Worldwide Shipping | Free Shipping Australia | Fast Delivery
0

Your Cart is Empty

Returns

Our Return Policy considers our clients at all times.

 

These policies exist to protect our customer. We believe that our client's wedding day is important and very special and as such we maintain very strict adherence to our policies in order to ensure that our product is of the most superior quality at all times. Therefore, we are able to confirm that all items are brand new and custom made for each client and no piece has been worn by another client and resold. We are unable to accept return for store credit or exchange on any of the following items which are not eligible for exchange for store credit exchange or replacement product.

  Items NOT eligible for return for online store exchange or store credit note.

Earrings

For hygiene reasons, any type of earrings including 'clip earrings' or 'post back earrings' cannot be accepted for a store exchange or store credit note, we hope you appreciate this exception to the rule, as we do not re-sell used or returned earrings.

The only event where Roman & French will replace pin back earrings is if they are reported to be damaged or faulty pin back or clip earrings.  

Any faulty pin back or clip earrings which are returned for replacement, will not be returned to stock for resale.

Earrings & Necklace Sets

Earrings and Necklace sets will not be accepted for any type of return as they are bought as a complete set and can not be re-sold due to hygiene reasons for earrings being worn.

Headwear / Headpieces

Due to hygiene, handling of delicate hair piece items and chemical (hairspray) usage reasons Roman & French will not be able to accept a headwear/headpieces product for online store credit or exchange.  

Due to the very delicate nature of a bridal headpiece we will not resell a hair piece to another client  after it has been handled and taken out of its packaging and placed onto another person's head and handled with their hands.

Lingerie 

Lingerie is custom made to order and are a personal intimate apparel and are not eligible for return for store credit.

Robes

Robes are custom made to order and are a personal intimate apparel and are not eligible for return for store credit.

Veils

The very nature of the bridal veils is delicate and very personable and they are all custom made to your order. All veils are made to order and therefore are not eligible for return for store credit.

Couture Evening Bags

These items are made to order and are not eligible for return for store credit.

Foot Jewellery

Foot Jewellery is a personal hygiene item and is not eligible for return for store credit.

Bridal Sash

Bridal Sash is a custom made item and is not eligible for return for store credit.

Special Orders / Customised Orders

Due to the nature of creating customised products for a client, Roman & French will not be in a position to acknowledge the intention to return or exchange any couture or customised product for store credit or exchange. As all items are handcrafted or hand assembled, they are made to order (Roman & French will make the item/s upon order confirmation and receipt of payment).

Shipping for a return

If your product is eligible for return, please contact us and we'll discuss alternative pieces with you.

As long as your return meets the criteria set out in our conditions we are happy to assist you for a :

- return for store credit or;

- exchange to another product

It will be the customer's responsibility to return the product to Roman & French at your own cost and it must be a postage product with a tracking number.

All products returned must be repackaged in exactly the same way as they were received, including outer bubble wrap and outer protective cardboard.

Damaged in transit back to Roman & French

If any part of the item/product is missing or damaged during transit due to poor packaging or poor handling a store credit or exchange will not be offered as it is the customer's responsibility to ensure ultimate safety in the repacking of items which need replacement or restocking for store credit. The item will be returned to the customer.

Replacement Exchange Product

The replacement product will be sent once the payment has been finalised. $10.00 re-shipping fee will be charged to the client for the subsequent product delivery.

Faulty or Damaged Product

Although our team inspect each item prior to preparation for packaging before dispatch, there may be a product which may have altered during transit.

If ever there is a product which is damaged or faulty, Roman & French will work towards replacing it for you immediately.  Please notify Roman & French in writing  with supporting images of the fault within 1 day of receiving your order with an image of the fault.

A return for exchange cannot be offered for a faulty or damaged product, however, an exact replacement will be offered at no additional cost to the client. Should you choose to request a return for a damaged or faulty product please do so in writing the first day you receive and open the product your parcel from Roman & French.  

Please write to our Customer Service team using the following email sales@romanandfrench.com.

Roman & French will rn communicate with you regarding the replacement of your damaged product.

  Wear and Tear and Customer Damaging product through mis-handling of product

An exchange or store credit will not be offered if the customer has damaged the product through mis-usage or mishandling.

This also includes ordinary wear and tear of product usage over a period of time. 

   

Refunds

No refund for incorrect choice or No refunds if you change your mind are offered. Please choose carefully.

Soiled

Items which have been worn and damaged due general wear and tear or negligence or general usage. Items which have perfume or water damage will not be agreed to for exchange or store credit.

Care for your garment

All garments are labelled and provided with 'care instructions'. These instructions should be followed accurately in order to maintain and preserve you garment as intended. 

