Shipping, Returns & FAQ’s

Please allow 1 – 2 business days for your order to be processed.

If you require your parcel to arrive urgently or by a certain date please select EXPRESS POST on the checkout page. If you require further assistance please email us at contact@arabellaandrose.com.au

Once an order is placed items CAN NOT be added to the same order afterwards. A separate order will need to be placed.

SHIPPING WITHIN AUSTRALIA

COURIERS

  • ARAMEX (Fastway)
  • AUSTRALIA POST
PLEASE NOTE: Our post service is a no signature delivery service. Parcels will be left if no one is home. Note our DISCLAIMER at checkout and add a suitable area for your parcel to be left if you will not be home to receive it.

DISCLAIMER: If your address is not entered correctly at checkout, Arabella and Rose will NOT be held responsible for missing parcels. If parcels become return to sender (RTS), you will be charged again to re-ship your parcel.

 

SHIPPING COSTS – AUSTRALIA ONLY

  • FREE STANDARD SHIPPING when you spend over $150AUD
  • Orders under $150AUD are a flat rate charge of $10AUD
  • Express Shipping is a flat rate charge of $15AUD
  • Express Shipping for orders over $150AUD is a flat rate charge of $10AUD

 

SHIPPING TIMEFRAMES – AUSTRALIA ONLY

  • STANDARD SHIPPING: 3 – 8 business days approx* (WA, NT, SA  can have extended Regular Post shipping time frames)
  • EXPRESS SHIPPING: 1 – 4 business days approx*
  • RURAL AREAS: if you are in a rural area please allow an additional 2-3 days on top of the shipping method you have selected*

*All shipping method timeframes are APPROXIMATE. Your parcel may arrive earlier or later than expected. Please note if you order is delivered out of approx. delivery time frame refunds will not be given on shipping. If you have not received your parcel by the last expected delivery date please email us at contact@arabellaandrose.com.au 


SHIPPING – INTERNATIONAL

INTERNATIONAL COURIER

DHL Express INTERNATIONAL

PLEASE NOTE:  DHL Express  post service is a no signature delivery service.

EXPRESS DHL SHIPPING COSTS – INTERNATIONAL

COUNTRIES: 

ALL Countries below are a flat rate charge of $20 AUD DHL Express  Approx 2- 4 Days*

New Zealand

*DHL allow up to 8 business days for regional delays and unforeseen deliveries issues to above countries

 

ALL Countries below are a flat rate charge of $28AUD VIA DHL International Express Approx 3-4 days*

USA, , UK, Canada, Singapore, UAE, Hong Kong, Japan, South Korea

*DHL allow up to 8 business days for regional delays and unforeseen deliveries issues to above countries

 

ALL Countries below are a flat rate charge of $28AUD VIA DHL International Express Approx 3-4 days*

Europe

*DHL allow up to 8 business days for regional delays and unforeseen deliveries issues to above countries

  • *All shipping method timeframes are APPROXIMATE. Your parcel may arrive earlier or later than expected. Please note if you order is delivered out of approx. delivery time frame refunds will not be given on shipping. If you have not received your parcel by the last expected delivery date please email us at contact@arabellaandrose.com.au

 

ALL Countries below are a flat rate charge $50 VIA DHL International Express Approx 4-10 days*

Bahrain, Israel, Kuwait, Oman, Qatar, Saudi Arabia

*DHL allow up to 14 business days for regional delays and unforeseen deliveries issues to above countries

 

 

Effective 15th June onwards please see below 

Countries Below Duties/GST/Taxes paid at checkout, nothing extra to pay at customs. VAT is now charged at checkout prior we pass this onto your government via DHL Express when purchasing from Australia.

All of Europe, UK, Canada, Saudi Arabia, UAE. Japan, South Korea, Singapore, Qatar, Bahrain, Oman, Israel, Kuwait, Saudi  Arabia,

If you have any issues please reach out to us at EMAIL : contact@arabellaandrose.com.au

If shipped via EMS International once the parcel reaches your country it will be handled by your main local post service using the same AUSTRALIA POST tracking number. EMS will be left if no one is home. Note our DISCLAIMER at checkout and add a suitable area for your parcel to be left if you will not be home to receive it. DHL can not deliver to PO Boxes . Please Note : If you use a PO Box number it will not ship via DHL Express it will go via EMS Express International . Dhl Express does not ship to PO BOXES.

DISCLAIMER: If your address is not entered correctly at checkout, Arabella and Rose will NOT be held responsible for missing parcels. If parcels become return to sender (RTS), you will be charged again to re-ship your parcel. If parcels are refused on delivery and sent back to us shipping will not be refunded .

PLEASE NOTE: Our delivery partners may experience slight delays as a result of ongoing COVID-19 impacts. This includes Standard & Express Shipping methods. Orders will NOT be refunded while in transit for change of mind purposes.

*These approx time frames are subject to change at any time due to the ongoing delivery issues and shortages of planes.

The couriers continue to make every effort to ensure safe & fast delivery whilst adhering to COVID-safe guidelines. We recommend monitoring your tracking for details on delivery progress or visiting the courier’s website for further information.
Please contact us at contact@arabellaandrose.com.au for any further assistance.

 

PLEASE NOTE INTERNATIONAL ORDERS placed prior to June 25th these details still apply: We are not responsible for any duties or Taxes/VAT once the parcel reaches your country. Please check your applicable government agency if your country is subject to Duties and VAT charges prior to placing your order . If Duties and taxes are not paid and refused . DHL will destroy your parcel. Parcels will not be refunded if you choose to refuse to not pay the duties and taxes .

