Refund policy

We want you to feel comfortable ordering from Rose the Label. The following conditions apply to change-of-mind returns.

Change-of-mind returns

Please submit your return request online or by email within 14 days of delivery.

• Full-price items purchased without a discount code: eligible for a refund to the original payment method.
• Sale items and items purchased using a discount code: eligible for a credit note for the amount paid, valid for 3 months from the date of issue.

Return eligibility

Items must be unworn, unwashed and in their original condition, with original tags attached and original packaging where applicable.

For hygiene reasons, undergarments, bodysuits, personal care items and pierced accessories cannot be returned for a change of mind.

Submit a return

Submit a return through your customer account. Sign in using the email address used at checkout, open your order, select the items you wish to return and provide the reason for your request.

All return requests are reviewed by Rose the Label. Please wait for approval and return instructions before posting your parcel. A return request does not automatically issue a refund or credit note. We aim to respond within 1–3 business days.

If you need help, wish to enquire about an exchange, or cannot submit a request online, email rosethelabelhq@gmail.com with your order number. For faulty items, please email a description of the issue and photos where possible. Statutory claims can be made by email even outside the online change-of-mind return window.

Return postage — Australia Post

For Australian change-of-mind returns, customers pay for their own tracked return postage. Once your return is approved, we will email the return address and packing instructions. Purchase tracked parcel postage or a shipping label from Australia Post, attach the label securely, and lodge your parcel at an Australia Post outlet. Keep your lodgement receipt and tracking number until your return is resolved.

Return labels are not automatically generated or sold through our return-request page. For international returns, contact us for instructions before arranging tracked postage.

Where an item has a confirmed fault, we reimburse reasonable return postage in accordance with your consumer rights. Please retain your postage receipt.

Faulty items and consumer guarantees

If your item has a confirmed manufacturing fault, you are eligible for a refund to your original payment method, including items bought on sale or using a discount code. Please email us with your order number, a description of the issue and photos where possible so we can arrange an assessment and return instructions.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure, you are entitled to choose a refund or replacement. For other failures, you may be entitled to a repair, replacement or refund in accordance with the law.

These rights apply to full-price, sale and discount-code purchases. The 14-day change-of-mind limit, credit-note-only condition and credit-note expiry do not restrict your statutory rights.

Garment care

Follow the care instructions on your garment label. Normal wear and tear and damage caused by misuse or incorrect care are not manufacturing faults. Nothing in this policy excludes your statutory rights.