Frequently Asked Questions
Last updated: 11 August 2026
Welcome to the Melbourne Rose Frequently Asked Questions page.
Below you will find answers to common questions about ordering, shipping, returns, refunds and our products.
If you cannot find the answer you are looking for, please contact us at:
How long does shipping take?
Orders are generally processed within 1 to 3 business days.
Once your order has been processed and dispatched, delivery usually takes approximately 3 to 7 business days.
Please keep in mind that delivery times are estimates.
Delivery may occasionally take longer due to circumstances such as:
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Carrier delays
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Public holidays
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High-volume sale periods
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Customs processing
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Severe weather
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Remote delivery locations
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Other circumstances outside our reasonable control
You can find more information in our Shipping Policy.
Where do you ship from?
Melbourne Rose works with selected suppliers and fulfilment partners to process and deliver our products.
Some orders may be shipped directly from our suppliers rather than being sent to Melbourne Rose first.
These suppliers or fulfilment locations may be located outside Australia, including in China.
Direct fulfilment helps avoid unnecessary additional handling and allows orders to move directly from the relevant fulfilment location to the customer.
Do you offer free shipping?
Yes.
Melbourne Rose offers free standard shipping across Australia, unless otherwise clearly stated during checkout.
Can I track my order?
Where tracking is available, you will receive tracking information after your order has been dispatched.
Please note that tracking information may take some time to update after you receive your shipping confirmation, as the carrier may first need to scan your parcel into its network.
If you have questions about your tracking information, please contact:
What if my order is delayed?
If your order has not arrived within the expected delivery timeframe, we recommend checking your tracking information first.
If you still require assistance, please contact us at:
Please include your full name, order number and the email address used when placing your order.
Our customer support team will review the available delivery information and assist you with the next steps.
Do you offer returns?
Yes.
Melbourne Rose offers a 30 Day Money Back Guarantee.
Our 30 Day Money Back Guarantee takes the overall order journey into account, including order processing, delivery and the period available to request a return after your parcel has arrived.
Once your order has been delivered, you have 14 days from the delivery date to request a voluntary return.
This means the 30 Day Money Back Guarantee does not provide an additional 30-day return period after delivery.
The 14-day return period applies to our voluntary returns and change-of-mind policy.
Your rights regarding faulty, defective, incorrectly described or otherwise non-compliant products under the Australian Consumer Law are separate and are not limited by this voluntary return period.
For full return conditions, please review our Returns and Refund Policy.
How do I start a return?
Before sending an item back, please contact our customer support team at:
Please include:
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Your full name
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Your order number
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The email address used for your order
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The item you would like to return
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Your reason for requesting the return
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Clear photographs if the product is damaged, faulty or incorrect
Please do not return a product before receiving return instructions from Melbourne Rose.
If your return is approved, we will provide the applicable instructions and return address.
Where do I send my return?
The correct return address will be provided after your return request has been reviewed and approved.
Please do not automatically send your parcel back to the address shown on the original shipping label.
Some approved returns may need to be sent directly to one of our suppliers or designated return facilities.
Depending on the product, this return location may be outside Australia, including in China.
Always use the return address provided by our customer support team.
Who pays for return shipping?
For voluntary returns such as:
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Change of mind
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Ordering the wrong size
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Selecting the wrong colour
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No longer wanting the product
the customer is responsible for arranging and paying for return shipping.
If your approved return address is overseas, including China, you are responsible for the applicable return shipping costs for a voluntary return.
We strongly recommend using a tracked shipping service.
Different rules may apply if your product is faulty, damaged, incorrect or otherwise fails to meet an applicable consumer guarantee under Australian law.
Does my return need tracking?
Yes, we strongly recommend that all customer-arranged returns are sent using a trackable shipping service.
Please keep your:
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Tracking number
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Proof of postage
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Shipping receipt
until your return has been fully processed.
For standard voluntary returns, we generally need to be able to confirm that the parcel has reached the approved return location before the refund can be completed.
When will I receive my refund?
For an approved voluntary return, your refund will generally be processed after the returned product has been received and inspected.
Once your refund has been approved, it will be sent back to the original payment method used for your order.
After Melbourne Rose processes the refund, your bank, credit card provider or payment service may require additional time before the funds appear in your account.
These processing times depend on your financial institution and are outside our direct control.
What if my item is damaged, faulty or incorrect?
If you receive a product that is damaged, faulty, defective or different from what you ordered, please contact us as soon as reasonably possible at:
Please provide:
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Your full name
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Your order number
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A description of the problem
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Clear photographs or videos showing the issue
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Photographs of the packaging where relevant
We will review the situation and provide the appropriate next steps.
Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include a repair, replacement, refund or another solution.
Your Australian Consumer Law rights are not limited by our voluntary 14-day return period.
Can I exchange my item for another size?
Depending on product availability, we may be able to assist with an exchange or another suitable solution.
Please contact:
Include your order number and let us know which product and size you require.
Our customer support team will review the available options.
For voluntary size exchanges, applicable shipping costs may be the customer's responsibility.
Can I cancel or change my order?
If you need to cancel or change your order, please contact us as quickly as possible at:
Because orders begin processing shortly after they are placed, we cannot guarantee that changes or cancellations will still be possible.
If your order has already entered fulfilment or been dispatched, you may need to wait until it has been delivered and then follow our return procedure where eligible.
What if I entered the wrong shipping address?
Please contact us as soon as possible at:
Include your order number and the correct address.
We will make reasonable efforts to update your delivery information before dispatch.
However, once your order has entered fulfilment or has already been shipped, we may no longer be able to change the address.
Customers are responsible for checking that their shipping details are correct when placing an order.
What if tracking says delivered but I cannot find my parcel?
If your tracking information shows that your parcel has been delivered but you cannot locate it, please first check:
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Around your property
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Any designated safe delivery locations
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With members of your household
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With neighbours
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With your local post office or collection point
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Directly with the delivery carrier
If you still cannot locate the parcel, please contact:
We will review the available delivery information and assist where reasonably possible.
How can I contact Melbourne Rose?
For questions about your order, shipping, returns, refunds, sizing, products or payments, please contact:
Melbourne Rose
Website: melbourne-rose.com
Email: info@melbourne-rose.com
When contacting us about an existing order, please include your order number wherever possible so we can assist you more efficiently.