Q. What if I am not home when my order arrives?
A. Australia Post will leave a calling card for you to collect your parcel from your local Post office. Parcels are kept at the Post office for 5 days, after 5 days you will receive another note. If your order is not collected after the next 5 days, your order will return to our head office. Additional postage fees will be charged to resend your order.
Q. How do I return an order?
A. Please refer to our returns policy. Please note no returns on accessories or sale items.
Q. How long do I have to return an item?
A. 30 days from the date you received your order.
Q. Do you restock?
A. We will occasionally restock items, be sure to follow us on Facebook & Instagram to stay up to date with current styles. Alternatively, you can be notified via email by registering your email address on the items product page.
Q. How long do I have to use a credit note?
A. You will have 6 months from the date of issue, after this time it will expire & cannot be reissued.
Q. How do I use a promo code?
A. Once you get to the checkout you will be able to enter your promocode.
Q. What if my item is faulty?
A. We inspect all garments carefully before we ship them, however if you do find a manufacturing fault, please email us at firstname.lastname@example.org with a picture of the product fault so we can assist you to resolve the issue as quick as possible. We will offer an exchange for the faulty item if in stock, if not a full refund less shipping will be issued.
Q. What form of payment do you accept?
A. You can pay via Paypal, Visa, Mastercard, Amex & Afterpay is now available.
Q. Can I change my mind after my purchase has gone through?
A. Unfortunately not, once you process your order, our team is already in the works of preparing it for dispatch.
Please refer to our returns policy if you are unhappy with your purchase once you receive it.
General Information to take note of:
If you are unsure of a garments care label, always ‘cold hand wash’ to avoid any damage in the garments fabric. For garments that specify dry-clean only, we recommend the use of a specialty dry cleaner. If an item is made from viscose, we recommend to avoid washing. An alternative to this would be to cold hand wash or spot clean if possible. You may need to iron this viscose garment back into shape after washing. If your garment is damaged because it was washed incorrectly we are unable to accept this back as a return
WEAR & TEAR:
If you damage a garment after wearing it e.g a button falls off or the zip breaks because of ‘wear and tear‘ we cannot accept these garments back for a return or exchange.
OWNERSHIP & RISK:
Ownership of and risk of damage in the goods passes to you upon delivery at your specified delivery address.
When buying an item labelled 'Pre-order' please take note on when the items expected arrival date for shipment will be. Items on PRE ORDER are NOT currently in stock.
Please keep in mind the provided shipping date is an estimate and will depend on our brands. We will contact you and let you know if the shipping date has been delayed.
All items ordered together will be held and shipped together when the pre order item arrives. If you would like other items that are in stock to be shipped, please contact us & a separate shipping charge will apply.
NEED FURTHER HELP?
Our team is always working to improve your experience with online shopping; we would love to hear your feedback and ideas from placing your order to receiving what might be your first Prim & Rose order.
We are also here to provide you with assistance in all aspects of your shopping experience. So feel free to email us or contact us via our contact form.