Returns & Refunds
You have 14 days from the date of delivery to lodge and return your order.
Returned items must be unworn, unused, and in their original condition with all tags attached and original packaging intact. Items must be neatly folded, free of makeup, tan and pet hair. Returns that do not meet these criteria will not be accepted.
- Full Price: Eligible for a full refund or store credit to the value of the purchase price.
- Personalised Items: Embroidered robes, sleepwear slippers and bags, sashes, and hampers are not eligible for a return.
- Sale Items: Eligible for a refund or store credit.
- Spend & Save: Eligible for a full refund or store credit.
- Final Sale: Not eligible for refunds or store credits.
Email your return request to support@shoplerose.com and allow 1-2 business days for our response. This response time does not count towards the 14-day period.
- Return shipping costs are the responsibility of the customer.
- We recommend using a traceable service, as Le Rose Stories is not liable for lost returned parcels.
- Refunds will be issued to the original form of payment, such as a credit card, Afterpay/Klarna account, or credit note, minus any original shipping charges.
- If your purchase involved a combination of store credit and another payment method, the store credit will be applied to your refund first.
- Store credits are valid for 3 years from the date of issue.
Wrong size or changed your mind?
If you've ordered the wrong size or changed your mind, you can return items in their original packaging within 14 days of receipt. For assistance, contact support@shoplerose.com
Please note that custom items, including embroidered sashes and robes, as well as all sale and intimate items (like bodysuits and briefs), are final and cannot be returned or exchanged.
Damaged or Missing Items
- If your items arrive damaged, we offer replacements or refunds.
- Please choose an appropriate delivery option from DHL, as we cannot cover the cost for parcels that go missing after being delivered to your specified address.
- If the shipping company loses your item, we will cover the costs.
For issues with damaged or unreceived items, please email us support@shoplerose.com to resolve the matter.
Payments Accepted
How can I pay?
We accept secure credit card payments through Visa, Mastercard, and American Express. You can also pay via PayPal without needing to create an account—simply follow the prompts at checkout. Additionally, Klarna is now available for flexible payment options.
Why was my payment declined?
Your payment may be declined for a couple of reasons:
- It could be a decision made by your cardholder related to your account balance.
- You may have entered incorrect information. Ensure your card number, expiry date, and CVC are correct.
How secure is my payment method?
Your payment security is our top priority. Notice the padlock icon in the address bar? That indicates you're in a secure zone. We use Shopify, which features SSL encryption technology to safeguard your details at checkout.
What currency will I be charged in?
We operate two stores: one for the US and another for Australian residents. Your browser will automatically detect your location and adjust the currency on our website accordingly.
Shipping & Delivery
Global Shipping
We deliver worldwide. Allow 2-6 business days for international delivery, depending on your location and local postal speed.
For order tracking, contact us at support@shoplerose.com
Customs and Duties
Le Rose Stories displays all import duties, taxes, customs fees, and other charges at checkout. We guarantee no additional shipping costs, fees, or taxes will be added after your purchase!
When will I receive my order?
- Orders are dispatched within 3-7 business days via DHL after payment.
- Need it sooner? Choose our express & priority shipping for dispatch within 1-3 days. You’ll receive a notification from DHL once your order is on its way.
- Deliveries are made as a 'safe drop'—no signature required. If you’re not home, please arrange an alternative with DHL via the delivery options provided.
Personalised Items
Embroidered items take up to 14 days to dispatch. For urgent requests, contact our support team via Live Chat or email support@shoplerose.com for current processing times.
Contact Us
We're here to help! Please email us at support@shoplerose.com, and we'll get back to you within 1-2 business days.
Secure transactions
Transactions are handled with bank-grade security.
Simple checkout
Our secure checkout is quick and easy to use.
Get in touch
Have questions? Get in touch with us at any time.