QUESTIONS & ANSWERS

We’re a UK-based brand rooted in alternative style, music history, and emotional resonance. Every item is curated to connect — not just to clothe.

Some items are limited edition and won’t return. Others may be restocked based on demand. Join our mailing list to be the first to know

Returns are accepted within 14 days of delivery. Items must be unworn and in original condition. Return shipping is the customer’s responsibility unless the item is faulty.

Contact us via the form on our site with your order number and reason for return. We’ll guide you through the process.

Possibly. If you're ordering from Ireland, France, Germany, the Netherlands, or other supported EU countries, your local customs office may charge VAT and a small handling fee upon delivery. These charges are not included in your checkout total. We're working on expanding smoother EU-friendly shipping options — thank you for supporting Hemlock & Rose across borders.

We currently ship to the UK, Ireland, France, Germany, Netherlands, Spain, Italy, Portugal, Greece, Sweden, Denmark, and Finland. More regions may be added soon.

Shipping is calculated by weight and region. All parcels (except greeting cards) are tracked. You can view full rates on our [Shipping & Delivery page].

Orders are dispatched within 2–3 working days. UK orders typically arrive within 2–5 days; international orders within 5–10 days.

Yes. You’ll receive a tracking link once your order is dispatched. Except greeting cards.

We accept major credit and debit cards, PayPal, and other secure payment options listed at checkout.

Yes. Our site uses encrypted technology to protect your data. We never store your card details.

Simply select your item, choose your size (if applicable), and click “Add to Cart.” When you’re ready, head to checkout — we’ll guide you through the rest.

If your order hasn’t been dispatched, we may be able to adjust it. Contact us as soon as possible via the contact form. Once it’s shipped, we’re unable to make changes.

An FAQ section can be used to quickly answer common questions about your business like "Where do you ship to?", "What are your opening hours?", or "How can I book a service?".

FAQs are a great way to help site visitors find quick answers to common questions about your business and create a better navigation experience.

FAQs can be added to any page on your site or to your Wix mobile app, giving access to members on the go.

Simply select your item, choose your size (if applicable), and click “Add to Cart.” When you’re ready, head to checkout — we’ll guide you through the rest.

To add a new FAQ follow these steps: 1. Manage FAQs from your site dashboard or in the Editor 2. Add a new question & answer 3. Assign your FAQ to a category 4. Save and publish. You can always come back and edit your FAQs.

Yes. To add media follow these steps: 1. Manage FAQs from your site dashboard or in the Editor 2. Create a new FAQ or edit an existing one 3. From the answer text box click on the video, image or GIF icon 4. Add media from your library and save.

You can edit the title from the FAQ 'Settings' tab in the Editor. To remove the title from your mobile app go to the 'Site & App' tab in your Owner's app and customize.

Possibly. If you're ordering from Ireland, France, Germany, the Netherlands, or other supported EU countries, your local customs office may charge VAT and a small handling fee upon delivery. These charges are not included in your checkout total.

Possibly. If you're ordering from Ireland, France, Germany, or the Netherlands, your local customs office may charge VAT and a small handling fee upon delivery. These charges are not included in your checkout total. We’re working on smoother EU options soon — thank you for your patience and support.