ORDERS & RETURNS

 Christmas & Holiday Shipping Info

We recommend placing your orders by the below dates, for guaranteed Domestic delivery before Christmas.

Can I change my order details?

In order to get your order to you as quick as possible, once your order is confirmed details are sent to our warehouse to begin packing your order right away. Once our warehouse has received your order we are unable to change details including the shipping address, contact details or postal service.

When will I receive my order?

The time it takes for your order to reach you depends on your shipping address and the postal service you select at checkout. In general, Australian orders may take up to 5 days to arrive, while international orders may take between 14-28 days. When your order has shipped you will receive a notification and tracking details (if applicable). Unfortunately at times orders may take longer than these periods due to high-demand periods or unexpected delays with the postal service. These delays are out of our control and as such we cannot guarantee delivery timeframes on any orders.

Please note: Vinyl orders may take 3-5 business days to be dispatched from our warehouse.

I purchased a pre-order item, when will I receive it?

Pre-orders products will not be shipped from our warehouse until the release date specified on the product page. If you've purchased a pre-order item in the same order as other products, the order will not ship until all products are available. We are unable to split orders or ship items separately.

The product I want is out of stock or not in my size. When will more be available?

Some items are very popular or limited and may not be available in all sizes or colours. We're unable to predict when or if more stock will be available in the future. Check back frequently for new stock and new products.

I purchased a product and it's now on sale. Can I get a refund of the difference?

Individual product prices may change over time or be part of special discount promotions. All product prices are final at the time of your order and we are unable to refund orders if the price changes later.

I wasn't home to receive my order, what now?

Australian Orders: If no-one is available when delivery is attempted, Australia Post will leave your order in a safe space, or deliver your order to the closest collection point and leave a delivery slip with details. Please ensure you collect your order within 10 days or it may be returned to us. Uncollected orders will be cancelled and a return fee may be charged.

International Orders: If no-one is available at your address when the local shipping service attempts delivery, your order may be left unattended, returned to a depot or transferred to a collection point. In most cases, you will be contacted by the local carrier with further details. Please ensure you follow instructions provided to by the local shipping service you as uncollected parcels cannot be returned to us and will be treated as abandoned.

Will I be charged bank fees if buying from outside of Australia?

All items are charged in Australian Dollars (AUD). If you complete an order using a non-Australian issued credit card, your bank may convert the order total into your local currency and charge additional fees to do so. This charge and the conversion rate comes directly from your bank and is out of our control. Please check these details with your bank before placing your order.

My order is being held by customs, what do I do?

Some countries charge additional customs fees or require additional information on items entering the country. These policies and charges are out of our control and we are unable to help if your order has been held by customs in your local country. In most cases, your local authority will contact you to let you know they are holding your order and provide additional information. Please ensure you check local custom and import details before placing your order.

Can I receive a refund to a different credit card?

Refunds can only be processed directly to the original payment method. We cannot refund funds to different cards or bank details.

Returns Info

Within 30 days of receipt of your order, you may return any item for a full refund, under the following conditions:
• Items must be in their original condition, with original packaging and accessories
• Packaged merchandise must be unopened
• Apparel must not be worn or washed and must be returned in a new and sellable condition. Any tags, labels or packaging must not be removed or damaged from the product.

We do not offer exchanges or refunds for international orders for change of mind, wrong size or incorrectly purchased items.

Returns Process
Please do not return your item(s) to us without a return authorisation. Any items without authorisation may not be processed and you will be responsible for collecting your item from us and any additional shipping charges incurred.

• Send an email to helpme.au@ceremonyofroses.com with your original order number and any supporting documentation (for damaged or wrongly packed items, please send photo evidence)
• You will receive a response within 48 hours from our customer service team.
  • If your return is authorised, you will be sent further details on returning your item. Do not return your item without authorisation.
  • For approved returns, an exchange for the same item or any item that we carry that is of equal or lessor value ONLY, provided that stock is available.
  • An exchange will only be processed once all items have been returned. The customer is responsible for the items being returned undamaged.
  • Please ensure you pack the return items adequately as we will not accept returns that are damaged in transit.

Damaged or exchange items?
Please contact Customer Service to organise an exchange or refund. We are not able to process exchanges online. We are not responsible for items damaged, lost or stolen due to negligence by postal or courier companies.