Shipping, refund& privacy policy
Terms and Conditions
Welcome to Tia Roses! Please read these Terms and Conditions carefully before making a purchase. By placing an order, you agree to these terms.
1. Shipping and Tracking
We are committed to providing tracking and reference numbers for all shipped items to assist you in monitoring the delivery process. However, please note that we do not take responsibility for any items lost in transit. Once your item has shipped, Royal Mail can assist you with any delivery issues by using the provided tracking information.
2. Pre-Order Items
Items labeled as pre-order will have an estimated delivery time specified in the product description. Please review this information before purchasing, as pre-order items may have a longer processing time. This is an estimate not a guarantee. Pre order items are non refundable as they are ordered in specifically by order. A credit note can be issued.
3. Hand-Knitted and Custom Items
All hand-knitted items are bespoke and crafted specifically for you. Due to the personalized nature of these items, they are non-refundable. We hope you understand that our skilled artisans work hard to create one-of-a-kind pieces tailored to your request.
4. Refund Policy
For in-stock items we offer a full refund within 14 working days of the date you receive your order. Please reach out to us within this period if you wish to return an item. Customers are responsible for return shipping costs. To qualify, items must be unused, in original packaging, and in the same condition as received.
5. Response Time
Our customer service team aims to respond to inquiries within 1-2 working days. Please note that we are closed on weekends and bank holidays, so response times may be slightly longer during these periods.
Thank you for shopping with us! If you have any questions or concerns, feel free to reach out to our customer support team, and we’ll be happy to assist you.
Data Security
Protecting your personal information is extremely important to us.
We use industry-standard security measures designed to safeguard your personal data against unauthorised access, alteration, disclosure, misuse or loss.
Our website is hosted on Shopify, which uses secure encryption technology (SSL) to protect information transmitted through our website. Payments are processed through secure, PCI DSS-compliant payment providers, meaning your full payment card details are encrypted during transmission and are never stored by Tia Roses London.
Access to personal information is restricted to authorised personnel and trusted service providers who require it to fulfil orders or provide services on our behalf. These providers are required to protect your information and process it in accordance with applicable data protection laws.
We regularly review our security practices and take reasonable steps to ensure your information remains protected. While no method of transmission over the internet can be guaranteed to be completely secure, we are committed to maintaining appropriate safeguards to minimise risk and protect your privacy.