Returns & Exchanges

THE ORDER PROCESS
What happens after I have sent my confirmed order?
Cabbages & Roses Limited does not have a transactional website so we do not take payment when you place your order on our website.

Your confirmed order is sent to one of our shops. Our shops will check for available stock and contact you with the total cost of your order and postage options. This can be either by telephone or email, so please state your preferred method of communication.

The shop will ask you for payment details such as your address and credit card number. We can only post items to the customer’s card billing address. Once payment has cleared, your order will be dispatched by your chosen method.

You are free to change your order at any point until payment is made and your order has been dispatched.

DELIVERY
How much will my delivery cost and how long will it take?
Where do you deliver to?
I placed my order a while ago and it still hasn’t arrived, where is it?
My package is damaged and/or has been tamered with, what should I do?

How much will my delivery cost and how long will it take?
All of our deliveries for packages less than 2kg are made using Royal Mail Special Delivery. This is next day delivery and must be signed for.

Packages weighing over 2kg will be sent via a courier company. We will provide delivery quote and the name of the company before payment is taken. You are entitled to ask for a courier company of your choice to be used. These are also signed for and next day delivery.

International packages can either be sent via airmail or using a courier such as UPS or DHL. The courier does depend on who offers the best quote, as they vary from country to country. We will not dispatch an order without your prior knowledge of who is delivering to you and how much it will cost.

If you decide to use air mail, we cannot track parcels once they have left the UK. You will be required to sign a post disclaimer as we cannot be held responsible for any lost post.

Where do you deliver to?
We deliver to the UK, and all over the world.

How can I track my order?
If you are concerned your parcel has not arrived and see no card left by a delivery company, please contact the shop who sent out your order; quoting the order reference number provided with your order confirmation. They will be able to track your parcel for you and/or provide you with a tracking number from the delivery company used.

My package is damaged or has been tampered with, what should I do?
If your parcel looks like it is damaged, or has been tampered with, do not sign for the parcel. It will be returned to us and we will send you replacement stock.

We cannot be held responsible or accept any liability for goods signed for.

RETURNS
What is your returns policy?
How do I return my order?
How long will it take for you to process my return?
Do you refund the initial delivery cost to me when I make a return?
Most online companies offer free returns, why don’t you?
Is the online Returns policy the same as the Returns policy in your stores?
Can I return my online purchases to a branch of Cabbages & Roses Limited for a refund?
When my refund is processed at a Cabbages & Roses Limited store can I get a cash refund even though I paid by credit card?

What is your returns policy?
We hope that you are happy with your purchases, but if for some reason you wish to return them, here are our guidelines:

You have 14 days from the day you receive your order in which to return all or part of it for a full refund.

All online Sale items are refundable, but these must be returned within 8 days of receipt.
We are more than happy to process a full refund on all items so long as they are returned in an unworn and undamaged condition.

We sadly cannot accept the return of any bespoke items or cut fabric unless the item is damaged or faulty.

How do I return my order?
Please contact our shop as soon as possible.

You will need to fill out the Returns Form that will be enclosed in your order package stating your reason for return. Please take the time to fill this in carefully as your feedback is extremely important to us.

Carefully wrap your items and if possible re-use the original packaging to return your goods.

Please return to the address stated by the shop using a trackable postage option.

We highly recommend using a Recorded or Special Delivery service as we will not be able to refund items lost in the post. Please retain your proof of postage as this lists your Track and Trace reference.

How long will it take for you to process my return?
We aim to refund your returns as quickly as we dispatch them, but during busy periods especially at the beginning of a new season this may not always be possible. We will make sure that all returns are refunded within or up to 30 days of receipt by us. Once your refund has been processed you will receive a confirmation credit card receipt in the post.

Do you refund the initial delivery cost to me when I make a return?
No. We do not refund any delivery charges. We will only refund your postage costs if you are returning an item that is either deemed to be faulty or if we have mistakenly sent you the incorrect item.

Most online companies offer free returns, why don’t you?
Not all companies offer free returns for their customers and those that do have to increase the costs of their goods to accommodate this. At Cabbages & Roses Limited we would rather keep the costs of our items down rather than increasing their value. If you are unable to return your goods to a store you will need to cover the cost of the return postage yourself.

Is the online Returns policy the same as the Returns policy in your stores?
Because our online service complies with the Distance Selling Regulations, items purchased in our branches are subject to a different Returns Policy and it is advisable ask about these prior to purchase in store.

Can I return my online purchases to a branch of Cabbages & Roses Limited for a refund?
Yes you can. You can return any of your items to any branch of Cabbages & Roses Limited for a full refund as long as it is within 14 days of receipt of the order on full priced items and 7 days for Sale goods. You will need to take the paperwork that accompanied your order with you to the store as proof of purchase. We will also ask you to fill out the ‘reason for return’ form on the Returns note as this essential feedback helps us improve our service to you.

For fashion items, you can return or exchange any item in the Jigsaw stores listed on our website. Homewear can be returned to Jigsaw; Edinburgh or our 2 London Cabbages & Roses Limited stores either in Chelsea or Wandsworth.

When my refund is processed at a Cabbages & Roses Limited store can I get a cash refund even though I paid by credit card?
No. All purchases made with a credit card will only be refunded back on to the credit card used in the original transaction.

EXCHANGES
Will I have to pay for delivery again for an exchange?
I have received my item but I need to exchange it for a different size. What do I do?
What if the value of the item I wish to exchange is not the same as its replacement?
Why can’t you just charge or refund the difference in price to my credit card?
I have requested an exchange for an item that was in stock when I returned mine but now it is out of stock. How can I prevent this from Happening in the future?
Can I exchange my online items in Cabbages & Roses Limited stores?

Will I have to pay for delivery again for an exchange?
No, but you will have to cover the cost of returning the item that you have received and wish to return for an exchange.

I have received my item but I need to exchange it for a different size. What do I do?
If you have received an item that you need to exchange for a different size or colour in the same style, all you need to do is call our shop. They will be able to let you know if it is in stock and will be able to keep it for you.

Once the shop has received your item they will exchange as per your request and then dispatch your item to you at no additional cost. If we do not have that item in stock we will contact you and let you know.

What if the value of the item I wish to exchange is not the same as its replacement?
If you would like to exchange your item for something else we are more than happy to do this for you. However if the item that you wish to exchange it for is more or less expensive we will refund your returned item and then contact you to place your new order at no additional delivery cost to you, unless there is a substantial difference in the weight of the product. If there is a substantial weight difference, the shop will inform you of this and we will charge you the difference in postage, taking into account the initial postage payment made by you.

Why can’t you just charge or refund the difference in price to my credit card?
We are unable to do this as for security reasons we do not store your credit card details.

I have requested an exchange for an item that was in stock when I returned mine but now it is out of stock. How can I prevent this happening in the future?
During busy periods, popular items may sell out quickly. In order to avoid disappointment when requesting an exchange, please call before returning your item to check that we have a sufficient amount of stock. We will hold this stock for up to 3 days after you have contacted us.

Can I exchange my online items in Cabbages & Roses Limited stores?
Yes you can. You can exchange any of your items in any branch of Cabbages & Roses Limited as long as it is within 14 days of receipt of the order on full priced items and 8 days for Sale goods. You will need to take the paperwork that accompanied your order with you to the store as proof of purchase.

Simply take the item that you wish to exchange to the branch along with your proof of purchase as the staff in the store will need to make a note of these details when they process your exchange.