FAQ
Orders
How do I place an order?
Simply browse our collections, select the item and size you'd like, and click Add to Cart. When you're ready, proceed to checkout and follow the steps to complete your purchase. You'll receive a confirmation email as soon as your order is placed.
Can I change or cancel my order after placing it?
We process orders quickly, so changes or cancellations must be requested within 24 hours of placing your order. Please contact us at support@hartandrosecharleston.com as soon as possible, and we'll do our best to help.
I didn't receive a confirmation email. What should I do?
Please check your spam or junk folder first. If you still can't find it, contact us at support@hartandrosecharleston.com, and we'll be happy to assist you.
Shipping
How long does delivery take?
Orders are usually processed within 1–3 business days, Monday through Saturday. Once dispatched, standard shipping typically takes 5–7 business days, Monday through Friday.
The estimated total delivery time is approximately 6–10 business days. You will receive tracking information by email once your order has been shipped.
Do you offer free shipping?
Yes — Hart & Rose offers free shipping on all orders within the United States, regardless of order value.
How do I track my order?
Once your order has shipped, you'll receive a tracking number by email. You can use this information to follow the progress of your delivery through our order tracking page.
My order hasn't arrived within the estimated timeframe. What should I do?
Please check your tracking information first for the latest updates.
If your order is significantly delayed or your tracking information has not updated, please contact us at support@hartandrose.com, and we'll investigate the situation for you.
Returns & Refunds
What is your return policy?
Returns must be initiated within 30 days of receiving your order. Eligible items must meet the conditions outlined in our Return & Refund Policy.
Sale and promotional items are non-returnable. Please visit our Return & Refund Policy page for complete details.
How do I start a return?
Email us at support@hartandrosecharleston.com with your order number and the reason for your return. If the item arrived damaged or defective, please also include clear photographs of the issue.
Once your return has been approved, we'll provide you with detailed instructions for the next steps.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer, except when an item arrives defective, damaged, or incorrect due to an error on our part. In these cases, Hart & Rose will cover the applicable return shipping costs.
How long does a refund take?
Once your return has been received, inspected, and approved, your refund will be processed to the original payment method used at checkout.
Please allow up to 14 days for the refund to be processed. Your bank or payment provider may require additional time for the funds to appear in your account.
Can I return a sale item?
No — items purchased during a sale or promotion are considered final sale and cannot be returned or exchanged.
Sizing
How do I find the right size?
We recommend checking the Size Guide available on each product page before placing your order.
If you're between sizes, we generally recommend sizing up for a more comfortable fit. If you need additional guidance, contact us at support@hartandrosecharleston.com, and we'll be happy to help.
What sizes do you carry?
Our available sizes vary depending on the item. Please check the individual product page and Size Guide for the sizes currently available for each style.
Payments
What payment methods do you accept?
We accept several secure payment methods, including:
- Visa
- Mastercard
- Maestro
- American Express
- Google Pay
- Apple Pay
Available payment methods will be displayed during checkout.
Is my payment information safe?
Yes. We use secure and encrypted payment systems to help protect your personal and financial information.
Your payment details are processed securely and are not stored directly on our servers.
Why was my payment declined?
Please check that your card information has been entered correctly and that sufficient funds are available.
If the issue persists, try another payment method or contact your bank or card issuer. You can also reach us at support@hartandrosecharleston.com for further assistance.
General
How can I contact customer service?
You can reach our customer service team by email at:
support@hartandrosecharleston.com
Customer Service Hours:
Monday – Friday: 9:00 AM – 5:00 PM (ET)
Saturday & Sunday: 10:00 AM – 3:00 PM (ET)
We aim to respond to all inquiries as quickly as possible.
Where is Hart & Rose based?
Hart & Rose is an online boutique serving customers throughout the United States.
For our official business information and contact details, please refer to the relevant information provided on our website.
Do you have a physical store?
Hart & Rose is an online boutique and does not currently operate a physical retail location. Our customer service team is available to assist you with questions about products, orders, shipping, returns, and more.