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FAQs

Q. What is Rose Garden Waterfall?

A: Rose Garden Waterfall is an independent business, which specialises in jewellery, crystals and homeware with a bohemian vibe. 

Q: Is the store secure?

A: Yes, all payments are made securely through one of the world's most leading online payment companies, PayPal or via your bank (if you pay via our card option instead of PayPal). I receive your address from PayPal after you've completed the checkout, but I cannot see any private payment information. You are always covered by buyer protection.

Q: What are your official social media accounts?

A: We have numerous social media accounts and they are:

INSTAGRAM: @rosegardenwaterfall_ 
FACEBOOK: rosegardenwaterfalldesigns
TWITTER: @rosegardenwater
TUMBLR: rosegardenwater.tumblr.com
PINTREST: @rosegardenwater
DEPOP: @chloelowin

Q: What is the postage policy / waiting time?

A: Please bear in mind that every inch of our jewellery is handmade to order. It can take us up to a week and a half to hand make your order, quality check it and package it up, the Royal Mail’s postage time is then added to your waiting on top of that. Our estimates are:

UK: Up to 7 working days to make the order then up to 7 working days for the order to reach its destination. This results in up to 14 working days as our highest estimated UK waiting time. However, at quieter times an order will only take up to a week to be made and then arrive at it’s destination.
More information can be found on ‘delivery and returns’ page, priority postage is also available.

INTERNATIONAL: Up to 7 working days to make the order then up to 14 working days for the order to reach its destination. This results in up to 21 working days as our estimated international waiting times but please be aware this can vary from country to country due to customs. Sometimes orders take less time than this, sometimes more. More information can be found on our ‘delivery and returns’ page, priority postage is also available.

Q: Which postage service is used?

A: The Royal Mail sends all of our packages. A ‘recorded’ and ‘signed for’ delivery is used. Our UK price for postage is on average around £5 but varies due to the weight and fragility of the package. Please be aware this postage method is in place to ensure your item reaches you safely and in tact. International orders are £10, however a tracked service can be used if customer contacts us before placing the order via the ‘contact page’ so we can adjust the postage prices.

Please note: We are not responsible for any customs or tax charges that may occur when items are sent out of the UK. This is the responsibility of the customer. We hold no responsibility or liability for the loss of a parcel due to incorrect address details provided to us by the customer. If a parcel is lost due to incorrect address details supplied by the customer it is therefore the customers responsibility. We will not refund nor resend an item if this is the case. However if the parcel is simply lost in the post there are numerous things we can do to ensure the customer still receives their order, if this is the case please contact us via the ‘contact’ page.

Q: What is your returns policy?

A: If you believe you have received a faulty/damaged item, please notify us within 7 days at chloe@rosegardenwaterfall.uk and we will do our best to solve the problem. Faulty items should be returned to us within 14 working days. Items showing defect deemed to be the result of general wear and tear or neglect will not be regarded as faulty. Please be aware that all sales are final unless anything stated above has taken place. We do not accept returns for items if a customer has changed their mind or doesn’t like it once it arrives, we provide enough images per item to give an accurate idea of how the item will look when it is received.

Q: Can I sponsor / promote your company?

A: Please email us via chloe@rosegardenwaterfall.uk to be considered or contact us via the ‘contact page’ with information about yourself and why we should chose you.

Please note: We cannot help with order queries over photo comments and the same goes for promoter requests. Please always contact us by the methods below:

EMAIL: chloe@rosegardenwaterfall.uk
Via our ‘contact page’
Via our Facebook page through ‘private message’
Or via Instagram ‘direct message’

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