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.
We do not accept change of mind for exchange, change of mind for refund or change of mind for store credit.
Our ethic is to be are able to confirm that all items are brand new and/or custom made for each client and no piece has been worn by another client and exchanged 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.
Coronavirus
In the unfortunate instance where you or your family may need to cancel or postpone your wedding until a later stage, it is not our responsibility to take on the liability of your decision to do so. We act in good faith when our contract of sale is made and we go ahead and make your goods as agreed by you at the time of placing your order. This is our position and there is no negotiation as it is not our fault your event is postponed or cancelled.
No Change Of Mind
We provide high level of customer service, whether it be 'face to face' or 'online', with this in mind, we may provide guidance to customers as to product differentiation and the benefits of one product over another. A customer is left to make their own decision on following through on a purchase with Roman and French and it is their same decision to accept the store policies of 'no change of mind' and 'no return of exempt items' that are on this list. It is the responsibility of the customer to be aware of conditions of sale for exempt items.
No change of mind because of style direction change or date change
From time to time a client may change the direction of her overall bridal style or in some instances, sadly, the event is cancelled altogether. In both instances, we are unable to offer any remedy, credit, exchange or buy-back for this change of mind or change of event.
Items NOT eligible for return/exchange or refund.
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. But we do check all earrings before they are packaged, so we would need to investigate this prior to accepting any fault.
Any faulty pin back or clip earrings which are returned for replacement, will not be returned to stock for resale.
Earrings & Necklace Sets & Bracelets & Rosaries
These items 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.
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 for change of mind.
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.
To expand further:
1)based on hygiene reasons we are not in a position to facilitate returns for change of mind on any headpieces, as we need to guarantee to other brides that our pieces are all new when they purchase them and thus have not been worn by another person outside of our store for any amount of time.
2) hygiene also includes 'handling with hands' which may contain traces of any of or multiple layers of; oils, grime, makeup, food, creams, moisturisers, hand sanitizers or powders to name a few solids that may have an impact on metal, stones and or pearls.
3) We also can not guarantee how the item has been treated when out of store and whether it has been exposed to toxic chemicals or sprays that may affect the quality of the product. Specifically hairdressing products.
YOUR HEADPIECE IS VERY FRAGILE
Please read this important note from our team about how to care for your head piece
This head piece has been made especially for you and it is brand new – she is in perfect condition.
Roman & French has always had a policy that we do not exchange head pieces or jewellery for change of mind, or any other reason. This is based on hygiene reasons, as well as our guarantee to every customer that each head piece that leaves our store is new and in perfect condition.
After your head piece and jewellery is made, we conduct further quality checks, and we are renown for our secure and protective layers of packaging for each head piece, so that it will not break whilst stored or in transit, and it is presented in a signature Roman & French box. Each headpiece is protected with acid free tissue paper, which is preferred for storage before and after your event.
FITTING YOUR HEADPIECE ON AND OFF FROM YOUR HEAD
Although headpieces are made of various types of metals, they are very fragile structures and may break if mis-treated or poorly handled. Please be extremely careful when you put your head piece on and take it off your from your head – at all times. Whether you put the head piece on yourself or a professional hairdresser fits the head piece on your head, extreme care is required, so as to ensure the head piece does not break, become damaged or become distorted.
From time to time curls, long hair, fine hair, thick hair, hair extensions or flyaway strands may become attached to or tangled to parts of your head piece – although normal if this happens, we highly recommend that the person fitting the head piece on exercises patience and does not place any stress on the head piece by pulling hair away from the head piece in a forceful manner, by doing so, you may damage, distort, break the headpiece and/or dislodge stones.
The reason we highly recommend extreme care is taken when separating strands of tangled hair from the head piece, is because strands of hair can break components of the head piece or may ‘slice’ between the wire and stones, and completely dislodge stones from the structure and this may cause irreparable damage to the head piece.
CHEMICALS . HAIR SPRAY . PERFUME .
Protect the Roman & French head piece and jewellery by keeping them away from acids, water, salt water, chemicals, make-up, fake tan, perfume, hair spray, moisturiser, dry ice smoke and soaps.
We highly recommend that you put your moisturiser, perfume and hair spray and any other topical body applications, on before you put your headpiece and jewellery on and let them dry and absorb into your skin before placing your head piece and/or jewellery on.
