Our Delivery & Click & Collect Policy

Online Delivery Information at Raindrops on Roses

At Raindrops on Roses we pride ourselves on providing exceptional customer service online just as we do in our high street shop. You can find useful information about shopping with us below. If you need any further questions answered regarding your order or delivery, please don’t hesitate to email us at contact@raindropsonroses.org.uk.

Click and Collect

As a quick, convenient and free way to collect your online order, choose our click and collect service.

We are located at Raindrops on Roses, 15 High Street, St Albans AL3 4EH

You will receive a confirmation email once your items have been packed and are ready for collection. All you have to do is pop into our shop, give your name and order number to a member of staff and take your items home!

Home Delivery Information

We charge £3.95 on all orders

Our online order processing days are Mondays and Thursdays, following receipt of your online order. Delivery time is 2-5 working days once your order has been processed.

(Covid-19: Please allow extra time for delivery from time to time due to local conditions.)

Royal Mail is our delivery partner and their deliveries are contact free.

After placing an order with us, you will receive an email to confirm that your items are ready for dispatch. Dispatch and delivery times (2-5 working days) are estimates only, but from our experience the vast majority of orders arrive well within these times. We will always notify you if there are any circumstances that may affect these estimated times. For your convenience, deliveries do not require a signature on arrival, so if you’re not in when the delivery arrives, if there is somewhere safe and discreet for the parcel to be left (for instance with the doorman of a block of flats or within a covered porch with an unlocked door), the driver will leave it for you. If there is no appropriate location, the driver will leave a card.

How Will My Order Be Packaged?

In line with our vision of donating all profits to cancer charities (currently Action Against Cancer) we recycle our card and bubble wrap packaging.

The items you order will be boxed, wrapped in craft paper and sealed with branded Raindrops on Roses parcel tape.

Help and Frequently Asked Questions

Q: Is it secure for me to place an order online using my card details?

Yes, it is extremely safe for you to place an order online with Raindrops on Roses and your credit/debit card details will always be safe and secure.

The payment pages we use are completely secure and from the checkout page of our site you will be automatically redirected to secure pages hosted by Shopify. They use SSL technology (which is an industry standard ‘secure sockets layer’), this technology allows for the encryption of confidential information such as your credit card details.

Q: Can I cancel an order?

If after placing an order you would like to cancel all, or part of it, please contact our customer service team at contact@raindropsonroses.org.uk. Providing your order hasn’t been processed for dispatch, we will do everything possible to cancel and refund your order.

If your order has already been dispatched, you can send the goods back to us at your own expense. Please ensure the goods are securely packaged and the order number and reason for return is included. A refund of the value of the goods will be processed within 5 days of receipt however it can take up to 5 working days for refunds to appear in your account. 

Q: Can an item be reserved?

We are unable to reserve items for customers. If an item is showing as temporarily out of stock please contact our customer service team at contact@raindropsonroses.org.uk and they will be able to give you further information on when we might have the item back in stock.

Q: What if I receive a damaged or broken item?

Our fulfilment department are fully trained to the highest standard and we always ensure that plenty of packaging is used to avoid breakages and protect the products.

Unfortunately, there may be a rare occasion when an item is damaged or broken upon receipt. If you receive an item that is not satisfactory, please contact our customer service team at contact@raindropsonroses.org.uk with your order details and we will do our best to resolve the matter. We may ask that photographs of the damaged or broken item be emailed to us to avoid the item having to be sent back to us.

Q: Do you gift wrap items?

We are not able to offer this service currently

Terms and Conditions

Returns Policy

This does not affect your statutory rights as a customer. Raindrops on Roses is synonymous with smiling, friendly, helpful customer service. We are always happy to see the customer’s point of view and we feel genuinely upset if a customer has any reason to feel unhappy or dissatisfied with the products or service they receive. The same philosophy underpins our website policies on returns and refunds.

We wish to be as fair and generous as possible, within some limits established to protect ourselves against online fraud or unscrupulous characters.

Please note we are unable to offer returns or refunds in our high street shop. Please contact our online customer service team directly if you have any problems or queries.

Dissatisfaction Caused by Raindrops on Roses

We do everything we can to ensure we send you the items you require in perfect condition. However, sometimes things go wrong. If you are dissatisfied with any aspect of your order or customer service, please email contact@raindropsonroses.org.uk

Damaged Goods – please inform us within 14 days

Please contact us by email within 14 days of receipt of your order.

Failure to report a damaged item within 14 days will invalidate your right to any refund or replacement.

We will need you to explain clearly which item or items are damaged and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the damaged goods to us, you can do so at our expense with a pre-paid returns label available on request.

