Frequently Asked Questions
How can I get in contact?
Our office operates Monday to Friday from 9.30am to 4.30pm AEST (excluding public holidays).
You can call our customer care team during these hours on 0475 505 922 – we are not able to offer assistance via text messages.
Our email address is email@example.com. Please be sure to give as much information as possible to ensure the fastest response time.
You can also reach out to us in direct messages via Instagram and Facebook.
Can I cancel my order?
Once an order has been placed it can be hard for us to action a cancel request before our warehouse team processes your order.
You are welcome to reach out to us and request the cancellation of your order, however please understand that our warehouse team will often be processing orders before our customer care team can get to your email so we cannot guarantee that your request can be actioned.
The best way to ensure a speedy response time with this is to call our team during business hours on 0475 505 922, our office operates Monday to Friday from 9.30am to 4.30pm AEST (excluding public holidays).
Do you sell gift vouchers?
We do offer online gift vouchers. These are processed manually by our team during business hours.
If you would like to purchase an online gift voucher please email our team on firstname.lastname@example.org.
We will need to know the name of the person you are purchasing it for and the dollar amount you would like the gift voucher to be for.
From there we will issue a payment link/invoice via email to you for the value. Once this has been paid we will email you with the gift voucher so you can pass it on to the recipient at your chosen time.
Our gift vouchers are valid for 3 years.
What methods of payment do you accept?
We accept Visa, Mastercard, PayPal and AfterPay.
How do I use a promo code / credit note?
Enter your promo code or credit note code in the discounts box at the checkout.
Can I use a credit note and other payment method at the same time?
Of course! Simply enter your credit code/voucher code into the discounts box at checkout to apply your voucher first. You will be able to choose another payment method for the remaining value.
Will the item I want be restocked?
We are continually designing new styles and are not always able to restock items. If there is an item you are after please contact customer service at email@example.com.
Can you hold an item for me?
Due to the high-volume turnover of our stick, we regrettably cannot hold any items for our customers.
We do however aim to restock our best-selling styles where possible and you can sign up for restock notifications on the product page by selecting your sold-out size and following the prompts.
When will my order be dispatched/sent?
Orders are processed and shipped within 24-72 business hours of payment (if your order is placed Monday - Friday between 9:30am-4:30pm AEST).
Please note orders are not processed on weekends or public holidays.
How long until I receive my order?
All Australian orders are sent with Australia Post.
Standard Post parcels within Australia will generally take 4-12 business days from dispatch to arrive.
Australian orders sent via Express Post will take 24-72 hours to process. Orders will then normally arrive within 1-2 business days from dispatch to metro areas, but can take up to 4 business days.
We are not responsible for stolen packages or packages delayed in transit.
How much does shipping cost?
Standard shipping is free for all orders within Australia over $120.00, however orders under $120.00 will attract a flat rate fee of $7.00 for standard shipping.
We do offer express shipping for $10 which is also sent through Australia Post and will normally arrive within 1-2 business days from dispatch for metro areas. We allow 24-72 hours for processing.
Please note that Express Post can take up to 5 working days.
Do you ship internationally?
Yes, we ship worldwide! However, due to limited airfreight capacity, some countries may not be eligible for International Delivery. Please check in with our customer care team before placing your order if you are unsure.
What are customs fees?
All prices on Mombasa Rose are in Australian dollars.
For international customers, the prices quoted do not include your local sales taxes or import duties, which may be charged to your purchase upon entry to your country.
Please contact your local customs office for further information.
What is your returns policy?
It's important to all of us here at Mombasa Rose that you really love your purchase!
If you buy a product that you are unhappy with then we are able to offer you the following (as long as your purchase is returned to us in the the same condition 'as sold' within 21 days of you receiving your purchase):
· Full priced items: Credit note for you to purchase an alternative product online.
· Sale items: We do not accept returns on sale items unless required by ACL.
· Earrings: Please note we cannot offer change of mind 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.
Credit notes are issued to the value paid, including if your item was purchased during a promotional sale or using a discount code.
We do not offer returns for change of mind on FINAL SALE items.
This policy is in accordance with Australian consumer law.
I've lost my return form
Please email our customer care team for a new form on firstname.lastname@example.org.
I ordered during a promotion and want an exchange
Unfortunately we do not offer exchanges on purcahses ordered during a promotion. All eligible items are issued with online credit notes so please refer to the terms & conditions of the specific promotion.
This can be found in our customer care menu.
We can’t backdate promotional offers if a promotion has expired, however you will be able to use your credit note during new promotions and sales.
Please note, if you are issued with a credit note it will be for the value you have paid for your item/s.
What if my item is faulty?
Whilst we inspect each item that we send out to our customers to maintain a high level of quality in our products, should you receive an item with a manufacturing fault, we will happily replace or repair the garment.
