RETURNS INFORMATION

RETURNS POLICY

We hope you love your new Mombasa Rose purchase, however we do know that sometimes not every style will suit every body. If you want to know what your returns options are just check out our returns policies below.


Full priced items: Returned within 21days of delivery and meeting all returns conditions will receive a credit note. Please note we do not offer exchanges. 

Full priced items purchased with a discount code: Returned within 21days of delivery and meeting all returns conditions will receive a credit note for the value paid. Please note we do not offer exchanges. 

Final Sale items: We do not accept change of mind, dislike or incorrect size choice returns on Final Sale styles unless required by ACL.

Earrings: Please note, we cannot offer change of mind/dislike returns for earrings due to Australian health regulations

We do not provide refunds or exchanges in circumstances of change of mind, incorrect size purchased, dislike of fit and/or style of the item.
 

RETURN INSTRUCTIONS

1. Check that your item/s are eligible for return and still in the same condition as sold (tags attached, unworn, in original packaging).
2. Complete the returns form included with your order or contact us if you need a form emailed to you.
3. Include your completed return form with the item/s for return in your return parcel to the following address within 21 days of delivery.

MOMBASA ROSE
PO BOX 2070
Toowong
Brisbane QLD
4066 Australia

Customers are responsible for return postage costs. We recommend opting for a trackable delivery method so you are covered in case the returned item is lost or damaged during transit. Mombasa Rose will not be held responsible for damaged or lost return items.

Once we have received your return we will inspect the item/s and issue your credit note in the form of a gift voucher to the email address provided with your order.
Returned items that have been worn, washed, damaged or altered from their original state (i.e. tags removed, perfumed) will not be accepted and will be returned to the customer.

 

 

RETURNS TERMS & CONDITIONS

CONDITION OF RETURNED GOODS

Any item you would like to return must be returned to us in original condition.

This means the garment must be unworn, unwashed, unused. Free from makeup, deodorant, perfume or any other stains or odours. It must still have all original tags attached and be folded neatly into the original cellophane packet.

If the returned item does not meet these conditions, your item will not be accepted and will instead be returned to you at an additional charge. 

FAULTY ITEMS

Whilst faults are very rare, if you believe your product is damaged or faulty upon its arrival please send a photo and description of the fault along with the order number to contact@mombasarose.com.au within a reasonable time frame.

If your item is deemed faulty our team will provide you with a replacement should one be available.

If a replacement is not available you will be issued with a refund via the original method of payment used (this includes credit note and gift voucher purchases).

Please note, we will need to receive the faulty garment back before sending out a replacement – our team can arrange a return label for you via email.

RETURNED TO SENDER

If you were not able to collect your parcel or if you provide an incorrect address and the parcel is returned to us, you will be issued with a credit note for the item/s and a $15.00 Return to Sender (RTS) fee will be deducted from your credit note.

This is to cover the cost charged to us by Australia Post for your parcels processing andreturn. 

AFTERPAY & PAYPAL 4 PAY RETURNS

When an order is placed with any form of credit (AfterPay, PayPal Pay in 4, Credit Card) we are paid by the credit provider in full at the time the order is placed.

It is then the customers responsibility as per their contract with their credit provider to make repayments.

Your remaining repayments will continue to be deducted at the contracted intervals until you have completely repaid for the transaction.

In accordance with our returns policy, eligible returned items are issued with online credit not refunds.

This policy is the same for all payment methods, so it is important to continue making your contracted repayments to avoid late fees.

EXCHANGES

We do not provide exchanges in circumstances of change of mind, incorrect size purchased, dislike of fit and/or style of the item.

RETURNS PURCHASED WITH DISCOUNT CODE

Full priced items purchased during a sale or promotion with a discount code can be returned within our standard terms & conditions.

Please note you will only be issued with a credit note for the amount you paid for the item.

We do not offer exchanges.