Rose nor is it held on our servers.

Once your order has been submitted you should receive email confirmation within 30 minutes. If you do not receive an email, please call us on 01580 763815 and we will personally check that your order has been received. Before calling, please check your junk mail inbox.

Alternatively, you can order by phone Monday to Saturday between 9am- 5pm on 01580 763815. Using this method will mean your payment goes through Elizabeth Rose directly.

All purchases are made in pound sterling.

UK Delivery

All UK orders are sent using Royal Mail’s Tracked Service. This service allows you to track your parcel online. You can also receive text alerts* to your mobile on your delivery status. Below are the options available.
*Mobile number required

UK FULL PRICED ORDERS: FREE for £75 and over | £3.95 under £75
If your order contains a full price item that is £75 or over delivery is free. If your order contains a full price item but this item is under £75 delivery is £3.95.
2nd class tracked service within 5 working days.

CLICK & COLLECT INSTORE: FREE
Place your order by 4pm and your item(s) will be available to collect next day in our Tenterden store.

UK DISCOUNTED AND SALE ITEMS: £3.95
If your order contains no full price items during sale periods, 2nd class tracked delivery service within 5 working days.
During non-sale periods, 2nd class tracked delivery service within 10 working days.

UK EXPRESS TRACKED DELIVERY: £4.95
Express delivery service within 3 working days.

NEXT DAY SPECIAL DELIVERY: £8.50
Order before 1.00pm Monday to Friday and choose our next day delivery service to receive your order the following day by 1.00pm.

International Delivery

All International orders are sent using Royal Mail international recorded service and will require a signature upon receipt. For international orders, delivery times will vary accordingly by destination.

EIRE and EUROPEAN: £9.95 (€12.95)
Within approximately 3-7 working days.
If your order contains discounted items, within approximately 10-14 working days.

REST OF THE WORLD: £14.95 (A$29.00)
Within approximately 5-10 working days.
If your order contains discounted items, within approximately 12-18 working days.

FREE DELIVERY APPLIES TO ALL ORDERS £99 & ABOVE (A$195)

Any applicable import/export customs fees are the responsibility of the customer.

Import duties may be payable by the customer in accordance with the delivery country’s law.

Orders should be received within a maximum of 14 working days. Any claims for lost goods will not be entered into until after 30 working days for overseas orders. Please be aware that customs may delay the delivery of the items which is out of our control.

For a list of countries where we can deliver click here.

Making a return

We want you to be delighted with your order therefore, please remember you can return any part of your order at any time within a 21 days of receipt. All we ask if that you return the goods unused and in the original packaging. When returning items you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit. Please address all returns to: Elizabeth Rose, 67 High Street, Tenterden, Kent TN30 6BD. For all returns except where the item is faulty, you will be require to arrange and pay for the return of the product to us. We will only refund the cost of postage when the item returned is faulty. During Sale periods, to provide customers with the best availability, goods must be returned within 7 days of receipt. This does not effect your statutory rights.

Please refer to our Returns Policy for more information regarding making a return of unwanted product(s).

Our Philosophy

FINE QUALITY. UNIQUE STYLE.
Enrich your wardrobe this season with beautifully made clothes from the Elizabeth Rose collections. Established in 1979 Elizabeth Rose remains within the family and continues to uphold the values which the business was built upon. Michael Busby and Helen Pritchard are the brother and sister team behind Elizabeth Rose today. They put a personal stamp on everything they do. This ensures that quality and customer satisfaction are a top priority and they strive to make each visit to Elizabeth Rose a memorable one.

ER PROMISE
We promise that each of our products represents value for money. As a small firm you can be assured of an individual one-to-one service. We uphold values of integrity and honesty, if you’re not entirely happy, neither are we.

How do I use a voucher code?

– Shop as usual adding items to your shopping bag as you go along. Once you are happy you have everything you need, click on ‘YOUR BAG’ at the top of the page.

– At the top of your shopping list there is a box where you can enter a voucher code. Type the code in here and press enter.

– The shopping bag will update with any promotion applicable and the discount automatically applied.

– Continue through the checkout procedure until your order is complete.

Request a catalogue

When available, you can view our latest catalogue online, but if you would like to receive a hard copy in the post please click here.

Size guide

You can view our size guides here.

Store Policy

Below is the policy for items purchased instore at our shop in Tenterden.

EXCHANGES
Any item bought at Elizabeth Rose can be exchanged for an item of the same value if returned in perfect condition along with the original receipt within 14 days of purchase. If there is nothing else you would like at this time we will issue a credit note to spend at any other time. This entitlement does note apply for the reasons of hygiene in the case of toiletries, cosmetics, earrings, lingerie, millinery and swimwear.