Please note, in instances where we are unable to provide a repair or replacement you will always be refunded by the original method of payment used. If your purchase from our online store was made with a credit note or gift voucher then you will be refunded a credit note or gift voucher.
I've received the wrong item
Whilst it's rare that our team sends out the incorrect product, human errors do sometimes occur and we are truly sorry for any inconvenience.
Please send our customer care team an email with a photo of the incorrect item you were sent and your order number so that we can have this corrected for you.
Our email address is email@example.com and our office operates Monday to Friday from 9.30am to 4.30pm AEST (excluding public holidays).
I'm having technical issues with the website/checkout
We recommend first clearing your cache, refreshing your browser, and starting again. If this doesn't help, try a different browser or device. If your problem still persists please take a screenshot of the error message and email our team so that we can have our IT experts offer their advice. Our email address is firstname.lastname@example.org.
My return has been processed for the incorrect amount?
All returns are processed for credit to the total amount paid for the item/s after any discount codes or promotions were applied to the order.
We do not offer credit or refunds on shipping so this won't be included in your total value. Still not adding up?
Send us an email with your order number so that we can look into this further for you -email@example.com.
How do I care for my garment?
All of our products will note their basic care instructions within their listings and also on their care label (located in the inner seam of the garment).
Most of our designs are produced in natural fibre fabrics so it is safest to wash them by hand in cold water and line dry in the shade. We advise against soaking, machine washing or tumble drying.
Please reach out to our team if you cannot find the instructions for your garment and we can email you detailed care instructions. Our email address is firstname.lastname@example.org.
How do I care for my jewellery?
Some of our fine jewellery is precious and delicate so we strongly recommend reaching out to our team for care instructions if you are not familiar with the specific jewellery or stone type. Our email address is email@example.com.
The colour of the item is different to the colour on the website?
Whilst our team has gone to great lengths to display the colours of our garments as close as possible and all photos are taken outdoors in natural light, every screen will display colours differently so the actual shade of the product may vary from your screen.
Please note, a dislike of colour does not qualify you for a refund, however you are welcome to return full price stock for a credit note.
Why is my normal size a different fit?
Many of our garments are designed to be worn soft and loose as we want our customers to feel comfortable and relaxed in our designs.
We also produce our designs in a range of different fit types.
Each individual style will have its specific fit type noted in the ‘Fit Details’ of its listing information.
We definitely recommend referring to this and also our size guides when choosing your style and size.
Please also feel free to reach out to our team with your measurements for sizing assistance.
In the event that an item is incorrectly priced due to human error on our behalf, we will endeavour to rectify this as quickly as possible in any online advertising.
Unfortunately, if an item is priced incorrectly we are not able to provide the item at that price for any unshipped order. We will refund the customer as soon as we are made aware of the problem.
Can I visit your warehouse?
We are not currently able to offer visits or a click & collect service as our warehouse is not open to the public.
However, if you would like assistance with processing a return or you need sizing advice, our friendly customer care team can be reached Monday – Friday, 9.30am-4.30pm AEST (excluding public holidays) via phone, email and social media.
Do you have physical stores?
Unfortunately, we no longer have any physical stores.
However, should you like to get some personalised fit or styling advice please feel free to call our customer care team on 0475 505 922 Monday-Friday 9:30am - 4:30pm AEST (excluding public holidays).
Alternatively send us an email at firstname.lastname@example.org.
What are Final Sale items?
Final Sale items are styles which have been reduced to clear.
These items will have a discounted price and their listings will contain a 'Final Sale' note regarding the terms & conditions of sale.
We are not able to offer exchange, credit or return for change of mind, dislike or incorrect size choice on these items so please be sure to thoroughly read their listing information.
Final Sale does not refer to full price items which have been purchased during a promotional sale or with a discount code applied.
I paid with AfterPay and have processed a return
In accordance with our returns policy, eligible items for return are issued with an online credit note (not a refund).
This policy is the same for all payment methods (so it is important to continue making your contracted repayments to avoid late fees).
Your remaining repayments will continue to be deducted at the contracted intervals until you have completely repaid your credit provider.
How long will it take to process my return?
Please allow up to 7 business days from delivery of the return for us to complete its processing.
Your credit note will be emailed to you in the form of a gift voucher once we have processed your return.
Condition of returned goods:
- Item must be returned within 21 days (28 days for international orders)
- Any items returned after 21 days (28 days on international orders) will not be accepted.
- If an item was purchased using a discount code you will only be refunded the amount paid for the garment.
- We do not offer refunds for change of mind.
- The item must be returned in brand new condition (unless deemed to be faulty)
Please note that all fault claims are assessed on a case by case basis and at the discretion of Mombasa Rose Boutique.
How can I return an item?
Please visit our Returns page to view our returns policy and return instructions.
How can I track my order?
Once your order has been shipped you will receive a confirmation email with an Australia Post tracking number. Please allow up to 48 hours for tracking records to be updated.