Frequently asked questions

Payments

We accept secure credit card payments, including Visa, Mastercard and American Express.

Want to pay via PayPal? No need to create an account – just follow all of the prompts at the check out. Easy.

This is generally for one of two reasons:

- It’s a decision that your card holder makes due to your account balance, or;

- Due to incorrect information. Make sure that your card number, expiry date and CVC number are correct.

- Please ensure the billing address supplied is the same address that your credit card is registered to, as this is an extra level of security and your payment may be rejected if these details do not match.

Incredibly safe. See that padlock icon that appears in the address bar at the top of your screen? That means you’ve entered a safe and secure zone. We use Shopify as our ecommerce platform,  which comes with SSL encryption technology to protect your details at checkout.

Incredibly safe. See that padlock icon that appears in the address bar at the top of your screen? That means you’ve entered a safe and secure zone. We use Shopify as our ecommerce platform,  which comes with SSL encryption technology to protect your details at checkout.

Delivery

After your payment’s been received, we’ll dispatch your items to you within 3-7 business days via DHL. (Additional shipping times apply via DHL Express).

Left it to the last minute? We offer an express option at checkout which will ensure your order is prioritised and sent the same or next business day.

You will receive an email or text message from DHL once your order has been dispatched. All deliveries will be made as a 'safe drop' and do not require a signature. If you will not be home at the time of delivery please select the option that suits you best from the delivery options provided by DHL as we are unable to cover costs of a missing parcel if delivery has been made to the address provided.

Personalised items with embroidery require up to 14 days to dispatch. If you require personalised items urgently please get in touch with our team support@shoplerose.com to check current turnaround times.

We send our bridal robes all over the world using an international delivery service. Please allow between 4-8 business days for your order to be delivered. (this excludes the time it takes for us to pack and dispatch your order).

The time it takes for your order to arrive varies on your location.

If you’d like to track your order online, you will receive a notification upon dispatch with tracking details which can be tracked via dhl.com. If you are unable to locate the email please sign into your account or contact our support team support@shoplerose.com

We use Global-E as our cross border integration platform and if duties and taxes are applicable these will be calculated at checkout depending on your location. We strongly recommend if the option is presented that you select to pre-pay your duties and taxes as this will ensure a smooth process and enable delivery to your door.

Packaging

We pride ourselves on our beautiful bespoke packaging and take the utmost care to make sure everything arrives in one piece. Best of all? It looks beautiful too.

All orders for individual bridal robes and sleep wear are packed with the utmost care too, using oh so soft white satin gift bags, with ribbon and gift card. These are then packed and delivered in postal sachets.

ORDER CHANGES/CANCELLATIONS

It is only possible to make a change to your order within 1 hour of placing it. Due to limitations with international processes regarding duties and taxes we are unable to make changes or cancel orders once they have processed through our system. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our customer care team (within 1 hour of order placement) at support@shoplerose.com with your change/cancellation request details included in the email. You must add CHANGE or CANCEL in the subject line. This will minimize the processing delay with your order due to the changes being made.

This also applies to personalized orders, please ensure you check all required personalization details prior to proceeding to checkout.

Returns and Exchanges

It happens, and we’re happy to help you choose the perfect size. If you’ve ordered the wrong size, let us know as soon as you can. We require returns within 14 days of being received, and they must be returned in the packaging supplied and packed securely.

Please email support@shoplerose.com to obtain a return authorisation.

*Any customised, printed or embroidered items including sashes and robes are final and can not be returned or exchanged.

*All sale items purchased are final and cannot be returned for change of mind.

*Intimate items including bodysuits and briefs can not be returned or exchanged

You will receive an email or text message from DHL once your order has been dispatched. All deliveries will be made as a 'safe drop' and do not require a signature. If you will not be home at the time of delivery please select the option that suits you best from the delivery options provided by DHL as we are unable to cover costs of a missing parcel if delivery has been made to the address provided.

We’re happy to replace your damaged order with a robe or sleep set in perfect condition. Email support@shoplerose.com to organise.

When placing your order don't forget to double check all shipping address details are correct and up to date. We are unable to make changes to orders once you have placed your order.

We are happy to refund full priced items provided your items are returned in their original packaging within 14 days, folded neatly and unworn.

Marked down sale items (this excludes our Spend and Save promotion) are final sale and can only be returned for a credit note.

Our items are delicate so please choose wisely, and if you need a hand deciding, we’re only too happy to help.

We understand that you need your items in a timely manner. We’ll refund any sales that don’t reach you in time that are on a pre-order basis.

We do not offer free returns but can provide a prepaid return shipping label. Please get in touch with our support team support@shoplerose.com