Shipping and Returns
If you have purchased an item without any custom embroidery or an items that is not custom made to your measurements you are welcome to a store credit or exchange, we do not offer refunds.
We will approve an exchange or refund if we deem items to be faulty, but not if the damage is caused by the client. Items must not be worn, altered, washed and be free of any make-up, stains, spray tan residue, pet hair or dirt marks.
To exchange your non-custom and non-embroidery item, please email firstname.lastname@example.org or WhatsApp us 082 779 8840. Please note that all exchanges must be returned to Mrs Rose within 7 working days from receiving your order.
In the event of an item that an exchange needs to be done, the customer is liable for the arrangement of the courier to return the item for exchange and will be liable for the courier costs to receive the new garment.
If you have ordered a custom dress made to your measurements, your order cannot be cancelled. Please refer to Pre-order terms and conditions.
If we accidentally deliver the wrong product to you (or if a purchase is missing any items), please notify us (email@example.com) and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 7 days of the return. The refund will always be paid using the same payment means you used to pay for your purchase.
Local Shipping within South Africa is charged at a flat rate of R99. Our products are shipped from Johannesburg and delivery times may vary depending on location.
Delivery lead time is 1-3 working days, with the exception of outlying areas which may go up to 5 working days. During sale periods, dispatch times may increase, and shipping transit may take up to 4 working days.
At Mrs Rose, we make use of The Courier Guy or Aramex to ship all our packages. They are one of the most recognized and well-known courier services in South Africa and they offer a great service.
You will receive an email as soon as your order has been shipped. The email will include a tracking number and link to where you can track your order.
You will receive a code to give to the courier on arrival, please make sure that when making your purchase, you provide either a work address or an address where there will be somebody to receive the parcel between working hours. We can ship to any physical address but unfortunately, we do not ship to PO Boxes.
If you live on a farm, please provide your closest PostNet address to which we can send your package.
Please make sure that the shipping address provided is correct. We will not be held responsible for parcels going missing because we have not received the correct address.