Returns & Refund Policy

Here at Bertie Rose I pride myself in providing good Customer Service, after all, you are the heart of the business! If, however, you are unhappy with your purchase for any reason, I will try my best to accommodate you. With this in mind I have created a Returns & Refund Policy as outlined below (please note there are 2 policies, one for online sales and one for face-to-face sales such as at a craft market).

If you have any further questions that are not answered below, please do not hesitate to contact me.

Full Terms & Conditions detailing the policies below can be found here.


If you buy an item online and require a refund, please email within 14 days of your purchase. I will provide you with a return address** to which you can send back the undamaged items. You have a further 14 days to return the undamaged items.

**IMPORTANT BIT!!**please only return items to the address I give you following receipt of your email, please do not return items to the ‘return address’ on your original package as this is for undelivered mail only. Any items received at this address will take much longer to reach me and will incur an administration charge which will be deducted from your refund (sorry!). If this happens I will explain exactly what this is and how it has been calculated by my mail handling company.

Following receipt of the undamaged items a refund will be issued to the original card or method of payment – minus the original shipping charge.

The same policy applies to full priced or sale items purchased online.

Prior to sending out any order to a customer I check and triple check it is well made and without defect, however, if you require a replacement as the item is defective on arrival please contact as soon as you receive the parcel. In order to assess your request please send a photo of the defective item and its packaging. This is so I can assess the situation fully and rule out any damage caused in transit. It also avoids you incurring postage costs in sending the item back to me before a decision has been made on how to proceed. As above, please only return items to the address I provide to you, not to the return address on your original package.

Unfortunately, I cannot be held liable for items that become damaged during shipping as this is outside of my control. I package all my orders with sufficient care to ensure the safe arrival of your goods. If your item is damaged during transit I will do my best to expedite the process of filing a claim with the shipper, you will also have to contact the delivery service immediately to file a claim.

As is the case with most companies, due to the nature of custom or personalised products, these cannot be refunded – unless they are defective. If you believe this to be the case, please email with details of the issue and photographs of the item and its packaging (inner wrapping and outer box)

Why do you need to send photos of the item and the wrappers? This is so I can assess the defective item, and rule out any damage caused by transit. It will also allow me to assess the situation without you incurring the cost of returning the item before a decision has been made on how we can proceed.

Gift cards and any perishable items are also non-refundable.

RETURNS POLICY FOR NON-ONLINE SALES (e.g. craft markets, pop-up shops, any other face to face sale)

Where you have been able to see the item before you buy it, I am sorry but I do not offer a refund or exchange policy, unless the item is defective and this was not pointed out to you at the time of the sale (for example, if you buy a ‘seconds’ item). If you believe you are entitled to a refund, please contact
Custom orders taken at a craft market or other face to face sales environment are also non-refundable.


Please do get in touch if you still have any further questions about my refunds policy. I hope you will not need to use it and that you are happy with your Bertie Rose purchase!

– Helen x