FAQs
FREQUENTLY ASKED QUESTIONS:
If you have any questions in regards to an item or any issues with purchases on the online store, purchases in store and overall customer service please do not hesitate to email Nichaela or Jan at info@radnrose.com. Customer satisfaction is a big deal for us and we welcome all feedback.
AFTERPAY
Can only be used for purchases $75 and over. Any returns or credits that have been purchased online using Afterpay will need to be done online and not in store. Please contact us at sales@radnrose.com if there are any issues.
ONLINE GIFT CARDS
Can ONLY be used ONLINE and not within our store. Please contact us at sales@radnrose.com to organise an instore purchase before coming in store.
IN STORE CREDIT NOTES OR GIFT VOUCHERS
Can ONLY be used IN STORE and not on our online store. Please contact us at sales@radnrose.com if this is an issue as we will do our best to help.
ONLINE ITEMS
If you come across an item that you like on our online shop, you are welcome to come in store to try it on. If you don’t see your item on the shop floor, please ask our friendly staff member for help as not all items will be available to look at on the shop floor.
WHEN SHOULD I EXPECT TO SEE MY ORDER?
We use Australia Post Express on all Australian orders. Once you receive a dispatch notification your parcel should arrive within 3-5 business days. Please note: Due to COVID19, Australia Post is experiencing significant delays in delivery and cannot guarantee these delivery times.
SOMETHING IS WRONG WITH MY ORDER WHAT SHOULD I DO?
Customer satisfaction is high on our to do list, please email us at sales@radnrose.com as soon as possible. Please note we don’t offer refunds for change of mind, incorrect size or wrong decision. Please refer to our Returns Policy.
AM I ABLE TO EXCHANGE ITEMS IN ONE OF YOUR STORES?
Yes, if you purchased an item using a debit/credit card, gift voucher or credit note you can pop into one of our stores to complete your exchange. Please have your receipt or order confirmation with you.
WHAT IS OUR RETURN POLICY?
Please refer to our Returns Policy page for more information.
CAN I EXCHANGE MY GARMENT FOR A DIFFERENT SIZE?
If you would like to exchange an online purchase for another size we suggest you re-purchase the garment you want online and then send back the unwanted garment for a refund. A refund for the item/s only (not postage) will only be processed on confirmation of the new order and the item will not be sent until the original item is returned. Please contact us at sales@radnrose.com once this has been done. Please read our Returns Policy. You are welcome to exchange IN STORE within 14 days for online purchases (For online purchases addressed to an address in Kalgoorlie or surrounding suburbs, store policy will be applied for returns/credits and has to be done within 7 days) and 7 days for instore purchases. Please bring your receipt or order confirmation with you.
WHAT IS THE DIFFERENCE BETWEEN OUR ONLINE RETURN POLICY & OUR IN STORE RETURN POLICY?
We have allowed 14 days for online purchases due to the time it takes to post the item back (For online purchases addressed to an address in Kalgoorlie or surrounding suburbs, store policy will be applied for returns/credits and has to be done within 7 days). You have 7 days in regards to an instore purchase.
CANCELLATION POLICY
Once an order has been placed and your order begins to process and you are unable to cancel that order or make further changes. If you make a mistake with your address please contact us (via email) at sales@radnrose.com and we will endeavor to ensure the correction is made.
If you wish to change the items purchased you will have to wait until receiving the goods when you can then complete a return as per the instructions outlined in “Returns Policy”.
We may cancel a purchase if the item/s is not available for any reason. We will notify you if this is the case and return any payment that you have made. We will refund any money received, using the same method originally used by you to pay for the item/s.