Customer Care

frequently asked questions
delivery information
returns & exchanges
payment & security
VIP program
gift cards
contact us
Returns & Exchanges

Returns & Exchanges
Return Policy

Please choose carefully as we do not refund for change of mind.

A change of mind includes instances where a customer buys an item but later decides or realises that they have selected the wrong colour, size or product, had no use for it or simply changed their mind. This is considered a change of mind and cannot be refunded. Please choose carefully as we do not refund for change of mind or incorrect choice. Please note that if an item does not fit, it is considered a change of mind and can not be refunded. 
We are happy to exchange or offer a credit note within 7 days with proof of purchase.

We want you to be happy with your purchase but in the instance that your purchase is not suitable we will assist you with your exchange within 7 working days of receiving your order.
All purchases from Emily & Rose Online Store may only be returned and processed back through the Emily & Rose Online Store. Returning goods must be at the customers expense. 
If you are requesting an exchange please email us at within 7 working days of receiving your order. Return requests made outside this time may not be considered.
Once we have received the returned goods an online store credit will be emailed to you for the cost of the goods purchased.  The online store credit may then be used to purchase your preferred goods online. The original shipping charges are not refundable.
We will only refund shipping charges if we've sent you the wrong goods or if the item sent is deemed to be faulty.   
In your email please provide the following information:
- Order number
- Contact details
- Goods you wish to return
- The reason you are returning the goods
We will only accept goods returned in proper condition as set out below.
We will only accept returns in the following circumstances:
- You have made contact with Emily & Rose within seven (7) days from the date you received the goods
- The original tags have not been removed
- The goods are accompanied by a proof of purchase
- The goods have not been worn, altered, damaged or washed
- In the case of faulty goods, no attempt has been made to repair the goods
- In the case of earrings, returns will only be accepted if the goods are faulty. We will not accept returns in these categories for change of mind due to health regulations.
Gifts purchased from Emily & Rose must also adhere to the normal exchange process
Faulty Goods
Please ensure faulty items are returned within 7 days from the date of purchase. When returning faulty items proof of purchase/receipt is required.
Faulty items are those that are considered to hold a manufacturing fault. Faults or damage caused by the wearing, washing or caring for the garment incorrectly are not considered faults. Please note that items that are damaged as a result of wear and tear are not considered faulty.

If an item is assessed and considered faulty, we will contact the supplier and it will be at the supplier’s discretion to repair or replace. The supplier will notify Emily & Rose as to whether the item will be repaired or replaced and we will then offer to repair or replace the item within a reasonable time. If you do not want the replacement item, then this is considered to be a change of mind and a credit voucher will be issued.

The only time we will offer a refund is if the item (identical original purchase) cannot be repaired or replaced within a reasonable time frame. In this case we will offer you a choice of a credit voucher or refund. In the case of a refund it will be credited to the original payment method.
(e.g. If the original payment was made by credit or gift voucher you will be credited with a credit or gift voucher).
Please note for this to apply the faulty items must be returned within 7 days from the date of purchase.

Please refer to the Returns Policy above for processing.
For all faulty items outside of our Returns Policy, please contact:
Our current address for returns/exchanges is:
Emily & Rose Boutique
Shop 2A Knightsbridge Shopping Centre
Cnr of Gilbert Road & Ridgecrop Drive
Castle Hill NSW 2154
It is highly recommended that any items sent back to Emily & Rose are sent via Registered Post. Emily & Rose takes no responsibility for lost parcels. Furthermore, to ensure that your return is adequately protected in transit, we recommend you send your items back to us in the original packaging provided.  
Promotional Codes/Gift vouchers
If you have been issued with a $20 gift voucher or other promotional codes to use ONLINE, please note that this voucher is not redeemable for cash. If you were to order online and wish to exchange your goods we will only issue you with an ONLINE store credit for the amount you have paid for your goods. Original shipping costs are not redeemable. 

A gift for you - Kate Nutt Photography $25 gift certificate (Code STYLE expires on 30 September, 2016).