Refund policy
Returns, Refunds & Care Policy
At Chandellier Rose, every piece is designed with intention and artistry. Our collections feature hand-painted designs and carefully selected materials, making each item uniquely its own. We encourage you to cherish your pieces and follow our care instructions to maintain their beauty over time.
Care Instructions
Organic Silk Products (Scarves, Pillowcases, Eye Masks)
Our organic silk pieces are delicate and require gentle care:
- Hand wash only in cold water using a mild silk-friendly detergent
- Do not soak, bleach, or wring
- Gently press excess water out with a towel
- Air dry flat in shade (avoid direct sunlight)
- Steam or use a cool iron on the reverse side if needed
Avoid contact with perfumes, oils, and harsh chemicals as they may stain or damage the silk.
Cotton Hats & Caps
To maintain shape and quality:
- Spot clean only using a damp cloth and mild detergent
- Do not machine wash or tumble dry
- Do not soak
- Air dry in shape, away from direct heat or sunlight
Our designs are artist-created and painted, meaning natural variations may occur.
You may notice speckles, markings, or print irregularities—these are intentional and form part of the unique design.
Please note: general wear and tear over time is not considered a fault.
Returns Policy
All purchases made through our website are considered final sale.
We do not offer returns, refunds, or exchanges for:
- Change of mind
- Incorrect selection
- Change in personal preference
We encourage careful review of product descriptions and images prior to purchase.
About Collections (Charity Contribution Items)
For selected “About” collections (e.g. About Hannah), a portion of each sale is donated to a chosen charity or patient.
- Donations are processed 7 days after purchase
- Any concerns or fault claims for these items must be raised within 7 days of delivery
After this 7-day period, if a return or claim is approved, a $20 deduction will apply to account for the donation already made.
Gifted Items
Items gifted by Chandellier Rose (including promotional gifts, collaborations, or giveaways) are not eligible for return, exchange, or refund.
Refunds
Refunds are only offered where an item is deemed faulty or damaged in accordance with Australian Consumer Law.
Once your claim is reviewed and approved, refunds will be processed to your original payment method.
Exchanges
We do not offer exchanges for change of mind.
If your item is confirmed faulty, we may offer a replacement, repair, or refund depending on availability.
Damages & Issues
Please inspect your order upon arrival.
If your item is defective, damaged, or incorrect, contact us within 7 days of delivery at:
📧 info@chandellierrose.com.au
Please include:
- Your order number
- A description of the issue
- Clear images of the fault
We will assess and resolve the issue accordingly.
Exceptions & Non-Returnable Items
- All items are final sale unless faulty
- Gifted items are not eligible for return
- Sale items and gift cards are final sale
- Items showing signs of wear, use, or alteration will not be accepted
Australian Consumer Law
In line with Australian Consumer Law, Chandellier Rose will repair, replace, or refund items that are confirmed faulty.
Please note:
Variations in print, markings, or natural design elements are not considered faults, but part of the artistic process.
Shipping & Delivery Notes
- Shipping timeframes are estimates and not guaranteed
- Customers are responsible for return shipping costs unless the item is faulty
Contact Us
For all return, refund, or product care enquiries:
📧 info@chandellierrose.com.au
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at chandellierrose@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at chandellierrose@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at chandellierrose@gmail.com.