Last updated: July 2026

At Opal & Rose, we want you to love every purchase. If something isn't right, we're here to help.

Physical Products

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

• Your order number
• A description of the issue
• Clear photos of the item and packaging

If your return is approved, we'll provide instructions on how to return the item. Depending on the circumstances, we may offer a replacement, exchange, or refund.

Items must be returned in their original condition unless they arrived damaged.

Personalised Products

As personalised colouring books are custom-made specifically for you, personalised products cannot be returned or refunded unless they arrive damaged, defective, or we have made an error with your order.

Please ensure all names, photos, and personalisation details are correct before placing your order.

Digital Products

Due to the nature of digital downloads, all digital products are non-refundable and cannot be exchanged once your purchase has been completed.

If you experience any issues downloading your files or receive incorrect files, please contact us and we'll be happy to assist.

Change of Mind

We do not accept returns or offer refunds for change-of-mind purchases on personalised or digital products.

For standard physical products, change-of-mind returns may be considered at our discretion, provided the item is unused, in its original condition, and returned within 14 days of delivery. Return shipping costs are the responsibility of the customer unless the return is due to our error.

Refunds

Once your returned item has been received and inspected, we'll notify you of the outcome.

If approved, your refund will be processed to your original payment method. Please allow several business days for the funds to appear, depending on your bank or payment provider.

Questions

If you have any questions about returns or refunds, please contact us through our Contact page or by email. We're always happy to help and will do our best to resolve any issues as quickly as possible.