Delivery & Returns

Christmas Delivery Info

We're working as hard as we can to process your order safely and speedily. However, due to unprecedented demand on Royal Mail, we cannot guarantee orders placed after Friday the 18th December will arrive before Christmas.

Orders placed between 22nd December and January 3rd may be held back due to the holidays and pressure on the mail network across the EU. But please rest assured that your order will be with you by early January.  

PLEASE NOTE - Delivery times are for in-stock products only and does not include the 10 day turn around on any personalised pieces. Please allow 5-7 working days for all orders to be processed. 
Please note that if your order contains a pre-order item, the complete order will be sent to you together in one parcel, once the pre-order item is ready to send. If you require the other non pre-order items in your order to arrive sooner, we can arrange part-shipment of your order for just £5.95 part-shipment postage fee.

COVID-19 Update: 

Due to COVID-19 there is a slower service with deliveries but they are working as quick as they possibly can.

This is the latest update from their website:

"We are working hard to collect, process and deliver all mail as quickly as we can. These additional volumes coupled with increased Coronavirus-related absence levels at local mail centres and delivery offices mean that customers may experience some disruption to services in some areas of the country - despite our best endeavours. We’re sorry about this. Every item of mail is important to us, so we’re working hard to keep any delays to a minimum. Thank you for your patience and understanding in these unprecedented times." 

To keep up to date with Royal Mail delivery times please follow: https://www.royalmail.com/d8/coronavirus-changes-service

International Royal Mail delivery update – Temporary suspension of some international services due to Coronavirus transport impacts

  • This is a fast-moving situation and we are monitoring things on an hourly basis. We are working to keep as many international mail services running as possible given the current restrictions around air, road, ferry and train movements from the UK.
  • Royal Mail has temporarily suspended all mail services to Europe, with the exception of the Republic of Ireland.
  • We are keeping the situation under close and constant review.
  • Customers should check our website for regular updates.

Items that are already in the system will be processed as normal and made ready for dispatch. These items will be held securely until we are able to get them to their relevant destinations.

https://personal.help.royalmail.com/app/answers/detail/a_id/5317/kw/international%20shipping

Delivery Options: 

- Free UK Delivery Over £50 (3 - 5 working days)

Your order will be processed within 5-7 days of your order being placed and will be posted using Royal Mail 2nd Class signed for service. Personalised items will be moved to dispatch 10 working days after your order has been placed. A signature is required upon delivery, if you are not in to sign a card will be left and your parcel will be sent to your nearest delivery office. 

- UK Royal Mail Tracked Delivery £5.95 (3 - 5 working days)

Royal Mail Tracked Delivery aims to deliver packages within 5-7 working days after dispatch, and includes the ability to track your delivery online. Optional SMS and email notifications are also available. A signature is required upon delivery, if you are not in to sign a card will be left and your parcel will be sent to your nearest delivery office. Personalised items will be moved to dispatch 10 working days after your order has been placed.

- UK Royal Mail 1st Class Tracked Delivery £9.95 (1 - 3 working days) 

Royal Mail 1st Class Tracked Delivery aims to deliver packages within 24 hours after dispatch, and includes the ability to track your delivery online. Optional SMS and email notifications are also available. A signature is required upon delivery, if you are not in to sign a card will be left and your parcel will be sent to your nearest delivery office. Personalised items will be moved to dispatched 10 working days after your order has been placed.

- Tracked International Delivery £15.95

Fully tracked online service. Your order will be processed within 5-7 working days of your order being placed and personalised items will be moved to dispatch 10 working days after your order has been placed. Your order will be sent using Royal Mail Tracked and Signed for Service. Deliveries to Western Europe generally take between 3 and 14 working days. Deliveries to the rest of the world can take anywhere between 10 and 24 working days. Any customs or import duties are charged once the parcel reaches your destination country and must be paid by the recipient of the parcel. We have no control over these charges and unfortunately have no way of predicting what they might be. You may find it helpful to contact your local customs office for further information before placing your order.

 

MADE A MISTAKE?

Please ensure your order number is included in all correspondence.

Please contact us with your intention to cancel or amend your order as soon as possible to ensure we can make any changes prior to shipping.

RETURNS

Please note all personalised items are non refundable.

EXTENDED CHRISTMAS RETURNS: Any non personalised orders after the 30th of November can be returned up to the 31st of January.

We hope you love your JLR purchase, but should you change your mind, we only ask that the following requirements are met: 

- Please ensure items are returned the way we sent them out to you. 
- All labels and tags must still be attached with no marks to the pieces.

We accept returns back within 28 days of the dispatch date providing they are in a re-sellable and unworn condition. 
Please note for hygiene reasons, earrings are non-returnable. 

All refunds will be processed back to the original payment method. Return postage costs are not covered, therefore please retain your proof of postage - we recommend the Royal Mail signed for service.

Please send your return to: 

Johnny Loves Rosie, 
Laurel Barn, 
Tompkins Lane, 
Marsh Gibbon, 
Buckinghamshire, 
OX27 0EX 

Please include: 
- Your delivery note with your order number
- The reason for your return

Refunds will be processed once we receive your item. We will refund the credit or debit card of the person who originally placed and paid for the order. Refunds may take up to 14 days to appear in your account.

RETURNING PERSONALISED ITEMS: 

MY MONOGRAM HAS FADED, WHAT CAN I DO?

The foil monogramming inevitably will fade over time with general wear and tear but don’t worry; here are our tips to keep your bespoke creation looking fresh for as long as possible:

  • Keep your foiling away from perfumes, cosmetics and any other chemicals. If you need to clean it only use water and press very gently (excessive rubbing will cause the foil to fade or flake).

MY EMBROIDERY HAS FRAYED, WHAT CAN I DO?
The embroidered initials on our Eloise bows may fray over time with general wear and tear. However, should your embroidery come undone within the first two weeks of use please do get in touch with us at hello@johnny-loves-rosie.com and we can discuss the issue and see if you may be entitled to a replacement!

RETURNS?

Unfortunately due to the bespoke nature of these pieces they are non-returnable and non-refundable with the exception of faulty products. If you feel like your bespoke item may be faulty please do get in touch with us at hello@johnny-loves-rosie.com to discuss this matter!

DISCLAIMER

As every product is monogrammed by hand, whilst utmost care is taken, there may be incidences where two embossed bags may not be identical. Due to the nature of the hot foiling being hand stamped we cannot guarantee the same outlook every time, therefore every piece will differ slightly. (This just makes it more unique to you!) Due to the texture of our bags there may be variations in the foil coverage on each bag.

PROCESSING YOUR EXCHANGE

Subject to stock availability we will exchange eligible items that are returned to us within 14 days. In cases where we are unable to provide an exchange, we will first offer a refund. The new item will be delivered to you once we have received the returned item and it has undergone a quality control check. Return delivery costs are not refunded but the first replacement item will be sent out free of charge.

RETURNING FAULTY ITEMS

Firstly, we are sorry that you may have received a faulty item. If you believe that your item is faulty please send a clear image of the item with an explanation of the fault, plus proof of purchase, to hello@johnny-loves-rosie.com for review within 28 days of purchase. Once we have confirmed the item is faulty a new item will be sent to you free of charge or we can process a full refund if requested once the faulty item has been returned. Your statutory rights are not affected.

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