FAQ

How can I contact Elegance Rose?

You can reach us by email at support@elegancerose-melbourne.com . Our customer service team will be glad to help you with any questions or concerns about your order, our products or any other matter. You can also contact us by phone on +61 468 147 389.

Do you deliver worldwide?

No, we currently deliver only within Australia and to selected destinations.

Where are the products shipped from?

All Elegance Rose products are shipped from our central warehouse, which allows us to ensure fast and reliable delivery for our customers.

Can I change or cancel my order?

To ensure prompt processing, any change or cancellation must be requested within 12 hours of placing the order. After this period, changes may no longer be possible if the order is already being processed or has been dispatched. Once the order has been delivered, you can request a return in accordance with our Returns and Refunds Policy.

Which payment methods do you accept?

We accept the following secure payment methods:

American Express
Visa
Mastercard
Apple Pay
Google Pay

All payments are processed securely through encrypted payment systems.

When will my order be processed?

Orders are processed Monday to Friday within 1 to 3 business days, excluding public holidays. Please note that processing times may be longer during periods of high demand or promotional campaigns. Dispatch generally takes place on the business day after the order has been processed.

How long does delivery take?

The estimated delivery time is 6 to 11 business days. Most orders arrive within this period; however, delays may occur due to high demand or unforeseen logistical circumstances.

What happens if I do not receive my order?

If your order has not arrived within 35 days of the dispatch date:

You may be entitled to a full refund.
You may also be offered a courtesy discount code in the case of delayed deliveries.
If a parcel is confirmed as lost, a refund will be issued.

Please contact us at support@elegancerose-melbourne.com for assistance.

How can I return an item?

To start a return, please send us an email at support@elegancerose-melbourne.com.
Return requests must be approved before any item is sent back. Faulty or incorrect items must be returned before the refund can be processed. You may also request an exchange instead of a refund. You will find all the details in our Returns and Refunds Policy.

What should I do if the item I receive is faulty, incorrect or damaged?

If you receive a faulty, damaged or incorrect item, please contact us immediately and include:

the order number
clear photos of the item
a brief description of the problem.
The item must be returned before the refund is issued.

If you prefer, a replacement product can be sent to you.

When will I receive my refund?

Refunds are made to the original payment method used at checkout. Refunds to credit or debit cards are usually processed within 7 business days of receiving the returned item or approving the cancellation. If you have not received your refund after this period, please contact your bank, as processing times may vary.

Security and Privacy

At Elegance Rose, your privacy and security are our top priority. We use secure payment processing systems and handle all personal information in accordance with applicable data protection laws.

FAQ