Cancellation policy

Pre-orders

Pre-order items are one-off purchases. The estimated dispatch timeframe is shown on the product page. For cancellation enquiries before dispatch, email rosethelabelhq@gmail.com with your order number.

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 request your return 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.

How to request a return

Email rosethelabelhq@gmail.com with your order number and the item you wish to return. Please email us before sending any item back. For refunds, credit notes or exchange enquiries, use the same email address. We will provide return instructions and aim to respond within 1–3 business days.

Return postage

Customers pay return postage for change-of-mind returns. We recommend a tracked service. Where an item has a confirmed fault, we reimburse reasonable return postage in accordance with your consumer rights.

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.