FOR ITEMS PURCHASED DURING THE SALE
Any items bought in the sale cannot be returned for either an exchange or a credit note.

CUSTOMER STATUTORY RIGHTS
Customer statutory rights to a refund of the purchase price in respect of goods that are not of satisfactory quality are unaffected by this policy, although goods will not be exchanged or the price refunded unless proof of purchase at Elizabeth Rose is produced or can be clearing inferred.

Cancelling your order

If you are in the European Union and you cancel your order within seven days after the day you received your goods, and you cancel the whole order, we will refund the standard postage and packing costs you paid in accordance with the Distance Selling Regulations. You must inform the offices of Elizabeth Rose via e-mail – info@elizabeth-rose.com or in writing to Elizabeth Rose, 67 High Street, Tenterden, Kent TN30 6BD within 7 days clearly stating your order number. If orders have already been shipped, you will need to return the order to us.

Payment options

Payments are taken at the time of order using SAGEPAY, a secure payment gateway. All secure pages are provided directly by SAGEPAY, the card information provided to SAGEPAY is never passed on to Elizabeth Rose nor held on our servers. For more information visit SAGEPAY visit www.sagepay.co.uk

We accept credit cards; Visa, Mastercard and American Express. Debit cards; Visa debit or Maestro debit and Paypal.

Stock availability

We strive to ensure that we have adequate stock of all items as the catalogue is published and that stock levels shown on the website are current. Some items may, however, sell faster than we expect and although we will always try to get stock replenished, this is not always possible due to long lead times required by some suppliers and the uniqueness of the products. We will provide the most up to date information we have on availability and will do our best to ensure you get the items you wish. Elizabeth Rose accepts no liability arising from our inability to supply goods due to lack of stock other than returning any payments which have been made by the Client.

Pricing

Every effort is made to ensure that prices shown in the Elizabeth Rose catalogue and on the website are accurate at the time you place your order. If an error is found, we will inform you as soon as possible and offer you the option of reconfirming your order at the correct price, or cancelling your order.

Sizing

Elizabeth Rose offers the best styles and quality, from hand-picked from UK and European designers, consequently the sizes are not all standard. Sizing will vary from brand to brand and to help us provide you with accurate advice we would encourage you to call our sales staff on 01580 763815 for advice.

Customer service information

If you have any problems with your delivery, please contact our customer care manager; Jean Elliot on either her email address – jean@elizabeth-rose.com or by telephoning 01580 763815. All postal enquires should be addressed to our registered offices at: 67 High Street, Tenterden, Kent TN30 6BD.

Currency

For international customers, a currency conversion tool is available to help you estimate the price of each item in your country’s currency. Whilst we try to be as accurate as possible, please be aware that the final amount you are charged may vary very slightly in your country’s currency due to fluctuating conversion rates. Please note that this tool is simply for informational purposes and you will always be charged in pounds sterling.

Formation of contract

All requests to order goods online or by phone from Elizabeth Rose shall be provisional and non-binding until payment takes place. For the avoidance of doubt a contract between the parties shall not be established until this takes place.

Disclaimer

Every care has been taken to ensure that the descriptions and specifications of our products are correct at the time of going to press. However, while the colour reproduction is a close representation, a slight variation in the actual goods may occur.

Privacy

This privacy policy sets out how Elizabeth Rose Fashions Ltd uses and protects any data provided by you, either in-store or online. Elizabeth Rose is committed to ensuring your privacy is protected.

We collect personal information from anybody placing an order with Elizabeth Rose Fashions Ltd either in-store or online. The collected information includes your name, address, contact and billing details, email, telephone and purchase history. The payment details are processed by the payment gateway you select on the checkout or card you use in store. The delivery of your order will be processed by Royal Mail, your email and telephone may be used by them for delivery confirmation. From time to time we use mailing houses to process our mail, or printers to print addresses. Similarly we use marketing software to process our email marketing.

In all instances, third parties will be GDPR compliant.

As you may be aware, the way in which data is held will be changing from the 25th May 2018 and Elizabeth Rose Fashions Ltd are required by law to obtain consent from all customers that they are happy for us to hold their information on our database.

What data we collect: Name, address, email, telephone and purchase history.
What we do with the information we gather: We use it to process mail order purchases, to send marketing information/invites, to access purchasing history for reference only.
How we gather consent: Written consent is gathered online at www.elizabeth-rose.com or in-store at our point of sale terminals.

You are welcome to unsubscribe at any time by contacting our registered office on 01580 763815, by email to info@elizabeth-rose.com or visiting us in-store. To unsubsribe from our email newsletters, follow the link on the newsletter “unsubscribe” and your email is removed from our email processing platforms.