Refund policy

Need help? Contact us first

Please contact us at support@whisperofrose.com before taking any other step. We reply within 1 business day and will do our best to solve your problem quickly.

Order cancellation

You can cancel your order for a full refund at any time before it ships. Once your order has shipped, it can no longer be cancelled. Please see “Change of mind returns” below.

Item damaged in transit or wrong item

If your item arrives damaged or is not what you ordered, contact us within 7 days of delivery at support@whisperofrose.com with:

•          your order number;

•          clear photos of the parcel, the packaging and the item;

•          a short video showing the damage or the wrong item.

Once we have confirmed the problem, we will send you a replacement free of charge. If a replacement is not possible, we will issue a full refund. You do not need to send the item back.

Faulty item

If your item does not work properly within 30 days of delivery, contact us at support@whisperofrose.com with:

•          your order number;

•          a complete video showing the problem.

Once we have confirmed the problem, we will send you a replacement free of charge. If a replacement is not possible, we will issue a full refund. You do not need to send the item back.

Damage or stains caused by improper use or by not following the instructions are not covered.

Change of mind returns

You can return an unused item in its original packaging. You have 14 days from delivery to tell us, then 14 more days to send the item back.

•          Contact us at support@whisperofrose.com before sending anything. We will give you the return address.

•          Our warehouse is located in China. Return shipping costs are paid by the customer.

•          Use a tracked service and keep your proof of shipping. Returns sent without contacting us first, or without tracking, cannot be refunded.

•          We refund the product price within 14 days of receiving the returned item. Original shipping costs are not refunded.

•          Items that have been used, damaged by the customer or returned without their original packaging cannot be refunded.

Parcel marked as delivered but not received

•          Contact us within 7 days of the delivery date shown on the tracking. We will open an investigation with the carrier.

•          If the carrier confirms the parcel was delivered to the address you provided, we will send you the carrier’s proof of delivery so you can make a claim, but we cannot refund or reship the order.

•          If the carrier confirms the parcel was lost, we will reship your order or issue a refund.

Parcels not collected or not deliverable

•          If your parcel is held at a post office or pickup point, you must collect it within 7 days. After 7 days, the carrier returns the parcel to its warehouse, where it may be destroyed. Please check your tracking and collect your parcel promptly.

•          If a parcel is not collected, we can either reship a new item at your cost or refund the product price, excluding shipping.

•          For deliveries to Malta, Cyprus, Slovenia, Croatia, Peru, Bulgaria, Romania, Kuwait, Qatar, Bahrain and Hong Kong: parcels that cannot be delivered or are not collected are not returned by the carrier. In these countries, a parcel that is not collected, or that cannot be delivered because of an incorrect address or phone number, cannot be reshipped or refunded.

•          Please make sure your delivery address and phone number are correct when you order. We are not responsible for parcels sent to an incorrect address provided by the customer.

Customs duties and taxes

Import duties and taxes charged by your country, if any, are paid by the customer and are not refundable. A parcel refused because of customs fees is treated as a parcel not collected.

Refunds

Approved refunds are issued to your original payment method. Depending on your bank, they can take 5 to 10 business days to appear on your account.

Contact

For any question about returns or refunds: support@whisperofrose.com

Shipping policy

Processing time

Orders are usually shipped within 3 to 7 business days. During periods of high demand, please allow up to 4 weeks. You will receive a tracking number by email as soon as your order ships.

Delivery times

•          United Kingdom and Europe: 6 to 10 business days after shipping.

•          United States: 6 to 12 business days after shipping.

•          Other destinations: delivery times vary. Please contact us for an estimate.

Delivery times exclude customs delays.

Where we ship

We only ship to the countries available at checkout. If your country is not listed, we are unable to deliver to it.

Shipping costs

Shipping costs are calculated at checkout based on your location.

Customer support

Questions about your order or shipping status? Contact us at support@whisperofrose.com. We reply within 1 business day.