FAQ
Have a question? Below you'll find answers to the most common inquiries. If you can't find what you're looking for, feel free to reach out to us at info@rosieandpearl.com.
Shipping & Delivery
1. What is your shipping policy? We offer free shipping within Australia on all orders. Each item is carefully packed and handled to ensure a safe and timely delivery. Read more in our Shipping Policy.
2. Do you deliver to collection points or pickup lockers? At this time, we only deliver to the shipping address provided at checkout. Delivery to collection points or lockers is not available.
3. What are your delivery times? Orders placed by 6:00 PM (AEST), Monday to Friday, are prepared for dispatch within 2–3 business days. Once shipped, delivery within Australia typically takes 4 to 9 business days. Total delivery time is 6 to 12 business days.
4. How can I track my order? Once your order has been shipped, you'll receive a confirmation email with a tracking number. You can use this number to track your order via Australia Post on our order tracking page.
5. What if my package hasn't arrived or is lost? If your order hasn't arrived within the expected delivery time, please first check the tracking information in your shipping confirmation email. Still no update? Contact us at info@rosieandpearl.com. If your parcel is confirmed lost, we'll either resend your order or issue a full refund, whichever you prefer.
6. What if my item arrives damaged or broken? We're sorry to hear that! If your item arrives damaged, please email us at info@rosieandpearl.com within 7 days of receiving your package. Be sure to include your order number and photos of the item and packaging. We'll arrange a replacement or refund right away.
Refunds & Returns
7. How do I return an item? If you're not completely satisfied with your purchase, please email us at info@rosieandpearl.com within 30 days of receiving your order to request a return. Items must be unused, in their original condition, and include all original tags and packaging. Refunds are issued once we receive and inspect the returned item.
8. How long does it take to process a refund? If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
9. Who pays for the return shipping costs? If you're returning an item because it's damaged, incorrect, or faulty, we'll cover the return shipping costs. For all other returns, the return shipping is at your own expense. Please reach out to info@rosieandpearl.com before returning any item.
Privacy
10. How do you protect my privacy? We take your privacy seriously. All transactions and personal data are protected by SSL encryption, and we never store your credit card information. Your data is never shared with third parties without your consent.
11. Will my data be shared with third parties? No. We do not sell, share, or trade your personal information with third parties. Your data is used solely for order processing and customer support. Learn more in our Privacy Policy.
Payments
12. What payment methods do you accept? We accept the following payment methods: Visa, Mastercard, American Express, Afterpay, Apple Pay, Google Pay, Shop Pay, PayPal.
13. What currency are payments processed in? All transactions are processed in AUD (Australian Dollars).
14. Are my payments secure? Yes, your payment security is a top priority. All transactions are protected with SSL (Secure Socket Layer) encryption to ensure your information is safe. Read more in our Payment Policy.
15. How will I know if my payment was successful? After a successful payment, you will receive an order confirmation email. If you don't receive it, please check your spam folder or contact us at info@rosieandpearl.com.
16. What should I do if my payment is declined? Please double-check your card details, billing address, and available funds. If the issue continues, contact your bank or card provider. You're also welcome to reach out to us at info@rosieandpearl.com for assistance.