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The Rose Lounge

Changes For EU Customers

Changes For EU Customers

To all our EU friends,

We hope you, your families and friends are well and have a restful and enjoyable holiday period.

Firstly, thank you for your continued support this past year. We are incredibly grateful and want to reassure you we are committed to making your shopping experience as smooth as possible in the face of potential changes.

NEW RETURNS PROCESS

There will be 2 important changes to the returns process.


1. If you have made an order prior to the 1st January 2021 and wish to make a return or exchange, please contact our Customer Service team here. We will need to provide you with a new returns form, return invoices and a replacement set of shipping labels to print. Any returns labels received prior to the 1st January 2021 will no longer work.

If you make an order on or after the 1st January 2021, you will receive the new returns form and shipping labels with your order.

2. From the 1st January 2021 you will need to use the provided commercial returns invoice to make a return or exchange. This will need to be attached to the outside of your package, and will ensure your parcel clears customs and doesn’t get returned to you.

We know there is some uncertainty around the expected changes to the way you shop after the 31st December and we want to address any questions you might have in the best way we can.

Will the prices change?
No.There will be no change to prices.

Do I have to pay import duties and taxes?
No. There will be no additional fees to pay. We will cover any import duties and taxes on your behalf when your order is processed at your local customs.

Will I still pay in GBP (£)?
Yes.The prices will remain in GBP (£) for the time being. We plan to launch an EU specific website next year, where you will be able to pay in Euros.

Will there be delays to my order?
No.We do not expect there to be any delays in transit times. All our shipments are sent by air with DHL Express. As always, if this changes, we will make sure this is communicated.

If you have any other questions or would like to discuss any of the points further, please don’t hesitate to get in touch with our Customer Service team here.

Thank you again for your continued support, we look forward to seeing you in 2021.

Kind regards,

The Derek Rose team

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