For Purchases made in the boutique please see our Returns Policy.
Purchasing from the CreamRose Web-site (Cream Rose Limited)
Making a purchase from Cream Rose could not be easier. Just browse our store and select any items that you wish to buy by clicking on ‘Add to Cart’. After you have finished your selection, click on 'Place Your Order' and follow the on-screen instructions. We will then ask you for a few details so that we can complete your order. These details include name, address and payment details. Cream Rose will not disclose any information you supply, to any third party at any time.
As soon as your order is placed and payment has been accepted, you will receive a confirmation email containing your Order Number. This indicates that we have received your order, but does not indicate that a contract exists between us at this time. When we issue an invoice for your goods, this will indicate that a contract exists between us,
We have included this term to protect us in the case a mistake has been made in pricing, goods have been inadvertently under-priced, or we are no longer able to supply a particular product for any reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable. If you realize you have made a mistake in your order once your confirmation email has been received, contact us via email or telephone and we will rectify any errors before dispatching. Please let us know if you need your items urgently and we will do our best to get them to you as quickly as possible.
Shipping & Handling
UK orders will be shipped to you via Royal Mail or Parcelforce, using a fully insured service and will require a signature on arrival. Shipping to overseas destinations is by standard Air Mail, also fully insured. Orders over £250 are shipped free of charge.
Customs
Any customs or import duties are levied once the package reaches its destination country. These charges must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary in each country.*Please note that delays can occur in customs, and these delays are beyond our control. As all deliveries need to be signed for, please ensure that there is someone available at the delivery address to sign for the parcel. Please note that the option is given at the point of placing your order to have the goods delivered to an alternative address from the invoice address.
If you do not receive your order within 14 days of invoice, contact us so that we may investigate.
Delivery Schedule
The majority of our items shown on this website are in stock at the time you place your order – and in this case will be dispatched within 1-4 business days. If you wish to order an item that is shown as out of stock, please phone or email us so we may determine if it can be supplied at a later date.
If you require an item for a specific date (for a special occasion perhaps) please e-mail us before ordering by clicking on the Contact tab at the top of our web-site. You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
Credit Card Security
We accept payment by PayPal and credit/debit card (Visa & Mastercard via Pay Pal).
Contacting Us
If you need to contact us, either telephone us at 01480 461187, use the contact tab at the top of this page, or email us at sales@cream-rose.co.uk.
Although we try our very best to respond to every email we receive, please be aware that it may take a few days for a reply to be sent.
Returns Policy
Your rights to return goods are protected under the United Kingdom’s Distance Selling Regulations. Your order is supplied so that you may try on the garments only. You may not wear the garments for any other reason. Your garment(s) may have a security device fitted for our protection. Do NOT remove this device or tamper with it in any way, or we will be unable to accept a return.
We will accept return(s) only if the garments have not been worn and are received in the original condition in which they were supplied, including original tags and packaging, within 14 days of receipt. All items will be inspected upon their return. Include a copy of the invoice that you received with your order. On this invoice please state which item you are returning and the reason for returning.
IMPORTANT NOTE: When trying on items of clothing, ensure that you are not wearing perfume, make-up or a deodorant which may leave a scent or marks on the item. Silk is a very delicate fabric, so take care if wearing jewellery as this can snag the fabric. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the full value of the goods. It is also advisable to keep a receipt of postage for your records. The items are your responsibility until they reach our address:
Our returns address:
Cream Rose Ltd., 7 High Street, Fenstanton, Cambridgeshire, PE28 9LQ
Once your returned item(s) has been received at our returns address, we will aim to process your refund/exchange/credit note within 7 working days. Please be aware it can take up to an additional 7 working days for refunds to appear on your bank statement once a transaction has taken place. Please be advised that refunds will not be made to a third party, also postage costs will only be refunded if the order was sent incorrectly, or contained faulty or incorrect items
Although all items are checked thoroughly before dispatch, if the item you received is faulty or incorrect, do not hesitate to return it to us. On the invoice please state which item you are returning and whether it is incorrect or faulty. Please also state if you would like a refund. If you do not request a refund you will automatically be sent the correct item or a replacement for the faulty one. This returns policy does not affect your statutory rights.
Cancelling Your Order
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from Cream Rose, for a full refund. If the goods have already been dispatched to you and you have cancelled your order, the goods should be returned to us in accordance with the Returns Policy outlined above. . If your order has not been dispatched and you have just placed it, you can email us at sales@cream-rose.co.uk and we can cancel the order for you.
