FAQ
Have a question about your order? We've gathered the answers to some of the questions we're asked most often.
If you can't find what you're looking for, please get in touch. Our customer care team will be happy to help.
1. How long will it take to receive my order?
We aim to get your order on its way as quickly as possible.
Orders placed before 11:30 pm (UK time) are normally dispatched the following day. Once dispatched, delivery usually takes 3–7 working days.
All orders are delivered within the United Kingdom by Royal Mail.
Delivery is completely free, with no minimum spend.
For further information, please see our Shipping Policy.
2. Where do you ship from?
Your order is dispatched from the United Kingdom and delivered by Royal Mail.
We take care to ensure every order is prepared for its journey, so you can look forward to receiving your new wardrobe favourites.
We currently deliver throughout the United Kingdom.
3. How can I track my order?
As soon as your order has been dispatched, we'll send you a confirmation email with your tracking details.
You can follow your parcel's journey at any time using our Track Your Order page.
If you haven't received your tracking email, please check your junk or spam folder before getting in touch.
Tracking information may take a little time to update after dispatch.
4. What if my order hasn't arrived after 10 days?
We understand how disappointing it can be when you're looking forward to a delivery and it hasn't arrived.
If your parcel hasn't arrived after 10 days, please check your tracking information first.
If there has been no movement or update, contact our customer care team. We'll investigate and arrange a replacement at no additional cost if your parcel has been lost.
If tracking shows that your parcel has been delivered but you haven't received it, please contact us straight away so we can work together to resolve the issue.
5. Can I cancel or change my order?
Of course. We understand that sometimes you might change your mind or need to correct a detail.
Please contact us within 6 hours of placing your order if you would like to cancel or amend it.
After this period, your order may already be in preparation or on its way, so we can no longer guarantee changes or cancellations.
If your order has already been dispatched, you can still request a return within 30 days of receiving it.
6. Do you offer returns, refunds or exchanges?
Yes. We want you to feel completely happy with your purchase.
Every order is covered by our 30-day return period, starting from the day your parcel arrives.
Wrong size? Get in touch and we'll help arrange a replacement in the correct size at no additional cost.
Damaged or faulty item? We'll arrange a replacement free of charge.
Prefer a different item? Exchanges are available. Please contact us to discuss the options.
Changed your mind? You can request a return within 30 days of delivery for a refund. Return postage is the customer's responsibility.
Many sizing and product concerns can be resolved without needing to send anything back, so we always recommend contacting us first.
For full details, please see our Return & Refund Policy.
7. Where should I send a return?
Please contact our customer care team before sending anything back.
We want to make the process as simple as possible, and many issues involving sizing, damaged items or incorrect products can be resolved directly by email without a return.
If a return is necessary, we'll provide the appropriate return instructions and address.
Please don't send items back without contacting us first.
You can reach us at help@kenswickrose.com or through our Contact Page.
8. What payment methods do you accept?
We offer a range of secure and convenient payment options, including:
Visa
Mastercard
American Express
PayPal
Shop Pay
Apple Pay
Google Pay
All payments are processed securely through our payment providers.
Your full payment card details are not visible to our customer care team.
9. Are there any additional costs?
No hidden charges, no unexpected surprises.
At Kenswick Rose, we believe shopping should feel simple and reassuring.
Free delivery on every UK order
No additional shipping charges at checkout
No extra VAT or import charges added to your order
The total shown at checkout is the amount you pay
Please note that if you return an item because you've changed your mind, return postage is your responsibility.
10. How can I contact customer service?
We're always happy to help, whether you have a question about sizing, an existing order or one of our collections.
Email: help@kenswickrose.com
Customer care hours: Monday to Friday, 9:00 am – 5:00 pm (UK time)
You can also reach us through our Contact Page.
We'll do our best to respond as quickly as possible and make your experience with Kenswick Rose a lovely one.
Still need a little help?
If you have any questions that aren't answered above, please don't hesitate to contact us.
Email: help@kenswickrose.com
Contact: Get in Touch
About Kenswick Rose
Kenswick & Rose
United Kingdom
Website: kenswickrose.com
Email: help@kenswickrose.com
Last updated: 1 October 2026