Frequently asked questions

Orders

Although we try to accommodate our customers, unfortunately we can't guarantee that we are able to make any changes to an order once it has been placed. If you require a change to your order please email our support team support@shoplerose.com with 'URGENT ORDER CHANGE' in the subject line.

If you no longer wish to proceed with your order, our support team may be able to facilitate a cancellation. Please urgently email our support team support@shoplerose.com and advise in the subject line 'URGENT CANCELLATION'.

Please note, if you contact us outside of business hours, we will try and get back to you as quickly as we can, however we cannot guarantee our team will be able to action your enquiry before your order is processed.
Unfortunately, once an order has been picked and packed, we are unable to make any changes and Le Rose Stories is not accountable for any errors made when placing your order.

If you enter the incorrect address on your order, our support team may be able to facilitate an address change. Please urgently email our support team support@shoplerose.com and advise in the subject line 'URGENT ADDRESS CHANGE'.

Please note, if you contact us outside of business hours, we will try and get back to you as quickly as we can, however we cannot guarantee our team will be able to action your enquiry before your order is processed.
Unfortunately, once an order has been picked and packed, we are unable to make any changes and Le Rose Stories is not accountable for any errors made when placing your order.

Our team endeavour to dispatch orders (without personalisation) within the same or following business day however it may take up to 3 business days for your order to be dispatched. Orders placed on a Saturday, Sunday or Public Holiday will require an additional day. During busy sale periods, please allow an additional 1-2 business days for dispatch.

Any orders placed with personalisation require up to an additional 14 days. Please check the product page for our current embroidery turnaround times.

If your order is urgent we offer an express/priority shipping option at checkout. This will ensure your order is dispatched within the same or following business day. This applies to all orders, including personalised orders.

Please refer to our shipping page for additional information

At this stage Australia Post Express is the only shipping method available and delivery typically takes place within 1-3 business days.

If you are local to Sydney and urgently require your order, we also offer a Click and Collect service from our Head Office (located in Condell Park) between 11am and 4pm. Orders placed for collection are treated as a priority.
If you require pickup at a certain time please call our support team to arrange 02 97733282.

If you are local to Sydney and urgently require your order, we also offer a Click and Collect service from our Head Office (located in Condell Park) between 11am and 4pm. Orders placed for collection are treated as a priority.
If you require pickup at a certain time please call our support team to arrange 02 97733282.

We use Australia Post to send your order. Once your parcel has been dispatched, you will receive a tracking number via email.

If you are unable to locate your tracking number, please first check your junk and spam folders before contacting us at support@shoplerose.com.

Any delivery date or time specified by Le Rose Stories is an estimate only. Le Rose Stories is not liable for any loss or damage suffered through any reasonable or unavoidable delay in delivery.

We pride ourselves on our beautiful bespoke packaging and take the utmost care to make sure everything arrives in one piece. Best of all? It looks beautiful too.

All orders for individual bridal robes and sleep wear are packed with the utmost care too, using oh so soft white satin gift bags, with ribbon and gift card and then delivered in postal sachets.

All of our hampers are packed neatly to prevent breakages in a premium white gift box with a ribbon of your choosing. We then box them in a custom size carton, just for good measure.

Our hamper items can vary to those photographed due to climate or limitations on supply. If your recipient has food intolerances or sensitivities please reach out to ask for ingredient information.
These will be replaced with with an item of the same value.

After your payment’s been received, we’ll endeavour to have your items to you to as fast as possible. Please refer to our shipping page for detailed information.

Left it to the last minute? We offer an express & priority option which will ensure your order is sent the same or next business day.

Not at home to collect your items? We can’t tell the postman to leave it on your doorstep. If you’re out when he calls, a calling card will be left for safe collection.

Personalised items with embroidery require up to 14 days to dispatch. If you require personalised items urgently please get in touch with our team support@shoplerose.com

Returns and Exchanges

All garments eligible for return must be requested within 14 days of receipt of the order. After this 14 day period all sales are final.

Please email your return request to support@shoplerose.com. Please allow our team 1-2 business days to respond to your request (the time it takes for us to respond is not included in the 14 day period)

Please note that any personalised items; embroidered robes, sleepwear slippers and bags, sashes, and hampers are not eligible for a return.

Please note that all returned garments must be in original condition, neatly folded, unworn, with all the tags attached and in the same packaging that they arrived in. They must not be soiled and be free of pet hair. If your return does not meet this criteria, it will not be accepted.

***Christmas Gifts: Orders placed between the 15th of November - 21st of December, 2023, must be post stamped by the 10th of January, 2024, to be eligible for a store credit.

We do not cover the cost of returns and the responsibility of the return lies with the customer.

We recommend that you use a traceable service to return your parcel as Le Rose Stories is not liable for any lost or stolen parcels.

Le Rose Stories does not facilitate exchanges. We recommend requesting a return and ordering the new required item. This ensures the required size/colour is in stock. The only exception to this is if your garment is faulty or an order error has taken place. We will of course then look into an exchange. Please note this is dependant on stock availability.

All items placed during Storewide Sales are eligible for returns unless FINAL SALE is advised in the product description.

Those that state the sale name (ie. Cyber Sale, Boxing Day, Spend and Save etc.) under the product listing are eligible for a refund.
Those that state Prices As Marked are eligible for a store credit.

Please note that any personalised items; embroidered robes, sleepwear slippers and bags, sashes, and hampers are not eligible for a return.

Please note that any personalised items; embroidered robes, sleepwear, slippers and bags, sashes, and hampers are not eligible for a return.

When you receive your order, please inspect all items carefully before trying on - if you notice a fault, please contact our support team support@shoplerose.com and ensure you include your order number and a photo of the fault within your email. The support team will respond as soon as possible with a desired solution.

Refunds are processed within 5 business days of your parcel arriving back at our warehouse. Refunds are processed back to the form of payment used to place the order, i.e. credit card, Afterpay account or credit note. The total amount refunded or credited will be minus original shipping charges (if applied to the order).

Please allow between 3-5 business days for funds to appear in your bank account once your refund has been processed by our team. Alternatively, if your refund was processed back into a store credit you will receive this instantly.

Alcohol

Based within Australia? We include a variety of delicious treats within our hampers, including a sneaky vino or two. Make sure the person receiving your hamper is over 18.

Privacy

We value your privacy, and we won’t ever sell or supply your information to third-parties.

We’ll never spam you or ask you to change your password. We’ll only ever contact you about your order.