FAQ
Can you add items or make changes to your order once processed?
If you reach out before your order has been dispatched, we’re happy to help! Our team will do their best to add extra items or make changes. Once your order has left our premises, we’re unable to make any changes and a second order will need to be placed.
What happens if my order is sent incorrectly?
If we’ve made a mistake, we’ll fix it quickly. Please contact us as soon as possible so we can arrange a return label and send out the correct items, at no cost to you.
Do you offer refunds on returns?
Absolutely. We understand how tricky it can be to shop for children’s clothing online, so we keep our returns policy as flexible as possible.
- Change of mind? You’re welcome to return your order for a refund (excluding shipping). You’ll just need to cover the return postage and get in touch within 14 days of receiving your parcel.
- Sale items can’t be refunded but are eligible for exchange
- Seconds/Samples: Not eligible for return or refund.
What happens if an item is faulty?
On the rare occasion something is missed during quality control please get in touch straight away with a photograph of the fault. Our team will offer the following options for you to chose: 1. A partial refund to reflect the fault 2. A full refund 3. A replacement. October Rose will cover the cost of shipping in this scenario.
Do you ship from Australia?
Yes! All orders are packed and shipped from our warehouse in Australia. We are an Australian owned brand. Every piece is designed exclusively by October Rose and ethically made in small batches by a trusted overseas manufacturer we’ve worked with for many years. We do not Dropship, and we never buy our dresses from catalogues; every style is created with love, just for our brand.
Do you ship internationally?
Yes, we do! We always recommend ordering early for your event if requiring international shipping. If you do require express shipping for international orders, please get in touch and we will provide you with an express shipping quote.
How do I get in contact?
Send an email to ellie@octoberrose.com.au