Refund Policy

Last updated: October 6, 2026

At Rose & Jamie we do everything we can to keep our customers happy. Still, you may want to return a product. Below we clearly explain our return policy. We're happy to help — if in doubt, always contact us first at info@roseandjamie.com.

1. How we work

Rose & Jamie works with a direct-from-supplier model. To reduce waste and lower our CO₂ emissions, we do not keep a large stock of our own: items that are not in stock are shipped directly from our supplier (based in China). This means that returns must also be sent to the return address of our supplier in China.

2. Time frame and registering a return

You can register a return within 14 days of receiving the item, via info@roseandjamie.com.
You can only register a return after you have physically received the item.
Always include your order number and a valid reason for the return.
Once approved, we will send you the return address of our supplier.

3. Conditions

A valid reason for the return is always required.
Items must be unused, unwashed, undamaged and in their original condition, with all labels and tags still attached.
Trying on is fine, wearing is not.
Discounted (sale) items cannot be returned without a valid reason.
Deliberately ordering multiple sizes with the intention of returning (some of) them is not permitted.
For hygiene reasons, certain items are excluded from returns (such as underwear, swimwear and jewelry), unless unopened and unused.

4. Return costs and process

Return costs are fully at the customer's expense, including international shipping and any customs costs.
The item must be returned to the return address of our supplier in China.
The customer is responsible for shipping, the costs and tracking the return shipment.
We always recommend using a shipping method with tracking; without proof of shipment we cannot process a return.

5. A customer-friendly alternative

Because returning internationally can be expensive and time-consuming, we're happy to work with you on a suitable alternative (for example a partial refund or a discount), which we agree on together by email. Always contact us first at info@roseandjamie.com before sending anything back.

6. Defective, wrong or damaged item

If something isn't right with your order — for example the size, the fit or the quality — email us within 14 days of receipt with clear photos and a description of the problem. Without photos and a description we cannot process your complaint and there is no right to a return or refund. With this information we will find a suitable solution as quickly as possible.

7. Refunds

A refund can only be issued after the item has been received and approved at the return address in China. Once approved, we will refund the purchase amount within 14 days via the original payment method. Original shipping costs are not refunded.

8. Cancellations

It is not possible to cancel an order once it has been placed and is being processed. A refund or chargeback cannot be opened before the item has actually arrived and been received. If you have a question or problem with your order, please contact us first at info@roseandjamie.com instead of opening a chargeback or refund directly.

9. Liability

We are not responsible for lost packages if the tracking shows that the item was delivered to the address provided by the customer.
An incorrectly provided address is the customer's responsibility.
Address errors must be reported within 24 hours of ordering via info@roseandjamie.com.