Return & Refund Policy
Last updated: August 31, 2026
This policy applies to all orders placed on everlyrose-asheville.com and delivered within the United States. All amounts stated below are in U.S. dollars (USD), the currency of our store.
Summary
- Return window: 30 days from the date you receive your order
- Return method: by mail (parcel shipment)
- Return label: not provided and not prepaid — you arrange the shipment yourself
- Return shipping cost: paid by you, except for defective, damaged or incorrect items
- Restocking fee: $0.00 — we do not charge a restocking fee
- Refund timeframe: inspection within 2–5 business days, refund issued within 14 days at the latest
- Exchanges: handled as a return followed by a new order
Items eligible for return
Non-defective items. Every item sold on everlyrose-asheville.com can be returned if it is not right for you, provided it is in its original condition: unworn, unwashed, unused, unaltered, with all original tags still attached and in its complete original packaging. An item briefly tried on, as you would in a fitting room, remains eligible.
Defective, damaged or incorrect items. If you receive an item that is defective, damaged in transit, or different from what you ordered, it is eligible for return even if it has been opened or worn. In that case we cover the full cost of the return and offer you either a replacement or a full refund, at your choice.
Exclusions. Items for which hygiene is a determining factor must be clean and intact to be accepted. We reserve the right to refuse a return where there are clear indications that the item has been used, washed or damaged beyond simple inspection. In that case we contact you before making any decision, and you may request that the item be shipped back to you at your expense.
Required product condition
For a standard return, the item must be new and unused: in the condition in which you received it, with all parts, accessories, instructions and tags. The original packaging must be included. Outer packaging opened with care is not a problem; destroyed or missing packaging may reduce the refunded amount by the corresponding loss of value.
How to start a return
- Email us at support@everlyrose-asheville.com within 30 days of receiving your order.
- Include in your message: your order number, your full name, your address, the item or items concerned, and the reason for the return. Attach one or two photos if the item arrived damaged or defective.
- We reply within 24 business hours with the correct return address and shipping instructions.
- Pack the item carefully and ship it to the address we provided. We recommend a tracked shipment: without proof of shipping, a lost parcel cannot be refunded.
Important: never ship a return before you have received our written confirmation and the return address. Do not send items back to the sender address printed on the original parcel — parcels sent to that address cannot be processed.
Return shipping and labels
We do not provide a prepaid return label, and there is no label to download or print. You arrange and pay for the return shipment with the carrier of your choice. The cost depends on the carrier, the weight and the size of the parcel.
This does not apply if the item you received is defective, damaged or incorrect: in that case we cover the return cost in full and tell you exactly how to proceed.
We do not charge any restocking fee ($0.00).
Refunds
Once we receive your parcel, we inspect the item within 2–5 business days. If the conditions above are met, we issue the refund to the payment method used for the original purchase. The refund is issued without undue delay and within 14 days at the latest from the moment we were informed of your decision to return and have received the goods.
The refunded amount covers the price of the item. As shipping is free at our store, no original shipping cost was charged and there is nothing to refund on that basis. You are not charged any fee for processing the refund.
Depending on your bank or payment provider, allow an additional 3–10 business days before the amount actually appears on your account.
Exchanges
We do not process direct exchanges. To receive a different size or a different item, return the original item following the procedure above and place a new order. In practice this is the fastest route: your new order ships without waiting for the return to be processed.
Changing or canceling an order
If your order has not shipped yet, it may still be possible to change or cancel it. Contact us as soon as possible after your purchase and we will do our best to help. Once the order has shipped, we can no longer stop it in transit: wait for delivery and then follow the return procedure described above.
Complaints
Have a complaint? Email us first at support@everlyrose-asheville.com. We take every complaint seriously and aim to resolve it with you directly.
Contact
Email: support@everlyrose-asheville.com
Response time: within 24 business hours
Customer service hours:
Monday to Friday: 8:00 AM – 5:00 PM (ET)
Saturday and Sunday: closed
Company Information
Store Name: Everly & Rose
Email: support@everlyrose-asheville.com
Business Address: 77 5th Ave, Asheville, NC 28806, United States
Company Name: Orovera
Registration Number (KvK, Netherlands): 99471973
VAT Number: NL005392935B33
Registered Business Address: Volkerakstraat 12, 4335 VJ Middelburg, Zeeland, Netherlands
Everly & Rose is a trade name of Orovera.