PAYMENT INFORMATION

PAYPAL– Australia and International
CREDIT/DEBIT CARD – Australia and International
AFTERPAY – Currently only available in Australia, NZ, USA, Canada & UK

 

 

RETURNS INFORMATION

Please notify us within 24 – 48 hours of receiving your parcel if the item is faulty so we can organise a replacement for you. Please send clear images of the fault.

When your order is packed and processed in the warehouse, the weight of your order is recorded allowing us to determine if any items are missing from your parcel.

PLEASE NOTE: WE DO NOT OFFER REFUNDS. Refunds will not be given for change of mind. We will issue store credit once we receive your returned parcel. Please see our FAQ (Frequently Asked Questions) section for instructions on returns and exchanges.

 

 

FAQ 

1. Sizing 

All product size charts are within the product photo gallery on each product page. Please refer to these size charts for approximate measurements. All items are Approx Australian sizing.

PLEASE NOTE: Size charts are all approximate measurements ONLY. Measurements will sometimes vary from the size guide listed on the website. Size charts are helpful guides only and do not deem the products faulty or incorrectly sized if measurements slightly vary.

If you require any further assistance in regards to sizing, please fill out the below questions in CENTIMETRES and email them to contact@arabellaandrose.com.au.

The item you are looking at: 
Full Height:
Full Chest Circumference:
The size the child usually wears:
Childs Age: 
Shoulder to knee length:
Shoulder to ankle length:

Please Note any advice we give in regards to size is a guide compared to our models measurements we have on file. This does not take into account girls build and fit on each individual child. Advice is Approx. only and you can also change sizes if you need too.

 

 

2. What are my payment options? 

PAYPAL– Australia and International

CREDIT/DEBIT CARD – Australia and International

AFTERPAY – Currently only available in Australia, NZ , UK, Canada & the USA

 

3. How do I return my item? 

  • If you would like to return an item(s), we will issue you a store credit upon arrival of your return parcel. Unfortunately, we DO NOT offer refunds for change of mind (including size, colour, style etc.). 
  • Your item(s) MUST be returned within 2 weeks of receiving your parcel in Australia, and 4 weeks for International orders. 
  • Item(s) MUST be returned in original condition, unworn and tags attached.
Please see below instructions on how to return a parcel: 
  1. Fill out/ complete the Returns Slip on the back of the Thankyou Card included in your parcel. Please provide your order name, order email or order number in your parcel for our reference. 
  2. Return shipping costs will be covered by the customer. We DO NOT provide return labels. The return address is located on the back of your Return/ Thankyou Card in your parcel.
    WE RECOMMEND KEEPING YOUR TRACKING NUMBER PROVIDED BY YOUR POST OFFICE ONCE YOU POST THE ITEM BACK TO US.
  3. Once we receive your returned item(s) a store credit will be issued. Please allow 1-2 business days for a store credit to be processed once we have received your return parcel.  
  4. We recommend using your store credit to repurchase. Unfortunately, we DO NOT hold any sizes or items due to our fast stock turnover.

If the item is faulty upon arrival please notify us within 48 hours of receiving your parcel so we can organise a replacement for you. Please send clear images of the faulty item to contact@arabellaandrose.com.au 

4. My package was delivered but I haven’t received my order?

If no one is home at the time of delivery, your package will be left in a safe location at your shipping address. Be sure to check around the front of your home, letterbox,  especially behind bins/pot plants/fences and under doormats. We also recommend checking with other members of your home,  building management or neighbours who may have collected it for you. We are not responsible for lost or stolen packages or packages delayed in transit. Please email customer service if you would like some assistance with locating a parcel, we can lodge an enquiry with the applicable courier .

5. How do I cancel my order? 

Once an order is placed it can not be refunded or cancelled. 

Please Note that a restocking/merchant fee will apply if a Cancellation or a Refund has been agreed to by Arabella And Rose. Shipping charges will not be refunded for orders that have already been shipped and Returned To Sender.

PLEASE NOTE Oversells : Sometimes once your order is placed and packed by our warehouse team we may have an issue with an oversell. When there is an inventory error we will email you and let you know we don’t have enough stock of the size in item you have ordered . Unfortunately this can happen sometimes and especially through sale periods when multiple people are buying at once.

 

6. I have placed an order but I want to add to it. 

Once an order is placed, items can not be added afterwards. A separate order will need to be placed. Please note we ship our orders out quickly and promptly.

 

7. Why can’t I purchase an item with a sale price and/or multiple coupon codes?

Please note sale prices and discounts are only valid within the time frame we give for the sale period. We do not provide sale prices if you have purchased outside this time period.
Store credits can not be used in conjunction with other promotional codes. Only one code can be applied at checkout. Our codewords can not be used on our Sale Album. Our Sale Album is already marked down and can not be used on top of these items.

 

8. My item(s) is not the colour I was expecting. 

Please note that we do our best to display the true colour of the garment, however, colours may vary slightly depending on your computer monitor/device and the lighting of images.  We do not consider this a fault if the colour is different.
Please contact us at contact@arabellaandrose.com.au prior to ordering if you need help with colours.



DISCLAIMER

Due to the small size of some embellishments on our items, please ensure that adult supervision is given at all times around young children and babies as small items may pose a choking hazard. All headwear needs to be worn under adult supervision on children and babies so as not to pose a suffocation or choking hazard whilst awake or asleep. Please remove all headwear and outfits that have straps or may pose a risk whilst sleeping .

If you have any further questions please email contact@arabellaandrose.com.au

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