ORDER FULFILLMENT
Orders are shipped within one business day from when the order is placed. Once an order ships, you will be notified by email with tracking details. 

Business days are Monday through Friday. Holidays and weekends are not included and no shipments are processed on those days. 

After an order leaves our warehouse, it is the sole responsibility of the carrier to deliver the order in good condition and in a timely manner. If an order arrives damaged a claim must be filed with the carrier. Please keep all original shipping containers and take pictures of the damages. Failure to properly document damages may disqualify you from product replacement or reimbursement.

If an order is returned as undeliverable, a refund will be given minus the cost of shipping.

RETURNS
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@roseandmortar.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at returns@roseandmortar.com.

REFUNDS
Refunds are typically processed within 3 days after receipt. Please note that shipping & handling charges are non-refundable. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.