Terms & Conditions

These conditions apply between you and Frances Rose Limited, trading under the name Frances Rose. Frances Rose reserves the right to change these terms and conditions at any time without prior notice. In the event that any changes are made, the revised terms and conditions will be posted on this page immediately. The conditions do not affect the rights you may have under statutory law.

This website (www.francesrose.co.uk) is the UK website of Frances Rose Limited. You can contact us at Frances Rose, Enterprise Building, Rope Walk, Lincoln, LN6 7DG, United Kingdom. Telephone: 01522 837200. Company registration number: 13169347.

By entering and making purchases from our site you are agreeing to the terms listed below and the using and storing of your data as detailed in our Privacy Policy.

Making a Purchase
To place an order, select the items you wish to purchase by choosing the correct size and adding it to the shopping basket. Note that we cannot add products or discount codes to your order once it is placed. We reserve the right to refuse any order placed with us. We may, at our sole discretion, limit or cancel any order placed by you. This may include orders placed under the same account, payment details or the same shipping/billing address. In the event we make such changes or cancel an order, we will make every attempt to contact you. Please note this will be via the email or phone number which was provided at the time the order was placed. You agree that email can be used as a means of communication, notification and billing between us. Please be advised that we will never ask for personal details or information via email. If you receive an email asking for your personal information, username or password, or payment information, please do not respond and contact us immediately.

Orders placed online are considered an offer of purchase, and are subject to acceptance and availability. We try to ensure that all availability information is correct, but sometimes stock can sell out quickly. If this is the case, we will inform you as soon as possible and provide a refund for the unavailable item. We create pieces in very small production runs, which in some cases can be made to order. In the event that your order has to be newly manufactured as a pre-order, we will contact you individually to agree the delivery date to make sure it arrives in time. As the customer, it is your responsibility to ensure that all information provided regarding your address, personal details, delivery address and payment method is correct and accurate

Cancellation Rights
If you wish to cancel your order under Selling Distance Regulations you must tell us in writing (hello@francesrose.co.uk) within 7 working days.

Discounts/Store Credit
If you have a discount code, you must enter it before you proceed to the checkout as you will not be able to do so once your order is placed. You may only use one discount code per order. Refunds for item(s) from an order which was discounted or part of a promotion will be calculated as follows: Where a discount has been applied to the entire order, the discount will be applied evenly across the items ordered. For example, if a “£10 off” discount was applied and four items were ordered, then each item returned would be discounted by £2.50. If a % discount was applied, then the % would be applied separately to each item. Store credit is only valid for purchases made on our website and must be added before the order is placed. The total value must be used in one order only. In the eventuality that an item is cancelled or returned from the order when using a store credit a new one will be issued and emailed to you. Store credits cannot be used in conjunction with another credit store/coupon code.

Returns Policy

All items must be returned in their original packaging with all tags and labels attached within 14 days.

Please send your returns parcels, including a fully completed Order Form, to:

Frances Rose
Enterprise Building
Rope Walk

You will be responsible for paying the postage costs for returns. We recommend you use a tracked service since you are responsible for the item until we have received it. We regret that we cannot accept liability for items that have been lost in transit.

We will refund you within 14 days after we receive your return using your original payment method. Please note that it can take up to a further 5-10 working days for refunds to show on your account.

If you would like to exchange an item, please email hello@francesrose.co.uk telling us your reason for an exchange. If you are exchanging an item, we will deliver your exchanged items FREE of charge. Please be aware that it will be significantly quicker to return your item for a refund, but you may need to pay a postage fee this way.

Wrong/Faulty items
We try to maintain strict control over the quality of our items, but occasionally, a faulty item may get missed. If you have received a damaged or faulty item we apologise for any inconvenience caused. Please email hello@francesrose.co.uk with photographs of the fault and your order details within 30 days of receipt for an exchange or store gift card.

Special conditions
Part of our values is to treat everyone with fairness, honesty and respect, and in return we believe you will do the same. To make sure we handle every return or exchange with fairness we will not accept:

  • Items showing obvious wear

  • Items that have been misused or damaged through negligence or improper care

  • Items damaged by external factors, such as fire or flooding

  • Where we feel there has been a previous abuse of our returns policy

If you are in doubt as to whether or not an item can be returned to us, please contact hello@francesrose.co.uk.

Payment methods
We accept the following payments:

  • Visa (credit and debit cards)

  • MasterCard (credit and debit cards)

  • American Express

  • Apple Pay

Brand Rights
All elements of the Frances Rose website, including images, technology and designs are protected by Frances Rose Limited. Images may not be reproduced or products represented for onward customer sale, without express consent from Frances Rose Limited. Unless otherwise stated, all social media/blogger images shown on the Frances Rose website belong to the social media accounts/bloggers featured in the images. These account holders are the legal copyright holders of the material and have issued Frances Rose Limited consent to publish the images. Please contact us at hello@francesrose.co.uk if you have any enquiries.