I really hope you love your item of clothing as much as we loved designing and crafting it for you. If for any reason you’re not happy, please contact enquiries@roguekelpie.com to discuss your issue in the first instance. We have a 28-day return policy, meaning you have 28 days to return your item after receiving it if there is an issue.
To be eligible for a return, your item must be in the same condition that you received it – unworn or unused, with labels intact and in its original packaging. You will also need the receipt or proof of purchase. This can be in the form of your confirmation e-mail or the invoice inside your parcel.
Items should be returned to: Rose Cottage, East Heddon, Heddon-on-the-Wall, Northumberland, NE15 0HE.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item has any defects, is damaged or if you receive the wrong item. This will allow us to evaluate any issues and find the best course of action.
Exceptions / non-returnable items
We cannot accept returns on any items that have been damaged through wear and tear. However, in conjunction with our U.K.-based production studio partners, we might be able to explore ways of repairing the product. Please get in touch if you have questions or concerns about your specific item.
Exchanges
We accept exchanges on our products, provided the item is in re-saleable condition. Please contact enquiries@roguekelpie.com to mention your desire for an exchange. If the item is no longer being manufactured, the money due will automatically be refunded to the payment method used.
The fastest way to ensure you get the item you want in an exchange is to return the item you have and make a separate purchase for the new item.
Refunds
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. If you paid by gift card, the funds will be refunded to this, so keep hold of any gift cards you have received for use on our website.
Please remember, it can take several working days for your bank or credit card company to process and reimburse your account also.