Return & Exchange Policy

We hope you are delighted with your purchase. However, if for any reason you are not completely satisfied, eligible item(s) purchased online or in a Derek Rose Store can be returned or exchanged complimentary within 30 days of the purchase date, provided they meet the following criteria:

  • Item(s) must be new, unused and in original condition, with all labels and tags fully attached.

  • "New and unused" means the item(s) show no signs of wear, damage, washing or alteration.

  • For hygiene and quality assurance, we cannot accept returns that appear worn or used. Such item(s) will be returned to the customer.

As part of our commitment to sustainability, we no longer include a physical return form or label within your order. To initiate an online return or exchange, please use the Return Portal linked below.    

INTERNATIONAL ORDER - How To Make A Return or Exchange

Should you wish to arrange a complimentary return or exchange, please click the button below:

INTERNATIONAL RETURN / EXCHANGE
 

1. Enter the email address used at the time of purchase, along with your order number.

2. Choose the item you would like to return or exchange, then select your reason. Your feedback is greatly appreciated.

3. Select whether you would like a refund, an exchange for a different size, or an exchange for a different product.

4. If you have selected a size exchange, please select the size you would like to exchange for, subject to availability. If you have chosen a different product and there is a difference in price, our Client Services Team will contact you to arrange this.

5. Once your return has been confirmed, you will be able to print your return label and attach it securely to the outside of your box. 

6. You can return your parcel using either of the following options:

7. If you have requested an exchange, our Client Services Team will email you within one working day to ensure a seamless and prompt experience.

UK ORDER - How To Make A Return or Exchange

To arrange a complimentary return, simply click the button below:

UK RETURN / EXCHANGE

1. Enter your order number (excluding the #) and the email address or postcode used at checkout.

2. Select the item(s) and whether you would like a return or exchange. Please provide your return reason. Your feedback is greatly appreciated.

3. If you have selected a return, please choose your preferred return method. We offer:

  • Printer-free, complimentary DPD collection from any UK address. You will receive a 1 hour collection window on the day. The driver will bring the return label with them.
  • Drop off your parcel at a nearby DPD Service Point. You will need to print and attach your return label to the parcel.

4. Please keep note of the tracking number on the receipt provided to you as proof of your return.

5. If you have selected an exchange, our dedicated Client Services Team will contact you within one working day to ensure a seamless and personalised experience.

    Refunds

    We will aim to process your refund within two working days, in any event not greater than 10 working days after we have received your returned item(s). Please note that your card provider may also apply a processing time of up to 10 working days. 

    Refunds will be made using the same payment method used by you when you placed your order. A confirmation email will be sent once your refund has been processed by us.

    Multi-Buy & Bundle Product Refunds

    A full refund will be issued only when all items from a bundle are returned. If some items from a bundle are returned, the discount provided on the bundle is forfeited, and the discount will be deducted from the returned items full sale value prior to any discount.

    Received as a Gift

    If you’d like to exchange the size, colour, or select a different item, our Client Services Team will be delighted to assist you. Simply contact us providing the order number, which can be found on the outer packaging of the parcel.

    Non-Returnable or Exchangeable Items

    Regrettably, the following are not eligible for a return or exchange.

    • Personalised or altered item(s)
    • Item(s) or sizes that are made to order
    • Customised item(s)

    Faulty Goods

    In the event that you may have received a faulty item, please contact our Client Services Team. Please submit photos of any faults. We may request additional details.

    If we agree an item is defective, please allow us the opportunity to repair the item in our dedicated studio. If it cannot be repaired, we will replace the item for you. In the instance that your item is no longer available, we will provide you with selected alternatives. 

    In the event that we do not agree the product is defective, we will return it to you stating the reasons for our decision.

    EU Right of Withdrawal

    If you reside within the EU and have made a purchase from us, you have the right to withdraw. This means you can cancel the contract within 14 days from the date of delivery, without providing any justification. If the 14th day falls on a non-working day, your deadline is extended until the next working day. Please follow our standard international returns process by clicking here to exercise your right.

    Need Further Assistance?

    Please don't hesitate to contact us. We are here to help.