Wow! Time to take a few deep breaths. We are here to stand with you #togetherapart
We don't know about all of you but it feels like our entire world was turned upside down in a matter of days. We know a lot of our amazing couples have had to frantically postpone their weddings during this stressful time and we just wanted to say we are thinking of you, we are here to help and we want to say a huge thank you to you all for your continued support.
IT MEANS SO MUCH!
We thought it would be helpful to provide answers to your questions in one place, particularly for those of you who have cancelled or postponed your wedding and are feeling particularly stressed or anxious.
As a team, we’re taking a moment to take extra care of ourselves, our loved ones and our families. Our support team are working hard—remotely—to ensure that it’s business as usual, and that Covid-19 will not affect our ability to support and help you each day. Our studio and dispatch team are still busy working Monday to Friday however we are taking additional measures including split shifts, additional cleaning and of course maintaining social distancing within the workplace. We are here for you now, our LR Fam, just as we have been from day one since we started Le Rose five years ago.
THERE'S A CHANCE THE WEDDING WILL BE CANCELED/POSTPONED. WHAT'S YOUR RETURN POLICY?
We typically have a 14 days return policy for all orders. However, we completely understand that there's a lot of uncertainty around your wedding date right now, and we want you to feel as comfortable as possible. For all orders that were placed after March 20, 2020 we will work with you to allow extensions to our standard policy. If you need to request an extension on a return please reach out to our support team firstname.lastname@example.org Unfortunately we are unable to accept returns on personalised items.
ARE THERE ANY SHIPPING DELAYS DUE TO CORONAVIRUS?
Not at this time. Most of our products are in stock and ready to ship from our warehouse in Sydney, Australia. With standard shipping your order will generally be delivered in 10 business days or less. We send all domestic orders within Australia via Australia Post and all international orders are sent via DHL Express. In the event we are notified that our courier company’s are experiencing delays we will be sure to reach out to keep you up to date. Both Australia Post and DHL drivers are practising contactless deliveries to ensure social distancing guidelines are followed.
If you have purchased an embroidered item the additional 7-10 business day turnaround times do still apply, there are no extra delays on personalised items.
If you purchase an item that is on pre-order, your order will ship in the timeframe listed on the product page. In the event that there are further delays due to COVID-19, we will notify you immediately.
In the event that our studio and warehouse is affected and we are unable to personalise and ship your orders, we will be sure to let everyone know as quickly as possible.
I’M MISSING MY BEST FRIENDS BIRTHDAY AND WANT TO GIFT HER A PAIR OF YOUR PJ’S. DO YOU HAVE A PRIORITY OPTION AND WILL THE PACKAGE INCLUDE PRICING DETAILS?
We believe that during this time giving a gift and showing your loved ones that even though you can’t be close physically you are still thinking of them will mean so much. We are here to help! If you need a rush order we have an express/priority option at checkout (which will also rush your personalised order). Our packages don’t include any pricing information, if you would like us to include a gift message please add your message in your notes. Rest assured that our couriers are also practising contactless deliveries.
HAS IT IMPACTED YOUR STOCK LEVELS?
Not at this time as we have stock ready to personalise and package in our Sydney warehouse. We are still replenishing stock that is out of stock in certain colours and sizes. If you are interested in an item that is out of stock please reach out to our support team as there is a good chance we will be restocking.
WHERE ARE YOUR SLEEP WEAR AND ROBES MADE?
Our collection, including all laces, fabrics and trims is designed by us in Sydney. It is manufactured by our production partner in China, shipped to us in Sydney and we then personalise and gift wrap each item and send out to you.
I ORDERED ITEMS FROM YOU AND PERSONALISED WITH MY WEDDING DATE BUT MY DATE HAS NOW CHANGED. HELP!
We are so sorry to hear that you had to move your date and can’t imagine the level of stress you are feeling and the emotional and financial impact this is having on yourself, partner and families. We understand there is still a lot of uncertainty on this situation regarding restrictions around gatherings and in turn weddings and we can definitely empathise. Unfortunately due to the delicate nature of our satin fabric we are unable to unpick and redo the personalisation. We are offering some different options to our brides that have had to change their date. Please reach out to our team on email@example.com and they will be sure to help.
WHO CAN I CONTACT WITH QUESTIONS ABOUT MY ORDER?
Our Customer Care team is available to help via email firstname.lastname@example.org You can also reach out through messaging via Facebook, Instagram and our Live Chat on our websites.