Hair spray and perfume are chemicals and if sprayed directly on the head piece or jewellery, some residue will remain and may affect the metal over time.
We also recommend that a cloth barrier is placed over your head piece whenever hair spray is used on or near your head piece. Hair spray may leave a film or residue and can make your head piece ‘lack lustre’.
Please do not use liquid or solvents to clean your head piece or jewellery.
IMPORTANT DISCLAIMER
If, in the unfortunate instance that through neglect and poor handling, your head piece, jewellery or garment is damaged after you have tried it on or worn it, this is due to no fault of Roman & French, because the items were provided to you in perfect condition and is considered ‘wear and tear’ and/or ‘neglect’.
Each head piece, item of jewellery, garment or any other product or service purchased is provided to each client in new and perfect condition, and as such, Roman & French are not responsible to provide a client with an exchange due to change of mind and incorrect choice, replacement or refund for incorrect choice or change of mind, if in such circumstance, that the client or someone that the client trusts to touch their headpiece, item of jewellery or garment/s has broken, damaged or distorted the item through poor care and handling or an accident of dropping the headpiece, mistreatment or water damage.
Intimate Lingerie Items or Garters
Lingerie is custom made to order and are a personal intimate apparel and are not eligible exchange because of change of mind or for return for store credit.
Bridal Robes and Bridal Slips
Bridal Robes and bridal slips are a personal intimate apparel items and are not eligible for return for exchange for change of mind or for store credit.
Bridal slips are not sold separately and only sold with the purchase of a robe.
When a bridal slip is purchased with a robe, neither will be exchanged for change of mind.
The client selects the size for each individual item using the 'size' 'drop down boxes' for the bridal robes which are separate to the bridal slip sizes. In some instances sizes selected may be different from one another, it is not the responsibility of Roman and French staff to decipher if the incorrect choices have been made when selecting the sizes for the bridal robe and the bridal slip.
This included bridal robes and bridal slips from 'Ready to Wear' collection as well as Bridal Robes from the custom made collection.
Veils
The very nature of the bridal veils is delicate and very personable and customised especially made for your order. All veils are made to order and therefore are not eligible for return for store credit.
Colour options are provided for selection by the client. No change of mind or exchange is permitted. All veils are custom made.
Couture Evening Bags
These items are made to order and are 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).
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.
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 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.
Camera Footage of Packing Area
All items are double checked prior to leaving our warehouse and we have surveillance camera footage as proof to establish that our quality is exceptional and pristine prior to delivery. All R&F Staff are aware of all camera footage in store and in packing area or warehouse.
No Refunds
No refund for incorrect choice or change of mind or No refunds if you change your mind are offered. Please choose carefully.
Wear and Tear
All items are sent to clients with specific care instructions. Items which have been worn and damaged due general wear and tear or exposed to negligence or general usage over time is expected when purchasing any items.
Caring for your Jewellery and Headpiece
We strongly recommend you ensure that your earrings and headpiece are completely covered before your hair dresser proceeds to spray any chemical spray on your head or near or around your face, this spray will affect the lustre and nature of your headpiece and earrings, because the 'thin film residue' of chemical will act as a barrier and not be as glistening as when you first purchased your item.
Care for your garment
All garments are labelled or provided with 'care instructions'. These instructions should be followed accurately in order to maintain and preserve your garment as intended. Failure to maintain or care for any products that have otherwise been provided with care instructions is the decision of the buyer to neglect the care instructions provided.
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.
Hardware - Materials and care instructions
Our items in our Jewellery and Hair Accessories collections are made with high quality tarnish resistant plated materials unless otherwise stated, [if not, they are made of lace with no metal present].
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.
Re-shipping Fee
Wherever required, and on a case by case basis, the client is responsible for payment of shipping to and from Roman and French and back to their preferred address.
Our Address for posting items:
Roman and French
Shop 7a/ 1267 The Horsley Drive
Wetherill Park NSW 2164
Australia
Ph: +61(02) 9604 0499
Contact Details:
Email your request to :
Sales@romanandfrench.com
Phone contact (call costs at clients expense):
Cell Phone Within Australia: 0488 913 349 or (02)9604 0499 Sydney Based
Cell Phone International Customer: +61 488 913 349 or landline +612 9604 0499
These terms and conditions may change without any notice.
