SHIPPING - INTERNATIONAL

Returns & Exchanges

We want you to love your purchase. If something isn’t quite right, you may be eligible to return your item for store credit.

Refunds Policy

We do not offer refunds for change of mind. This includes issues related to size, style, colour, or fit.

Instead, we provide store credit once we receive and approve your return.

Return Timeframes

• Australia: Returns must be received within 14 days of receiving your parcel.
• International Orders: Returns must be received within 28 days of receiving your parcel.

International orders applies to orders shipped to:

United States, United Kingdom, Canada, New Zealand, United Arab Emirates, Austria, Belgium, Bahrain, Switzerland, Germany, Denmark, Spain, Finland, France, Greece, Hong Kong, Ireland, Italy, Japan, South Korea, Kuwait, Netherlands, Norway, Oman, Poland, Portugal, Saudi Arabia, Sweden, Singapore, and Taiwan.

Return Conditions

To be eligible for return:

• Items must be in original condition, unworn, and with tags attached
• Include the Returns Slip found on the back of your Thank You card
• Include your order name, number, or email inside the parcel for reference
• Please make sure your parcel is sent back with tracking . This way the parcel can be tracked on its journey to our Return Address.

Faulty or Damaged Items

At Arabella and Rose, every garment undergoes a strict multi point quality inspection and is photographed/logged prior to dispatch to ensure it is sent in brand-new, tagged condition.

If you believe you have received a faulty item, you must contact us within 24 hours of delivery. Claims made after this window or after an event date has passed will not be accepted.

Requirements for a Faulty Claim:

• Timeframe: Contact must be made within 24 hours of the "Delivered" timestamp.
• Evidence: You must provide clear, high-resolution photos and video of the issue, including a photo of the attached shop tags and the original packaging.
• Condition: Items must be unworn, unwashed, and in their original state. Items that have been worn, smelled of perfume/laundry detergent, or show signs of tampering (e.g., manual markings or pulled seams) will be denied a refund and returned to the sender at their expense.

The Inspection Process: Once reported, the item must be returned to our Gold Coast, Australia warehouse for a technical inspection. We cross reference all claims against our internal dispatch logs. If a manufacturing fault is confirmed, we will provide a replacement or alternative solution. To initiate a formal investigation, the item must be returned to our warehouse at the customer’s expense for a technical inspection. If the item is deemed a genuine manufacturing fault upon arrival, your return shipping costs will be fully reimbursed, and a replacement or refund will be processed.

Note: Minor colour variations due to screen settings or "change of mind" regarding fabric do not constitute a manufacturing fault.

Faults & Minor Variations Policy

At Arabella and Rose, we take great pride in the quality of our designs. Many of our garments feature delicate, hand finished details and specialty fabrics that require careful handling.

1.Minor Variations

A minor variation is defined as a small inconsistency that does not affect the overall appearance, structural integrity, or intended use of the garment.

We do not offer full refunds for minor variations that are not visible when the dress is worn or do not impact the garment's functionality.

2. Manufacturing Variations

A manufacturing fault is a significant defect that makes the garment unwearable or fundamentally different from its description.

Reporting Window: All claims for faults must be submitted within 24 hours of delivery.

Inspection: All claims must undergo a physical inspection by our Quality Control team at our Gold Coast warehouse.

Please see our Main Faulty and Damaged Item Policy on our website for full details on the return and inspection process

3. Exclusions

Please note that general wear and tear, damage caused by improper washing, or fabric snags caused by handling/trying on are not considered manufacturing faults.

Missing Items & Shipment Discrepancies

At Arabella and Rose, we maintain a rigorous fulfillment process to ensure every order is accurate. Each parcel is individually weighed, photographed, and logged at our Gold Coast , Australia warehouse during the final sealing process.

If you believe an item is missing from your delivery, you must contact us within 24 hours of the "Delivered" timestamp.

Our Verification Process: Upon receiving a report of a missing item, we initiate a formal investigation:

• Internal Audit: We cross-reference your order against our internal digital weight logs and packing imagery.
• Courier Investigation: We verify the "Cubic Weight" and "Dead Weight" recorded by our shipping partners (DHL Express, Australia Post, or Aramex) at the time of pickup and at each sorting facility.

Please Note: If the recorded weight at the point of dispatch and the courier's transit logs match the contents of your full order, a claim for a missing item will be denied. Any attempt to provide fraudulent information regarding missing items will be flagged.

To assist with an investigation, please retain all original packaging and provide a photo of the parcel as it arrived.