Return & Refund Policy

At Wild Rose, we aim to provide a transparent and pleasant shopping experience. This policy reflects applicable UK and EU consumer law and outlines how returns, refunds, and cancellations are handled.

1. Return Period

Customers may return items within 30 days of receipt. The statutory right of withdrawal of 14 days (without giving any reason) under UK and EU consumer law remains unaffected.

2. Conditions for Returns

An item is eligible for return if:

  • It is unused, unworn, and undamaged
  • It is in its original condition
  • All labels and original packaging are intact
  • The return has been requested within the return period

Trying on items as in a retail store is permitted. If there are visible signs of wear, a reasonable reduction in value may be applied.

3. Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 14 days of delivery so we can review and resolve the issue as quickly as possible.

To submit a report, please email hello@bywildrose.co with:

  • Your order number

  • Clear photos of the item and the original packaging

  • A short description of the issue

Eligible claims submitted within this timeframe may qualify for a replacement, partial refund, store credit, or another appropriate resolution, depending on the circumstances and the evidence provided.

Claims submitted after 14 days from delivery may no longer qualify for a free replacement or refund.

4. Items Excluded from Returns

Returns are not accepted for:

  • Items with broken hygiene seals
  • Personalised or custom-made products
  • Items damaged through improper use

Underwear, shapewear, and bras are non-returnable only if the hygiene seal has been opened.

5. Exchanges

Exchanges are offered once per order and are subject to availability.

Once an exchange has been processed, the replacement item is considered final and is not eligible for further returns, refunds, or exchanges.

6. Return Shipping Costs

Return shipping costs are borne by the customer. Returns are processed through our central warehouse in Asia.

Depending on the shipping provider, customs fees or formalities may apply. These are the responsibility of the customer.

7. Return Address

Please use only the return address provided by our customer service team. Returns sent to any other address cannot be processed.

8. How to Request a Return

For damaged/defective items, see Section 3; for all other returns, email to hello@bywildrose.co with the following details:

  • Order number
  • The item(s) you wish to return
  • Reason for the return
  • Photos for damaged or incorrect items

You will receive a response with all further steps within 24 hours (Monday–Friday).

9. Order Cancellations

  • Orders may be cancelled within 30 minutes of purchase, provided processing has not yet begun.
  • Once processing has started, cancellation is no longer possible.
  • After receipt of the goods, the statutory 14-day right of withdrawal can be exercised.

10. Refunds

Once your return has arrived at our warehouse and has been inspected:

  • You will receive a confirmation
  • Refunds are issued within 14 days
  • The amount is refunded via the original payment method

If there are signs of wear or damage, a reduction in value may be applied. Original shipping costs are not withheld. Optional shipping insurance is non-refundable.

A restocking fee of up to 15% of the goods' value may be charged for returned items.

11. How Discounts Work When You Return Items

If your order included a promotional discount (such as bundle deals, Stack & Save, or buy-more-save-more offers) and you return part of your order, your refund may be adjusted.

Discounts are recalculated based on the items you keep, not the items originally purchased.

Example:
If you return items and no longer meet the conditions of the promotion, the discount is removed and your refund is recalculated accordingly.

Refunds are always based on the final qualifying order value after returns.
A 15% restocking fee may apply, and return shipping costs remain the customer's responsibility.

12. Store Credit

In certain cases, store credit may be offered at our discretion.

Store credit is non-refundable and can only be issued once per order.

13. Undelivered, Refused, or Incorrectly Addressed Shipments

If a parcel is returned to us because:

  • It was not collected
  • Acceptance was refused
  • An incorrect or incomplete address was provided

We may, after consultation:

  • Arrange a redelivery, or
  • Issue a store credit (depending on the condition of the items)

If the goods are no longer in their original condition, a reduction in value may apply.

14. Delivered & Lost Packages

Once a parcel is marked as delivered by the carrier, the delivery is considered complete.

Wild Rose cannot be held responsible for packages that are lost or stolen after confirmed delivery. However, we will assist you in contacting the carrier and investigating the issue.

If the courier provides written confirmation of loss, store credit or free reshipment will be issued once official documentation is received.

15. Policy Updates

We reserve the right to update this policy. The current version is always available on our website.

16. Contact Information

Email: hello@bywildrose.co
Telephone: +447916694437
Contact form: www.bywildrose.co/pages/contact

Shop Name: Wild Rose
Company Name: AMScale LLC

Support hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT)

Business Address:
15442 Venture Blvd STE 2011706
Sherman Oaks, CA 91403
United States

Warehouse Address:
Building 4, 4th Floor
58 Baiye Road
523000 Guangdong
China