FAQs


Please find our frequently asked questions below. If your query is not listed below please contact us.

How do I place an order? +

Placing an order is simple: either go online and place your order or if you prefer please call our customer services team on 01580 763815 who will be delighted to help and take a telephone order. Our Customer services team is available Monday to Saturday between 9.30am & 5.30pm.

If you wish to talk to any of our sales consultants or alternatively email them out of hours salesconsultants@elizabeth-rose.com then please do so. They are very happy to help you out on sizing or particular fits on individual items to ensure you make the right choices.

If you wish to purchase and then collect your items from the shop please just press the ‘click and collect’ button and your goods will be kept securely at the shop until you are able to collect them.

We aim to dispatch your order within 24 hours of receiving it (Monday to Friday), however, our daily cut off for dispatch is 12 noon.

How do I return an item that is not wanted? +

We are very happy to receive orders back as we know sizes and expectations are not always met, if you do wish to return an item then we offer a full refund within 14 days. All we ask is that the items have been unworn and their tags remain on and in the condition they were sent out in. Any items which do not have their tags on or are soiled or damaged in any way will not be accepted and returned to yourself.

Can I return jewellery, hosiery and hats? +

Unfortunately due to hygiene reasons we are not able to accept any returns on earrings, hosiery or hats unless the items are faulty. Any items that have been supplied to your specification or have been personalised for you cannot be refunded.

What payment method can I use when making online purchases? +

We accept all major credit/debit cards: Visa, Mastercard, Switch. Payment is taken at the time of order. We also accept Paypal, Applepay and offer a Klarna payment scheme (for full details please go to Klarna T&C’s).

How secure is my payment? +

Payment is taken securely by a company called Realex Global Pay. All secure pages are provided directly by them, the card information provided to Realex Global Pay is never passed on to Elizabeth Rose nor is it held on our servers.

How do I know whether my online order has gone through? +

Once your order has been submitted you should receive an 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 9.30am- 5.30pm on 01580 763815. Using this method will mean your payment goes through Elizabeth Rose directly.

All purchases are made in pound sterling.

How long does it take for my refund to go through? +

Once we have received your order back we will endeavour to refund your original payment method and you should see your refund back in your account within 7 days or earlier. If you have any queries or concerns please call our Accounts Department on 01580 763815 or email Rachel Barnes on rachel@elizabeth-rose.com.

How do I return my unwanted goods? +

We will send your parcel via Royal Mail in a large reusable bag which is very easy to reuse (see video) please link here , enclosing a free returns label for your convenience.