MISS ROSIER CLIENT SERVICES
Returns &
Exchanges
We understand that a piece may not always be quite right. This guide explains how to request a return or exchange, what conditions apply and what to expect after your parcel is sent back.
OUR PROCESS
Four steps to make a return
Keep your order number and return tracking receipt until the request is complete.
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01
REQUEST
Contact us within 7 days
Email hello@missrosier.com within seven calendar days after you receive all items in your order.
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02
DETAILS
Send your return details
Include your order number, the item or items involved, and whether you are requesting a return or exchange. Only one return request may be submitted per order.
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03
AUTHORISATION
Wait for return approval
We aim to reply within 48 business hours with eligibility guidance and the authorized return address. Do not use the address printed on the original shipping label.
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04
SEND
Ship within 3 days
After receiving the authorized address, send the parcel within three days using a tracked service. Package the items securely and retain proof of postage.
RETURN CONDITIONS
What is eligible?
Every returned item is inspected before a return or exchange is approved.
Eligible items
- The request is submitted within seven calendar days after all items are delivered.
- The item is unworn, unused, unwashed, unaltered and in its original condition.
- All original tags, labels and packaging remain intact.
- The item is not marked Final Sale, custom-made or otherwise non-returnable.
- The parcel is sent to the authorised address within the stated timeframe.
Returns we cannot accept
- Items showing wear, washing, alteration, damage or signs of use.
- Items returned without their original tags, labels or packaging.
- Unauthorised parcels or parcels sent to an address not supplied by our team.
- Final Sale, custom-made and wholesale items.
- Returns received outside the applicable request or shipping window.
QUALITY CONCERNS
Something arrived damaged or incorrect?
Contact us promptly with your order number and clear photographs before wearing or altering the item. Minor finishing details, such as a loose thread or a small removable surface mark, may not by themselves constitute a manufacturing defect. This does not limit any rights you may have for genuinely faulty goods under applicable consumer law.
AFTER WE RECEIVE YOUR PARCEL
Refunds & exchanges
All outcomes are subject to inspection and approval.
Return credit
Approved returns are refunded as a Miss Rosier e-gift card rather than to the original payment method. The original outbound shipping charge, including expedited shipping, is non-refundable.
A USD $6 restocking fee applies to each returned item.
Exchanges
Eligible items may be exchanged while stock is available. The item must satisfy the same return conditions and be received and approved before the replacement can be arranged.
Availability cannot be guaranteed while a return is in transit.
Return postage
Customers are responsible for arranging and paying return postage unless our team confirms that the item is faulty or incorrect and provides different instructions.
Use a tracked service; we can only process parcels we receive.
Processing time
International return transit may take approximately two to three weeks. After the parcel reaches the return facility, inspection and processing may require up to a further two to three weeks.
We will email you when the return has been received and completed.
BEFORE DISPATCH
Order changes & cancellations
Please review all order details carefully before completing checkout.
ADDRESS OR CONTACT CHANGES
Contact us within 12 hours
Email us within 12 hours of placing the order if you need to update your delivery address or contact details. Changes are only possible while the order remains unprocessed and unshipped.
If our team asks for clarification and does not receive your reply within 48 hours, we may ship the order using the original details to avoid further delay.
CANCELLATION REQUESTS
Contact us within 2 hours
Cancellation may be possible when requested within two hours of purchase, provided processing has not begun. A processing fee equal to 5% of the total order value applies to an approved cancellation.
Once fulfilment has started, we cannot guarantee that an order can be changed or cancelled.
SPECIAL CONDITIONS
Final Sale, custom & wholesale orders
Check the product page and order type before purchasing.
Products clearly marked Final Sale are not eligible for return, exchange, refund or store credit.
Items made or altered specifically for a customer are non-returnable and non-refundable, except where required by applicable law.
Wholesale purchases are final and are not eligible for retail returns or exchanges. We recommend purchasing sample pieces at retail price before placing a larger wholesale order.
STILL NEED HELP?
Our Client Services team is here.
Include your order number in every message so we can assist you more efficiently. We aim to respond within 48 business hours.