We require items to be returned to us within 14 days of our requesting their return, via your local post office.

Incorrect or Missing Goods – please inform us within 7 days

Please contact us by email within 7 days of receipt of your order. Failure to report incorrectly sent goods or goods missing from your order within 7 days will invalidate your right to any refund or replacement.

If we have sent you the wrong goods, or if we have failed to send you goods you have paid for (without acknowledging the shortfall on the delivery note and issuing you with a refund) we will need you to explain clearly what you have received in error or what is missing. We will arrange to send out the correct goods straight away (or alternatively issue you with a refund) and ask that you return any goods you were sent in error. You can do so at our expense with a prepaid label available upon request. We require items to be returned within 14 days of our requesting their return, via tour local post office.

Goods Not as Described by Us – please inform us within 7 days

Please contact us by email within 7 days of receipt of your order. Failure to report goods not as described within 7 days will invalidate your right to any refund or replacement. If when your goods arrive, they are not as we have described them on the website or if they do not match the photograph we are displaying online, you are of course entitled to a refund or replacement.

We will need you to explain clearly what the problem is, and we will refund the price you paid for the goods or arrange for replacements to be sent to you. If our customer service team asks you to return the unwanted goods to us, you can do so at our expense with a prepaid label available on request. We require items to be returned within 14 days of our requesting their return, via your local post office.

Faulty Goods – please inform us within 14 days

If your item is faulty or develops a fault soon after purchase, please contact us by email as soon as you notice the fault and no later than 14 days after receipt of your goods. Since we have no way of knowing what treatment a product has received once it arrives with the customer, Raindrops on Roses will not accept responsibility for goods after more than 14 days.

We will need you to explain clearly what the problem is, and we will refund the price you paid for the goods or arrange for replacements to be sent to you. If our customer service team asks you to return the unwanted goods to us, you can do so at our expense with a prepaid label available on request. We require items to be returned within 14 days of our requesting their return, via your local post office.

Dissatisfaction Caused by Customer Error or Decision

If you are dissatisfied with any aspect of your order or customer service experience, but the issue can reasonably be seen to be partially your own responsibility, we still want to help, but we will ask you to share with us the cost of putting right anything which may have gone wrong. See below for details:

Incorrect Details – please inform us immediately

If upon placing your order you realise that you have entered some details incorrectly, whether product, billing, contact or delivery details, please inform us straight away by email to minimize any disruption. If your order has not yet been processed, we can try to make changes and sort everything out for you.

However, we seek to process all orders in the shortest timeframe so if you delay and we have already dispatched your order, you will be responsible for the cost of returns or redeliveries.

Unwanted or Mis-ordered Goods – please inform us within 7 days

Please contact us by email within 7 days of receipt of your order.

Failure to report unwanted goods within 7 days will invalidate your right to any refund or replacement.

It may be that when the goods arrive you change your mind, or you realise you have accidentally bought the wrong thing. That’s okay. Please get in touch and explain clearly which items you don’t want. Our customer service team will ask you to return the unwanted goods to us at your own expense. Please ensure they are packaged securely and returned in perfect condition because you will only be eligible to a refund once we have received the goods and confirmed they are in re-saleable condition.

Once we have confirmed satisfactory receipt, we will refund you the price paid for the goods.

N.B. for reasons of hygiene we will not accept earrings, food, alcohol or beauty products returned for any reasons other than fault or damage.

Mis-entered Delivery Details

If you have entered delivery details incorrectly, we will help you arrange redelivery to the correct address at your own expense. If as a result of incorrect delivery details a parcel is returned to us by the Post Office, we can arrange redelivery to the correct address for payment of a further standard shipping charge.

Returning Goods

If you wish to return goods to us, or if you are asked to do so by our customer service team, you may use a prepaid returns label if authorised to do so by the terms above or in writing from our customer service team. If you use a prepaid returns label without authorisation, we reserve the right to deduct the cost of return from any refund issued for returned goods. When you return the goods to us, please enclose information about the return. The information we need is:

  • Your name and order number
  • Written confirmation of what items you have returned
  • Written confirmation of the reason for your return
  • Written request for either a refund or a replacement as appropriate

If this information is not enclosed with any return, we will not be able to process your return efficiently and you may experience a considerable delay before you receive any correspondence, replacement or refund.

Proof of Breakages

Raindrops on Roses reserves the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion

 

Contact Us:

Telephone: 01727 866898

(Monday to Sunday 11.00 am – 4 pm)

Email: contact@raindropsonroses.org.uk