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Frequently Asked Questions
Orders
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Can I add something to my order?
No, you cannot add items to your order. Your order will need to be cancelled and a new one placed including the additional products you want to purchase.
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Can I remove an item from my order/pre-order?
Whilst we try to accommodate all order edit requests - this cannot be guaranteed. Please contact our customer service team at Helpme.au@ceremonyofroses.com with any requests for changes before pre-orders close, and we will try our best to assist.
For all other orders, once our warehouse has received your order and shipping has been allocated - we are unable to change details including the shipping address, contact details or postal service.
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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.
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Can you change my address/order details or cancel my order?
To ensure your order ships as quickly as possible, all order details are sent to our warehouse for immediate processing once confirmed. After our warehouse receives your order, we cannot cancel it or change any details including shipping address, contact information, or postal service. For pre-orders, please contact us as soon as possible—cancellation requests received 2-3 weeks before release dates cannot be guaranteed.
Shipping & Delivery
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Where does my order ship from?
Sydney, New South Wales, Australia.
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Where is my order?
Check the product descriptions for all items in your order. Pre-order items will show a release date on their product page.
These products won't ship from our warehouse until that specified release date. If your order contains both pre-order and regular items, nothing will ship until all products are available. We cannot split orders or ship items separately.
If there are any delays or changes to release dates, we'll notify you via the email you provided during checkout.
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I wasn't home to receive my order, what now?
Australian Orders: If no-one is available at delivery, Australia Post will leave your order in a safe space or at the closest collection point with a delivery slip. Collect within 10 days to avoid returns. Uncollected orders will be cancelled and may incur a return fee.
International Orders: If delivery can't be made, your order may be left unattended, returned to a depot, or sent to a collection point. The local carrier will typically contact you with instructions. Follow these promptly as uncollected parcels will be considered abandoned and cannot be returned to us. -
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.
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I purchased a pre-order item, when will I receive it?
Pre-order products will not ship from our warehouse until the release date specified on the product page.
If you've purchased a pre-order item along with other products, your entire order will ship only when all products are available. We cannot split orders or ship items separately.
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When will I receive my order?
Delivery time varies by location and postal service. Australian orders typically arrive within 5 days; international orders take 14-28 days. You'll receive tracking details when your order ships. During busy periods or postal delays, deliveries may take longer. These delays are outside our control, and specific delivery times cannot be guaranteed. Vinyl orders may need 3-5 business days for warehouse dispatch.
Returns
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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.
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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.
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Returns Policy
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.
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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.
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