Frequently Asked Questions
Orders & Changes
Can I change my order after placing it?
Changes are only possible before your order ships. If you spot a mistake, email us at info@walterandrose.com as quickly as you can and we'll do our best to update it. Once the parcel is on its way, it can no longer be modified.
Can I cancel my order?
Yes — as long as it hasn't been dispatched yet. After dispatch, an order can't be cancelled; instead, simply use our standard return process once it arrives.
Can I exchange an item for a different one?
Of course. Whether you need another size, colour, or a different product entirely, our support team will arrange the exchange. The original item has to reach us before the replacement is sent out.
Shipping & Delivery
How long will my order take?
Processing normally takes 1–2 business days, and transit a further 3–7 business days, depending on where you are. Altogether, expect delivery within 4–9 business days. Full details are on our Shipping Policy page.
Is shipping really free?
It is. Standard shipping is free on every order within Australia — no minimum spend, no conditions.
Do you deliver outside Australia?
Not at the moment — Walter and Rose currently delivers within Australia only.
How do I track my parcel?
Easy: the moment your order is dispatched, we email you a tracking number with a link, so you can follow it from our warehouse to your door.
Returns & Refunds
How do returns work?
You have 30 days from delivery to return an item, as long as it is unworn, unused, in its original condition, and sent back in the original packaging. The full rules are in our Refund Policy.
My item arrived damaged or isn't what I ordered. What now?
Email info@walterandrose.com with your order number and clear photos of both the item and its packaging. After reviewing it, we'll arrange a replacement, store credit, or refund — and in these cases the shipping costs are on us. This does not affect your rights under the Australian Consumer Law.
How soon do I get my refund?
Refunds are issued within 7 business days of your return being received and approved. Keep in mind that banks and payment providers sometimes need extra time to credit your account.
Is there a restocking fee?
No — returns are never subject to restocking fees.
Paying Safely
Which payment methods can I use?
We take all major credit and debit cards, plus secure digital wallets including Apple Pay, Google Pay, and Shop Pay. The full list appears at checkout, and all payments are processed in AUD.
How safe are my payment details?
Very. Every transaction is secured with SSL encryption and meets PCI DSS security standards — and your full card details never touch our servers.
Sizing & Stock
I'm not sure which size to pick. Any help?
Check the measurements and fit notes listed in each product description. Still unsure? Our support team is happy to advise — just email info@walterandrose.com.
The item I want is sold out. What can I do?
Sold-out items are clearly marked on the site. If something you want is unavailable, write to us at info@walterandrose.com and we'll let you know when it's back in stock.
Still Need Help?
If you didn't find what you were looking for, our team is glad to help.
Address: 1 Barratt St, Hurstville NSW 2220, Australia
Phone: +61 468147039
Email: info@walterandrose.com
Customer Service Hours: Monday to Friday, 9:00 a.m. – 5:00 p.m. (AEST)
We aim to reply within 24 hours
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