Terms & Conditions

  1. order timeline
  2. handmade disclaimer
  3. custom orders
  4. shipping
  5. returns policy for online sales
  6. returns policy for non-online sales


The processing time for all orders is 1-3 weeks (including custom orders) – this depends on the fabric stock availaibility and amount of orders currently being processed. If you would like an estimate of the time your order will take to arrive please get in touch. Some items can be expedited depending on the fabric availability.

Oftentimes, orders process faster than that but we can’t guarantee a faster processing time.

Made to Order vs. Pre-Made

Most items are made to order, however, we do on occasion have ready to ship items.

Both are handmade but the pre-made is shipment ready while the made-to-order products take one to three weeks to be created for you.


The product(s) you receive might vary slightly from the product picture due to the nature of your product(s) being 100% handmade to order. The product(s) you receive may not match the product picture exactly in terms of the fabrics pattern placement on your finished item.

Care for your new product(s) by:

* Cleaning with a damp cloth

Your product(s) can be damaged if:

* they are machine washed not in accordance with the advice provided directly with your product.


We always love creating products you love. See our Custom Orders page for further details

Custom orders have the same processing time (1-3 weeks)

Custom orders are non-refundable, please see our Returns Policy below for more details


Our company ships through the following carriers

* Royal Mail

International shipping

* Royal Mail International Standard

Cost calculations

We do our best to apply fair shipping costs to each order. The free shipping over £50 spent offer applies to addresses in the United Kingdom only.

* Shipping costs are calculated automatically during checkout.


Selecting an expedited shipping option during checkout does not ensure a faster processing time. Your product may still need one to three weeks to be handmade.



Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

***IMPORTANT***please email hello@bertierose.com to advise you would like a refund and the reason for the refund, this must be done before sending any parcels back to us. Please DO NOT send any parcels to the return address on the parcel you received from us – this address is for undelivered mail only. Once in receipt of your email requesting a refund you will be provided with a return address.

If any items requiring a refund are returned to the return address on the original parcel you received from us, rather than the address we provide, an administration cost will be deducted from your refund. We will advise you of this cost and how it has been calculated.

Following requesting a refund you have a further 14 days in which to return the item to the address we provide.

Non-returnable items:

* Personalised and/or customised goods are exempt from being returned unless the product arrives defective.

* Gift cards

*Perishable goods

To complete your return, we require a receipt or proof of purchase (this can usually be verified at our end, however, if this is not possible you will need to provide this)

Please do not send your purchase back to the manufacturer (if applicable).

There are certain situations where only partial refunds are granted:

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 14 days after delivery (if we agree to a refund as a gesture of goodwill)


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@bertierose.com

Sale items

Sale items are subject to the same return, refund and exchange policies as full priced items.


We only replace items if they are defective on arrival (unless this was pointed out to you at the time of purchase, for example if you purchased a ‘seconds’ item) or if you are unhappy with the item due to something we didn’t point out in the listing. Please contact hello@bertierose.com as soon as you receive your item to advise of any issues. In the case of a defective item please photograph the item, the inner packaging and the outer packaging for us to assess. If an exchange is agreed you will be provided with a return address. Please DO NOT return any items to the return address on the original parcel as this is for undelivered mail only. Any items sent back to this address will incur an administration charge which you will be notified of.

Unfortunately, we cannot be held liable for items that become damaged during shipping as this is outside of our control. All items are packaged sufficiently to ensure the safe arrival of your goods. If your item is damaged during transit we will do our 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.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

6. 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, we cannot offer a refund unless the item is faulty. If you believe you are entitled to a refund please contact hello@bertierose.com.
Custom orders taken at a craft market or other face to face sales environment are also non-refundable.