Notify Roman & French by writing about your intention to organise a return for store credit or exchange

If your item is eligible and should you choose to request a return please do so in writing within 3 days of receiving your parcel from Roman & French for items that do not fall in the above categories.  

Please write to our Customer Service team using the following email sales@romanandfrench.com

Roman & French will communicate with you regarding the option you would like to take, be it an 'exchange' or a 'store credit' and provide the instructions for the return.  

Client Obligation caring for products they wish to return for store credit or exchange

With the intention to return the goods you have purchased, Roman & French request that all the goods you have decided to not keep are kept in the original condition, unworn, undamaged, not soiled, no perfume, no hairspray, no water damage, all ribbons and swing tags attached, and presented in the original packaging as well as the outer safety packaging.

Materials and care instructions

Most of our items in our Jewellery and Hair Accessories collections are made with high quality tarnish resistant plated materials unless otherwise stated.

TARNISH RESISTANT does not mean 'Tarnish Free'.  To ensure product quality and longevity, plated items are not meant to be in contact with moisture, sweat, perfurme or water. This is the same of any 'Tarnish Resistant' Jewellery you will find in the marketplace.

Other Stores

From time to time Roman & French may stock similar or the same products as a competitor. A product for return with Roman & French will need to have been purchased from Roman & French. The paperwork to support this purchase needs to accompany the product (invoice for the initial purchase) for store credit or exchange.

 

For eligile items, 3 days after dispatch to communicate intention to return + 2 days to lodge the return parcel with Australia Post

Once you have communicated with Roman & French about your intention to return a product which is eligible and is not on the lists above (within 3 days of receiving your purchase) and you have received the 'return' instructions from Roman & French, it is expected that the goods are registered with a tracking number and posted for return for store credit or exchange within the next 2 days of communicating with Roman & French the intention to return the product with Roman & French for store credit or exchange is only applicable to items not on the lists above.

An email with the registered postage and tracking numbers are required to be sent from the client to Roman & French to confirm the date the goods were sent, as well as allow tracking.

Goods need to be received

The returned product needs to be received by Roman & French and be assessed an before agreeing to a store return for exchange or a store credit.

Most of the time postal goods arrive where they are supposed to. However, we think that we should cover off the possibility of goods which are sent for a return, yet are not received by Roman & French. It is critical that a tracking number is obtained when lodging the parcel.   All efforts will be made to track down the package by Australia Post, hence the importance of 'registering' the product.  Roman & French will manage this scenario with each client in the event that it may occur on a case by case basis. It is the client's responsibility to follow up if the parcel has not been received by Roman & French.

Roman & French can not offer any compensation for items not received by their office or items damaged in transit due to poor packaging.

The customer will need to lodge a complaint directly with Australia Post to initiate a claim for insurance or research for location.

Final Terms and Conditions of Return Acceptance

Our team carefully inspects, packages and wraps each item. Each item is assessed for 'functionality' and 'quality' control.  Each package is prepared with the intention to protect it in transit so as to maintain the presentation of all gift packaging for our clients. We ask that our clients fulfill the same packaging as they received their R&F product when they need to return a product to R&F.

If an item/ s is damaged due to customer poor packaging and the product is damaged as a result, the exhange or store credit will not be finalised. The product will be returned to the customer.

Exchange for another product 

For an eligible item, if you prefer to choose another product rather than a store credit, Roman & French will work with you to identify the new product you prefer.  Store credits are not kept as a rolling balance, therefore the entire store credit must be used on one occasion.  You may need to add to your sale if you prefer to purchase an item of greater value that your original purchase.

If the difference in price is 'higher', we will process an invoice for you to pay the difference for the new product this will also include the $10.00 reshipping fee.

 At no point is the store credit refundable or transferable to another client.

Re-shipping Fee

A re-shipping flat fee of $10.00 will be charged to the client for the replacement product to be re-sent once the store credit is used or the exchange is confirmed.

Restocking Fee

A 2.5% restocking fee for each item returned will be deducted from your value of your store credit available.

Roman & French Store Credit - 3 months expiry

Roman & French will happily keep a store credit for 3 months from the time of finalisation date.

Remember, Roman & French is a big store, we have lots of product categories to choose from all year round for most gift needs you have!

Our products are in-stock at all times.

Store Credit Timeframe

Our store credit will expire 3 months after it has been organised. It must be used only once and can not be used multiple times with an ongoing rolling balance.

 

Gift Wrapping

We will forward your new products beautifully packaged so that you have the same experience again.

 

Return Address for posting items:

Roman and French

PO Box 3, Edensor Park, NSW 2176

Australia

 

Contact Details:

Email your request to :

Sales@romanandfrench.com and address your message to Maria in Customer Service.

Phone contact:

Within Australia: 0488 913 349 and Maria is your contact

International Customer: +61 488 913 349

These terms and conditions may change without any notice.